Customer satisfaction is the key measure of identifying the growth and success of a company. This most valued asset of customer satisfaction is a result of their positive experience while working with a company.
A digital Marketing agency is entrusted with the goal of enhancing the online presence of a customer or their products. Many competent players in the market are dealing in the digital marketing business. In such a scenario grabbing the initial attraction of a customer is easier than maintaining a long relationship and gaining their trust and loyalty.
Customer retention is the smartest strategy to ensure the sustainable growth of a digital agency which can be acquired through positive customer experience. Customer satisfaction is important for a digital agency as it works as a blueprint for new clients who wish to use your marketing services. Therefore, a well-planned customer satisfaction roadmap should be in place to ensure a perpetual business-customer relationship.
Establishing a positive customer service experience is a slow and ongoing process where various stakeholders of a digital agency have to come together for better results.
Here are some potential ways/strategies to increase the customer satisfaction
1. Understand the client’s needs-
Listening and understanding the client’s needs demonstrate how earnestly your digital marketing agency looks for clarity and purpose in a client’s narration. The more a digital agency indulges its marketing teams in better communication with the client, the more customer satisfaction it will generate. If you are not tuned into the client’s perspective, they will be more vocal about the negative customer experience they had with the digital agency. This will not only decrease customer satisfaction but also harm your agency’s position as a brand.
· Roadmap- Listen, Ask and Do
Try to build effective communication with the client. Understand the whole business of your client and pay attention to the areas that require the services offered by digital marketing. Listen carefully to the client’s need for specific areas. Ask about the buyers’ persona of the company or the target audience among whom the client wants to market the product.
2. Consistent quality of service-
The best way to grab maximum customer satisfaction is by providing the best quality of service to them and making it a consistent practice in your digital agency. The marketing strategies should be optimized keeping in mind the client’s expectations, their current reputation in the market, and the buyer’s persona they want to focus on.
· Roadmap- Never settle with mediocrity.
Even if the budget doesn’t look appealing to you, there should be no compromise with the services you offer as a digital marketing agency. Your marketing strategies should be aligned with the audience’s attitude and expectations. The content curation for increasing the online presence of a brand should not be average, rather it should be share-worthy.
Mediocre strategies or content will never help in retaining clients. However, if you cater quality of service to them, chances are that they would come back with more proposals and an adequate budget.
3. Offering an edge to the competitive market-
The online space is littered with marketing campaigns. Some of them are the usual average stuff, but some of them just blow your mind with the relatability they bring with them. This relatability helps audiences to connect with a product more easily and faster. Making such digital strategies that generate a huge number of leads for the client product, surely enhances your agency’s customer experience.
· Roadmap- identify the gap
Your research and knowledge regarding digital marketing campaigns in the competitive market for a similar product would help you identify the existing gap. This gap when curated in a good digital marketing strategy will offer an edge to your client in the existing marketing scenario. Eventually, it will reflect in customer retention and a better customer service experience.
4. Personal approach-
Curating personalized digital marketing strategies is detrimental to achieving the desired customer satisfaction. Your SEO and content marketing strategies should not fall under the one-size-fits-all category. Instead, it should be well-researched keeping in mind the target audience and the context provided by the client. The digital marketing strategies should be persona focused and aligned with the company’s USP, projected by the client.
· Roadmap- Effective communication
Try to engage in multiple conversations with the client. It helps in getting the required brief which is clearer, to the point, and customer-centric. The digital marketing strategies that an agency creates for the client should be the voice of their company and match the tonality of the brand.
5. Have a client feedback strategy –
The client feedback section is the one place where a client can share his experiences whether positive or negative. Every relationship, be it with a client, requires a shared space where the other person feels that his concerns or complaints are being heard and taken care of. The sense of acknowledgment a client feels when his feedback is taken into consideration reflects in the customer satisfaction data.
· Roadmap- Be responsive
Try to be responsive to customer feedback. Their concerns and complaints should be worked on immediately. Establish a mechanism to add testimonials, social media comments, and case studies to the feedback strategy of your digital agency. Client feedback can be used to form customer satisfaction data which can be leveraged to project your digital marketing agency as the premium one in the competitive market.
6. Loyalty program-
Loyalty programs are widely used to determine the life cycle value of the customer and are a great way for customer retention. Offering specially curated and personalized loyalty programs for your potential clients will enhance their experience and will eventually provide the opportunity to get more clients through recommendations.
· Roadmap- Provide additional perks
The loyalty of the client towards your agency is a great measure to evaluate the level of customer satisfaction. Apart from introducing customized loyalty programs, digital marketing agencies can offer additional services to clients for garnering brownie points for a better customer experience.
7. Never forget to follow up-
A digital marketing agency should always create a customer base and a well-crafted email- marketing list to ensure a consistent follow-up with old, existing, and potential clients. A personalized email-marketing strategy can help in following up with the potential customers with whom the digital agency has done some fresh rounds of communication but didn’t get the final deal. Hearing from old prospects through emails would make the customer know your perseverance and dedication, eventually enhancing the customer experience.
· Roadmap-Well-equipped marketing teams-
To maintain the follow-up practice, a digital agency must have a set of dedicated employees and well-equipped marketing teams. Marketing teams should be in charge of customer database and customer satisfaction data which can be insightful for them to evaluate which strategy worked for the company and where the work needs to be done to enhance customer satisfaction.
While customer acquisition is essential to strengthening the initial establishment of a digital marketing agency, it is customer retention that guarantees the long-term profitability of a digital agency. The area of customer retention can be potentially leveraged with strategies that give customer satisfaction to the prospective client. We hope that by tapping into the above-mentioned areas you will succeed in making your client the ultimate advocate of your company.