Around 96% of consumers believe customer service is important in their choice of loyalty to a brand.
This statistic proves how essential customer engagement is as itâ€™s the best way to nurture business-consumer relationships.
If youâ€™re struggling with a customer engagement online strategy, youâ€™ve come to the right place. Here are seven tips to help you.
What Is Customer Engagement?
Customer engagement is talking to customers through various channels so you strengthen your relationship with them.
The point of customer communication is giving your community something of value beyond your product or service. You can do this via social media, email, websites, and online forums.
How to Boost Customer Engagement Online
Now we understand the concept of customer engagement, itâ€™s time to put it into action. Your businessâ€™s digital marketing strategy must fortify customer relationships and further your reach.
Try the following, for example:
1. Build a Strong Online Presence
According to Google, 97% of consumers search for local businesses online, meaning a strong web presence is crucial.
Building a web presence means itâ€™s easier to reach more people thanks to SEO and social media. It also lets you build a strong brand identity so customers are drawn to your product, beliefs, and the language you use. This is key for standing out from your competitors.
Having a strong web presence also makes you appear more credible compared to businesses that donâ€™t.
You can do this by creating a website where people can browse your products. Make sure itâ€™s clean, professional, and features important information such as your contact details.
Your business must also have a social media account so you can reach consumers without focusing on selling your products. Post a few times a day to keep followers engaged with you and your content.
2. Use Email Marketing
Email marketing has many advantages including how easy it is to contact new leads or long-term customers. You should create a blueprint for each stage of the sales funnel from a welcome email to a follow-up one.
Remember to send emails at intervals and not overdo it otherwise customers will think itâ€™s spam. Your email marketing campaign should show your latest stock or offer a special promotion to entice customers.
There are also many benefits of newsletters which are regularly distributed and cover one main topic. Newsletters let you stay in touch with existing customers and keep your business or products at the top of their mind so they make a purchase.
3. Respond to Every New Interaction
Thereâ€™s no interaction too small, you should constantly be engaging with your customers.
Harness the power of communication tools so you respond in real time. When someone places an order or contacts customer service, they should receive a response saying thank you for reaching out.
This should then segue into a conversation so your customer knows theyâ€™re heard.
4. Personalize Your Communication
In 2019, 72% of consumers only engaged with marketing messages that were customized to their specific interests.
Personalized emails and content arenâ€™t only eye-catching but they also increase the chances of a response. Invest in an automation program so you can add names to messages, purchase details, or other individual data.
But remember to update the recipientâ€™s information so the communication is relevant and aligns with how they want to be contacted.
5. Seek Customer Feedback
Feedback from customers is a fantastic way to see how you can improve your business while engaging with your clients.
Whenever they post online reviews, positive or negative, itâ€™s important to respond immediately. You should also follow up on a purchase asking customers how they feel about your product or how it was delivered.
Surveys are another excellent way to see what customers think of your business or what products they want to see. Make it easy for customers to fill out and submit their answers so you can see their opinion.
You should also offer an incentive such as discount coupons or a chance to win one of your products in a raffle.
6. Post Useful Content
Creating and posting educational content is a great way to engage with customers. You can do this through a variety of mediums like blog posts, ebooks, or instructional videos so your audience learns more about your product and how it works.
7. Humanize Your Brand
As a business, you must make it easy for customers to relate with you.
Find a personality in your business who is charismatic and passionate about your brand so they can regularly blog on your site, book speaking opportunities, and present webinars.
You should also share your businessâ€™s story as transparency creates likability. Encourage your audience to be part of your journey by sharing the good and the bad as it makes your brand more human.
Further, when youâ€™re celebrating wins, thank your audience for their support. As a result, your customers will be more emotionally invested in your success as theyâ€™ll feel a part of it.
Genuine relationships with customers keep your business afloat so itâ€™s crucial you prioritize customer engagement online.
That’s Everything to Know About Customer Engagement
Now you know the power of customer engagement online and how to do it.
When customers are engaged with your business, theyâ€™re more likely to invest in you and your products or services. Start by building a strong web presence, ask for feedback, and reply immediately so customers know you care. Good luck!
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