Before discussing more on customer engagement, it is important to know what a business. It is the fundamental unit or the central focus of whatsoever we would be discussing today, so what really is a business?
What is a business
A business is an organization or enterprising entity engaged in commercial, industrial, or professional activities. Businesses can be for-profit entities or they can be non-profit organizations that operate to fulfil a charitable mission or further a social cause.
The term “business” also refers to the organized efforts and activities of individuals to produce and sell goods and services for profit. Businesses range in scale from a sole proprietorship to an international corporation. Several lines of theories are engaged with understanding business administration including organizational behaviour, organization theory, and strategic management according to Investopedia.
Everyone keeps hearing about business and at some points in our life, we get involved in business and marketing, we hear or ask ourselves questions like;
- How do I improve my business?
- How do I take my business to the next level?
- What do people say about my product or business?
- How can I be outstanding?
- How to create a new business?
These are absolutely beautiful questions, but majorly, the reasons for this questions is because Most businesses, organization or websites have competition, and of course we always look for ways to beat the competition or be unique.
This is a crucial question every new or old organization ask or firms/businesses ask to boost the rate at which their product get known and advertised, the customer engagement knowledge should never be reckoned without, because without it, businesses would just be set up and be stagnant.
Please have it in mind that websites could be substituted as a business in this study.
Who is a customer
Therefore, if you’re looking for a platform to know how to answer the above questions, you are at the right place. But first we hope you fully know who a customer is? We would briefly explain it before we dive right in to HOW TO BOOST CUSTOMER ENGAGEMENT PRACTICALLY. It is important to know petty terms before answers for better understanding.
A customer is a person of a specified kind with whom one has to deal, it could also be referred to as a person or company that receives, consumes or buys a product or service and can choose between different goods and suppliers.
The main goal or focus of a business is to make profit, and to make these profits, we need customers to hire our services or buy our goods. They also try to encourage them to keep coming back.
At the core of marketing is having a good understanding of what the customer needs and values. We often refer to customers who have a relationship with the supplier as clients.
PS: users can be slightly different from customers. A user is a person who uses your product, often at no charge—for example, people using SaaS free trials, freemium services, and things like social media, email, and search tools.
A customer, on the other hand, is a person (or a company) who pays to use your tool. They’re still a user (or group of users at a company), but they’ve become your customer because you’ve on boarded them successfully—they saw and understood the value of what your product can deliver. And now they want more.
Consumers are ready to pay more for better customer experience. The question is, what exactly constitutes good consumer experience or what is customer engagement?
What is customer engagement
This is simply the process of increasing the number of people(customers) that interact with your business apart from your workers. A business without a customer’s engagement is not yet a business.
Customers are like backbones of humans, when we walk, then we’re engaging our backbones, so customers engagement is what makes a business move.
“According to Forrester Consulting’s research in 2008, it has defined customer engagement as creating deep connections with customers that drive purchase decisions, interaction, and participation, over time”.Wikipedia
Customer loyalty and engagement are intimately intertwined. Loyal customers buy more. They act as mouthpieces for your brand. Word of mouth publicity even gives you the collateral to display user-generated content on your website and social media, proving the value of your brand.
5 Professional strategies to ensure customer engagement
These are top levels customer engagement strategies worth adopting:
1. Implement a loyalty rewards program
This is a strategy service providers seem to be much acquainted with. It could be in form of giveaway, promos or discount. Customers don’t want to feel like they’re missing out on something.
When you add value to every engagement that a customer has with your brand, you’ll create a powerful switching barrier. They’ll be less likely to shop with a competitor, since they’ll miss out on additional value they could earn from your store.
“Loyalty program members not only make purchases more often, they also have an average order value that is 12% higher than their non-member counterparts which makes them a critical part of your growth strategy.”Smile.io
Everybody likes discount or giveaways so it could boost ones customers engagement.
2. Be customers centred
A customer-centred organization comes from a solid customer engagement strategy. It’s a great way to foster growth. Getting there means giving customers value that goes beyond a simple transactional relationship. Competition has moved past price. A great customer service strategy is what sets your business apart.
About 73% of customers fall in love with a brand because of friendly customer service representatives. Furthermore, according to McKinsey, 70% of buying experiences are related to how the consumers feel they are being treated gotten from.
“Clearly, the staff or workers plays a massive role in engaging customers. Maybe that’s why Amazon – that strives to be the most customer-centric company on earth – enjoys such massive success.
Yet, according to the CMO Council, only 14% of marketers believe that customer centricity is ranked high within their organization. Gotten from twitter @acquire_io
“Improving customer engagement rate means adopting a customer-centric business model. Don’t simply focus on selling. Develop connections that go much deeper.
Equip your customer-facing teams with the right technology and emotional intelligence training to do this. Only then can you deliver the best possible customer experience.” This could be done easily by employing friendly workers or staff, for a more detailed explanation.
3. Don’t use computerized feedback everytime
At the heart of everything, it’s important to understand that every customer wants you to understand their needs and that they can relate to your brand. This is easier for fun consumer brands like Adidas than for more conservative brands like banks or B2B companies.
But even these businesses can be humanized without trying to squeeze themselves into a contrived persona that won’t resonate with their audience.
Some organizations are used to giving automatic response to any question being asked and it may not tally with what we-humans actually want to need at that given period.
To easily do this, find a personality within in your organization who is passionate about your brand and a natural communicator.
Grow that person into a thought leader and give them a voice to humanize your brand and engage your audience.
Though a trustworthy person, 😅, LOL yes that emoji was used to show how you should add some human touches to your websites or blogs, it shows emotions which is human.
Lastly, it attracts attention (of which you may have been attracted by the emoji above).
4. Give your customers a voice
A whole lot of people ignore this strategy but it is very paramount. People will be more likely to engage with content involving consumers just like them, rather than with your brand’s messaging.
That is because they can relate better to real people. Olapic found that user-generated content is the most trusted type of content among consumers. It is also the type of content that people engage with regularly. It is just like putting yourself in the shoes of the person that just won a promo product. Everybody feels they can also be lucky someday and engage themselves.
Use social media to share your customers’ stories. These stories can be in the form of reviews, testimonials, user-submitted photos, and more. You will be able to win the trust of potential customers and even drive them to convert when you share customer stories on social media.
This is where user review comes in. When you think of engaging content, reviews may not be the first thing that comes to your mind. But customer reviews are a powerful way to re-engage current customers while also increasing your conversion rates from social and raising brand awareness. Check out this article on Outbrain on customer engagement and listening to your customers.
Why do people like to interact with customer reviews? For one, people can relate to content written by real customers more than brand messaging. Honest reactions from their friends, family, and social connections are more warmly received than generic branded content and this helps your business or site.
By doing this, you’re fostering a good sense of community or belonging. People want to speak their minds and weigh in on subjects they feel passionately about. So, building a community into your site is a great way to start a conversation and increase traffic to your website.
Implement a robust commenting system through third-party solutions such as Facebook comments or Disqus, or create a dedicated forum where visitors can ask questions. However, don’t forget to manage your community to ensure that you meet minimum standards of decorum.
5. Be consistent with your customers
Sending messages to your customers, like for different occasions. Example is like “from the entire team of Fovero Digital Technology, we wish you a happy new year”
Need to know how to write amazing SEO optimized contents? Read more here.
This makes your customers know that you care about them. And when you do it across all channels, it has a tendency of boosting your customers engagement.
Here is another minor or cliché tip to boost these engagement, getting the customers to be social. It’s not enough to produce great content and hope that people find it – you have to be proactive.
One of the best ways to increase traffic to your website is to use social media channels to promote your content. Twitter is ideal for short, snappy (and tempting) links. Google+ promotion can help your site show up in personalized search results and seems especially effective in B2B niches.
If you’re a B2C product company, you might find great traction with image-heavy social sites like Pinterest and Instagram. Here’s more advice on making the most of social media marketing.
Majority of customers start interacting with a brand on one channel but continue their conversations across other channels. Therefore, delivering loyalty. Having known this, then try in-product messaging for more tailored interactions.
So many businesses are focused on attracting new customers through content marketing that they forget about more traditional methods. Email marketing can be a powerful tool. A successful email campaign can result in a significant uptick in traffic. Just be careful not to bombard people with relentless emails about every single update in your business.
Also, don’t overlook the power of word-of-mouth marketing, especially from people who are already enjoying your products or services. A friendly email reminder about a new service or product can help you boost your traffic, too.
You should be group your emails according to the customers what they actually need. If this is not done, your email campaigns would be blindly sent to every of your customer; and when it is not all of them that needs it. For example, not every one of your subscribers or ideal customers wants your latest product or eBook. Sending out of context emails will likely increase your customer’s email fatigue which is unsuitable.
There you have it!!!!
Also don’t forget to revisit and always make your research from time to time because of there could be changes in internet trends and search volumes so you don’t keep feeding your SEO and digital marketing strategy on outdated information, if you think we’re missing anything or you need us to explain further don’t hesitate to drop a comment below.