From the course: Customer Retention
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When and how to use automation properly
From the course: Customer Retention
When and how to use automation properly
- There's a time and a place for automation in your customer retention efforts. And by automation, I mean two things. First, I'm referring to automated marketing that happens without your involvement. It's programmed, it happens while you're sleeping, and it can be an immensely powerful tool in your customer retention toolbox. And secondly, I'm referring to internal automation of customer data and how to use that to boost retention. Let me give you an example of each. We'll start with automated marketing efforts. Have you ever filled out a comment card at a restaurant and given them your birth date only to receive an email or a promotional offering on your birthday? Well, that's a simple way to use customer data and automation for retention. The challenge with automation is it's often used incorrectly and can sometimes do more harm than good. For example, let's suppose you just had a miserable experience at a hotel.…
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