We have talked on this blog about the importance of customer engagement before, but what about strategies? Continue reading to find out our top suggestions for the best strategies for customer engagement:
I. What is customer engagement?
As we mentioned in our previous article “What is Customer Engagement, why is it important and how to improve it?”:
“Customer engagement is the outcome of positive customer experiences.”
Customer engagement is extremely important, as proven by Hall & Partners who found out that up to ⅔ of a brand’s profits are dependent on effective customer engagement. There is a direct correlation between higher customer engagement rates, more revenues, and higher customer loyalty.
II. Best strategies for customer engagement
When done properly, a good customer engagement strategy will encourage more company growth and customer loyalty. Below are some of the best strategies for customer engagement:
1. Prioritize customer experience
A study conducted by the Consumer Affairs in the USA found out that 80% of Americans would pay more for a product or service if it had an excellent customer experience. Prioritizing your customer experience will undoubtedly lead to more sales and more customer loyalty. It is one of the most popular customer engagement strategies. This strategy requires excellent customer support and customer success teams.
2. Humanize your company’s brand
Your customer wants to feel like they matter to you and they are not just another number in your spreadsheet. Therefore, humanizing your company can help you build a long-lasting relationship with your customers. Find an employee who is extremely passionate about your products and give them the tools they need to spread their excitement. By building a presence on social media or the company’s blog, they can promote your brand, involve customers in conversations, create videos, etc.
3. Be active on social media
Social media is a wonderful tool to gain more popularity and brand awareness. In fact, Facebook, Twitter and Instagram all offer a big audience of potential customers, whose attention you need to grab. Therefore, use social media as a tool not only to increase your customer engagement but also to gain popularity for your company. However, beware of going viral for the wrong reasons! Make sure your posts are not offensive, but rather captivating and interesting for your fan base.
Did you know that already 55% of marketers use both data insights and customer feedback to decide how to personalize content (BrightEdge, 2018)? Personalization is a very successful strategy for increasing customer engagement. It can take various forms, from auto-generated thank you emails to recommendation for products based on browsing and purchasing history.
Read our article “How Customer Feedback Drives Personalization?” to find out more.
5. Listen to your customers
Use social media and customer reviews to gain feedback from your customers. In addition, demonstrate to your customers that you are listening to what they are saying and that you value their opinion. Apologize when you have done wrong and they complain, and answer any questions they might have as soon as possible. Use the comments and reviews you receive as a valuable insight into their purchase behaviour.
In conclusion, by following these 5 simple strategies, you can successfully improve your customer engagement and customer loyalty levels.