You’ve heard the old adage a happy customer is a loyal customer. But does this remain true today? With so many options available, consumer loyalty is changing. Local business owners must adapt their strategies in order to create a seamless customer experience.
In fact a recent McKinsey and Company report found that nearly 75% of consumers tried a new shopping behavior during the pandemic, and most intend to continue beyond the crisis.
Incorporating customer satisfaction as a goal in your marketing strategy is a must! Customer satisfaction can take on a variety of aspects based on your business. It may mean conveying strong value of your service, having ample inventory or even using effective communication pre and post-sale.
In this article, we will cover a few crucial tactics in providing a seamless customer experience.
Use an Omnichannel Marketing Approach
One of the best ways to improve customer satisfaction during the marketing process is the omnichannel approach. Omnichannel marketing utilizes multiple channels to interact with customers and facilitates a seamless user experience, enhancing the buyer journey at every step.
If this is your first time taking an omnichannel approach for your marketing strategy, here are a few key channels you’ll want to incorporate.
Social Media Marketing
One of the simplest, straightforward uses of omnichannel marketing is having consistent branding and messaging on all social media channels. Customers will often look to multiple platforms such as Facebook and Instagram when looking for product and service recommendations. Therefore, having consistent messaging, graphics, and videos that are tailored to each social channel will give your brand more authority, increase brand awareness and maybe most importantly, increase consumer engagement with your brand.
Studies show that having accessible information and tools for your targeted audience on your company’s website improves the customer experience. Consumers are doing their homework before committing to a purchase, especially expensive ones. Make it easy for them to get the information they need in one place by adding a blog with informative articles that provide answers to commonly asked questions and explanations of your products or services. Then share your blogs on your social channels.
Online Paid Advertising
Online advertising delivers your promotional messages to consumers right at the moment they’re searching for the very thing you offer. Create search ads that target customer pain points and entice users to click for the solution. You can then drive them back to a landing page that includes information about the subject of the ad copy and a clear call-to-action to either purchase a product or fill out a form.
Email Marketing & Text Messaging
Another way to ensure your customers have a positive experience is through effective and timely communication. Email marketing and text messages are great tools to engage with current customers. When they receive messages from your company about discounts, special offers, and customer satisfaction surveys, they are more likely to continue working with you and recommend your business to others.
Utilizing the above channels will help you build a robust omnichannel marketing strategy. Another key aspect to creating a positive experience is having an open line of communication with your customers.
Transparency is key. Whether it’s in your social media marketing, content marketing, or online advertising, be transparent with the value your products and service deliver. This will help manage your customer’s expectations. It is important to set clear timelines, avoid oversimplifying things about your product, have good and bad reviews on your website, and survey your customers.
Ask for Feedback
Customer feedback is vital for continuing to have transparency between the customer and the company. Ask for reviews. Conduct customer satisfaction surveys. Simply ask the customer if there is anything else you can do to help them after the sale.
Your social media profiles and website should contain reviews. Respond quickly to all of them, both positive and negative. This shows, regardless of the tone, you care about the customer experience and are there to help your customers. There are also AI tools and chat functions to help address customer concerns while browsing your website.
Ready to Get Started?
If you are ready to stand out from your competition by incorporating these key tactics into your marketing strategy but aren’t sure where to start, we can help! Contact one of our Digital Marketing Experts today!