First, some excellent news: It’s far cheaper to retain clients than purchase new ones. Nonetheless, shopper expectations are excessive and rising. 78 p.c of consumers say they might be extra loyal to a model that understands them and what they’re in search of. That makes it extra vital than ever to ship seamless, customized CX within the moments that matter most.
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Step Up Your Cross-Selling
In our new Airship Journeys playbook, we outlined three journeys to maintain clients engaged through the retention part of the shopper lifecycle. Try the examples beneath – based mostly on real-world case research from a number of the main manufacturers already utilizing Airship Journeys to amass, retain and develop – and obtain the playbook at this time!
Step Up Your Cross-Promoting
In relation to push notifications, timing and context are every little thing. Prospects are more likely to answer event-triggered advertising and marketing than mass-marketing campaigns. That’s why this journey makes use of event-based automation to ship completely timed cross-selling messages for patrons attending a sporting occasion.
The primary message lands the day after a ticket buy, with an in-app notification alerting ticket-holders in regards to the concessions of their particular seating space. Then, after they scan in on the occasion, they’ll obtain a proposal for discounted workforce merchandise – in order that they don’t miss out on sporting their workforce colours on the subsequent sport. It doesn’t get extra contextual than that!
Present Your Worth
To domesticate buyer relationships, you have to present them how a lot worth your model has to supply. This journey leverages the facility of Airship Journey’s channel orchestration to nurture clients on the channels they opted in on and spotlight helpful options, like referral incentives and low stability alerts. Plus, by leveraging buyer intelligence, you’ll be able to take your personalization to the following stage and present your clients you actually get them. For instance, by providing a bank card co-branded with their favourite sports activities workforce!
Get Forward and Stop Churn
Churn could also be a truth of life for entrepreneurs, however with just a little proactivity and the suitable instruments, you may get forward of it. This cross-channel journey leverages Airship Journeys’ AI and predictive algorithm, which robotically triggers the journey based mostly on a buyer’s propensity to churn.
The journey begins on the shopper’s precedence channel with messages selling options they is probably not utilizing. In the event that they don’t re-engage after the primary two messages, the follow-up followers out to all opted-in channels to make sure they don’t miss it. The result’s a seamless sequence of cross-channel messages to maintain clients engaged, earlier than they develop into inactive.
These are just some examples of how you need to use Airship Journeys to construct buyer journeys that domesticate loyalty and maintain them engaged for the long-term! Keep tuned for our subsequent put up, which is able to cowl the expansion part. Within the meantime, obtain the complete Airship Journeys playbook at this time for extra insights that can assist you purchase, develop and retain!