To thrive, businesses must learn to turn customers into repeat buyers. Customer retention proves that your products and services are pleasing customers. Moreover, repeat customers spend 67% more over time than first-time customers.
Happy customers often act as brand ambassadors, and those around them help boost brand awareness. Conversely, 91% of unhappy customers will not do business with the same company again.
Prioritizing an existing customer base for long-term stability and profitability is essential.
This blog post explores five effective client retention strategies to help your marketing agency build stronger relationships, increase client satisfaction, and reduce churn.
1. Provide Exceptional Customer Service
The quality of the assistance you provide customers before or after purchasing a product or service will define their experience. For digital marketing agencies, this will speak to interactions like initial meetings about products, straightforward pricing, and follow-through on deliverables.
Of course, not all interactions are perfect. Even software programs see glitches.
For that very reason, businesses should follow best practices. Aside from helping your customers trust your team for support, it offers leniency when things go wrong.
Providing quality customer service contributes significantly to satisfaction and retention. If a customer likes how you work, your team has won half the battle.
Below are three ways that your Account Manager can quickly check your customer service:
Lead with consideration and courtesy: This first point might seem simple, but being on time and prepared for the topic goes a long way. These more minor courtesy gestures immediately show respect for the client’s time.
Ongoing conversations: Regular check-ins are good for relationships. Often, our strategists will jump on thinking that there’s not much to report, and they end up having an exciting discussion with the client about new ideas and answering questions they might have. Be sure to schedule those meetings and bring something helpful when you meet. It’s a win-win.
Prompt responses: Prompt responses are a marker of attentiveness and professionalism. It makes a client feel like their account is a priority for your team. An excellent practice for this is to always respond in one business day. This may vary from company to company, and often, the request isn’t doable within this time frame. However, a simple confirmation of receipt within a 24-hour window can go a long way.
2. Seek Feedback
If you don’t listen to your customers, you risk losing them. However, if you address their frustrations and improve your services as you go, they are more likely to stayf.
At White Shark Media, we focus on two main ways of gathering feedback: surveys and our sales calls. These check-ins help us understand what they like or dislike.
It often allows us to compare trends across the board, while others are specific to one account or industry. The only way to know is to ask.
3. Offer Exclusive Value
Our years in business have helped us understand where we can add value for our clients. Customer retention is rooted in going above and beyond, so we’ve worked hard to add the two offers below to our business.
Free Report
As a digital marketing agency, we must run a PPC audit to understand a client’s position. We don’t know what we are dealing with until after the PPC Audit. It’s common for clients to come to us for one service without realizing that they need assistance in another.
A complete view of marketing efforts is vital for our work to run correctly. So, we provide free PPC audits—yes, free.
Clients can see the big picture, while we can explain where we see opportunities for improvement and why we’d make specific changes. Like some of the points mentioned above, this gesture builds trust and helps them understand our recommendations.
Valuable Resources
For our partners, we offer access to a series of Marketing Technology tools that are pretty costly. Software add-ons allow them to use our agency for several features without a significant investment.
Our proprietary AdClicks helps digital marketing agencies manage all their reports on one platform.
Clients can centralize marketing data, automate reports, white label documents, and customize client reporting.
4. Create Focused Content
Industry content isn’t always easy to come by, and technical explanations can often discourage readers. So, we make it a point to share what we know with our audience.
That’s why it’s crucial to create content that helps prospective and existing clients understand the elements of marketing strategies. Providing relevant content keeps them engaged, encourages them to return, and strengthens their trust in your business.
The screenshot to the right shows a SharkClip instructing viewers on using Instagram advertising to promote within the real estate industry. Whether you provide content through webinars, blog posts, or short videos like the one mentioned here, creating and investing in helpful content is essential.
Content contributes to client retention in two ways: it highlights your expertise and provides additional explanation for relevant conversation.
5. Lead Your Clients
Finally, all the above elements help clients feel that you are an authoritative and reliable figure in your industry. Exceptional customer service will go further if you pair it with an interest in maximizing within their industry, which is an added bonus that not all agencies provide. The same applies to offers and content. Listen carefully to trending questions.
Whether our team creates video content for our YouTube site, we base topics on frequently asked questions and related topics.
Leaning on White Label Services
As businesses, we must learn to turn customers into repeat buyers. This segment keeps us in business and proves that our work impacts others.
White Shark Media is a full-service digital marketing agency. In addition to guiding clients through omnichannel marketing, we provide white-label services to agencies looking to improve performance and expand their client base. Contact our team to learn more about our services.
