Besides the physical world, a digital world resides which is an Always-On world. This creates a need for brands to be on toes for customers 24×7. This creates the need for them to anticipate and meet customers needs in real time. And, in this continuous juggle, marketers sometimes merge marketing and customer service expecting great results. In fact, you cannot enhance or uplift your brand or product’s customer engagement by mending marketing techniques into it. Here, you need some result-driven and proven customer engagement strategies.
Using such strategies can ensure that your brand is humanizing, as well as, responsive. Responsive in the sense that even after buying the product, the brand is always there to help with queries and suggestions. Added, humanizing means being witty and interactive with your customers through social media activity or by other means.
However, there are ways to deal with customer engagement, not everyone can pull this off. Although, using following customer engagement strategies can pave the way for a strong social media presence and increased customer engagement
Customer Engagement Strategies to Implement in 2017.
Prioritize Customer Experience:
The CEO of Amazon, Jeff Bezos, tells that be obsessed with your customers. It is one of the prime keys to start with.
Providing your customers with excellent customer experience is a must for marketers and business owners to increase brand satisfaction, loyalty and advocacy.
In fact, a study by White House Office of Consumer Affairs tells that around 80% of U.S consumers tend to pay more for a product or service to get a superior customer experience.
In order to increase customer experience, you need to outline some vital questions. How can you best serve your customers with your services? When do your customers look for you? For many hours you need to be available for them?
For instance, online food ordering services are fantastic at providing customer service around the clock. Moreover, they are stellar with relevant, timely offers and in engaging you with interesting fun food facts through their email or Twitter channels.
Listen to the People:
To get something useful for your brand and differentiate it from others by using social media is to listen to the customer complaints and really respond to them.
It connects people with your brand. They feel that they are being heard. After a negative feedback by a customer, you can immediately turn to them and reply with possible solutions or can apologize. This interaction in the comment box sections comes in feed, later, which can be seen by many. This evokes an interest of the people and they think that you care.
Indeed, try to be consistent with this approach and you can get rewards in terms of their loyalty and trust.
For instance, a renowned toothpaste brand made an ad which was quite pathetic. On social media, people started roasting the ad. This was a setback for the company, but they were successful in managing the situation professionally. They were upfront in replying back to the comments applogizing for the ad. This was a nice step to tell people that we are listening to you and we always look for your better experience.
Create Compelling Content:
Creating content to educate and inform was a previously underused customer engagement strategy. Significantly, the scenario has shifted a bit. Now content is in use for enhancing the customer experience and increasing satisfaction as well.
Content is available in various forms like videos, ebooks, infographics, etc. Many businesses are using videos as promotional videos, DIY videos, informative and interactive videos related to their brand or products. Coupled together, this forms as a great customer engagement strategy which contains the potential to attract millions.
Putting the Human Factor:
At the core of everything, it is vital to understand that customers always want to feel that you understand what they need and that they can resonate with your brand.
Here, you need to find a personality within your company who is a natural communicator and passionate about your brand. Make that personality a thought leader who can humanize your brand’s voice and engage with consumers with the same approach. Moreover, they can blog on your site as well as guest blog on others, can come in use in video content, engage in speaking opportunities, publish whitepapers and ebooks and more- all possible ways to create your brand’s voice.
In this robust competition of this online space, everyday something another becomes vital and necessary. But Customer Engagement is one thing that is continuous for one’s business growth. Considerably, it is an aspect that no business can afford to overlook if looking for established name in the digital world as well as in the physical world. The aforementioned Customer Engagement Strategies are proven and being used aggressively even by the big names. Thus, start making use of these and increase customer engagement for increased sales and business growth.