Regardless of your company’s type and niche, customer satisfaction is a key purpose to ensure its viability.
As most marketers and business owners focus on acquiring new customers, creating new campaigns and brand connections with the audience, they fail, or forget, to focus on shaping a customer satisfaction strategy.
Customer Satisfaction Explained
But what is customer satisfaction and how can we make it work effectively?
Customer satisfaction is a broad term that is usually used for how a customer perceived the provided value of a company compared to the value suggested by the same company.
It comprises many stages and steps, but how can email marketing be utilized to ensure higher levels of customer satisfaction?
Let’s take it step-by-step and see the things that we can help improve with using a free email marketing service for our company (no extra budget, exactly)!
1. Raise Awareness Based On Your Brand Identity
When someone subscribes to get informed through your email marketing campaigns, you should remain loyal to your brand identity. Either sending out generic or personalized targeted campaigns, you have to stay true to yourself.
There is no need to exaggerate, over-impress, and send emails all the time. Being to-the-point, simple and authentic will do the trick.
Just make sure that you run an email deliverability test so that your email campaigns will be delivered to your subscribers.
2. Increase Interest Through Personalized Campaigns
Email marketing platforms allow you to use different factors and characteristics to divide your subscribers.
You can divide demographically (gender, age, race) which is a basic segmentation, or you can go the difficult way, which might provide more ROI.
The difficult way is psychographic segmentation, which means dividing your audience based on their opinions, activities, and lifestyles.
This could help you run more targeted campaigns for different products, or even help you share and promote the same product for different types of people.
3. Thank-You Email
After a customer has completed an online, or in-store, purchase, you should have automatic emails sent out to thank them for choosing you.
Your thank-you email should be simple, engaging and provide extra value to your customers.
For this reason, you can add a link that directs them to a landing page of explainer videos of your products and extra features/uses.
Doing that, you will give them more than expected and provide true value to the product purchased and your customer relationship management.
4. Send Feedback Emails
After a short period of time, it would be great if you could send out some feedback emails. You can create a generic feedback survey with closed-ended and a few open-ended questions.
As such, you will be able to have quantitative data for your analysis, but also have more specific details by people wishing to elaborate on their feedback.
This can be integrated with your customer loyalty program, as customers who trust your company will be more honest with positive or negative feedback given.
5. Reorder Email
So this one is a little bit challenging, but it will do wonders once you master the art of it. You need to create a concrete, organized and detailed database of your customers and products purchased.
Then, create an automated email to be sent a short period before the product is expected to be over.
Ask the customer if they were indeed satisfied and give a link directing them to the page of the product they have already purchased.
This will make it easier for them to add the product to the cart and order it.
It is tricky, but if you incorporate such a mechanism in your business development strategy, it will be a great asset.
Customer satisfaction is a complex issue and it needs a lot of thought, creativity, and imagination.
As more and more businesses will focus on customer satisfaction, you can get there and provide your customers with everything they dream of and then some.
So, what do you think? Have you already integrated email marketing in your customer satisfaction strategy?
Let me know your thoughts, point of view and what you would do differently.