Nearly 97% of consumers worldwide claim that customer service is something they consider when deciding whether or not to be loyal to a particular brand. As the owner of a marketing agency, you have to make sure your clients receive the very best experience. Failing to focus on client retention and loyalty is a mistake that can come back to haunt you.
If you feel like your agency isn’t growing as quickly as you would like, figuring out what is holding you back is important. The best way to get this information is by seeking out feedback from your existing clients. These clients can give you an outsider’s perspective on how well your agency is doing and what changes they would like to see. Below are some things you can do to get actionable feedback from your clients.
Make Feedback Collection Part of Your Website
The first chance you have to make a great impression on consumers is with your website. Finding ways to make your website unique and user-friendly can help you generate leads with this digital asset. If your main goal is to collect actionable feedback, then building certain features into your website is wise. For instance, easy-to-find contact forms are a great way to make reaching out easier for your clients.
Developing landing pages specifically designed to gather this type of feedback is also a good idea. By optimizing your website for feedback collection, you can find and fix the problems your clients have quickly. Staying on top of these problems also shows these same clients how important they are to your business.
Schedule Check-Ins With Your Clients
If a business owner feels like the marketing agency they have hired is missing in action, they will quickly try to replace them. Allowing long periods of silence between you and your clients to occur can be disastrous for your bottom line. This is why you have to keep the lines of communication open. Scheduling monthly or weekly check-ins with your marketing clients can help you keep them engaged.
During these check-ins, you need to set aside some time to hear your client out. Asking them for feedback regarding how satisfied they are with the services you provide is wise. Listening to this feedback and making the appropriate changes can help you keep your clients loyal for years to come.
Email is the preferred method of communication for most business owners. Once you sell your marketing services to a new client, you need to send follow-up emails to get some feedback from them. Receiving this feedback early in your relationship with a client can help you set the tone for how things will operate. Generally, new clients will be able to offer feedback regarding their onboarding process and the tactics that were used to attract them to your website. With this information, you can optimize your approach to reaching new clients.
With the tips in this article, you can stay one step ahead of client-related problems.