There are many pillars of long-term business success that you as a leader need to focus on in order to take your company forward in a competitive market. Without a doubt, though, marketing and customer satisfaction are two of the most vital elements of a powerful growth strategy, as they can help you build brand loyalty and recognition, develop a social proof for your company, and make customer acquisition and retention much easier.
That said, you need to work for it, and you need to know how to leverage your marketing strategy and customer experience to build satisfaction and happiness across the board. One of the best tactics is to focus on building a community and aligning your values with the values of your customers. The other would be to implement quality of life changes and functional perks into your brand to elevate customer satisfaction. But that’s just the tip of the iceberg.
Today, we are taking a look at marketing and customer satisfaction as the key pillars of your brand’s growth and success.
Leverage Reviews For Marketing And Customer Satisfaction
User-generated content has become one of the most powerful tools in any marketer’s arsenal, and the good part is that it comes in numerous forms. Nowadays, there are many types of user-generated content that can help you build trust and authority, and validate the customer’s decision to interact with your brand. Most importantly, you can position user-generated content on almost any online and offline marketing channel to capture people’s attention and get on their good side.
Because people trust other customers much more than they trust fancy marketing and advertising, they will almost always look for reviews and testimonials prior to getting in touch. For you, this is an opportunity to ensure the satisfaction of new customers, so make sure to:
- Incentivize customers to leave feedback on your site.
- Incentivize them to comment on your social media posts and tag you in their content.
- Scour the web for third-party reviews on popular platforms like Google and Yelp.
- Respond to all reviews, positive or negative.
- Strive to transform negative reviews into success stories through a personalized and transparent approach.
Marketing And Support Personalization
Speaking of personalization, in modern business, this is yet another pillar of long-term success and growth. Simply put, you can’t expect to take your marketing, sales, or support forward if you don’t personalize the entire experience for the customer. Of course, some things you can personalize for the individual, and other things you can only personalize to fit a customer group.
Communication, for example, is a great opportunity to personalize the customer’s experience and ensure their satisfaction with your brand. Whether it’s via email, direct messaging, chat, phone, SMS, or other, you can always tailor your communication to fit the individual.
On the other hand, tailoring the UX on your site is a bit more difficult. You can tailor your site to your customers in many ways, but you will usually tailor it to fit a specific type of customer rather than the person. That said, you can always use cookies to collect user data and present different website content to different customers based on their browsing history – all of this is a great way to market your brand and ensure customer satisfaction.
Payment Flexibility As A Marketing And CX Tool
Quality of life changes never fail to capture the attention of the customers, and they are amazing lead generators that can easily incentivize a purchase. People want you to put their needs first, which is why payment flexibility is so important. Not everyone has the money to pay for a product or service right away, but that shouldn’t stop them from buying.
For example, payment platforms like Humm buy now pay later in Australia are becoming increasingly popular with business leaders in competitive markets, because they allow people to get their hands on the goods without having to pay immediately. This is the kind of flexibility and a functional perk that will boost conversions but can also serve as a part of your company’s marketing strategy. Promoting your quality of life changes is one of the best ways to market your entire brand.
Build Your Marketing And CX Potential With Social Proof
While we are on the subject of functional changes you can make, remember that social proof can make or break your brand nowadays – so integrating a social proof tool is important. Again, people trust other customers much more than they trust you, so you need to show them that others are putting trust in your brand.
You can do that by integrating a social proof tool into your site that displays small notifications every time someone buys something or interacts with your site. For new website users, this will be a psychological cue that others are already browsing your site and buying from you, prompting them to buy something as well. This will improve CX and help fuel your marketing efforts.
Optimize Your Digital Presence
Finally, don’t miss your chance to capitalize on the mobile demographic. Mobile website optimization is not only a great quality of life improvement, but it’s also one of the best ways to market your brand to a rising demographic that’s generating millions of dollars for companies around the world. If you consider the fact that by the end of 2021 as much as 72.9% of eCommerce sales will go through mobile devices, then it only stands to reason that mobile optimization equals customer happiness and sales.
Wrapping Up
Marketing and customer satisfaction are two foundational pillars of success and growth nowadays. Keep these tips in mind when optimizing your strategy, and make them an integral part of your growth plan for 2021 and beyond.
