HOW TO MAINTAIN RELATIONSHIPS WITH CUSTOMERS
Although the streets are full of billboards and signboards adorning shops or service and service points, we know that they are not the key means of communication with the customer today. Digital marketing and mobile have made many changes to the way services reach consumers. It is worth using the available tools to not only better communicate with our target group, but also to better manage the consumer experience and their points of contact with your company.
The business example that I will be using today is authorized to service stations and other car repair shops. They occupy a unique place in the automotive industry; While showrooms can count on their clients on average every few years, car repair shops are visited even several times a year. Changing oil, tires, car inspection, or the need to replace car parts – regular visits to service stations are a great opportunity to build a strong and lasting relationship with the customer. In the era of more and more developed mobile tools, owners of such websites can gain a lot from these activities!
Mobile – anticipated and personalized contact
Due to the constant and more and more frequent visits of drivers to service showrooms, car repair shops have a really good chance to develop individual relationships with customers. What should i do? Shop around and take advantage of today’s opportunities!
Let’s think about personalized shipping to our customers, which will be an incentive to perform a specific action (e.g. Clicking on a coupon or offer). If we take care of the responsive nature of the emails in our message and it is possible to open it on a mobile device without any problems, then the customer will be able to download the coupon immediately, without having to go through a multi-stage path and perform additional activities.
Personalized e-mails, additionally based on past activities, are crucial for effective marketing of websites and services – then we are sure that we reach the recipient with a message that is tailored to his interests and needs. However, be careful; each of us has once been in a situation where we have purchased a product or service, and in the near future we have received an offer that we have already used. Not only is this frustrating, but it also discourages the customer from using the company’s services.
Don’t underestimate the history of interactions.
If the customer has used the oil change service, you can predict when he will want to visit your service again. Therefore, send him a personalized replacement reminder email a bit in advance, which will include a downloadable discount coupon. Today we all have smartphones with us, downloading coupons straight from the e-mail is simple, fast, and does not require going through several devices, and also eliminates such inconvenience as the need to print.
Marketers can also create campaigns for customers who have not yet used the services or are in the target group defined, for example, on the basis of a given car model they have.
Consolidate the consumer’s life cycle
Although the tools used in marketing change, you should still remember not to lose interest in our customers after using our service. The consumer’s experience of visiting the website should be consistent with that experienced, for example, an email message read on a mobile device. Let us remember to constantly maintain the consumer’s interest in our services. We encourage you to provide feedback after using the service or contact it yourself and ask if the customer is satisfied with it and how we can improve our services. Let him feel that he is very important to us and we want him to continue using our services. You can contact us at firstname.lastname@example.org.