In our on-demand world, customers expect their favorite brands to anticipate their needs. We see this all the time in the fashion and furniture industries. And buyers will pay more for it because it makes shopping more convenient. This means that retailers need to provide the best customer experience every single time or else lose market share to the competition.
A great customer experience is determined by customer engagement before, during, and after the sale. Any problems or gaps in service may lead to lower customer satisfaction and retention. These gaps in the customer’s experience can be filled with proven customer engagement strategies that quickly move them through the sales process.
Engagement Strategies
Customer engagement strategies are marketing activities that encourage more interaction between you and your customers. The goals of these strategies are to build perceived value. And it’s that value that keeps them coming back to your store. The following 6 customer engagement strategies can build a more complete experience for everyone that shops with you.
1. SMS Polls & Surveys
Your customers could go to the competition, but they don’t and you need to know why. Is it your location? Selection of products? Or customer service? Polls and surveys sent through text message are the easiest way to accomplish this. Because almost all text messages are read within 2 minutes and they are simple to reply to, you’ll quickly gain an understanding of your customer needs and how to fulfill them.
2. Online Reviews
You should always request online reviews for your store. You can even offer small incentives to your customers for their time and energy. The best part of online reviews is that they act just like a personal recommendation, and that’s the best type of advertising there is. The best way to request reviews is through a simple text message.
3. Loyalty Programs
Depending on the retail segment you’re in, acquiring a new customer is 5 to 25 times more expensive than retaining an existing one. Offering rewards and referral programs incentivize your customers to shop more at your store. This improves customer retention and builds loyalty, and is the key to beating your competition. And loyalty programs do not need to be expensive and overly complicated. In fact, you run a highly-effective one solely through text message.
Engage customers like never before.
4. Online Events
With Facebook Live, Instagram Stories, and Pinterest, you can take your in-store events online to reach a bigger audience and increase engagement. The goal is to give your customers a new way to participate, even if they can’t come into your store. This will also increase your social media presence, which is a great way to earn more recommendations.
5. Employee Training
Your employees are the first people your customers interact with when they come into the store or reach out through a two way text chat. Take a look at the customer service they’re providing, and see what’s working well and what isn’t. They may need more training on how to engage better with customers. Often, this requires them to learn how to speak less like a salesperson and more like a consultant. This may also require some work on their soft skills or their in-person engagement.
6. Personalization
With advancements in technology, it’s easier than ever to personalize the customer experience. Address customers by their first name when sending texts and emails, and when greeting them in your store. Send them special offers on their birthday and/or anniversary. Or text them a simple “Thank You” for being a loyal customer to your business (don’t forget to include an incredible offer to get them back). These things may seem small, but they go a long way in improving the customer experience and their allegiance to your brand.
Your Brand’s Personality
Knowing your brand’s personality will help you sound more authentic to your customers, and authenticity builds stronger connections. Try to stay away from the dull and ordinary and set yourself apart from the competition. For example, athletic wear challenges people to do more and be fit. Companies like Under Armor show this and speak to it with everything they sell. So let your brand’s personality shine to become more engaged with your customers.