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Your Goal at the Retention Stage: Increase Lifetime Value
In the retention stage, your marketing persona is already a customer of your product. Your objective is to increase the value you can extract from them directly by generating repeat purchases, upsells, or reducing churn; or indirectly by improving brand image or promoting referrals.
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Content Marketing
The objective of the content you'll create at the retention stage is to keep your existing customers happy by providing ongoing value (even after purchasing.)
Content ideas:
Monthly financial performance newsletter summarizing investment portfolio growth and strategies
Blog post: '10 Ways to Optimize Your Financial Planning in Retirement' providing continuous education for existing clients
Client success stories video series highlighting transformed financial situations thanks to ongoing advisory support
Interactive webinar: 'Staying On Track: How to Adapt Your Financial Plan Over Time' encouraging engagement with existing clients
Personalized annual financial check-in email campaign reminding clients about their financial goals and next steps
Exclusive access to an educational eBook: 'Advanced Investment Strategies for Existing Clients' delivered through email
What to measure:
Open rates on newsletters
Number of views on client success videos
Engagement metrics on webinars
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SEO
At the bottom of the funnel, you'll want to make sure your marketing persona can find all the information she needs to get the most of your product (e.g. knowledge base articles), or to solve any problems that may arise (e.g. support/contact page.)
Keyword ideas:
financial planning for existing clients
how to adapt financial plans over time
importance of regular financial check-ups
advanced investment strategies
top financial planning tips for retirees
wealth management for high-income families
personal finance for retiring professionals
establishing trust with your financial advisor
impact of financial advisors on long-term investment results
What to measure:
Organic traffic to retention-focused content
Keyword rankings for client retention terms
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Paid Advertising
At this stage of the funnel, you might choose to be run campaigns promoting of new features, upgrades, or promotions.
Target audience ideas:
[Remarketing] Facebook Ads: Target customers who have engaged with previous content about personal finance optimization
[Remarketing] Google Ads: Show ads to clients who visited account management pages urging them to attend the upcoming webinars
[Remarketing] YouTube Ads: Retarget viewers who engaged with success stories, promoting a new client testimonial video
[Prospecting] LinkedIn Ads: Target existing clients who haven't engaged with recent educational materials on financial planning
[Remarketing] Instagram Ads: Showcase testimonials from clients who benefited from the annual check-ins offered
What to measure:
Click-through rate on retargeted ads
Participation rates in retargeted promotions
Cost per engagement with client success stories
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Social Media
Retention campaigns on social media revolve around building a sense of community with your existing customers. You'll do a lot of monitoring of brand mentions on social media.
Social media campaign ideas:
Regular client spotlight posts on Instagram showcasing satisfied customers and their financial achievements
Host a live Q&A on Facebook addressing questions from current clients about ongoing financial strategies
Initiate Twitter discussions about common financial challenges retirees face, offering insights as a financial advisor
Create LinkedIn polls for existing clients to gather feedback on the types of services they value most
Monitor social media for mentions of advisory services, responding to any inquiries or concerns raised by clients
What to measure:
Engagement on client spotlight posts
Feedback collected from Twitter discussions
Reach of live Q&A sessions
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Email Marketing
Retention email campaigns will be a mix of educational emails (onboarding, activation, etc), transactional emails (reports, receipts, reminders, etc), and promotional emails (upgrades, upsells, etc.)
Email marketing campaign ideas:
Quarterly performance report emails providing personalized insights into client investments and updates
Follow-up email campaign post-webinar encouraging feedback and further inquiries about their financial plans
Client appreciation email: 'Thank You for Trusting Us with Your Financial Future!' with highlights of recent successes
Regular educational email series focusing on advanced strategies and updates in financial regulations
Holiday greeting email featuring tips for year-end financial planning, fostering ongoing engagement
What to measure:
Response rates on performance report emails
Engagement with follow-up emails
Client satisfaction ratings from appreciation email campaigns
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Marketing Experiments
Your retention experiments will have the objective of maximizing lifetime value of existing customers.
Experiment ideas:
A/B test different subject lines for quarterly reports to see which sees higher open rates
Experiment with varying formats for client success stories to determine delivery effectiveness
Run a split test on webinar registration forms to reduce drop-off during sign-ups
Test sending email reminders about ongoing services to assess engagement improvements
Evaluate the impact of personalized content on social media engagement with existing clients
What to measure:
Open rates on test emails
Engagement metrics from webinars
Conversion rates from social media campaigns