Customers that are engaged with brands typically make more regular purchases, leave constructive feedback, and remain loyal to the brands, which overall boosts the lifetime value of the customer. When it comes to improving customer satisfaction and loyalty, focusing on boosting customer engagement is key. The more your customers feel part of your brand and business overall, the more likely they are to proactively support business success. Here are some of the best ways to boost customer engagement with your brand.
Invoke Emotional Responses:
Emotions are a very strong factor when it comes to marketing. And, today’s customers don’t just want to hear about how great your product is, how much money they’ll save buying from you or why you’re better than your competitors – they want a brand that invokes feelings of emotion in them and that they can relate to on a personal level. Magid helps businesses with emotional marketing strategies that will encourage your customers to feel something that encourages them to engage with and support your brand.
Understand Customer Expectations:
For customer engagements to really have the best impact on your brand, it’s crucial that you have a solid understanding of what your customers expect from you. This is especially important when it comes to the technology that you provide them with for getting in touch with your brand. Allowing customers to contact you as soon as they need to and on their preferred channel, you will meet their immediate needs and expectations whilst also increasing the chance of building long-term brand loyalty.
Make Every Interaction Count:
Use intelligent contact routing to make sure that people are connected to the right resources each time they interact with your brand. Regardless of how your customers make contact, whether it is live or automated, it’s important to take steps to ensure that every interaction counts. Avoid asking customers to repeat information during the contact routing and identification process – for example, if they are calling and give information to an IVR, don’t ask them to repeat it to the call handler too. This will not only create a more professional impression and improve customer service; it’ll also significantly reduce call times.
Deliver a Personalized Service:
A good customer service experience largely depends on the performance of the service agents on the front line. So, it’s important to empower your brand’s employees to deliver a truly personalized service that avoids heavily scripted interactions and responses, allowing them to tailor their interactions with customers to individual needs, circumstances, and situations.
Obtain and Act on Feedback:
Last but not least, engaged customers tend to be more likely to give helpful feedback – and demonstrating that you are listening to what they have to say and acting on their concerns and suggestions will show that you are a brand that really cares about your customers. In addition to getting feedback from customers, ask your employees if they have any suggestions for boosting engagement – after all, they are the ones interacting with customers on a daily basis.
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