Customer Satisfaction in Digital Agency

4th Mar 2015

Nowadays, the competition between any types of businesses is pretty fierce and digital agencies are not an exception. While there are a lot of advertising opportunities available, the most effective method for improving profits is via customer retention - studies suggest that a small increase in retention rates of just 5% results in at least 25% increase in the profits generated on annual basis.

When we compare customer retention with any other method for increasing profits in your business, the difference in costs is the first thing we notice - customer retention helps build solid community around the business, which results in really low costs per customer when compared with PPC online marketing for example. Here is how to maintain and leverage customer satisfaction in your digital agency:

Keep in Touch

One of the most overlooked and most obvious ways to boost customer satisfaction is to simply keep in touch with them. No matter whether you already have a solid database with customer contact details or you are just starting out, you need to establish healthy communication with your customers.

The best way to keep in touch with existing and potential customers is via email, so you need to start building yourself an email marketing list.  You can use your existing customer database and also start a company blog, with email subscription options (blogs are great way for generating extra leads for your email marketing campaigns).

Recent studies also suggest that text messages are a lot more effective than emails when it comes to customer retention.

Encourage Large Initial Transactions

Building up loyal community of customers, requires devising a strategy to target them at all stages of the sales process. Furthermore, recent studies suggest that the chance of the customer coming back directly relates to the amount of money he initially spent at your company – people who initially spend large sums for products and services are twice more likely to come back when compared to those that spend the minimum needed.

Personal Approach

No matter what digital marketing products or services you offer, there are already dozens, if not hundreds of companies offering these and this makes it really hard for a customer to remain loyal to specific agency. The best solution here is to provide personalized experience to every customer, which will help develop stronger bond and boost customer retention, as well as the quality of the services you provide.

Loyalty Programs

Loyalty schemes are quite popular method for boosting customer retention and through personalization, you can develop really creative loyalty program. If you provide personalized loyalty offer to each one of your customers, they will be more than happy to refer other people to your business.

Stay Fresh

Digital marketing is probably one of the fastest changing industries in the world and keeping your website fresh is a must. Probably the simplest way to provide extra fresh content is to start a blog – it will also help generate leads for your other marketing and customer retention strategies.


Running successful digital agency in Dubai or any other location, requires development of customer loyalty strategies, which will affect the clients at all stages of the sales funnel. Take advantage of the probably most inexpensive, yet incredibly effective methods for increasing profits in your business. 

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