A catchy slogan might entice prospects to try your product but it takes a smart customer engagement strategy to convert them into loyal customers. Even renowned marketers agree that building healthy relationships with customers will make them choose you over the competition and keep coming back for your services. Oh, yes, and sometimes they might even turn out to be your brand promoters when they recommend your products.
In order to acquire, convert, and retain customers and give them a reason to tell friends about your brand, you need to engage with them. It’s essential to connect with them in the most appropriate, effective, and meaningful way. After all, they are the sole reason why you’re selling in the first place. That said, how do you get started – try a few customer engagement tactics here and there? Not at all. A winning strategy comes first if you’re out to boost your client engagement.
Wondering what that smart customer engagement strategy might be like? Here are simple strategies that can help you create a truly engaged customer base.
Understand Your Customer Journey
The first step to creating a winning customer engagement strategy is to identify your customers and how they interact with your brand. It’s essential to map your customer journey, identify their pain points and understand their purchase behavior. You interact with your customer differently depending on where they are within their journey.
When you understand the typical journey and touch points, you’ll be able to create relevant customer personas and consider signals that matter most to your business when coming up with ways to engage with them. This analysis will help you engage with each customer in a way that fits their needs.
Optimize Your Website Experience
How easy is it for people to find your products or services? Must they scroll through several pages before finding what they’re looking for? It’s essential to think about this when launching or updating your website. Remember a website that can’t meet your customers’ needs might just ruin your chances of engaging with them. In most cases, your website is at the very center of your customer’s digital experience, and, therefore, you must assure them that they’re in the right place and their needs will be met.
It would be of great help if you go through the buyer’s journey yourself and step into your customers’ shoes to identify the challenges they might be facing while interacting with your website. In that way, you’ll be able to optimize your website accordingly by either improving the design, providing proactive live support, enriching your knowledge base content, or providing informative videos to improve your customer’s experience.
Offer Personalized Services
Customers are unique in their own ways and they would like you to provide services tailored to their needs. That said, personalization is quite an essential marketing strategy for every business owner who’s determined to build a strong customer base.
You can apply the principles of personalization in several ways. For instance, you can address customers using their first names in emails or suggest relevant products depending on their purchase history. Better still, if you’re starting from scratch, a pre-chat survey is an ideal way to gather information about your prospects so that your sales team knows who they’re talking to and what to share with them.
Monitor Your Business Analytics
Business analytics is the centerpiece of every customer engagement strategy. The only way to know what works and what doesn’t is through data. Nobody wants to stick to a tactic that’s not adding value to their business. Based on the data you collect and analyze from different sources, it’s easier to know your customers’ preferences, and, therefore, fine-tune your services to meet their unique needs.
Long-term insights collected from your customer interactions can help you establish the most effective way to engage with your customers, and you can only achieve this by making the most out of your customer engagement platform. With a good customer experience solution, like iService, you should be able to tell which topics are most popular, which channels are most in demand, and fine tune your staffing and content to ensure your customers get the service level they expect.
Focus on Conversations
It’s essential to make the customer service experience positive for both customers and support agents. Instead of focusing on interactions, you can turn your attention to conversations. How do you achieve this? In addition to the traditional ticketing system, you can implement technology and processes that enable your support team to have continuous conversations with customers. It could be in support, sales, or simply exchanging messages with customers or prospects on social media. As you do this, remember to use and keep interaction history across all communication channels so that every agent is aware of past conversations. In that way, every team member goes into any given interaction with context to maintain good customer relationships.
Are you struggling to retain your customers after working so hard to get them? It’s time you assess your customer engagement strategies and implement a solution that works to your advantage.