The process of encouragement provided on the customers for interaction and for sharing of experiences created by the brand or the business is known as customer engagement. With roper execution, a strong engagement strategy on a customer can greatly affect the loyalty and growth of the brand. As McKinsey mentions, experiences of buying by 70% depend on the feelings customer experiences when receiving treatment, per Gallup wise, millennial of 25% involve customers fully engaged where engagement activity greatly depends on technology. For the brands of attention in terms of attainment, on every channel, it claims excellence. Building up a loyal customer involves seven customer engagement strategies as follows-
#1. Listening to customers
Companies can come across opportunities to learn what the customers are saying by using mobile applications. Putting up surveys can help customers to put feedback for us, using them for improvement in offers. Though it does not sound pleasing but the negative feedbacks are of value as it expresses the changes needed for better customer engagement. The fact is to act upon the data as soon as it gets gathered.
#2. Embracing Omni channel concept
There several channels for customers connecting with companies, having widely ranged channels to choose from among them one is chosen by few to use. The customer for example, might initiate connection from catalogues having the brand printed then reaches the shop in the building to finalize online purchase. Nowadays customers prefer such way so to suit their needs, its necessary to offer more channels to them accordingly for greater experience.
#3. Getting involved
No matter what platform is of use, involvement is needed. Only talking while bombarding messages of promotion to customers at all times is not enough. Engaged conversation with customers, learning the issues and problems by hearing from the customer is actually necessary and responding accordingly as well. By response, customers are shown care leading to long lasting relationships with them therefore the loyalty expected from the customers gets formed. Like a faceless corporation, customers getting loomed over won’t help in scoring any points, so involvement in conversation is strictly needed.
#4. Customer engagement in social media
Social media platforms are the best ways to see a customer up close personally. The customer catches attention by offering thanks, tagging them, offering them and calling out to them. Getting rewards are one more thing that customers express their love on. Even mentioning the term ‘reward’ brightens the customer’s mood altogether. It is also natural and loved on when they get something in return for every action they take.
#5. Hosting events for Audiences
Research by companies on levels of marketing and audience where involving campaigns in marketing leading to initiate an event as a host attended by that audience, who feel important or special, the company gets to show how much care they have for them. They can be provided with VIP tickets to enter the event and giving them the privilege to meet royalties.
#6. Investment of the Employees
The staffs in the company are one of the most important in the workplace. The staff can be better in customer engagement if they turn out to be sufficient in both experience and quality. The customer engagement program software which is culturally needed for promotion, focuses on experience creation to be outstanding so that the people present in the organisation come into similar terms.
#7. Applying effective uses of Customer Data
For strategic development of customer engagement information on customer turns out to be relevant where the customers tied on to the market on target, resulting to greater effectiveness of the customer data involved. The demographics formed consisting of data on the behaviour of customers is needed to be analysed thoroughly. When it comes to the customer’s behaviour, one should not remain restricted to their own thoughts, perception and assumptions since the customers involved in terms of reality turns out to be remarkably and strikingly different from the perceptions made by self formed in the mind. Non conduction of analysis leads to mistakes affecting the future. Customer engagement involves deeper levels built with trust and emotion thus going further for them is important.
We, at egro Communications LLP, laser focus on customer engagement strategies that eventually helps engaging your brand with audiences like never before.