You cannot be in business and not know about customer engagement. It’s everywhere nowadays, from TV commercials to motivational speaking events. Everyone who knows about business is preaching it. But what is it? Customer engagement is the interaction between a client or prospect and brand. More often than not, the customer is the one who will approach the business to find out more about what it has to offer. The level and depth of engagement will depend on the customer’s interest and their perception of the business.
- Customer Retention
Although the results might not be immediately evident, engaging consumers is beneficial in the long run. In addition, make sure that the customer interactions are about shared values. The continuous interactions lead to the formation of friendship bonds with the customer. As a result, you end up retaining most of these clients because they feel connected to the business.
- Customer Service
The more you engage customers, the more likely you are to understand their needs. This means that your business is more likely to offer exceptional customer service. Your clients will appreciate your efforts, and they will tell others about you. You will also capture the hearts of first time clients because what you offer them cannot be found anywhere else.
- Staff Morale
Customer engagement improves the morale and overall productivity of your workers. Employees are often excited by an opportunity that allows them to use their skills for the benefit of others. By engaging with the customer, the worker understands the needs of the clients. He or she gets an opportunity to answer any questions that the customer may have and get rid of any fears and uncertainties. Such an experience is exciting for the worker because it proves that they are useful for the firm. As a result, you end up with more enthusiastic workers.
How to Improve Customer Engagement
- Humanize your Firm
Find an employee who is passionate about your brand and then train him or her on public speaking. Once they are ready, you can allow them to speak about the brand before a live audience. That way, you humanize your brand. Since the person’s passion comes naturally, he or she doesn’t have a hard time convincing the audience.
- Social Media
Another way to make customers approach your brand is to be active on social media. Respond to customer questions and make regular postings. Don’t limit yourself to the formal stuff only. Engage your audience by talking about a controversial social issue. The more active you are, the more visible you are, and the more likely customers will approach you.
Sometimes the best way to engage the customer is to provide personalized services. For example, you can send them birthday messages on their special day. If you are in omnichannel retail, you can create a short quiz that customers can take before they buy a product. The questions should be tailored to understand the client’s preferences.
How to know if your Customer Engagement Techniques are Effective
- If you have fewer guest checkouts, your efforts are being rewarded because it means that more and more people are signing up for accounts.
- There is a higher purchase frequency.
- There’s an increase in the average order value.
The success of your business doesn’t depend solely on profits. How you handle and retain customers also determines the long term success. You have to be actively engaged with your customers. Create a brand that people will want to associate with. Make them feel drawn to it, and you will never go wrong with the sales. Worker productivity will improve, and your customers will remain loyal to you.
Bio: Jeremy is a tech and business writer from Simi Valley, CA. He’s worked for Adobe, Google, and himself. He lives for success stories, and hopes to be one someday.