Want to know your biggest asset? Engaged customers. We are living in the world, that is constantly active, and the customers expect brands to respond and resolve their issues or meet their needs in real-time, nobody likes to wait. It ensures the boundary between customer service and advertising is thinner and thinner for marketers. The customer experience involves so much more than just the sales process, hearing, answering questions, solving problems and feeling connected to the brand. Any reputable social media agency can be hired to make more effective strategies to achieve goals professionally for their professional services. Brands need to think about customer engagement in addition to branding and customer service.
What is Customer Engagement?
Customer interaction is about empowering your customers to connect and share their experiences as a company and a product that you build for them. Good execution will promote product development and retention through a strong customer engagement strategy. Businesses focused on customer engagement focus on creating value rather than collecting profits.
Here are the strategies for customer engagement that can create a loyal customer:
6 Strategies for customer engagement
Create your target customer profile
A target customer profile is one that meets the needs of your product or service. Consumers can discover your product and service by understanding them. Identify these warm leads and pursue them. It will increase the conversion rate dramatically.
Here’s how the ideal consumer can be identified;
- Set the characteristics thereof. If you are a SaaS service, a strong customer profile may be demonstrated by frequent customers spending a long time on your pricing site. A unique credit score or financial history may function for a financial institution.
- The use of analytics can help you to determine the customer’s origin. Location is important for creating better engagement to personalize your offering.
- Use the profits as a criterion. Many consumers are divided into three major groups – micro, medium and large. What group makes the most of the contribution?
- Identify the actions of your ideal client. Before making a purchase, what questions do they ask? What is driving them to take the next step?
Make the first impression count
Regardless of what they say, their cover always judges books. Users have no time to hang out and dig up details about you on your website. Industries have a clear and concise high over their brand when it comes to customer engagement.
Don’t design your own website, design it for your clients. Clearly tell them who you are and what you are doing. Provide real-time support and be proactive in starting conversations while you’re attentive. Better conversion possibilities. Live chat help or face-to-face video calling to present your business would make your brand feel good.
Make an extra effort to know your customers
Know them before you even reach out to them. As we discussed earlier, a customer profile helps figure out your ideal customers. But that’s not enough by itself. Now you know what they look like, a little extra effort in getting to know them once they hit your site can easily win you, loyal customers. A pre-chat survey is an excellent way of doing this.
HDFC set up a great pre-chat survey, explicitly asking for details allowing them to create a highly personalized service.
Know what drives your customers
Feedback is a gift. But only if you know how to use it. Carry out customer surveys to understand what drives value for your customers. What triggers them to take action? What value do they perceive in your product or service?
Use short and frequent surveys to find out. Consider asking the following questions:
- Describe how you feel about your experience with us?
- Suggest how we can improve your experience with us?
- Are you happy with the support you received from us?
- What do you like and why?
- What do you think our employees can do better?
- Would you like to share any additional comments or feedback?
Learn from your mistakes
Unhappy customers are highly emotional. They want to feel understood. Simply offering an immediate solution may leave them feeling like you haven’t taken the time to hear out their problem. Accept your mistakes and explain how you are going to deal with the situation. Your customers will feel better.
Besides, your unhappiest customers are also your most honest critics. Mine their complaints to gain honest insights into internal processes. Use this information to prevent the same issues in the future.
Better engagement starts with the team
Research tells us 73% of customers to fall in love with a brand because of friendly customer service representatives. Clearly, the staff plays a massive role in engaging customers. Maybe that’s why Amazon – that strives to be the most customer-centric company on earth – enjoys such massive success
Improving customer engagement rates means adopting a customer-centric business model. Don’t simply focus on selling. Develop connections that go much deeper. Equip your customer-facing teams with the right technology and emotional intelligence training to do this. Only then can you deliver the best possible customer experience.
Post written by: William Roy, from Innovative Leadership