Sincera Management Consultants, LLC

Our Services

We can prepare customized newsletters and teach you how to write properly structured e-mails

The Retention Stage

The main goal of the retention stage is to increase the average customer lifetime (i.e. average length that customers continue to pay for your product or services) by providing on-going value and helping the customer to use or benefit from your product or services.

If your customers are not finding value from your product or services, you want to allow them to cancel as easily as possible.  If they leave on good terms, it increases the chances that you will see them as customers again.

The acquisition stage is focused on attracting and converting prospects that you have met with personally, or visitors to your website and turning them into customers.

The process begins with a clear and transparent message about your products and/or services and should include how your product or services can solve a problem or fill a need, as well as new product offerings and services, along with the value that they provide, or the need they fulfill as well.

The acquisition Stage

An effective communications strategy must address all stages of the customer lifecycle, from acquisition to marketing to past customers (re-marketing), and define the types of communication that are relevant at each level.  We have witnessed numerous best practices from both our first-hand experience and from working with experienced third-party digital businesses and vendors.  

Reinforcing the benefits of your product or service and company in every communication is critical. 

E-mail and newsletters are often the primary sources of contact with your customers and users.  It is important that people actually take the time to read your e-mail and newsletters, and that is much more likely to happen if they receive value from them.  This value can be as simple as providing tips to increase efficiency; perceived value; or updates about new content that is of interest to the user.  As it pertains to e-mail, it should also look the part.  HTML is the standard for e-mail and it should be used to provide clean, attractively branded content.  All of these points apply not only to marketing messages, but also to any communication that you or your company sends.  Responses to a billing question, service request, or providing a receipt should include a personalized message, new offers, as well as relevant informational links of interest to users.

Recognizing the value of clarity and transparency in your communications is a must.  If you do do not clearly communicate what actions or offerings your company will be taking, most e-mail's or newsletters will simply be discarded.  Being clear and upfront in your communications does not take away from your true conversion percentage, and will increase the satisfaction and utilization for your client or customers.

Any e-mail or newsletter that you send should have a line to opt out of future notifications, and/or instructions on how to cancel at a later time.  This allows your customers who no longer want your product or service to leave on good terms and potentially return at a later time.  But before a customer leaves, having a simple exit questionnaire and a retention plan in place will help improve both your offerings,. customer retention, and your bottom line.

Customer Communications

Communications matter whether you're doing business face-to-face or online.  Whether  you do business face-to face, or on-line, anyone who sells a product or service faces many unique challenges.  One of the most critical is effectively communicating with prospective and current customers.  In a daily life overloaded with blogs, e-mails, text and social network updates, gaining the attention of your customer or client is increasingly difficult.  In addition, consumer and innovative companies are shifting toward advanced commercial models, such as subscription or consumption models, for their favorite products and services.  All of which necessitate new rules and new types of communications.