How to Build a Better Customer Engagement Strategy

By Monica Kohn   |   November 23, 2020
customer engagement strategy
It’s the route to every important business objective and the path to increasing revenue. It determines brand loyalty and whether a product launch will be successful. Customer engagement.

If you want to get potential and established customers talking about your brand, it starts with fostering engagement; give them something the competition is not.

What is Customer Engagement?

While the definition of an engaged user varies from company to company, customer or consumer engagement is always focused on winning loyalty and growing your brand. There’s no one rule that makes for successful customer engagement, but these strategies can help you develop and improve customer relationships.

First impressions matter. Every day potential customers are seeing your products or services for the first time. It’s crucial what they’re seeing quickly explains how your product works, motivates them to get started, and lets them know how to get help if and when they need it. The best way to do that? Research what really matters to them and use that information to give them the best customer experience possible.

Embrace personalization. People will respond on an emotional level and listen to what you’re saying if they feel they are being seen as individuals, not potential customers. Personalized experiences that go beyond generic email campaigns or ads make conversations more relevant and increase engagement.

Nearly 45% of U.S. consumers are more likely to buy from a company that personalizes experiences and two-thirds of them say they prefer to buy goods and services from brands that reflect their personal values and beliefs. Look for ways to align people’s passions with what you’re offering.

Go mobile. Mobile devices are ubiquitous and offer a convenient way to connect and engage with customers. Techniques used for mobile apps may differ from those on your website but should include welcome programs for new subscribers, value-add after sales offerings, and keep customers engaged wherever they are. Finally, announce new products, features, and improvements in-app so customers get up-to-date information when they need it most—while using your product.

People become and remain customers because they see the value in what you deliver and want more of the same. Engaging customers on a deeper level can help your brand maintain relevance, identify new growth opportunities, and stay on track with delivering on promises.

Choose the Right Customer Care Engagement Tool

It isn’t all sales and marketing. Did you know your call center can also help build customer engagement? Measuring, tracking, and acting on first-call resolution metrics not only helps you gauge call center efficiency, it also helps create satisfied customers more likely to remain loyal.

Along with improved customer satisfaction, higher first call resolution metrics deliver some significant benefits:

  • Improved employee satisfaction
  • Increased customer retention
  • Increased sales opportunities
  • Reduced operating costs

From the customer’s perspective, first-call resolution delivers the answers they need in a timely fashion. Call center software helps meet that challenge, working with other communications channels like email, live chat, and/or social media to create a unified customer service experience that reduces friction and increases efficiency and satisfaction.

Which software should you choose? Since one of the main objectives of customer engagement is to gain more clients, software needs to scale as your business grows. Otherwise, you face losing the relationship quality you’ve already built with existing customers. That’s why it’s important to invest in software that:

  • Delivers consistent feedback
  • Improves morale
  • Offers real-time information

This way you ensure all customers get to enjoy the same personalized attention they want (or are used to), regarding of how large your business gets.

A Better Customer Engagement Strategy

The customer engagement journey is an ongoing one; creating channels and touchpoints as you go. The rewards that come from investing time and energy in improving customer care engagement are real: Highly-engaged customers motivated to buy your product or service become brand ambassadors and remain more loyal.

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