Customer engagement is a term that has gained a lot of traction over the past few years in the dynamic marketing world. Fueled by the emphasis on real-time interaction, the need for customer engagement has boomed for small and large businesses alike.
Making an effort to bolster engagement and increase brand loyalty helps in the growth and expansion of the business. Better user engagement implies more loyal customers, which ultimately leads to an increase in the bottom line.
Looking for a way to yield this sort of boost in your business? Well, riding your ability to deliver excellent service may be the first logical step towards a great customer engagement. Consider these tactics to grow your business through better customer engagement.
1. Building Multifunctional Teams
Developing and nurturing long-term relationships with the customer is not an easy feat. With potent social and search networks fueling consumer demands, you need to create new ways of capturing a customer’s attention. Building a multifunctional team is the key to meeting the growing needs of consumers.
When you are looking to engage customers, you need to make separate teams. One emphasizes finding the shortcomings and building strategies, while the other is for implementation. Having two distinct teams is a smart move for attending to the needs of every customer.
One team can be effectively involved in the survey to figure out the shortcomings and interact with the client through phone calls, emails, or live chat. Chat software with video chat, remote cobrowse, screen sharing, and chatbot facility can be used by the team for customer support. The second team can solely work on executing the strategies to fuel up the user engagement.
2. Personalizing the Client Experience: Will it work in your Scenario?
Nowadays, it's no longer possible to rely solely on price or product. Mindshare and loyalty of customers ask for better customer service and experiences. One of the best ways to boost the customer engagement is through personalizing the client experience. One needs to focus on delivering personalized solutions to the clients that fix their issues related to the services that you offer.
A personalized customer experience is not just about targeted email campaigns or advertisements. It’s the ability to build relationships through the customer loop. Moreover, it is one of the many signs of a flourishing customer experience management system. Personalizing the client experience clearly delivers excellent returns. Here are some innovative personalization practices that you can apply to your customer experience strategy.
a. Put the spotlight on customers
Recognize the customer that contributes to your success in business and use social media to appreciate them.
b. Create a customer loyalty program
Implement an efficient customer loyalty program. Most consumers are more likely to continue doing business with brands that offer loyalty programs.
c. Reward loyal customers
The simple gesture of rewarding a loyal customer can go a long way. When the repeat customer stops in, consider rewarding him with a spontaneous discount, showing your appreciation.
d. Reward customers for valuable feedback
Encouraging customers to offer feedback helps you improve procedures and customer satisfaction. Rewarding customers for valuable feedback will make you earn more potential customers.
3. Design your strategy
The landscape of business fluctuates every fiscal quarter, and hence, you need to strategize a game plan to beat the competition. Formulating a sound strategy can lend a hand in accelerating the overall revenues of your company through client’s interactions and suggestions.
Effective customer engagement plans can bring record profits, increase productivity, and bring efficiency to the organization. Make sure that your strategy articulates and satisfies customers’ emotional and practical expectations.
Focusing on customer touch points, refurbishing the brand to reach a wider audience can result in steady gains. To build loyal relationships that last, you need to understand the new definition of customer engagement and put it into action through a well thought-out plan.
- In this digital age, customer engagement is no longer a one-off experience. It's now an ongoing dialogue. Companies need to foster trust and form relationships through open, honest interactions, over time.
- Focus on developing new tools and processes that set you apart from your competitors.
- Your strategy shouldn’t sound like it’s all about marketing and sales campaigns, contests, or tools. It should also be like establishing a well-developed friendship, founded on interdependent needs and mutual respect.
4. Why you need a Feedback survey?
Customer feedback is paramount to knowing where you are lacking. You can get the best advice from customers who have faced problems with your products or services. Focus groups, in-person research, or customer phone surveys enable you to understand the product features and quality that consumers want. Here are some benefits to having a feedback survey.
- Customer feedback will allow you to have a better understanding of how customers rate and use your products versus competitors’ products.
- Customer feedback enables you to enhance customer satisfaction and increase customer retention.
- Customer feedback metrics will help you predict future revenue.
- You can detect certain technological trends among consumers through the feedback survey.
5. Prefer Transparency
Customers’ trust is perhaps the essential factor that can take your business a long way. You need to ensure adequate transparency regarding the collection of customer data and how your organization utilizes it.
According to the Label Insight's Transparency ROI Study, 73% of consumers would be willing to pay more for a product that offers complete transparency. Stop daydreaming that you will slap a label on a product and it will fly off the shelves. Nowadays, consumers want detailed insights, such as where the materials are sourced from, how the product is built, and so on. Additional product information inspires more trust in a brand.
While it is obvious to face more costs up front while investing in ethical systems and materials, it can offer massive payoffs, as most consumers are willing to pay more for a product that assures total transparency.
Companies executing effective customer-engagement strategies can reap the benefits of higher sales, growth, and profitability. It is time for you to turn your business from good to great with effective user engagement, and this guideline can get you moving in the right direction.
Sawaram Suthar is head of marketing at Acquire, and also a founder of Jagat Media, a digital marketing agency. A digital marketing consultant, he has experience in things including branding, promotions and page optimization, along with research and strategy. He has an MBA from the University of Pune. Anyone can find him on @sawarams.