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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.
Customer lifetime value (CLV)
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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 newsletter featuring property market updates, investment tips, and customer success stories for both First-time Fiona and Investing Ivan
Webinar: 'Maximizing Your Home Investment' covering strategies to maintain and increase property value for current homeowners and investors
Blog post series: 'How to Maintain Your Property Value' offering resources for new homeowners like Fiona and investor tips for Ivan
Case study: 'From First-Time Buyers to Seasoned Investors – Transformations after working with our agency' showcasing long-term client journeys
Video content: 'Behind the Scenes: Our Client Success Stories' highlighting testimonials and shared experiences of satisfied clients in home buying and investing
Exclusive access to a resource library: Providing continuous educational materials for clients to refer back to throughout their homeowner/investor journey
What to measure:
Open rates for newsletters
Engagement metrics on webinar attendance
Traffic to resource library
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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:
Keywords: 'how to maintain property value', 'property investment ROI strategies', 'post-purchase support for homeowners', 'success stories from real estate buyers', 'home improvement tips for increasing value', 'long-term property management advice', 'the benefits of working with a real estate agent', 'real estate agency client testimonials', 'investment strategies for seasoned investors', 'financial tips for new homeowners'
What to measure:
Organic traffic to retention-focused content
Keyword rankings for retention-related searches
Number of backlinks gained from case studies and testimonials
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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: Clients who have previously completed a purchase but haven’t engaged with follow-up resources recently
[Remarketing] Google Ads: Users who downloaded educational resources on buy/sell processes but haven't utilized after-sale services
[Remarketing] YouTube Ads: Previous attendees of webinars featuring client success stories, nudging them to leverage additional services or resources
[Prospecting] Facebook Ads: Targeting homeowners interested in renovation trends encouraging them to explore additional services like staging or photography
[Prospecting] Google Ads: Targeting searches for property value maintenance resources, encouraging past clients to revisit your services
What to measure:
Engagement rates on remarketing ads
Reconversion rates from previous clients
Cost per engagement (CPE) on retention campaigns
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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:
Social media campaign: 'Client Highlight of the Month' showcasing transformations and experiences of clients who bought homes through your agency
Engagement posts asking past clients to share how their homes have improved and how your agency helped them during their buying journey
Facebook group discussions for past clients focusing on sharing updates and challenges to foster community and brand loyalty
Instagram stories featuring 'Home Maintenance Tips' tailored to first-time buyers and seasoned investors
Monitoring social media mentions of the brand to engage and encourage organic discussions about clients' experiences and successes
What to measure:
Engagement increase on client highlight posts
Participation levels in Facebook groups
Reach of educational content on Instagram
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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:
Monthly performance report email highlighting market updates, individual client progress, and opportunities for further investments for Ivan
Dedicated post-purchase support email with tips for maintaining property value specifically designed for Fiona
Referral program email encouraging satisfied clients to recommend services in exchange for incentives
Feedback solicitation email to gather insights on clients’ experiences and areas for service improvement
Seasonal home maintenance checklist email providing timely advice to clients on property upkeep
What to measure:
Open rates for performance report emails
Response rates for feedback solicitation
Conversion rates from referral program offers
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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 layouts for monthly newsletters to find the most engaging format for your client base
Run split tests on landing pages promoting educational content to improve resource downloads
Assess user-generated content placement on case studies to determine its impact on client trust and retention
Experiment with personalized subject lines in emails to gauge open rates
Monitor analytics for any drop-off points on the post-purchase resource page to refine call-to-action strategies
What to measure:
Engagement rates on split test variations
Conversion rates from funnel experiments
Email open rates across A/B test segments