Last time we discussed what you should do after a customer purchases your product. Now we move on to the next step in the customer lifecycle: spreading brand awareness and bringing in more sales.

Let’s face it, an unknown brand will remain unknown unless discovered. Word of mouth will always be one of the best medium to let other people know of your brand. And to achieve that, you have to make sure that your customer is always satisfied.

Aside from the usual one time promotion or perks that they will get, you have to make sure that the customer services you provide will always exceed your customer’s expectations. Selling never ends in one purchase. It should linger to your customers till they want to get more. The more they favour your company, the more they would most likely to recommend your product or services.

After onboarding your customers and making them experience your product and services on the Fulfill stage, it is now time to keep them for a long haul. Any business owner loves to have a long lasting relationship with their customers. And this is possible with the Delight phase.

Here’s what happens in the Delight phase:

• Creating a great customer experience
• Creating customer loyalty
• Expanding buying opportunities with your current customer by introducing new products and services to them
• Creating a long lasting relationship with your customers
• Customers referring more customers to you

And here are some effective strategies to achieve all of those:

Offer an up-sell

Up-selling can be in a lot of form. It can be a new or upgraded version of the products, events, services or programs you are already offering. Up-selling can be tricky at times but if you did it right you certainly will gain not only new customers but loyal ones too.

The offer can be in a form of a bundle deal that includes the initial product or service. It can also be an upgrade or in the next level of the initial item your customer has chosen.

For example, if a health and wellness company decides to avail a digital marketing plan from a marketing agency that includes Basic website design and development. The marketing agency can offer an upgraded version.  

This situation is a win-win on both the health and wellness company who is looking for a strategy to start marketing online, and to the marketing company who is selling their services.

Up-selling is a good strategy to help brand awareness through your customer get more from their original purchase while you get more sales opportunity.

It is still best to have an enticing approach towards your customers. You may have the best product available and the best offer they can have, but if your approach is not enticing enough, then it would not succeed. Customers now a days are very smart and would want something that would pique their interest at first glance.

Offer a cross-sell

Unlike up-sell offers, a cross-sell is offering a separate product or service that will supplement the initial purchase.

For example, a customer has bought a cellphone from your store. You might also want to offer your customer other cellphone accessories like a headset, case, monopod, among others so they can further enjoy their purchase.

Cross sell is a good strategy to help your customer enjoy their purchase and an opportunity for you to introduce your other products.

These are effective strategies in the Delight phase that you should always incorporate in your marketing plan to ensure that you create a good customer experience, long term relationship, referrals, and more sales opportunity for your business.

The upsell and cross-sell strategy can be offered during check out, which is during the Delight phase. Which means this strategy can only be applied in the later part of the customer lifecycle.

For this to be successful, you need a higher level of commitment and patience since you have to undergo the Attract, Convert, and Fulfill phase in order for this to be executed. You also need to understand the need of your customer in order for you to offer the right upsell and cross-sell deal to them.

Know your customer

Not everything is solved by giving perks alone. If you are able to analyse and know how your customer thinks, it would also be easier for you to make an effective attack. One thing that customer love is the personal approach. The more that they can relate the more they are attracted to it.

There are a lot of ways to know how your customer think. It can be through email marketing through CRMs such as Ontraport which covers not only the marketing phase of the process but also the after math of each strategies done.

Most tools used for digital marketing helps you analyse and learn how your customer thinks. Social media can also be one medium you can use. The algorithms used by these social media platforms are getting smarter and smarter which you can take advantage of.

Regardless of which strategy you will use, remember one thing: Your customers are your brand ambassadors. They will carry your brand and services anywhere they go. A lasting impression will always hit a big impact towards your brand awareness strategies. All these strategies are just mediums in initiating the overall process. Let the people spread the word far and beyond.

Always focus on your customer’s utmost interest. Take advantage of all the tools and help you can acquire to gain more knowledge on what would be best for your campaign strategies. If you need help assistance to get started in the whole customer lifecycle process, feel free to get in touch with us.

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