At the heart of every successful business is a loyal customer base. Keep them happy, and they’ll keep your business running. As a business owner, keeping your customers happy should be one of your top priorities.
But what does it take to keep them coming back? How do you ensure that they keep coming back again and again? By engaging with them, of course.
Customer engagement is important because it allows you to build customer relationships. It’s not enough to just sell them a product or service. You need to keep them returning for more.
If you are facing this challenge, don’t worry because I will share some actionable tips on how to engage your customers best. But before that, let’s understand the concept of customer engagement a bit more.
What Is Customer Engagement?
Customer engagement is how you interact with customers, both online and offline. It’s about creating a relationship with your customers and giving them a reason to keep coming back.
Simply put, customer engagement is the level of interaction and connection a customer has with a company or brand. It’s about creating an emotional bond between the customer and the brand so that the customer becomes a loyal advocate and promoter.
Think about all the touchpoints you have with customers. Every time they interact with your brand, they’re engaging with you. That means they’re engaged every time they see your logo, visit your website, or receive an email from you. Of course, you want to ensure all those interactions are positive and further cement the relationship between your brand and the customer.
But even if some of those interactions are negative, customer engagement is still happening. It’s important to understand all the different ways customer engagement can happen, so you can create a strategy that covers all the bases.
Tip: Customer engagement is a lot more than just making the sale. You need to provide your customers with support and meaningful communication if you want them to be engaged in their relationship with your company, even after they’ve bought something from YOU.
How To Engage With Customers?
The era of tradition is over. If you want to engage with customers, you need to meet them where they are – which is online. That’s not to say that you should entirely forget offline customer engagement. Still, you should mostly focus on digital initiatives because that’s where your customers spend most of their time.
Tip: “If your business is not on the Internet, then your business will be out of business.”
— Bill Gates
Now let’s see the top customer engagement strategies.
Develop Emotional Connections
Humans connect with other humans. It’s just how we’re wired. So if you want to engage with customers, you need to develop an emotional connection with them. Remember, they’re not buying your product or service – they’re buying into your brand. They need to feel like they can trust you and that you understand their needs.
To get to know your customers, you need to show them that they are dealing with a person, not a bot that’s been programmed to give them a generic response. Be human in your interactions with them, both online and offline. Let them see that there’s a real person behind your brand. Following are some simple ways to do that:
Introduce Yourself Personally
It does not matter if you send an email or message on social media; always introduce yourself first. Send them a personalized brief that includes information about their recent purchase, and also let them know that you are always there to help if they need anything.
Ask Them Questions
Make sure to ask your customers questions so you can get to know them better. Find out what they like and don’t like, their needs, and how you can better serve them. Not only will this help you improve your products and services, but it will also show your customers that you care about their opinion.
Tell Them a Story
People love stories. Share the story of how your brand started or how you came up with a new product or service. Giving your customers a behind-the-scenes look at your business will make them feel more connected to you. You can use copywriting tactics to create an amazing brand story.
Use Emotion in Your Messaging
Your customers are emotional beings, so your messaging should reflect that. Use language that evokes emotions like happiness, sadness, anger, or fear. It will help your customers connect with your brand on a deeper level.
Focus on Building a Community
Online communities and forums are great ways to engage with customers. Not only can they provide valuable feedback, but they can also help you build a relationship with your customers.
But now, the way you can build a community is changed. It is not like the old times when you needed to create a simple forum site, and people would start visiting and posting. Now you need to be more strategic to attract people to your community.
One of the best examples of an online community is Jasper; it’s an Artificial intelligence tool that people can use to write blog posts, social media posts, and more.
They have online customer support, but how they engage with their customers differs. They created a Facebook group of 65K+ members where people can interact with each other, ask questions, and give feedback. And the company’s team is always active in the community, helping people and answering their questions.
It is a great way to engage with customers because it shows that you are interested in helping them and are willing to go above and beyond to provide support.
Create Exclusive Offers
Who does not love discounts or freebies? If you want to engage with customers, you need to give them something they will value. It could be in the form of a discount, an exclusive offer, or even a freebie. It all depends on your service or product. Let’s say you are selling apparel; then you can give a 10% discount to your customers if they sign up for your newsletter.
But giving discounts is not the only way to create exclusive offers. You can also give your customers early access to new products or services or invite them to events related to your business. This way, they will feel special and appreciated and will be more likely to continue doing business with you.
Capture Customer Attention With Visual Content (Videos or Podcasts)
Visual content like videos or podcasts is a great way to engage customers. They are likelier to watch or listen to something if it is visually appealing and easy to consume. And if you can add a personal touch to your visual content, that’s even better.
For example, you can create a video series that gives your customers a behind-the-scenes look at your business. Or you can launch a podcast that interviews customers and experts in your industry. Whatever you do, ensure it is interesting and informative, so your customers will want to watch or listen.
A very small number of businesses are using podcasts in their marketing strategy, so it’s a good thing that there is still space for you. With Podcast, you can directly engage with your customers and build a relationship with them. You can ask for their feedback or interview them about their experience with your product or service.
And just like with any other content, promote your Podcast so that people know it exists. You can share it on social media or submit it to directories like iTunes.
Make It Easy for Customers to Give Feedback
If you want to engage with customers, you need to make it easy for them to give feedback. It could be a survey, an online forum, or even a simple comments section on your website. Whatever you do, ensure it is easy to use and that you listen to the feedback.
One of the best ways to collect customer feedback is through surveys. You can use a tool like SurveyMonkey to create a survey and then send it out to your customers via email or social media. Make sure to keep the survey short and sweet and offer an incentive for people who take the time to fill it out.
I'm a very hard-working, motivated, and committed individual with a positive attitude towards life and a passion for doing new things that help people.I love challenges in my career because they make you more robust than before when you overcome them.