Any business would agree that the customers play a big role in their success. But in order to have a lasting business-customer relationship, it’s crucial that there’s positive engagement to support and strengthen it. Creating great customer engagement cannot only help your business increase loyalty but also drastically boost your sales and revenue and enhance brand awareness.
With strong customer engagement, you are actually giving your business a greater chance of survival in the competitive market. Other amazing benefits you can expect include improved customer satisfaction and retention and business reputation. Interested in knowing how your business can foster outstanding customer engagement? Here’s how:
1. Create a relatable brand personality
One of the most important things you need to focus on in order to create a good customer engagement is to make your brand relatable. It is vital that your target audience would want to engage with your brand. But before that, you need to also work on brand awareness that will make your potential customers learn about your brand and why it is useful or relevant for them.
As a business, it’s your job to provide customers with meaningful brand connection that fosters positive engagement. If you lack the knowledge and skills to do this, don’t hesitate to hire a brand reputation management company. These experts can help develop a meaningful brand identity your customers can relate to and suits your business goals too. The rule is simple, if the people don’t find your brand authentic, relatable, and relevant, they won’t waste time getting to know it.
2. Focus on excellent customer experience
According to several studies, businesses who work to enhance customer experience see a major increase in their sales, which absolutely makes sense. Customers who receive smooth transactions and satisfying service are likely to engage with the brand or business. Map out every method you use to connect with your audience and perform a thorough evaluation to see where you can improve. This can include your customer support center, emails, social media pages, website, or even your brick-and-mortar store.
3. Listen and respond promptly
Another crucial part of fostering positive engagement is to listen to what the customers have to say. Every conversation should be straight to the point, clearly, and focused on the customers’ challenges and needs. Genuinely ask them relevant questions and provide solutions to their concerns. It is vital that to listen intently and always try to relate to their disappointments. Put yourself in their shoes and display empathy.
If you’re like most eCommerce businesses that run most of their campaigns on social media, make sure to also respond to every comment from your customers. Be encouraging and polite with your responses. If you ignore any customer feedback, there’s a high chance that they won’t return to your brand. To be alerted the time a customer comments on your posts or mentions your brand, you can utilize social listening tools.
4. Use compelling, interactive content
For any eCommerce business that wants to boost customer engagement, creating interactive content should be a priority. This type of content can help your brand stand out and leave a lasting impression on the customers. At the same time, it allows your team to boost personalization and be creative. For example, you can consider building interactive videos together with virtual shopping where customers can receive prompts for on-sale items and see different product variations and information.
But of course, don’t forget to also focus on the quality of the content. It should not just sell your product but also educate your customers or discuss the latest trends in the industry. Some examples of interactive content for better engagement include video and motion graphics, charts and graphs, maps, surveys and polls, widgets, quizzes and games, and interactive infographics
5. Improve in-store service
If you have a brick-and-mortar store, you should ensure that the shoppers visiting your physical location are receiving excellent customer service. This kind of face-to-face interaction with the customers can make or break your chance of building loyalty and increasing revenue. One simple step you can take is ensuring your return policy and procedures are clear and that you’re providing the right contact number and address of your physical store. You can also opt to process in-store returns to increase sales and properly address the concerns of the customers.
Focusing on excellent customer engagement can help your growing business earn the trust and loyalty of your target market. It fosters healthy customer relationships, better communication, and commitment to great service. Provide your customers with more than just good products and services and encourage them to genuinely connect to your brand using this guide.