Customer satisfaction is the key to any successful business, and customer engagement strategies help the same. The interaction or ‘engagement’ between the customer and the brand as we label it here is done in multiple ways. It is a process that has developed over time.
Well planned strategies take customer engagement from reactive to proactive. They must incorporate two major ideas — the first being how your brand interacts with its customers and the quality of such interactions. Mere acquisition of customers is not sufficient, so secondly, it is also significant to actively engage with your base.
Advantages of customer engagement strategies:
When you engage with your customers, it is more than just fulfilling your business agenda. You form a bond with them, a bond that is not restricted to giving and taking of products, but rather more of emotional relation.
Just like low budget movies with good stories that earn great profits solely on the basis of mouth publicity similarly, word of mouth is equally important for small businesses that cannot invest much in advertising.
It might sound weird and obviously outdated, but “words matter the most”. Even today, word of mouth is of prime importance and assurance in the time of reviews and ratings. The care and tenderness with which you handle your customer relations reflect in the referrals your customer makes to their family and friends. The strategies mentioned below are surely going to assist you in enhancing your customer engagement.
10 customer engagement strategies for your business:
1. Creating custom content
You have a variety of customers, and their needs, wants, and desires vary. So it is equally important to cater to each one of them. Custom content is the key to it, but what does the term actually mean?
We do talk a lot about content marketing. But what about the customers we already have? This is where the idea of custom content marketing hops in. Custom content is tailored to engage with the ‘existing customers’.
2. Rewarding the customers
No matter how old we grow, the thought of rewards always excites us, be it in any way. Suitably rewarding your customers is a great way to maintain their loyalty towards your business. Weird, but true, customers feel happy when you reward them for spending their money.
Rewarding your customers must top the list of your loyalty programs. In fact, a lot many businesses also hire a team just for designing their loyalty programs.
It might sound expensive to some of you, but a little expense to retain your customers does no harm.
3. Implement in-product messaging
Apart from email marketing, in-product messaging can also be a great option to communicate with your audience. In-product messages are highly targeted and are influential in helping new customers get acquainted with the product.
The main aim of using this feature is to enhance customer engagement and motivate them to use your products more.
4. Personalise user experience
Personalisation is the new way of showing that you care for your customers ― that their presence matters and is valued. From Myntra personalising the recommended products we see to Netflix suggesting shows we would like based on our watch history, all the major brands are rolling it off pretty well.
“72% of consumers only engage with marketing messages that are customised to their specific interests. And 80% of those who classify themselves as frequent shoppers say they only shop with brands who personalise their experience.”SmarterHQ
In the world where nothing remains constant, at one moment you might be delighted with the number of customers you have and in the next moment highly shocked with their sudden disappearance. There might come a moment when they cease to use your products. Such customers are labelled as churned customers, and they should top the list of your priority because they have used your product, service or app at some point ― and might need it again.
All you need to do is decode why they stopped using your product or service and make efforts to bring them back. Re-engaging is a great way of dealing with this problem. Establish your connection with lost users via emails and make them realise their importance. Doesn’t everyone love to be treated as ‘special’?
6. Investing in analytics tools
These days customer engagement can be easily evaluated well with analytics tools. The data obtained from these tools can be used to build a dashboard with various pointers, like the features used by a certain group of people or how long aṣ user goes on with your app or product before discontinuing.
The data collected helps you in knowing and analysing the performance of your product or service in both ways, good and bad — this further aids in building new strategies.
7. Take help power users
Each brand has a group of highly engaged individuals who intend to become product champions for its company. You should always keep such people very close and very prioritised as their opinions matter the most. Their views regarding your product can either make it a great success or a bad failure. Keep a tap on their demands and requirements.
8. All hands support
All hands support is an innovative way of engaging all your company’s employees ― from developers to product managers to the sales team ― in supporting the customers.
This technique boosts growth in many companies by keeping their entire team in contact with their customers’ needs, wants, desires, and pains.
9. Invest in digital Channels
With the money you don’t end up spending on events, you can double down on digital channels and/ or invest in some truly engaging digital experiences. Create an integrated experience when reaching out to prospects by adding more targeted ads and social media layers.
Also, consider putting budget into a piece of interactive content. Consider creating interactive top-of-funnel content, case studies, or sales demos where prospects can peruse through information at their own pace whenever they have time. The possibilities are limitless here and generally evergreen, so you have the opportunity to generate an ongoing return.
10. Collect customer feedback
Feedbacks are a great way of conveying whether the customer likes your product or not. It helps you to view your product from a customer point of view and work on shortcomings, if any.
Asking for feedback from your customers is a great way of customer engagement. It gives you an insight into what the customers think about your product and helps in developing a customer-centric business.
What are some of your proven strategies for customer engagement? Share with us, and we will share it with the masses!