From making a sale to talking to a customer on the phone, customer engagement is important to get right. The more a business can improve its customer engagement, the more successful it will be. Here’s how to improve customer engagement.
Maintain the customer lifecycle
It’s important for businesses to keep track of the lifecycle of customers. It means keeping an eye on where a customer is in its journey with your brand and taking steps to improve how your organization engages with it at each stage. That way there aren’t any lulls, drop-offs, or gaps that could affect the customer experience. The lifecycle begins when a potential customer first hears about your company and ends when they stop being a customer or become one again.
Look past the purchases
Encourage customers to buy more by offering incentives and rewards for doing so. But don’t stop there – some of the most valuable information you can get from your customers won’t be a direct result of buying something. It will come from them using your product or service and letting you know about their experiences. Asking people what they think about your company is important as it helps build trust and loyalty with them. Getting feedback in this way ensures that you are able to improve customer engagement at every point in the lifecycle – whether they are prospects, new customers, or existing ones – which will ultimately lead to better business performance.
Use all available data
Customer engagement doesn’t just come from asking customers for feedback after they have purchased something. It can also be found in your organization’s data about them. The more you know about previous purchases and behavioral trends of a particular target market or individual, the easier it will be to tailor communication so that it is relevant and engaging. This means that you are able to respond quickly when a customer needs something – whether that is information about a product or service or help with issues relating to their purchase – which can lead to better levels of trust and loyalty being developed between your brand and the customer.
Technology can be a powerful resource when it comes to improving customer engagement, with the ability to monitor interactions and make improvements based on what is being seen. Obvious customer engagement technology includes Google Analytics and social networks. However, there are also less obvious ways to use tech to improve customer engagement. For example, an LSP language service provider can help you translate into the native language of an overseas customer.
Think like a big business
Big businesses have a lot more resources at their disposal than small ones. This can help them with improving customer engagement because they are able to find out more about what customers want from a company and how best to provide it. It’s not always easy for smaller businesses to gain this information, but there are plenty of ways that they can improve the way they engage with customers by using big business strategies like customer surveys and focus groups.
Taking part in industry events, networking and collaboration also help small businesses learn new things about customer engagement that could make a difference when trying to grow their own business.