Strategies and tactics for navigating customer retention post first year
The strategy "Navigating customer retention post first year" aims to increase customer retention by leveraging the Yoast SEO academy. To achieve this, the strategy focuses on three main approaches. The first approach is to optimise the onboarding process. This includes actions like creating a welcome email series, beginner-friendly tutorials, personalised webinars, and an accessible onboarding section on the website. Providing engaging video content and regular follow-ups are also crucial for a smooth onboarding experience.
Another approach is to enhance engagement through continuous learning. This includes offering exclusive access to advanced courses, hosting monthly webinars, and developing a community forum. The strategy also involves creating a rewards program, sending regular newsletters, and using quizzes to gauge learning progress. One-on-one mentoring and certificates of completion are additional methods to keep customers involved and motivated.
The final approach focuses on building strong customer relationships. This involves implementing a loyalty program, conducting regular check-ins, and inviting customers to exclusive events. Personalised service, swift complaint resolution, and a recognition program for loyal customers add to this approach. By addressing customer needs and celebrating milestones, the strategy ensures continued satisfaction beyond the first year.
The strategies
⛳️ Strategy 1: Optimise onboarding process
- Create a welcome email series that guides new customers through the Yoast SEO academy
- Develop beginner-friendly tutorials and resources specifically for first-year customers
- Offer personalised onboarding webinars to address new customers’ unique needs
- Implement a customer success team to provide support during the first year
- Collect feedback regularly from new customers to identify pain points
- Develop a customer onboarding checklist to ensure nothing is missed
- Create a dedicated onboarding section on the website for easy access to resources
- Utilise video content to make onboarding more engaging
- Create an FAQ resource based on common questions new customers have
- Schedule follow-up calls or emails at key points during the first year to check in on progress
⛳️ Strategy 2: Enhance engagement through continuous learning
- Provide exclusive access to advanced courses in the Yoast SEO academy for first-year customers
- Host monthly webinars on different aspects of SEO tailored to new customers
- Create a community forum for peer support and knowledge sharing
- Develop a rewards programme for customers who complete courses in the academy
- Offer one-on-one mentoring sessions with SEO experts for first-year customers
- Introduce a customer blog where success stories and tips can be shared
- Send out regular newsletters with the latest SEO trends and academy updates
- Provide certificates of completion for courses to add a sense of achievement
- Run periodic assessment quizzes to gauge learning progress and tailor further content
- Create short, engaging quizzes and challenges to reinforce learning in a fun way
⛳️ Strategy 3: Build strong customer relationships
- Implement a loyalty programme with rewards for continued subscription
- Conduct regular check-ins through personalised emails or calls
- Invite first-year customers to exclusive events or online meet-ups
- Offer personalised service and tailored recommendations based on customer behaviour
- Send out personalised anniversary messages and offers on their subscription renewal
- Encourage customers to provide feedback and publicly acknowledge their contributions
- Utilise Customer Relationship Management (CRM) software to keep track of interactions
- Address customer complaints swiftly and effectively with a dedicated team
- Provide discounts or incentives for customers who refer new users
- Create a recognition programme for loyal customers to publicly celebrate their milestones
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
