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As more enterprises build their presence online, they can reach new customers much faster. With social media opening doors for them, they can easily share business info and unveil new products and services to potential buyers.
But as a brand receives more customers, it faces a bigger challenge – how does it take care of each customer, in an increasingly digital setting?
Did you know that it can cost five times more to attract a new customer than retaining an existing one?
This is an age old truth that should be etched onto any business owner’s door – but is often forgotten.
This means as a brand manager, you need to build a relationship with the customers who have already bought something from your brand.
Think of it simply. How do you maintain friendships today? Maintaining a loyal relationship with a customer need not be so different (but maybe skip having drinks on Zoom with a customer, it may be off-brand for you).
The first step is to understand what they need and identify how you can share value to them, even after they purchase from you.
And the key is how you communicate this value with them.
The good news is that there are many tools you can use to speak to customers better. One tool we strongly suggest is using chat or messaging platforms to speak to them in a friendly way.
This does not mean you need to hire someone to just make friends with customers using your Messenger brand account. That would be costly to you and, frankly, may be strange for your customers.
You need to build conversations on Messenger so that any customer can get the information that they need, when they need it. The goal is for your business to be ready to serve customers at any point, without extra manpower cost to you.
To those that know it, yes this is a chatbot. But chatbots today are much smarter than chatbots in 2015, when they first started gaining traction.
We can help show you how much smarter they are today. 😊
Talk to us to start automating your chat conversations!
