Lost customers can result from being overlooked, not getting enough attention, or getting too much attention. It can ruin customer relationships or how they perceive your brand. Companies need a platform to engage their customers personally across all touch points on a regular basis with the right message at the right time.
Whether it’s quarterly, seasonal, monthly, weekly, or promotional outreach, it’s imperative that companies retain customers against multiple competitor campaigns.
Be sure to reinforce the value of your brand, respond quickly to any real or perceived problem, and get proactive in knowing your customers base. Start with profiling & modeling, segmenting your customers, and creating personas. See how customers rank along multiple factors including revenue contribution, lifetime value, and campaign response rates then take a closer look at how often and in what ways you are connecting with them.
How often are you contacting your customers (too much, too little, not at all), through what channels, what is the purpose of your outreach, what messaging are you using, and what are historical outcomes of those interactions?
Put yourself in your customers shoes. Do your outreach efforts make you want to buy more from your company, feel valued as a customer, feel like your preferences and buying habits are understood?
Apply analytics to your data to better understand your situation, then decide on the frequency, purpose, and channel of outreach to stay top of mind to your customers before they go elsewhere.