In this competitive era, it is essential for a brand to interact with their customers both regularly and personally, to create a strong bond of trust among the audience.
A brand needs to ensure that the communication with the customer should be prompt and consistent. In short, customer engagement strategies should be crafted in a way to build up your brand credibility among the customers.
But, before heading further let’s shed some light over “Customer Engagement.”
What is Customer Engagement?
Customer engagement is about building a strong connection with your customer to create brand awareness and customer loyalty. It can be achieved via marketing campaigns on social media, email marketing campaigns, new and updated content on the website, interactive CTA buttons on the site. This will encourage users to spend more time on the website to achieve ebooks, subscriptions and other pieces of information.
For the success of a brand, it is necessary to establish a winning strategy for customer engagement. Focusing on customer satisfaction is a long-run game, where a business achieves value creation instead of revenue generation. To create a place in your customer’s heart, it is essential that you should come up with the compelling engagement ideas.
Let’s find out few of those effective customer engagement strategies.
8 Customer Engagement Strategies:
A Personalized Content for the Brand
A good chance to engage with your customers is to present your brand with a personality. A customer always feels connected when they realize they are talking to a human being rather than just to another brand.
It’s essential for a brand to indulge in an appropriate personal branding approach. Pitching brand voice at the personal level will automatically make a difference to your overall branding efforts.
Personalize Customer Communications
The key to a brand’s success is to communicate with your customer at a personal level, which makes the customer more attentive towards your saying.
An automated email to your customers based on actions such as birthday, anniversary, sign-ups, promotional offers and so forth will give you the opportunity to connect with them again. By providing them with purchase recommendations relevant to their interests you will certainly gain the trust and attention of your customer.
Few companies even send the questionnaire to their customers to understand their needs. Such as :
a.) How often do you shop?
b.) Your preferred style?
c.) Do you prefer trying new looks on yourself?
Rewarding an Action
Well, the concept of “Barter System” plays a vital role here.
When you request your customer to leave a review or share feedback based on their product or services experience, you should offer them some discounts, special offers, or coupons in return.
By offering rewards to your customer in exchange for the action taken by them you will create an engaging relation and will also significantly increase your customer’s involvement. Not only this, but it will also increase your sales as you are creating another need of purchase in the form of discounts and offers. People find it interesting to respond when they get something in return.
Using Social Media to Share Stories
Role of Social Media in Digital Marketing plays a huge part in your brand’s promotion. Motivate your customer’s to share their experiences with you, as research shows that the user-generated content attracts more customer faith in your brand.
You can make social media stories using client testimonials, reviews, and can even use personal photos of the customers using or wearing your brand. Such social activities will increase your brand popularity and will also help you to gain the appreciation from your customers for showcasing their stories on your website.
For example, showing your customer’s photo wearing your brand’s shoes will motivate another customer to take part in the hope to get featured.
A Real-Time Customer Support Service
Customers love when they are heard. That means, addressing customer’s queries, suggesting them in their purchase will help a customer to relate and trust the brand. Replying to the comments of the customer over social media is also a great way of customer engagement. For a brand, not just delivering the quality product but having an excellent customer support service in place is equally important.
A satisfied customer will always increase the brand’s loyalty and advocacy. A customer would not think on spending a few extra bucks if they are getting a better customer experience.
Interaction with the Makers of a Product
Nowadays, companies are implementing a different approach in supporting the customers. Every employee of a brand, from developers to product managers to superior levels are lending their hands in customer support to ensure that their customers are satisfied and enjoying their products and services.
Through this, a sense of relevancy will be created between the customer and the business, and this method will establish a better understanding of the product in the mind of the customer. A direct interaction of the employees with the customer will help them to trust the brand more easily.
An Analytics System to Engage Your Customer
The rise of affordable analytics system has made the customer’s engagement with the product more accessible. It gives you the visibility of the customer interaction with the product and services through an analytical system. The system also helps you to gather data and prepare the required report to analyze the loopholes and performance of the campaigns.
Using analytics report, you can evaluate where you are succeeding and where you need to pay more attention for better customer engagement.
An influencer will play the role of power users in promoting your brand. An influencer is a person who has the power to affect the purchase decisions of the others because of the knowledge, reputation, and relationships they have built with their audience.
You can take the help of influencers during product launches, or for brand awareness campaigns on social media platforms, you can provide them with the sneak-peek of your product so that they can understand and share it with their followings. This way a business can engage and acquire more new customers.
The core of customer engagement is that you have to be in the shoes of your customer to establish a strong bond with them. You should take care of the customer sentiments, while you are pitching your product and services. Tackling negative feedback of a customer could be tough for a business, but if you look at the other side, it gives the brand another opportunity to improve their services and show their customers that you care for them.
So, Improvise where you are lacking, and your brand will surely be rewarded with customer’s consistency, loyalty, and trust.