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5 easy steps for customer retention

5 easy steps for customer retention

by | May 6, 2022 | Hospitality, Retail

Customer retention

5 easy steps to retain your customers
Reading time: 5 minutes

“When the customer comes first, the customer will last” – Robert Half

What big corporations have been doing for a long time also or especially applies to brick-and-mortar retail, since in an ocean full of competitors, local and online, only those who can stand out from the competition will prevail. Good customer service alone is often not enough.

You are already doing everything in your power, but your customers still don’t come back?

Here are 5 tips to turn your customers into happy regular customers and bind them to you – in the long term.

1. Ask your customer for a review – at the right moment

Reviews are particularly important for local retail and gastronomy in order to be found, known and popular. A high number of positive reviews not only increases your company’s ranking in the search queries of potential customers. They also decide whether your shop is worth a visit or not based on the quality of the reviews and your answers.

Now you’re wondering when you should ask your customers for a review or how best to do it, since asking for praise or criticism usually feels uncomfortable?

To take away some of your shyness: Just the fact that customers are asked for their opinion makes them happy, they feel valued and already strengthens customer loyalty.

1.1 Good timing to request a review

Like many things, your review request to your customers must be considered in relation to your product or service. If you run a restaurant, a bar or a café, it is primarily the experience that your guests should rate. This means that if your guest has just paid the bill with a smile and a full stomach, the review request should be sent to them as long as they are still mentally in the burger heaven. Prompt inquiries should also be made for services such as beauty or lifestyle services. The situation is different with products that have to be tested first. Your customer will not immediately ride the new e-bike as soon as they leave your shop or want to wash first their pair of jeans before wearing them.

1.2 Bad timing to request a review

Again, it depends on the product or service. Your customer should still have it fresh in their mind. Therefore, as a rule of thumb, the longer the durability of the product, the longer you can wait, but not for weeks.

1.3 Your customer takes the initiative himself

Your customer was so enthusiastic and contacted you to say thank you? Or does he have another question about the product he is already raving about? Take advantage of this situation and ask him directly for a review.

2. Omnichannel – meet your customers where they prefer to be

Two exclusive points of contact – your store and your phone – are no longer enough. Even if you don’t necessarily have to sell online via a web shop, your customer still wants to contact you via email, Google, Facebook, Instagram, text messages or your own web chat. However, omnichannel does not mean being everywhere or copying a post from one into all other channels, but rather communicating with your customers where they prefer to do so and delivering the right message on the right channel at the right time.

In order to find the right channels for you and your target group, you will first have to collect and evaluate customer data. Also, some shifting may take place over time. With the right tool, you can simplify collecting and storing this data or the selection of your customers’ preferences in order to be able to adjust your channels accordingly.

3. Make repeat sales as easy as possible

Why are repeat purchases so important? Not only is new customer acquisition five times more expensive than customer retention, 20% of your customers, i.e., your regular customers, also make 80% of your sales. There are also clear advantages for your regular customers: Unlike with a new shop, they do not have to re-enter or leave their data, they also benefit from the knowledge you already have about them. In this way, they experience a much more personalized service compared to a first purchase from one of your competitors. Pave the way for your customers to their next purchase or visit to your store or restaurant.

3.1 Personalize your marketing, especially after the customer has made a purchase, based on customer data and preferences with cross-selling products

3.2 Be available to your customers at all times, i.e., before, during and after their purchase on their preferred channel, ideally in real time. This is how you ensure all-round support.

3.3 Optimize transactional emails and messages: A study by Experian shows that transactional emails, i.e., those on orders, shipping updates, and confirmations are almost 100% of the time opened. Product recommendations for cross-selling can also be placed here.

4. Personalize your communication

Nobody knows your customers as well as you do. After all they have already told you with their previous purchases and you know how to deal with this data. Use this to give your customers the feeling of being known and personally cared for by you. Text messages are ideal for small gifts such as birthday wishes or reminders about products, special promotions or invitations to events, as they have a much higher opening rate than emails. Despite all the personality, don’t forget that your customer is still your customer and not your buddy, i.e., slang, excessive emojis or GIFs should be avoided – unless they fit into your brand concept. Stay true to your company’s values, even with personalized messages.

5. Share the opinion of your customers

Although the reviews that your customers leave on the respective portals can be found, they are given even more weight as customer testimonials on your website. Ask your customers who have written a particularly detailed or outstanding review if you can continue to use it. Not only does this customer feel valued once more, highlighting your customers feedback on social media profiles and your website “first hand” helps you to gain more credibility than your own advertising measures.

“Existing customers are critical for any business, large or small, as they generate the most revenue, drive new customer acquisitions and stay loyal even when comparable products are cheaper from competitors. However, this only works if existing customers feel valued and supported well. Intelligent software and the creation of a customer database provide a great deal of support here, since personalized offers and communications can be automated in this way. Relevant offers at the right time with individual content stimulate and strengthen customer loyalty and are an important part of existing customer care.” Markus Demirci, founder and CEO of mPocket.

Find out what intelligent software for customer acquisition and retention looks like and how easy everyday work can be for you and your team at www.mpocket.io or contact us directly at hallo@mpocket.io for more information.

*For reasons of better legibility only the simultaneous use of male and female language forms is not used. All personal names apply to both genders.

Jasmin Janson

Marketing & Communication Manager mPocket

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Good Customer Reviews? 5 Examples How to react

Good Customer Reviews? 5 Examples How to react

by | May 3, 2022 | Hospitality, Retail

Good Customer Reviews

5 examples how to react
Reading time: 4 minutes

How to receive reviews we have already described. When customers leave a review for your company, you as a company should also react to it and answer it. Because on Google applies the rule: “the more reviews are answered, the higher the company is ranked”. In addition, not only do you always receive a message in the Google My Business app or on the email stored in the Google Business profile when you have received a new review. The authors of reviews also receive a message from Google when their review is answered. This gives you another customer touchpoint. And if we are honest, we all secretly expect an answer to our review and are happy about the attention it brings.

⭐ Well done: You have a new 5-star rating⭐

That’s for sure something you like to read. A new satisfied customer, the entire team has simply given everything once again. Although such a positive evaluation pleases companies, many do not react to it. Perhaps for the reason that they don’t know how to react. But it can be so easy – thank your customers, show them that you are happy that they were satisfied. Because not only have you just received positive feedback, but also one that can bring you new customers. If that’s not a reason to say THANK YOU?!

How do I respond to positive reviews?

Behind every positive review is a person who has taken the time to share their positive experience with your business online. A person who already likes you, your team, your business and service and your products. Thus, the first stone of a good customer relationship has already been laid. With an answer that shows your appreciation to the customer, you simply increase customer loyalty and turn the first-time customer into a long-term one. If you don’t respond customers can quickly feel ignored and unnoticed and will probably choose a different company next time. What you should also not forget is that not only the author of the review reads your answer, but also other potential customers read whether and how your rated company reacts.

How and what exactly you can respond to a positive review we have summarized in 5 examples.

1. Reply personalized

General answers that fit any feedback are not the solution, but only show customers that they are not worth the time to you. What is the best way to show your honest appreciation to a person? By addressing him or her personally with the name and instead of “Dear customer, thank you…” better write “Dear Erik, thank you…“. Already at this moment, your customer has the feeling that his review has been read and he has been valued as a person.

2. Respond to specific points of the review

The customer has just referred to your excellent service in his review? Use this information specifically in your answer. Don’t just thank him for the positive review, but also tell him: “Your review shows us as a team that we are on the right track and that we are doing a good job as a service team“. Thus, you show that the review has been read and accepted by you in detail.

3. Give recommendations and tips for a future visit

We know it from online shopping “Because you liked product x, you certainly like also…” – that’s how the so-called upselling works. Nicely packed, you can also use this strategy in your review response. Your customer enthuses about your shrimp plate, then tell him that you always offer shrimp all-you-can-eat on Tuesdays. Thus, you show that you have read the review and simply encourage him to visit you again.

4. Share customer reviews

Some people also speak of customer statements: Real reviews of customers that are shared on websites and the social profiles of companies. On the one hand, companies show potential customers directly what other customers have positive things to say. On the other hand, it’s a reaction of a company to a positive review: “We appreciate your review, we want to share it with everyone”. Before you share a review, however, you should ask the author for permission.

5. Give something back to your customers

We all like it when we get something in return, for example a discount coupon, a free product, a special consultation or a document with a detailed explanation of the product – as a small thank you gift. As already mentioned, not only the author of the review, but also interested parties read your answer. When prospects realize that you’re giving something back for positive reviews, they’re more likely to visit and rate you. “We are pleased to hear that you are satisfied with product X. We have a little surprise for you with which you can get even more out of the product…“. However, the same law applies to all. This means that you should be consistent and give something back to the others who have rated the same product, otherwise your customers will quickly get upset.

Now you know how important reactions and responses to reviews are. At the same time, you probably think that this sounds like extra work for you and your entire team. Feel free to contact us hallo@mpocket.io and visit our website and we will show you how to make it easier.

*For reasons of better legibility only the simultaneous use of male and female language forms is not used. All personal names apply to both genders.

Carolin Becker

Marketing mPocket

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WhatsApp – New Communities Feature

WhatsApp – New Communities Feature

by | Apr 27, 2022 | Retail

WhatsApp

introduces new community feature
Reading time: 4 minutes

WhatsApp, the instant messaging service founded in 2009 and acquired by Meta Platforms (former Facebook Inc until 2021) in 2014, is one of the most popular messengers in Germany with 58 million users every day.

In addition to instant messaging, voice messages, images, documents and live locations can be sent to individuals or groups, or voice and video calls can be made.

WhatsApp also has solutions for the business sector: WhatsApp Business enables SMEs to communicate with customers. The enterprise solution is suitable for larger companies that offer customer service via the WhatsApp chat, live agents or chatbots (e.g. banks, airlines or e-commerce retailers).

Additional features have been tested in pilot countries for several years: In India, for example, payment via WhatsApp.

Now the popular messenger service is trumping with a new feature, despite ongoing criticism in terms of data protection: The community feature.

According to the mother company, the new function called “Communities” is intended to create a platform for communication and coordination within a community.

“Here the Meta group hits the nerve of the time again. In Corona times, people rediscovered the “we”. They are again increasingly relying on cohesion, community and togetherness. Common values play a major role here and these need to be communicated consistently.” Markus Demirci, Founder and CEO of mPocket.

Individual group chats are supposed to be created with this function within a group, the community. It should be possible to link up to 10 individual groups within a community. For example, a football club can be divided into men’s, women’s, youth and children’s teams. Updates received at community level can be further discussed in the individual subgroups. The community, the football club, plans the summer festival and assigns tasks to the individual teams. These tasks can then be discussed in detail so that the entire club does not receive the message. Like this it can be avoided to be quickly disturbed or that the overview is lost.

Powerful tools for the admins are implemented, according to Meta, including announcement messages which can be sent to everyone and the control over which groups can be included into the community. Incorrect or problematic messages can be removed by the group administrators.

The community feature also includes emoji reactions so the users can quickly share an answer or opinion without flooding the groups with messages.

“Here WhatsApp delivers as well exactly what users want: Fast communication with just one click. A certain emoji often says more than a thousand words or expresses the feeling in such a way that the recipients really get it.” Markus Demirci, Founder and CEO of mPocket.

Even larger projects should be possible for the users of the communities’ platform: The joint use of files is extended to files with up to two gigabytes. One-tap voice calls with up to 32 participants are intended to serve those situations in which a chat would be too time-consuming but face-to-face meetings are not possible.

Meta also added that communities are inherently private and will continue to protect messages with end-to-end encryption. The new feature will roll out in a few countries over the next few months before being rolled out globally.

“During the pandemic, most people had to get creative to communicate and collaborate remotely. With the communities’ feature, WhatsApp offers a solution that will certainly bring some advantages and follows other messenger services so as not to fall behind.” Markus Demirci, Founder and CEO of mPocket.

Would you like to know how you can chat with your team in a targeted and structured way already today? Completely data protection compliant, when it comes to confidential contract data of your customers?

Check out our solution at www.mpocket.io or contact us directly at hallo@mpocket.io for more info.

We would be happy to advise you how you can structure the tasks for your team better so nothing is forgotten, how to improve your communication and thus your team spirit and turn your customers into regular customers.

*For reasons of better legibility only the simultaneous use of male and female language forms is not used. All personal names apply to both genders.

Jasmin Janson

Marketing & Communication Manager mPocket

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How to use the Google Business Messages

How to use the Google Business Messages

by | Apr 14, 2022 | Hospitality, Retail

Google Business Messages

Chat directly with your customers on Google
Reading time: 3 minutes

Messenger services such as WhatsApp, Telegram and Co. are regular everyday life for us, we text with our families, we chat with friends and colleagues. The use of messenger apps is 88.8% in Germany alone, according to the Digital 2021 Germany Report. Why shouldn’t we, as end customers, also chat directly with a company on Google if we still have a question or need more information? Imagine you want to give grandma Kate her favorite plant for her birthday, wouldn’t it be super easy to ask the nursery nearby on Google directly if they have exactly the plant before you swing on your bike and drive there? If you are a retailer yourself, you also have the additional chance to convince one or the other still undecided customer of your business.

How you can activate the messaging function, Google Business Messages on Google and thus enable customers to contact you in real time on Google and Google Maps you will learn now.

Activate the message function

Before you can even activate the messages/chat function, you first need a Google Business profile. If you don’t have a profile yet, we provide a free guide for you on how to easily create your profile.

Download free Google profile guide

Once you’ve created your profile, or if you already own one, you’ll need to log in to your profile first. In your business profile dashboard, you’ll find the Messages tab in the left search bar. Here you can enable the messaging feature for your Google Business Profile. Once you’ve enabled messaging, your customers can connect with your business on Google and Google Maps using the “Chat” or “Request a Quote” or “Booking Request” button.

Chat with your customers

When a customer now writes you a message via Google, it will be displayed in your company profile, under the Messages tab and is therefore visible to all owners of the Google Business profile. In addition – as with reviews – all owners of the company profile are informed about new messages by e-mail and can chat with customers. It is important here that you or your team reacts promptly to the messages from customers. If a company does not respond within 24 hours, Google may deactivate the chat function again. However, it can be easily reactivated in your Google Business profile as described above. Messages are stored in the company profile, so you can always fall back on a conversation. If you delete one of your messages, it will only be deleted on your devices, in your profile, but remains visible to your interlocutor.

Facts about Google Business Messages

To give you more time and to give your customers an immediate response and feedback if your team is not directly available, an automatic welcome message can be set up. In addition, photos can be shared with customers in the Messenger, so you can, for example, send your products directly to your customers as photos and convince them even better of your products. Visuals usually persuade more and easier than just words. Learn more about this customer thanks to their Google profile. When a customer writes a message, you will first see the Google profile username, but the “About me” page may provide you with more information, such as the full name or a profile picture, if the customer has uploaded one. More information enables you to recognize or classify potential customers in order to provide them with even more targeted advice on site.

You want to learn more about how messenger services can be useful to you in customer acquisition and retention and how you can make it easier for you to be present and chat in the different messengers? Then write us in our web chat on www.mpocket.io or directly to hallo@mpocket.io or on Google and Google Maps. We look forward to hearing from you.

*For reasons of better legibility only the simultaneous use of male and female language forms is not used. All personal names apply to both genders.

Carolin Becker

Marketing mPocket

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How to get more Google reviews

How to get more Google reviews

by | Apr 13, 2022 | Hospitality, Retail

Google reviews

How you can receive more reviews on google
Reading time: 5 minutes

Everyone knows them: Those little stars on Google and Google Maps. Especially for local companies, Google reviews are important, they help you as a company not only to convince new customers with the opinions of existing customers. They also affect your SEO (search engine optimization), so you can be found by customers online. When a customer searches for “best mobile phone shop near me”, only the shops in the area with many good reviews are displayed directly at the top. For this reason, it is important that you also collect many good reviews on Google. More positive reviews = more customers & sales.

Before you can even collect Google reviews for your business, you need a Google Business profile. This profile is what searchers see next to your website when they are looking for your business on Google and Google Maps. If you don’t already have a Google Business profile, here’s a free guide to creating it for you.

Download our free guide

Once you have a Google Business profile, it’s all about collecting reviews. What exactly can you do to get more customers or guests to rate you on Google?

1. Ask directly for reviews

It’s always like that when you want something from someone else – you can’t get around asking for it right away. This is also the case with reviews: If you want to receive a review, you must ask for it. There are several ways and methods to ask your customers for a review.

Ask personally on site

You just advised a customer in your store and they eventually decided to buy one of your products. The customer himself tells you that he is happy about the business and your advice. Of course, you’re happy to hear this, but wouldn’t it also be great if others could read this customer’s positive opinion on Google? This would be the perfect moment to ask directly for a review. Even if it may feel unnatural and perhaps a little unpleasant for one or the other, what can you lose? Try that: “I’m happy to hear that you liked our service and products. I’d really appreciate you leaving us a review on Google as well.”

Ask on social media

Social media is also one of your digital sales channels? Customers often share their experiences with your business and products in their Instagram or Facebook stories or posts and link to you. Or they write you a direct message with their experiences. Share those stories in which you have been linked and show your customers that their opinion means something to you. Like, share and comment on the posts in which you have been linked and simply ask for a review on Google via direct message. “Hi, we are happy to hear that you like our products. We would be even more pleased if you could share your opinion with others on Google.”

Ask in a text message

You are in contact with your customers via text message in popular messenger services or via e-mail. Use this contact option as well to ask your customers by message for a review.

As you can see, you can use any contact option with your customers to ask directly for a review.

2. Embed a link when asking

You can make it even easier for your customers and share your own Google review link directly with them. Thus, they can rate you directly on Google with just one click. To get the link, all you have to do is log in to your Google business profile, simply click the “Share form” button in the “Get more reviews” section of the homepage and copy the link. You can now save this link wherever you want to ask customers for a review.

In a message

Don’t just ask your customers for a review in your next text message or email but send the review link directly in the message. If your customers see that they just need to click a link to leave a review, they’re probably even more willing to do so.

As QR code

You often distribute flyers, brochures or even your business cards to customers? On the tables in your restaurant you put cardboard displays with the current daily specials? Use your print advertising to collect reviews online on Google by printing your review link in the form of a QR code. Since the pandemic, these codes have been all too familiar to all of us and everyone knows how to open them. For example, you can create your own QR codes easily and free of charge with qrcodemonkey. Simply include the link and design your code as you like.

In the social media profile

Your company already has social media profiles? Simply add the review link to your information or biography. To bypass the 1-link rule on Instagram, you can use Linktree in order to generate a separate landing page on which you can enter different links, such as your review link.

3. Let your digital mPocket assistant ask

At mPocket, we know how important reviews on Google are for businesses and call it our mission to help local retailers get more reviews with our digital solution. For this reason, you can send personal review requests with mPocket to customers with one click or fully automated directly after their purchase.

No matter how you ask your customers for a Google review, it’s always important that you respond to and comment on the reviews. Thank them for the positive review and show them that you value their opinion. This way, you build trust with your existing customers and your potential new customers – a good basis for a long-lasting customer relationship.

If you want to learn more about how to use our app to collect more reviews and manage and respond to them even more easily, visit our website www.mpocket.io or write and send an email to hallo@mpocket.io. We would also appreciate your feedback on this post in the comments below and/or a positive review on Google.

*For reasons of better legibility only the simultaneous use of male and female language forms is not used. All personal names apply to both genders.

Carolin Becker

Marketing mPocket

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