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What do you believe is most important in a marketing agency? Is it the company’s personnel, capital, or infrastructure? No, it is its clients! Customers are the backbone of any business. Customers help a digital marketing agency generate good cash flow, allowing it to stay in the market and give services to its clients. To promote client retention and bring a firm to success, a strong relationship between the customer and the marketing agency is essential. Retaining current customers and attracting new customers, customer satisfaction is important. Customers that are dissatisfied are at a retention risk, and losing them will harm the total customer experience.
Let us examine why customer satisfaction is so critical for a Digital Marketing Agency Edmonton:
Increase Loyalty
Studies revealed that 86% of customers don’t mind if they have to pay more for a greater customer experience. Customer loyalty is the difference between a first-time sale and the customer who comes back to you for the rest of his life. If a customer is satisfied with your services, he will recommend your company to others. In fact, the profits of your business could be increased by 25% to 95%, by just a 5% increase in your customer retention. To put it in a nutshell, the more loyal your customers are, the higher your earnings will be.
Serve as Unique Selling Proposition
Customer happiness may also function as your unique selling proposition, allowing you to stand out in a crowded marketplace. This is because people no longer evaluate businesses based on pricing or product. Instead, they assess your business on the basis of customer experience or satisfaction. When you give an exceptional client experience, you create an environment in which satisfaction is high. A better client experience differentiates you from your competitors.
As Bob Hooey says:
“If you are not taking care of your customer, your competitor will.”
Lessen Customer Churn
Churn occurs when a client decides to discontinue the use of your product or service. According to research, 67 percent of respondents attribute turnover to poor interactions. Because bad encounters frequently result in low levels of satisfaction. Assessing customer satisfaction can assist you in determining whether or not customers are churning.
Ensure Business Growth
Retaining your current customers is more important than obtaining new one because it increases profits and existing customers are always willing to buy from you which ensures a continuous revenue stream. According to research U.S people are willing to pay 17 percent higher if they are satisfied with your services. 84 percent of companies noticed an upturn in their revenues by improving customer experience.
Strategies to Achieve Customer Satisfaction
Running a successful marketing agency nowadays is difficult due to the abundance of marketing business available online. Therefore, to achieve customer satisfaction a digital marketing agency should implement following strategies:
Achieve the Promised Goals
Positive reviews are the most important prerequisite for customer satisfaction. One of the reasons for Digital marketing agencies’ poor performance is that they promise too much but deliver too little. Companies frequently overcompensate in order to stand out or persuade clients by giving everything on a lower budget. This act destroys your reputation and results in negative feedback. When proposing a customer you should always prioritise quality over quantity.
Get Customer Feedback
Try to get customer feedback regularly. Customer feedback will ensure how a customer perceives his experience and make sure to keep existing customers happy. When a negative feedback comes, address it as soon as possible, because unsatisfied customers more likely share their opinion than satisfied ones. These negative feedbacks can affect your reputation severely. Be open to customer feedback you receive. Listen to customer feedback, try to use that feedback to make improvements and then tell your customers that you valued their feedback.
Choose Customer Satisfaction Metric
To evaluate customers opinions Digital Marketing Agency Edmonton uses one of the following metrics:
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Customer Satisfaction Score (CSAT)
Customer satisfaction can be measured by CSAT which is a 1-5 scale survey. You can ask questions having 1-5 scale how satisfied are customers.
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Customer Effort Score (CES)
The scale of the CES questionnaire usually consists of 1 to 7. 1 implying best and 7 implying worst.
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Net Promoter Score (NPS)
NPS is the result you get from the “would you recommend” questionnaire. With NPS customers rank the company from 1 to 10.
Conduct Customer Surveys
Surveys are handy tools used for gathering customer feedback.They are like multiple choice questions and play an important role in getting customer feedback , so the feedback generated, must be useful.
External Audit
External audit is an audit conducted by an external auditor usually arranged by higher authority. As the auditor is independent, he provides valuable insights of the company and its employees. It’s a good strategy to measure the efficiency of work quality.
Conclusion
Since people have so many choices, Digital Marketing Canada tries to provide them with a greater customer experience. Greater customer satisfaction helps generate sustainable growth.
