Client Retention and Reporting: Keep Your Clients Happy and Paying
Has your digital agency been drawing blanks? I mean, you have the whole package – creative services, a reliable delivery system (including talented staff), and attractive pricing. But your performance is still falling short of expectations for some reason and client churn is becoming an issue.
The experts at 10X White Label understand the pain and frustration of trying (in vain) to keep your customers happy. Plus, this white label advertising agency suggests that you reconsider your approach. Maybe your clients aren’t getting the attention they deserve. Or your reporting modalities need a refresh. Chances are, your clients may appreciate a more proactive approach.
So how can you enhance client retention? Stick with us as we discuss some steps you can take to stem client attrition:
1. Client Reporting
Who likes to stay in the dark regarding the progress of their project? Nobody, that’s who. Doesn’t it make sense to keep your clients in the loop? Definitely. Your customers need a clear idea of how their funds are utilized. Otherwise, they’re likely to move on.
For starters, client reporting involves discussing the performance of a digital marketing campaign. Such sessions allow you to present information such as impressions, traffic, leads, and conversions. Doing so can improve client retention as it reveals your agency’s capacity to manage campaigns.
Plus, the meetings shouldn’t be a once-in-a-blue-moon occurrence. Update your clients weekly, bi-weekly, monthly, or quarterly (whatever works). That said, investing in reporting software can make the entire process bearable and systematic.
What’s more, it’s easier to track your performance based on the feedback you get from your clients. In so doing, you can address problem areas and, most importantly, cause customers to stick around as they know you have their interests at heart.
2. Focus on Results
What do you bring to the table? Sure, your customer’s rank may have increased over time (following your input), but is that all there is to it? For sustainable client retention, address all the metrics that collectively contribute to the success of a campaign. Otherwise, you could be digging your grave, especially if you’re dealing with less technically inclined clients.
This includes tracking page visits, duration per visit, form submissions, and abandonment rate. It’s also advisable to review the number of page downloads, bounce rate, and phone calls. In essence, don’t skimp on data that helps to define your journey – from enhanced rankings to conversions.
And while discussing such metrics, use easy-to-understand language. Remember, your customer may not be conversant with the technical jargon related to digital marketing. And since your goal is to ensure they keep paying, they should see the correlation between your effort and their expected results (profitability).
Thus, if your reports detail the progress of a campaign, your clients are more likely to stay on board. And once their profits take off, they’ll be more inclined to give credit to your agency. In turn, this can help you maintain a good relationship with them. Plus, it can win you referrals.
3. Show Responsiveness
Communicate effectively and continually stay in touch with your customers. The more responsive you are to their needs, the higher the probability of retaining them.
Show customers your willingness to go the extra mile by responding promptly, regardless of how insignificant their concerns may seem. You may also use a system that provides automatic responses whenever you receive general queries from customers. This assures your clients that their messages aren’t falling on deaf ears.
Moreover, be prepared to address issues that crop up during a campaign. No matter how minuscule, taking swift action speaks volumes about your commitment to providing excellent services. It also shows you prioritize your customers’ well-being.
Even if a client isn’t among the big fish in your pond, let them feel like they are – by ensuring they don’t feel marginalized, ignored, or taken for granted. You never know; a seemingly small client may become your biggest asset later.
4. Admit Your Errors
Some agencies believe they know it all and are infallible. However, such an attitude could lead to your downfall, however lofty a position you think you occupy.
Transparency means you’re willing to admit wrongdoing when you don’t hit the mark or fail to meet a client’s expectations. It’s a sign of humility and reveals your willingness to accept responsibility for your actions.
So, as you discuss a client’s report, be open to criticism, and show your willingness to learn from your mistakes. Openly apologize for errors or omissions on your end. No one is invincible – your ability to right the wrongs can go a long way toward securing loyal customers.
The success of any digital marketing agency relies heavily on client retention. The tactics above can help to keep your clients engaged and profitable. And happy customers are more likely to loosen their purse strings. Hence, do your bit, and a bright future might await you – as more customers troop in seeking your expertise.