The fact that the market is now oversaturated is common knowledge, but that doesn’t mean that there’s no way we can successfully integrate into it. In the age of cutthroat competition, the focus has shifted towards the customer. Modern technology has changed the way businesses interact with their clientele.
To get a better understanding of how to improve the way we interact with our customers and ways to keep them engaged, it’s essential to study the way they communicate with the medium around them; starting from the internet, social media, and beyond. People are now passionate about a more personal experience with brands and companies. They look for narrower and more precise solutions to their problems. So before you put your product out in the market, it’s crucial that you understand how to better interact with your potential customers and have a well-defined strategy.
Here are the Top 7 Customer Engagement Strategies Which I Personally Believe Very Helpful
1. Meaningful interaction
Yes, engaging with customers is incredibly important, but do you know what you’re about to use this engagement for? You may as well gather a hundred thousand followers, but these numbers are useless once you’re unable to move your audience further through the funnel. It’s almost pointless. In order to better understand and outline your intentions, it’s essential that you answer a few critical questions.
First off, try finding out which customer interactions bring you the most value. Secondly, you need to gauge the extent to which to can use this interaction. And last, think about how you could grow customer engagement and how much budget you need to allocate for your customer engagement needs.
Meaningful interactions = care
The reason why it is essential to keep your interactions with your clients meaningful is that you can’t fake care. Once you invest a bit of time into a purposeful engagement strategy, you’ll then be able to gather the results you’re after.
2. Be personal
When a customer receives an email that is sent by a person, instead of a corporate representative, they are much more likely to bond to the company over time. Below you’ll find a few things that you should integrate into emails so that customers don’t feel like they are dealing with a nameless, faceless company.
What’s your name? It doesn’t really matter how you approach your potential customer, whether it’s email or social media, it’s imperative to introduce yourself, and avoid speaking from the behalf of the company.
Include a photo of you when possible. When a client inquires assistance on either a forum or social media, using a picture of the person that is assisting the customer is much more efficient compared to just using a company logo. Share a little info about yourself. Sharing a brief bio will allow people to connect with you more comfortably.
3. Robots are cool but don’t overdo it
Robots to save lots of time and budget, but that does not mean that you have to develop a penchant for them. Providing clients with meaningful interpersonal interactions will help you build relationships, which are an essential contributor to customer loyalty and happy customers in general.
Make sure that real people communicate with your customers, and leave the robots for the petty little issues that customers can solve on their own. Even though we’re seeing record high of live chat popularity, building a friendly relationship with your clientele still remains at the top of your priorities.
Try experimenting with less formal customer service. Using a more relaxed language and employing emojis and GIF’s for communication is becoming increasingly popular. See if that works out for you. But the essential goal is to make your customers feel that they are receiving support from a human being.
Shift your perspective
To have the right perspective on how you should approach your customers, you need to stop treating them as “traffic,” but rather a human being that is facing issues at some point of interaction with your service.
To make customer service a more holistic and all-encompassing issue, you should make it everybody’s “problem,” no just the customer support departments. This implies that the vast majority of the company has to be concerned that they’re providing services to happy clients.
There is alarming evidence that over 40 billion dollars are lost yearly, simply due to the fact that they couldn’t provide high-quality customer care.
4. Assist your customers. Now!
By responding to your customers quicker, you’ll eventually be able to generate a much bigger income. Imagine being stuck in an airport overseas, far away from home. There is an issue prevents you from boarding your flight home. You get in touch with the airline via live chat or social media. Scenario #1: you get a response in 6 minutes. Scenario #2: You get a response in 90 minutes. Which one do you prefer?
It’s evident that we would all prefer the first one, that’s definitely a no-brainer, but think about how receiving an answer in 6 minutes would feel. How strong of a connection do you make with the brand in the future? Wouldn’t you prefer traveling with them in the future over their competition, even if the ticket is a bit more expensive?
Wayne Huang, the research manager at Twitter, has published an article that states that customers are willing to pay nearly $20 more for the airline that had provided them with a response within 6 minutes, compare to little over two dollars for airlines that responded within 60 minutes.
5. Ask for feedback
Unfortunately, a large number of businesses fail to see the importance of collecting feedback from their customers, even though it can provide them with essential insight on how to better interact with their existing customer base, and better calibrate it for their prospects.
You won’t be able to understand how well your customer support strategy without asking your clientele about it. When inquiring for feedback, stress the fact that by providing their honest opinion on your service or product, they’re actually making a contribution to the improvement of the business they support.
A great example of how collecting and monitoring clients’ feedback can influence an image of business shows TopWritersReview. They use SMM, perform surveys and do quizzes to collect information for their reviews.
Surveys are pretty simple, but incredibly insightful instruments that help us better calibrate our further decisions regarding strategies and products.
A properly designed and a well-worded survey will let you:
- Get a better understanding of your customer support’s flaws, which you failed to solve
- Improve future interactions
- Find out the issues that your competition has that have motivated the user to use your product
6. Integrate the customer into the process
People are social animals, we absolutely love being part of something bigger. We enjoy being part of a group or a team. Your customers are no exception. By integrating customers into your company’s daily flow, you’ll make being part of “your team” more appealing to others.
If your company is celebrating something—don’t leave your customers out. Provide them with a discount or organize a giveaway. What is also an essential part of customer integration that can also benefit your content strategy is asking your clients for contribution? By inviting your customers to participate in creating blog posts and reviews, you’re placing the focus on them. Their voice is heard, and you’re acknowledging the entire client base that you care about.
7. When is your app out?
An app is a much more controlled environment compared to a site. You have a lot of liberty regarding layout, and you can apply the latest findings in cognitive sciences and user experience, in order to craft a unique experience with your service.
A mobile app allows your brand to connect with the user via a personalized dashboard and notifications.
How to improve customer engagement and ensure the flow
- Stop making registrations lengthy and time-consuming
One of the common issues with registrations is that they’re too long. Think about how many times you decided to ditch signing up for a service when being presented with an SAT test instead of a succinct questionnaire that contains the essential information.
- Don’t overstimulate your customers
Going beyond expectations is something you have to aim at, especially when it comes to customer interactions. However, try not to make your apps packed with features, thus bombarding your user with excess information.
- Let them spread the news
Building a community will let you create more commitment among users. Let your customers share their experience. Ensure a platform within your app where you can make that happen.
To round things up, here’s a list of things every business should focus on when trying to engage their customers, in order to improve their experience with the service or product.
Walk your customer’s shoes for a while
Be a real person, don’t hesitate to provide some personal information when interacting with your clients.
Don’t concentrate on robots too much, since that can ruin the customer experience
Ask your clients about how they feel about your business and let them make suggestions for improvement.
Make your customers part of the process.
Start developing an app if you don’t have one.