We hear a lot about engagement these days. It seems like it’s a buzzword that’s everywhere.
And there’s a reason for it. Customer engagement can be a huge benefit to your business.
Long-Term Investment in Customer Relationships
Your customer engagement is a long-term investment in your company. It can be time-consumer to build those customer relationships. You might have a hard time measuring the ROI from your efforts.
However, in the long run, the time and energy you put into customer engagement can pay off. You have the chance to encourage loyalty, and even increase conversions. The right approach to customer relationships can mean long-lasting ties that continue to be profitable even years down the road.
Here’s what you need to know about customer engagement and building your business:
Better Customer Service
When you have a habit and a history of customer engagement, you are more likely to provide better customer service. This is a big deal.
Consumers are more likely to stick around — and even tell their friends — when they have a good customer service experience. Part of that experience is being accessible online. AdWeek reports that 80% of consumers use digital devices to make a connection with customer service.
Plus, 71% of consumers say they have ended a relationship with a brand due to poor customer service.
If you want to provide customer service that has consumers raving about your responsiveness, you need to up your level of customer engagement in general. You’ll retain your customers and you might even gain new consumers from the move.
Humanization = More Loyal Customers
Customer engagement can also humanize your brand. This is important because people are more likely to buy from brands and companies that they identify with.
The Harvard Business Review points out that the number of interactions you have with a customer might not be hugely important. However, conveying shared values that your customers can relate to and get behind offer something totally different.
Your customers probably don’t want relationships with you. Instead, they probably want to feel like you reflect them and their values in your brand and products. If you can humanize your brand and products, and provide something for your customers to identify with, you are likely to build loyal fans.
These loyal fans are willing to keep buying your products and spread the word about them. Your customer engagement efforts should include a plan for identifying and sharing your brand values so consumers feel like they are part of something.
Rewards or Loyalty Programs can Help Your Business
One good way to boost customer engagement is with the help of loyalty programs or rewards offers.
Customers are more likely to stick around if they can earn rewards or see discounts for loyalty. If you can provide engagement with the help of promos and discounts, you have a better chance of keeping a customer for life.
Down the road, you will feel good that you went ahead with a loyalty or rewards program.
Customer engagement can help you connect with consumers on a level that keeps them coming back. Make it a point to improve your engagement game, and you might be surprised at the profitable results.