Wie schaffen Sie durch integriertes Marketing ein konsistentes und personalisiertes Kundenerlebnis?

La satisfacción del cliente es el grado en que un producto o servicio cumple (o supera) las expectativas del cliente. Se basa en su experiencia general con la marca, desde la atención recibida hasta la calidad del producto. La lealtad del cliente, en cambio, es el compromiso emocional y racional que lleva a un cliente a seguir eligiendo una marca frente a otras. Es el resultado de experiencias positivas repetidas, confianza y valor percibido.

It is essential to establish brand consistency across both offline and online touchpoints, with the minimum goal being to align the brand's presentation with the inspirational messages conveyed in campaigns and reflected in products and services. Consistent messaging builds trust and strengthens the brand's character, leading to higher customer satisfaction and loyalty.

Put it the other way - if customers *aren’t* satisfied and loyal, not only will they not return, but they may pass their feedback on to other customers. They may move directly to your competitors. They will leave a gap in your pipeline that you have to fill. As it says here, it’s easier and cheaper to retain customers than win new ones. And if you aren’t working to keep them engaged, happy with your product or service, and leaning in to develop the partnership, someone else will do so, and you’ll be out of a sale, and maybe a job. Worth adding that the buzz of doing a good job for your clients is (for me!) equal to the buzz of a new biz win. If you don’t feel that way, maybe customer success and account management isn’t for you.

Types of surveys, such as customer satisfaction surveys, Net Promoter Score (NPS) surveys, and customer feedback surveys provide valuable insights and feedback. Customer reviews across platforms, such as social media, online review sites, and the brand's website can provide valuable insights into customer satisfaction and loyalty. Repeat customers are likelier to recommend the brand to others and leave positive reviews. Customer retention rate shows the percentage of customers who continue using a brand's products or services over a period. High retention rates indicate high customer loyalty. Customer lifetime value is the total value a customer brings to a brand over their lifetime. Higher CLV indicates higher satisfaction and loyalty.

Data is important, but be sure to measure both quant and qual. Take time to TALK to your customers, as well as analyse the data, because storytelling, testimonials and feedback can paint a picture that reinforces and enhances the hard numbers. And of course, you can use the quotes for further promotion. Win win!

Creating a consistent and personalized customer experience through integrated marketing involves a strategic approach that ensures all marketing efforts are cohesive and tailored to the needs and preferences of individual customers. Here are some steps to take: Define your target audience: Identify your target customers and understand their preferences, behavior, and buying habits. Develop a customer journey map: Map out the different touchpoints a customer has with your brand, from initial awareness to post-purchase follow-up. Establish a consistent brand voice and messaging: Create a brand voice and messaging that aligns with your customers' preferences and consistently use it across all marketing channels.