Increasing its turnover, developing sales and its activity, achieving its objectives are just as many challenges that you have to meet on a daily basis. And to achieve this successfully, we offer you 4 tips to grow your business in 2020, which we apply to ourselves for our growth.
Invest in improving your customer relationship
A. Put the customer at the center of your concerns
A 5% increase in the loyalty rate can increase your profit by 25-95% ( Harvard Business School and Bain & Company ).
Yet every year , the companies lose an average of 1 0% of their customers, or 50% every 5 years (Harvard Business Review).
Blame it on a lack of communication in more than 68% of cases (Sage): random customer follow-up, non-existent calls, unanswered reminders, insufficient visits, newsletter every end of year celebrations , defective after - sales service or even a disastrous customer experience ... are so many reasons that make you lose a customer.
A weak link in companies, a quality customer relationship is a definite competitive advantage and the main engine of growth for the majors . The recommendation (or word of mouth) that gets your customers to sell to your customers is still the best publicity there is, and we don't need Bill Gates to remind us of good commercial sense.
Tip: do your satisfied customers testify on your website? In a case study? On your Facebook page? On your Google My Business page? On your Linkedin account? During online or offline events? If this is not the case, here is a first concrete and operational lever to activate now. Simple, common sense once again, and basic.
B. Align the customer experience with the market
Beyond the quality of your product or service, it's the way you sell it that will make the difference. What companies like Amazon, Spotify, or even Uber have proven is that placing the customer at the center of a decision-making process , so that they have an unforgettable experience is one of the keys to success and the engine of their growth.
According to an article published in Les Echos (source Fabernovel) this week, " Amazon tracks 500 indicators in real time, 80% of which relate to the customer (or 400!) . In comparison, CAC 40 companies publish only 1.7" indicators -client "on average. There is only wealth in customers ..."
Brian Halligan , CEO of Hubspot (and Forbes Entrepreneur of the Year) tells you more here "How they sell is why they win":
Focusing on the customer, anticipating his expectations and transforming him into an ambassador for your brand, are therefore 3 major challenges for the coming years. Nothing new there. Yes, but who actually does it other than GAFA? Today, consumers are looking for personalization more than ever. They want to feel listened to, cared for, and feel like we are talking to them directly. Do you ?
In 2020, more room for the roughly. Receiving an impersonal message, at the wrong time and of which your customer is not the target, is a strong message: that your company has not yet adapted to the change in the purchasing habits of its customers.
For us, the elimination of friction before, during and after the purchase must be at the heart of your concerns in 2020.
Grow your business by adopting a digital strategy that works
Being present in digital has become obvious and there is no longer a choice, if I may say so, although several companies have still not started their digitalization, or are not investing enough. However, there is a gap between running a simple Facebook page and deploying a real customer-centric digital strategy.
Yesterday's methods no longer work, even those that were still successful 2 or 3 years ago . It is becoming increasingly difficult to be seen by your audience given the amount of content available online. That said, inbound marketing or attraction marketing is still appealing because it has proven its effectiveness, namely:
A. A better ROI
63% of companies increase their turnover in the first 12 months during which they have implemented an inbound marketing strategy
93% of businesses that increase their web traffic by 25% to 50% . For 40% of them, the increase is over 75%.
85% note an increase before the 7th month