The Secret to Generation Z Marketing

When looking at your strategies for Generation Z marketing, there is one thing, above all, you need to understand.

Generation Z approaches everything from a social perspective.

This means that your business and your brand can’t just be a store or service they get stuff from. Essentially, you need to think of your brand as being a person with whom your customers will become friends with and look up to.

Your Generation Z customers will be loyal customers when they can trust you to be a trendsetter, can engage in a brand community that ‘get’s them’ and get the guidance and advice that won’t stir them wrong in life.

Basically, you’re Generation Z’s big brother. The brands that are successful at Generation Z marketing are the big brother that their younger siblings all aspire to be, versus the one they think is so totally lame.

3 Ways to Get Generation Z Marketing Right

Link Up with Influencers Connected to your Industry
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Customer Loyalty Program | What & Why

Customer Loyalty Program
First, What’s Customer Loyalty?

Customer loyalty is a customer who chooses to repeatedly buy from the same brand. Typically, it’s  because they trust the brand enough that they don’t look elsewhere, even for a better price.

Why is Customer Loyalty important?

Customer loyalty is essential. If you have customer loyalty that means you’re retaining customers and customer retention is the make it or break it of success.

Depending on your exact industry, it costs 5 to 25% more to acquire new customers than it does to maintain existing customers. Even at 5% you’re working harder than you need to in order to see growth in your business.

Sure you have to bring in new customers to have existing customers, but you NEVER want to only make it ideal for a customer to be new.

Why on earth would a customer stay with you when the only time they felt you valued them was when you were wooing them in the first place? There is too much for you to gain for you to only exist in the chase.

Returning customers spend a whole 67% more than new customers. That’s more than half.

Essentially, you cannot afford to not gain customer loyalty.

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What is Customer Engagement in Your Business?

customer engagement online booking

Determining What Customer Engagement Looks Like to You:

You may be aware of the greatest risks that lead to a decline in your customer retention. One of the risks that should be on your radar is a lack of customer engagement. We talked a little bit about what engagement is in our blog here and defined it as a customer realizing value from using your product or service.

In this article, we want to go into a little bit about what that customer engagement actually looks like in action.

Use of Service

If engagement is use of your service, then you need to determine what use looks like for your particular business. Continue reading “What is Customer Engagement in Your Business?”

Risk Factors of Declining Customer Retention

Customer Retention

Customer turnover isn’t a problem reserved to any one industry. Whether your a Saas like Georgie Scheduler or a B2C massage therapy business, knowing how to not just gain, but keep your customers is the catalyst of your success.

Can you imagine having to get completely new customers every month? You would be essentially starting over every single month with a sad empty street.

Plus, think about this. The probability of selling to an existing customer is 60% to 70%, while to sell to a new customer is only a 5% to 20% probability.

Additionally, according to a study conducted by Brain and Company, ” increasing customer retention rates by 5% increases profits by 25% to 95%“.

The point?

Improving customer retention is a key success point of your small business.

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How Online Scheduling Software effects CRM

Two Men Standing While Doing High Five

Last week we posted a blog, “What is Customer Relationship Management” to help our readers get a better understanding of what Customer Relationship Management (CRM) actually is and how it can really effect your success.

We broke down our definition of CRM as “your business’s strategy for controlling the interactions, perceptions, loyalty, and ROI of the people who are purchasing your product with the objective to keep these customers and increase or maintain revenue.”

Today, we want to really get into how an online scheduling software and other automation tools can and should be a part of your CRM system.

The Value Behind Online Scheduling Software

The value of online appointment systems like Georgie Scheduler go way beyond the ability to make an appointment from any device at any time.  The five listed below only scratch the surface of what you will see with an online appointment software.

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How to Identify your Target Customer

target customer
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Identifying your target customer in a productive way is very likely going to require some research. You can do your own trial and error, watching customer behaviors or read studies on consumer behavior. Chances are you are going to do a little bit of both.

Identifying your target customer is often a process. You will need to be open to your perception of your product or service changing!

You may end up surprised when you discover a whole niche of people interested in your product that you didn’t even think to consider targeting.

To get the process started, start with these five quick steps!

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5 Bad Customer Service Habits to Fix Today

Stop making these bad customer service mistakes!
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Maybe not so surprisingly, great customer service seems to be evasive and bad customer service habits run rampant.

If you run a business that requires you to interact with people, then you work in customer service. The best customer service comes through strategy, practice, and an acceptance that sometimes customers won’t be happy with you.

What makes for bad customer service?

MyCustomer’s 2018 customer journey mapping report identifies 5 key habits that are ruining customer experience with businesses.

The top ranking bad customer service habit is causing customers to be passed around through multiple channels or people. Customer’s cite that this can be more frustrating then the issue they had in the first place. If you’ve every dealt with major phone companies, the irritation of this bad habit is pretty obvious!

A bad customer service habit like this makes customers feel like you don’t actually care and are trying to avoid helping them.  Which is pretty much the epitome of bad customer service and a huge killer for customer retention.

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How to Improve Your Customer Retention in 3 Simple Steps

How to Improve Customer Retention
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No matter what kind of business you are – B2B, B2C, Saas, etc. – your success is going to rely pretty heavily on customer retention. Acquiring new customers is great, but maintaining those customers and creating customer loyalty is what’ll bring your business stability and success.  Really, “better customer retention means more revenue and a better brand reputation”.

3 Great Ways to Improve Customer Retention

First, Set clear expectations and then deliver more:  When you first start working with a client – or even are offering your services – make sure you set clear expectations of what you offer. You don’t want to offer them the moon, if you can only deliver the stars. So, evaluate your services and the quality of your services and what they can truly do for your customer.

For example, if your a massage therapist don’t tell your client that you can eliminate their back pain if you know you can elevate their pain. Eliminate says that after a few sessions with you, they won’t be experiencing any pain at all. Elevate acknowledges that while you know your services will help, you also recognize that the pain they experience could return do to the clients own lifestyle or possible medical conditions.

If you offer too much and can’t deliver, even if what you gave them was amazing, your client will walk away dissatisfied. However, if you are realistic about what your clients can expect they will trust you and keep coming back to you.

Along side this, it’s always a good idea to do a little bit more than what you promised. For example, you might add on a smaller service free of charge. You can offer it, suggesting that if they’d be interest, you’d like to add the service for them to try. This turns into a opportunity to demonstrate that you care about your clients experience, while also showing a service that they may not have realized they needed.

Both will lead to a loyal customer who is willing to spend more money on your services.

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