Customer Marketing
It is easier and cheaper to retain customers versus recruiting new ones.
Marketing professors, authors and antagonists’ debate whether Customer Loyalty exists. There are valid arguments both for and against its existence. What we do know is that customers are fickle, and a single bad experience or perception can lead to the statement “I am never buying that again”.
Photo courtesy of The Collaboration Equation
Customer Marketing focuses on building long-term, strong relationships with existing customers. For FMCG brands customers can be both B2B, the retailers and distributors, and B2C the end user.
The objective of customer marketing is to improve customer experience, increase satisfaction, and therefore loyalty and retention.
Like many areas of marketing the remit can be broad. Clients typically come to me for support with:
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Customer satisfaction surveys - development and analysis
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Identifying customer pain points and formulating solutions to enhance the experience
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Building products or services to increase customer engagement and maximise sales potential
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Customer retention strategy
Clients who have used this service include:
