With the technology that opens new versions of communication between brands and customers, the expectation of anticipating and meeting real-time demands has changed significantly in recent years. This has reduced the layer between customer service and marketing. Customer experience has gone past deals to customer engagement.
What do we mean by customer engagement, truly?
Customer engagement to urge their clients to communicate and share the encounters they make for them as an organization and brand. At the point when executed well, a strong client commitment procedure will advance brand development and client faithfulness.
Here are seven customer participation strategies that can build a loyal customer:
1. Customer experience is a priority
Start with the culture of your company and ensure that your customer service team, the first line of your business, is trained and shares your approach to provide incredible customer experience and if not then reconsider your business strategy as to how much it is aimed at creating customer satisfaction.
Be there when your customers need it, if necessary, speed up the hours. What hours you should be accessible to them? Swiggy, the Indian food delivery brand, has been working well, not only are they fantastic for providing 24-hour customer service, but they are also stellar in timely and relevant offers, weekend tips: sweet weekend, healthy weekend and you are attracted with fun food made on their Twitter, Facebook and email channels.
2. Humanize your brand
It is very important to understand that each client wants to feel that their brand agents understand their needs and that they can relate to their brand. Although it is easier for B2C products, even B2B brands are now working on newer strategies to profess the humanization of their brands. Identifying a personality within your organization that is passionate about your brand and a natural communicator and can turn you into a thought leader who gives you a voice to humanize your brand and talk to your audience. Create promotional opportunities and initiatives, such as regular guest blogs, and reuse them in video content through the right digital channels.
3. Get sassy on social
There are platforms in which your spokesperson can participate in speaker opportunities, publish white papers and electronic books. Influential people are very common on Twitter, and it is a great way to get interested, interact and even attract your brand virally.
4. Drawing the line correctly
But one must be cautious with their publications and content since social failures occur and sometimes, if not handled properly, they can become nightmares for brands. Mishaps, such as misjudged jokes, accidentally tweeting a link, everything can happen, but it can be avoided with caution.
5. Personalize customer communications
Here, personalization can be in any form, from the automatically created cheerful birthday email to a modern calculation that prescribes items dependent on perusing history. Central Amazon sellers use a questionnaire to customize recommendations for potential customers. This is a brilliant way to help people find a perfect fit online and do what can be much easier.
6. Create useful content
This was an underutilized strategy so far, but today with the increasing number of queries emanating from the customers themselves, the use of content to educate customers to improve customers to enhance their experience and increase satisfaction is being widely practiced.
7. Really listen to what people are telling you
The opposite side of utilizing social networks as an approach to separate your brand is to utilize it to tune in to client complaints and truly react. Solving customer problems spontaneously and instantly is a great way to show that your customers are important to you. While it can sometimes be difficult to hear, sincere negative customer feedback can be one of the most important drivers for a change in an organization. Since your brand is what your customers feel about it, it is essential to be able to fully involve them through exceptional strategies.
“Satisfied customer is the best source of advertisement”― G.S. Alag