One of the more powerful, but underutilised, aspects of Lifecycle Marketing is to deliver and satisfy the customers who purchase your products and services.
This stage is incredibly important because it ties purchases with customer retention and helps you to maximise lifetime customer value.
Each business has it’s own unique way of delivering product services services to customers.
The ‘Deliver & Satisfy’ stage of Lifecycle Marketing is the stage where you fulfil on your commitments and provide additional value that delights your customers. It’s where where you can set expectations and add value to your customer relationship by providing personalised follow-up.
The great thing is that it doesn’t have to be only via email. In fact, it’s a great opportunity to use multiple channels to get your point across in a friendly and warm way.
How Do You Automate This?
You might be wondering, “How am I going to automate this?”
There are many ways to automate this stage and it depends on the specific needs of your customer. In some cases, it’s as simple as sending a thank-you message on top of the order confirmation.
The point of automation is to scale your human relationships, not to replace them. Think about what small things you can do to humanise the interaction and share your personality.
Ideas for content in the Deliver & Satisfy stage of Lifecycle Marketing include sending a postcard, sending an email containing a one-to-one video thanking them for the sale, sending a handy guide on your product or service, or even a quick phone call from a member of your staff to contact the customer and answer any questions they might have about their order.
The best thing is that you can deliver before they expect it. You can pick up the phone to acknowledge the order or keep them updated as to the progress of their order. A simple “Thank you” can be as important as the product or service you are delivering to them as a business.
The next stage of Lifecycle Marketing (“Upsell Customers“) helps you to generate more revenue from existing customers.