Effective customer engagement is an important part of every successful business. When done right, you’ll retain more customers and form strong relationships that will last for years. But before you can develop the perfect customer engagement strategy for your business, you must first identify your current areas of weakness.
Being Customer-Centric
Almost every customer engagement strategy should take a customer-centric approach. Because the goal is to create a positive and memorable experience for your customers, being customer-centric helps you take a step back, put yourself in your customers’ shoes, and find where you’re not engaging with them.
Is it a budgeting issue? If it is, then you have to get a better understanding of the value engagement brings. Is it a lack of resources? Then it’s time to take advantage of the technology that’s available because it plays a major role in building connections with customers.
Problems Solved
Once you identify the problems, you need a way to solve them. Here are 5 ways you can fix some of your most troublesome customer engagement problems:
1. Access to Information
Giving customers the information they need to make better purchasing decisions means having a strong online presence and the right in-store signage. This involves being proactive with your communications. A blog and newsletter allow you to express your expert opinion on products and services. QR Codes make it easy to share information in a touchless, non-intrusive way. Updates, promotions, and discounts sent through text message reach customers instantly, wherever they are. Engaging with the right amount of information, whether it’s in the store, online, or through text and email, gives your customers the confidence to make the right decisions.
2. Convenience
There are ways you can make the in-store experience more convenient. First, and probably the most important is to stock your shelves. Stockouts cause a lot of problems, the worst being disengagement with your brand. Second, send out regular communications via email about product availability, pricing, and other information. Finally, you can provide in-store pick up through text, email, and telephone orders. People love anything that saves them time.
3. Feedback
Customer feedback takes engagement beyond the transaction. This develops a two-way relationship, and your customers will appreciate that you’re willing to take the time and listen. Not only do you get to hear what you’re doing right, but you also find opportunities to do better.
4. Personalizing Experiences
Personalization matters so much that 57% of consumers are willing to share their contact information if that gives them personalized offers. Loyalty programs are one of the best ways to personalize your customers’ experience. This gives them VIP status and a higher level of attention. Not only do they get timely discounts, but the communications they receive have a more personal touch.
5. Capturing Data
Engagement is about having the right interactions with your customers. But over time, your customers’ needs will evolve with the market and other economic factors. How do you know if your engagement activities are effective? By gathering data through your digital marketing, you can understand what’s working and what’s not. Then, you can make improvements and measure them against past performance.
Sound Investments That Work
These solutions are a good start to your customer engagement strategy. The next step, implementing your strategy, takes an investment in engagement technologies. This will help you keep pace with emerging markets and newer technology that improves your direct connections with your customers. The connection is the key to repeat business.