Vibrant, top-notch brands know that customer engagement matters. They do it well. Multiple opportunities are created for customers to voice their concerns, share ideas, and sometimes even mingle and have fun. Customers know that their concerns and suggestions are valued because the brand responds in a timely manner. What’s not to love?
Research conducted by Gallup and posted on neosperience.com reveals that “customers who are fully engaged represent 23% premium in terms of share of wallet, revenue, and relationship growth compared with the average customer.” Engaged customers spend more and are genuinely willing to do what they can to help the brand they love.
As a rising brand, you must earnestly seek ways to increase customer engagement. Here are 5 simple ways to increase your customer engagement.
Choose Social Media Platforms Wisely
Your brand’s social media presence should be where your customers frequent. Use social media to humanize your brand. Build an identity that people love.
Don’t use your social media feeds exclusively for posting blog articles. That’s boring. Add freshness by using discussions, polls, live videos and other creative strategies. Each social media platform has a unique set of features. Use them to your advantage.
Listen and Respond
Customers always have something to say. Some may post their thoughts on social media or in blog comments. Enable notifications so that you know when comments are being made.
Pay attention to what’s being said and respond accordingly. Customers won’t forgive their questions being ignored. It may also cause potential customers to think twice about doing business with you. Always respond as soon as possible.
Don’t you like when someone addresses you directly? Customers feel the same way. Use customers’ names in email marketing, when communicating online and when talking on the phone.
Personalization can also mean recommending certain products or services to the customer. These recommendations can be based on a customer’s browsing pattern or indicated preferences. It’s a custom-tailored approach to making each customer feel special.
Share Exclusive Content Offers
Customers want to feel like VIPs. Preparing offers for specific groups of customers throughout the year helps accomplish this. Offers could include discounts, exclusive content deals, or special in-store service. The possibilities are endless.
Some brands are known for hosting highly-anticipated events. People look forward to going and having a good time. Making your brand known for such events is great for engagement.
Effective customer engagement separates the winners from the losers. It’s one of the reasons Amazon does so well. Your brand can create the experience every customer desires. Just follow the tips outlined in this article.