5 Strategies to Drive Customer Engagement
When you’re well aware of your customer’s journey, you’ll know the best touchpoints, channels, and the right stages of the journey to engage with your customers. 52% of companies believe that Facebook is the most effective social channel for customer engagement, service, and support. The spectrum of customer engagement runs thick across the board, and customer support is no exception.
This way, your team members will be able to make and receive phone calls from HappyFox, and all calls from Dialpad will be automatically ticketed and recorded in one place. Wingman’s playbooks allow for adjustment and a bit of improv for your seasoned reps. This enables your sales reps to be real people and use their experience to close more deals. As the ultimate sidekick, Wingman is centered around the creation of sales enablement playbooks, which are meant to be free-flowing scripts that evolve in real time. Don’t let the fun misspelling fool you, Kustomer CRM is all about business—specifically, businesses that sell direct-to-consumer (DTC). Today, you’ve got many more channels to keep an eye on (and that’s not even counting channels that you don’t own, like third party review sites), and many more SaaS tools to choose from. Once you have some ideas from these initial interviews, craft a survey to validate the ideas on the broader set of members.
While every company’s engagement strategy will look different, businesses should consider several key tactics. Contrary to popular opinion, customer engagement is more than just a way to measure customers’ connection with your brand. Instead, it is an umbrella term for the different processes used to create, build, and maintain customer relationships. The goal of the conversion stage is to encourage shoppers to purchase a product or service because they believe the brand they’ve chosen is the right solution to their problem or meets their need. This phase is where a well-detailed website product page is important, as well as creating an exceptional customer service experience to inspire customer confidence in their buying decisions.
Coors Light supplied customers with 500,000 free beers in what was a truly successful consumer engagement campaign. Brands can’t just rely on catchy slogans or celebrity endorsements anymore. Thanks to social media and mobile phones, businesses and brands have to be always “on”, ready to take on opportunities to engage with customers anywhere, anytime. Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Choose the Right Channels
With the right automation and communication tools, you can streamline your engagement process and track progress in one platform. With a robust tool, you can centralize all activities throughout the customer lifecycle a seamless customer experience across all channels. Through engagement, businesses can collect data on customer interactions, preferences, and pain points.
This means crafting a messaging strategy that truly engages its recipients on a regular basis, creating an outstanding customer experience that exceeds expectations. Customers expect brands to engage them with personalized content and experiences across various channels, no matter which department they work in. Effective customer engagement requires integrated technology, like a CRM, so everyone has a single 360-degree view of each customer. The main purpose of engaging customers is to attract and build long-term relationships, thus driving brand loyalty and customer retention. These can include post-purchase survey, customer satisfaction survey, product usage surveys, and exit survey.
Ensure all customer engagement models align with your goals, resources, and user preferences. This will help build strong customer relationships, increase sales, and create a competitive advantage. A customer engagement model is a framework or strategy organizations use to interact with customers, build relationships, and encourage them to become loyal. By making your customer services teams available to customers, brands are demonstrating their commitment to the customer experience. And when a customer feels that, they’re going to develop a stronger emotional bond with your business. From a consumer psychology perspective, gamified content creates a positive association with your brand.
- You can measure customer loyalty with the help of Net Promoter Score (NPS) surveys.
- Consider the following examples of successful customer engagement campaigns.
- Personalization can help you deliver more relevant content and offers, increasing the chances of fostering a deeper connection with your customers.
- These channels have the highest probability of capturing the attention of customers more inclined to want to hear what your brand has to say, like those actively engaging with your website or mobile app.
By implementing one or more of the ten customer engagement models outlined in this article, companies can foster deeper connections with their customers, enhancing their satisfaction levels. Modern customer engagement models focus on a more holistic and personalized approach that considers the customer’s journey and individual needs and preferences. It’s about empowering customers to interact with your brand on the channels they want and delight them with unique and personalized experiences. The more you do this, the stronger their connection to your brand will be. Engaging customers and adding value to their experience will keep your brand at the front of their minds. This will help you get a better understanding of your customer lifecycle.
RICE: Simple prioritization for product managers
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