Companies spend millions to attract new customers, but often overlook strategies to maintain customer loyalty. After all, every company must continually gain new customers and expand market share. But gaining new customers is only part of the equation for long-term success; organizations must also retain repeat customers in order to survive. As a result, more and more companies are focusing their attention on boosting customer loyalty – and finding out that it’s not easy. This is why we created a business communication software that helps you improve communications, sales and branding with your existing customers and new prospects. IT departments will love this, because you can create campaigns without modifications to your business software or your document or form templates.
The Customer Loyalty Battle
According to Nielsen, 78 percent of consumers are not loyal to any particular brand, so keeping customers loyal is already an uphill climb. However, the effort pays off for companies willing to do the work. Analysts at research advisory firm BIA/Kelsey tell us that a repeat customer spends 67 percent more than a new one. And since it costs significantly more to land a new customer than it does to sell to an existing customer, working to brace customer loyalty makes good business sense.
Customer Correspondence That Builds Trust
How can you maintain customer loyalty to your brand? One way is by examining how your common customer correspondence serves to help, or hinder, the everyday experience of your customers. Seventy percent of customers cite poor service as a reason for leaving (McKinsey). Do your everyday documents – statements, acknowledgments, invoices and notifications – provide a level of trust and service that will keep them around? If the answer is no, it’s time to do something.
At Eclipse, we are experts at making everyday documents into vital tools to build and maintain customer loyalty. Check out our DocOrigin Business Communication Center software, built from the ground up to help business units, marketing, sales, and other non-technical teams to use existing forms, documents and labels without programming or scripting. Now, your teams can create customer communications that make a difference. You can easily create campaigns, add targeted content, include relevant messaging and coordinate campaigns across multiple documents, accounts and lines of business. All this without needing help from the IT team. With an easy-to-use platform like DocOrigin, you’ll save money, increase effectiveness and boost the lifetime value of each customer. Contact us today to learn more. Don’t forget to ask us how DocOrigin’s Business Communications Center can help HR, Legal and other departments use existing business forms and documents.