Less expensive than prospecting, customer loyalty must therefore be at the heart of the daily concerns of managers and sales or marketing managers. How can you retain your customers while respecting customer relations and the GDPR (General Data Protection Regulation)? You may be torn between the desire to perpetuate your customers’ experience by sharing your news, information or offers and the need to respect basic data protection rules. So, opt-in or opt-out ? Phone Partners , an expert in customer loyalty , offers to take stock and gives you some informed advice.
Opt-in or opt-out: a lever for customer loyalty
First of all, let’s take stock of these accurate mobile phone number list marketing terms… In BtoB as in BtoC, a successful customer experience is the beginning of a relationship that we want to make last and nurture over time. For this, communication is the key… And to be able to send the customer your best offers, new products, or simply maintain a relationship , you must have their authorization. Indeed, they must give their approval so that you can record their information in your database and communicate with them in the future.
Opt-in means obtaining the recipient’s consent . If the recipient has not validated, the answer is no. For example, before sending advertising by email or SMS , you must obtain the recipient ‘s consent . Here is the type of sentence that you see most often, as a consumer or customer, appear when validating a purchase: ” If you wish to receive commercial offers from our partners electronically, please check this box .” In this case, the customer’s approach is active since they choose the option.
There are also some nuances:
– Passive opt-in : the opt-in box is pre-checked. To indicate their refusal to receive offers from the company, the interested person must uncheck the box.
– Double opt-in : in addition to the checkbox initially, the recipient must click on a link contained in an email to their address in order to confirm their electronic contact details in a second step.
Opt-in or opt-out: which method is more effective?
Your goal: you want as many the difference between seo and sea of your customers as possible to subscribe to your newsletter in order to build loyalty and be able to offer them your offers.
So in this case you can ask the question in two ways:
– “Who wants to participate?” (opt-in)
– “I’m signing you up and if you usa lists don’t want to participate, let me know and I’ll remove you from the list” (opt-out).
In your opinion, which method has the highest registration rate?
As you will have understood, in a loyalty process via opt-in, the path is long and sometimes costly, but it is essential to respect the GDPR for all companies, taking into account the BtoB / BtoC subtleties.
At Phone Partners , we did not wait for the trend of customer centrics to put people at the heart of our support strategy. The challenge is therefore to be able to offer your customers and prospects a long-term relationship, while respecting their right to choose to maintain this relationship. This theme is for us a delicate and exciting subject of reflection, on which we have been working for years.