Boosting the relationship
By understanding the different customer lifecycle stages, you're building a solid platform for a longterm relationship with your customers. Visualize the touch points from their perspective to ensure you are addressing them with an interesting and personal dialogue rather than a selfish monologue. Normally, a relationship will last longer, when both parts are listening to, and understand each other.
Voyado provides you with necessary tools, such as customer data, channels and triggers to enable a personal and real-time dialogue. With all pre-requisites in place, you can focus on the fun part – talking to your customers in a personal and surprisingly relevant way.
Talk to the customers on their terms, and always meet them at the right time with a proper message. Don't disturb them if you don’t have anything important to say.
In the world of Voyado, a customer lifecycle starts at recruitment and ends after several months (approx. 24-36) of inactivity. In between there are a lots of reward-and-retain activities you should perform so the customers don't become inactive.
Before throwing yourself into Voyado and start building complex workflows, we recommend you to begin with the design phase. Define touch-points, objectives, segments, triggers, channels, content and offers for prioritized journeys to ensure you have everything covered. Don't think too big but start small and smart, to continuously learn what's working and not. Use these insights as input when building the next workflow, to ensure opening rates and conversion.
Always monitor, test, follow-up and adapt your activities to improve conversions and customer satisfaction.
When the initial mapping is done, it's time to start building. In our construction there are 6 main phases that can be divided into numerous sub-categories depending on your defined objectives and design ideas. As mentioned earlier, don't start too big, but start with the most important touch-points and journeys.
Why should customers join your program? Why will it benefit them? Be clear about what they can expect, what type of communication and benefits they will receive. Nominate store ambassadors who will be responsible for spreading the words in store. Online - great information and UX are your ambassadors. The process to sign up must be both obvious and smooth.
Once a customer has signed up, send them an email to confirm they've made a good decision and remind them of their member benefits.
After on-boarding, you really must put an effort in to activating the customer. The sooner the better, since there's a correlation between time to first re-purchase and profitability. Adapt communication and offers to customer profiles, to improve your chances of being the customer's first choice.
- Retain and Develop
This is one of the most important phases in the customer lifecycle. They should stay and grow here. Show appreciation by sprinkling surprises, offers, services or tips around you. It will boost your relationship. But remember - we all have different preferences, so make an effort to personalize the gifts.
In this phase you work with both ad-hoc campaigns and smart automations. For example, you can follow up on a purchase with tips on how to use something or accessories that go well with it, congratulate customers on birthdays with a promotion or send a reminder if they've left something in their cart.
Have you noticed a customer isn't buying like they used to? It's time to understand why the customer has become inactive and see if you can make any changes or improvements to keep them active. Perhaps they'd appreciate more information on your products, or maybe an offer will do the trick.
How long can you save customer data? Make one last attempt to activate the customer, but if you still don't see them acting on it, it's time to close their account. If it's meant to be, they'll come back.