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Customer Loyalty | Back to Basics

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Customer Loyalty | Back to Basics | Thank You

Covid19 is impacting all our business plans and has stalled many major initiatives.

The question is – going forward how will we retain our existing customers and rekindle their loyalty to our brand or service ‘during and after lock down’.

It is imperative as business owners we re-plan and consider putting in place a strategy and tactics for the near future, to rebuild our approach to customer engagement with a view to rekindle our customer base.

Explore a quick and simple but effective way to keep existing customers by recognising them for their business and loyalty to our brand or service and to engage with them directly on a 1:1 basis.

The most effective way to do this is using very basic marketing tactics and to personally communicate on a 1:1 basis.

Devise a communication campaign starting with a single message from the heart of the business saying ‘THANK YOU’ for their loyalty & custom.

There are a plethora of multi media techniques and missives available that we can use to get the message across – choose which is the most cost effective and expedient way to communicate.

Back to Basics: 3 Step Plan

  1. Social media as we know plays a massive role in society and by placing a well structured ‘THANK YOU’ message on different social media means that it will reach as many people as possible as quick as possible.
  2. Alternatively a simplistic well designed printed personalised mailing in the format of a ‘THANK YOU’ card or personalised em message.
  3. A tastefully designed video with a message from the owner or CEO of the organisation or better still the front line employees expressing how much you value your customers and their business played in store (essential businesses only). This can also be featured on social media platforms thanking your customers for their loyalty and reassuring customers your business or service – will be back when it is safe to do so.

But most of all whatever marketing communications tactics you choose – do it now – and do it today!

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Visual Frameworks to stimulate innovation… a starting point when facilitating workshops.

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Consulting Frameworks are helpful when you are trying to stimulate innovation and you need to demonstrate measurable outcomes and results.
Participents new to facilitation and workshop exercices often respond better to visual prompts to facilitate a meaningful dialogue and drive rigour and metrics in the thought process.

Visual toolkit to stimulate innovation… a good starting point when facilitating workshops.

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Analogies that are helpful when you are trying to stimulate the innovation and you need to demonstrate measurable outcomes and results.
Participents new to facilitation and workshop exercices often respond better to visual prompts to facilitate a meaningful dialogue and drive rigour and metrics in the thought process.

Who are Millennials and do they matter?

I am afraid the answer is yes. They do make a difference and are the target of Retailers and Telco’s as well as other major industry sectors. There are 2.5 billion Millennials Worldwide demanding and exercising their right of choice and how they shop. Brands feature heavily in their core shopping habits and are part of their DNA.

New strategies are required to reach this unique technology savvy customer buying group. Marketers are relying heavily on omni channel environments and extensive use of targeted social media.

It is a whole new segment of the universe that from a retail perspective cannot be ignored. Embrace them, meet their demands and you will have their loyalty and wallets. Ignore them at your peril.

Views and comments welcome as usual.

Design Thinking – is it just another Consultant Workshop?

Not Really – Today’s Enterprises are seeking a more holistic view of there Customers and their individual and personal experience with the brand – in addition the impact the brand has in a social, environmental and global arena.

Design Thinking Methodology

Design Thinking when applied with a proven Design Thinking Methodology enables the enterprise to understand the key brand attributes and differentiate your brand or service in the marketplace.

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Understand

Discover & Understand the Hills and Blocking issues that are preventing you from moving forward Emphasise and understand the Social, Political and Economic barriers to entry. Component Business Modelling and ‘Heat Maps’ are a useful starter for the teams to level the playing field.

Explore

Explore every channel, idea or opportunity and Journey map or Touch map the process.  Examine the customer journey ‘trigger points’ in detail and understand the technology required as the enabler to fast track the idea’s.

Ideate and Innovate

Create no holds barred ideation sessions ‘think out of the box’  develop solutions that define and bring out the true essence of the Brand. Prototype and prototype the solutions endlessly and rigourously. Playback initiatives to the teams.

Evaluate the output

Apply metrics and rigour measure to analyse the results, align the commercial results against the defined Business Model and Brand Objectives. Decide on stop,start or go implementation strategy.

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Mobile Strategy- what Mobile Strategy?

In a recent study published CIO’s have ranked Mobility as a priority No 2 in 2017. I find it slightly disturbing only 54% of companies have a mobile strategy in place yet only 34 % have any in-house mobile development skills. in a connected world I would have expected the figures to be higher and of more importance to organisations today. Especially as the consumer usage is on the up see below;

‘ The Sphere of Influence’ – what really impacts our daily lives? http://wp.me/p3aCAV-3n

What influences and impacts our daily lives, Friends, Business Co workers, Loved ones, the Media?

It would appear it is all of these;

Commonly referred to as ‘ The Sphere of Influence’ diagrammatically illustrates this point.

Between friends, family, and an ever-increasing influx of media the influences on us are harder and harder to quantify.  This simple infographic breaks it all down.

Sphere of Influence

Your comments are welcome as always.