Social Media: How it fits into your customer marketing and retention strategy
Customer retention strategy
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Transcript of Customer retention strategy
www.meramedicare.com
CUSTOMER RETENSIONSTRATEGYPRESENTED BYhttp://www.slideshare.net/DamyantiWaghela/customer-retention-strategy-52002020DAMYANTI WAGHELA
WHO IS A CUSTOMER?
A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.
WHY IS IT HARD TO RETAIN CUSTOMERS?
COMPETITOR’S PRODUCTS
PRICE/SERVICE DIFFERENCE
AFFILITY TOWARDS
OTHER BRAND
MULTICHANNEL APPROACHHELPS TO WIN MARKETS AND ENCHANCE MARKET SHARE
1
MULTICHANNEL
ADVERTISING
WEB ADVERTISING
SME
MOBILEEMAIL
WEBSITE
DIRECT MAIL
CALL CENTER
▪Reminders to loyal customers▪Prescription can be sent via email▪PRIVACY of the customer is
maintained
WebsiteSearch engine optimization (SEO)▪ Medicine▪ Medicare▪ Prescription▪ OTC(These words should be used to pop the website on the top ot the list)
WEB
Web Advertisement▪ Website should be
attractive and creative▪ Advertisement in
pharmacy colleges▪ Advertisement through
social media
CREATING BUZZ
MOBILEApp creation“ASK ME”Customers can get their doubts clearedCan order through the appCompare prices and get suitable medicines
CALL CENTRECustomers doubts should be cleared within 12 hoursA unit should be appointed to handle customers complaints
ADVERTISINGThrough social media, colleges, schools, hospitals,etc.OOH near the junctions Educating the masses regarding the usage of digital media for purchasing medicines
TRAINING
▪ Office team should be trained for handling customer complaints
▪ Soft skill training▪ Training to handle
advance technology▪ Motivation through
appreciation and incentives
INTERNAL CUSTOMERS ARE EQUALLY IMPORTANT
SOCIAL MEDIA
Use big image
SOCIAL MEDIA
INTERNET USAGE (JAN 2015)
BlackGray
243 Mn19% 20 Mn 16%
Active internet users Percentage of the population using net
Active mobile internet users
Percentage of the population using mobile net
Customer serviceEmail marketingLoyalty programspersonalization
AccessibilityCustomer
decision supportPayment optionsRating & reviews
Web analysisOnline survey
Site performance monitoringCompetitor
benchmarking
UsabilityContent targeting
Brand monitoring
Search engine marketingShopping
comparisonAffiliate
marketing
MEASURE & OPTIMISE
RETAIN & GROW
CONVERTACQUIRE
RETENTION PROCESS
UNDERSTAND THE NEEDS OF THE CUSTOMERS
PROVIDE THE REQIURED
SERVICE AND SUPPORT
FEEDBACK AND
COMPLAINT MANAGENEN
T
MAIN STEPS
CUSTOMERStudy the needs Customer profilingData trackingPrivacy
Providing the serviceFree home deliveryComparitive studyProvide suitable option
PromotionSocial mediaMedical professionalsRetailersDiscount offers
AwarenessEducating the massesSmall ads displayng the uasge of digital media for purchasing medicineEmdorsements by filmstars
Feedback UsabilityData miningsurveys
Overall a Smart Choice
THANK YOU
InnovativePassionate
Team
TransparentEfficient
