Finding success in today’s marketplace can be very difficult. On average, people are exposed to 4,000 or more ads in a day. How can new customers find you in all that noise? How do you stand out among the competition? Trial and error can get expensive, so it’s time to shift your focus on the customers you already have.
Your current customers have more potential revenue than new ones. They also provide recommendations through online reviews, as well as social media. But, to earn their business every time, you need to engage with them on a regular basis.
Customer Engagement Strategies
Building deeper connections with your customers takes time and a good amount of effort. Customer engagement is not limited to in-person interactions, because you can also engage with them through a variety of online channels in a personal and meaningful way. But, knowing how to engage with your customers at each point of their journey involves effective engagement strategies and diligent planning.
Engagement That Works: Your Brand’s Personality
Customer engagement should go beyond pricing and promotion. You have to interact with customers in a more personal way. By letting your customers know that they are buying from people, not a company, you humanize your brand which creates an emotional bond.
Once your customers associate you with your brand, then it’s time to show your brand’s personality:
- Are you a family business?
- Are you active in the community?
- Do you love any particular amateur or professional sports?
- Travel and adventure?
Your answers to these questions, along with the products and services that you offer, will define your personality.
There are a variety of ways to put your personality on display:
1. Inspire Through Content
Videos, blogs, and podcasts are some of the ways you can inspire your customers and show your expertise by teaching them something new. The best place to showcase these is on your website and social media. You can also talk about common problems and how to solve them. Remember, you’re building a community, so they need a good reason to follow you.
2. Personalize Communications
When communicating with customers, make sure you address them by their first name. Birthday marketing is also a great way to interact with them on a personal basis and show off your personality. They will notice when you show that you care.
3. Listen Closely to What They Say
Surveys are perfect for understanding what your customers want. You can also follow online reviews to make sure your brand makes a positive impression on readers. People should know that you’re listening and making the right changes to fit their needs.
4. Use Text and Email Marketing
Text messaging and email can be personalized and targeted directly to the right people. This allows you to make recommendations on products they buy, as well as products they might need.
Spreading the Word to New Customers
There are some rules to follow when interacting with customers:
- Never be negative.
- Don’t go overboard or get too carried away with your messaging.
- Don’t SPAM customers.
- Address complaints, don’t argue about them.
The primary goal of engagement is to create value and increase brand loyalty, which begins with their first impression and extends beyond their purchase. When you consistently show customers the value of your products, your customers are more likely to refer you to friends and family. From customers to employees, showing your brand’s personality will inspire everyone.