6 rules of successful customer interaction for marketing agencies

6 rules of successful customer interaction for marketing agencies

Do you want to create a successful and profitable Internet marketing agency? In this case your task № 1 is to form a group of happy and loyal customers. We hope that secrets of customer interaction, accumulated in this article, will make your collaboration lucrative and sustainable.


1.  Learn business objectives of your customers

How can you ensure good results if you have no idea about business objectives of your customers? You must have a clear understanding of the way how your clients define success for themselves. Sometimes it is more important than knowledge of company’s products.

Your advertising campaign strategy should be developed in compliance with these objectives. Marketing specialist Michelle Morgan believes that the agency should act as a part of ordering company and focus on the same tasks in order to win together and lose together as well. This is the key to building a steady relationship.

2. Build personal relations

Marketing agency specialists consider themselves to be excellent analysts, creative writers and competent developers. But few of them consider themselves to be customer relations specialists, and that’s a huge mistake.

Senior specialist of marketing agency Cast Iron Digital Aaron Lewis believes that you should make friends with your customers. Get to know the names of their children, congratulate them on important for them events, and results will surprise you. Customers will keep you abreast of all company news, and will more likely stay loyal to you and will be ready to forgive inevitable mistakes.

3. Maintain continuous communication

Communication is important at all stages of collaboration: in the beginning of it – in order to clearly define goals of the project, afterwards – in order to keep your customer informed about your accomplishments and get to know all company news in timely manner.

Personal meetings are perfect for discussing new strategies and experiments. Senior specialist of agency Clix Marketing Amy Bishop notes that customers will be more open to new ideas if you manage to build trust relationships with them.

4. Choose your customers correctly

Marketing director at WordStream Tony Testaverde thinks that the best way to prevent customer outflow is to choose thoroughly who to work with. Define the group of risk: analyze what type of customers left you, what common traits they had – it will help you to define shady deals beforehand. And then think carefully whether the game is worth the candle.

5. Ask customers about your work

It’s much more useful than guessing whether your customers are satisfied with your services. Do they like everything? Excellent! Are they unhappy? Use it as a possibility to fix everything!

You can use NPS (Net Promoter Score): ask your customers to assess on a scale of 1 to 10 the likelihood of them recommending you to their friends. Customer that gives 9-10 points can be considered as a loyal one, 7-8 points – as one with neutral attitude. Customers that give less than 7 points are in the risk zone, and it’s necessary to improve the interaction with them.

6. Show your accomplishments in regular reports

Facts and numbers have always been the best argument. Therefore you have to inform your customers about generated leads and financial successes via regular reports.

You should understand what results are important for your customers, and focus your efforts on them. Even if your customers don’t know the terminology, your statements should be clear for them.

You have not managed to achieve objectives? Be honest and frank! Include data from different sources into your report in order to show the full picture. And leave your comment, especially if the misfortune was caused by reasons beyond your power, for instance,       seasonality of sales.

Head of digital marketing at WebRanking James Svoboda advises including into report everything that you would tell your customer during personal meeting.