What are some of the common mistakes that can damage customer engagement loyalty?

In my experience I've noticed that when customers offer feedback and it goes unaddressed, it can make them feel undervalued and ignored, leading to dissatisfaction and diminished loyalty. Additionally, it's crucial to maintain openness and transparency regarding pricing and policies. Failing to do so can make customers feel deceived, harming the relationship. A common pitfall is the tendency of companies to overpromise and underdeliver for the sake of making a sale, which only leads to disappointment and a loss of trust. It's important to be honest and set realistic expectations. Lastly, neglecting to properly train staff in customer service can lead to a subpar customer experience, so it's essential to prioritize investment in this area.

If a customer has taken the time to provide feedback, they’re either very happy or very angry. Both of these pieces of feedback are valuable. One can’t be used for testimonials to support advocacy and one will be a pain point which can be addressed. Care about the feedback.

This isn't accurate. Feedback can be not taken on board. But what customers do want is for their feedback to be acknowledged.

We find this is one of the most important things when establishing customer loyalty. Listen to your customers! Sometimes we get caught up in just trying to move the program forward, we forget who we're doing it for. When customers provide feedback, this is gold - now you're getting engagement - they took the time to respond - to provide some additional information. Now you can act on it, incorporate it into the program, and create a better-improved experience. If you don't listen to it and choose to ignore it. Well, that won't build loyalty and create engagement - it's the exact opposite! Yes, there will be the ones who troll and try to push the boundaries, but there are always nuggets of information in feedback to can pull insight from.

Neglecting client feedback can result in missed opportunities and hindered business growth. Addressing and incorporating client input is essential for refining products or services and meeting evolving customer needs. By actively listening to client feedback, businesses can enhance their offerings, strengthen customer satisfaction, and ultimately foster sustained success.

This is again not necessarily true. Think of highly engaging brands – they don't personalise. Where it is suitable to do so, sure, do it. But don't think that this is critical. It's not.

Personalisation is key but also a challenge at the beginning of the customer relationship when few data is available about a new customer. Self-selection can be one way to gather data from the new customer, e.g. ask about the type of content the person is interested in. This way, the brand quickly gathers valuable customer information for personalisation and the customer has put in a little effort into making the relationship more meaningful.

In my experience another important aspect to customer loyalty is transparency. Brands and companies who set clear expectations on what a customer can expect and anticipate from them and follow through on those promises create continued loyalty and faith in their offerings and services.

And yet again, this isn't necessarily true. The best reward is that your offering works, and that you will help people out, and cut them some slack at times. This is more powerful than setting up a situation where you're giving discounts and incentives.

We've found it's not always about receiving a discount or prize. Most times customers want to be seen and be heard. This is real engagement - a 2-way conversation. Building trust and respect with your customers. Seeing them, listening to them. This develops real loyalty. The answer isn't always here's a gift, here's a discount on your next purchase. These can have the opposite effect. (create disloyalty or drive them away) We've had customers say, I don't even care to receive a prize, just make this experience better. So if you want to truly reward your customers' loyalty, create space for them to share and let them help craft their experience, this will have a longer-lasting effect, more than any gift or discount can do.

A long time ago, after I founded my first fitness app with over 1M downloads, I hired my first employee, who also handled customer support. I noticed he wasn't replying to urgent emails or requests from our Instagram page, so I asked him about it. He told me, "I don't know any business that replies in less than 24hr" - That's unacceptable 1. Are you a brand? Define and decide your customer support mindset and values. What makes your brand a brand is sticking to these principles. 2. Consistency: Treat every customer the same, regardless of their popularity or payment level. That's the power of a brand. In my experience, angry customers who get their issues resolved quickly become thankful, stay longer, and become your (free) ambassadors

Compared to the other points in this article which I disagree with, this IS a big issue. Sure organisations can get away with it. But ultimately people are loyal because the thing works.

This is something I can't stand and when other companies do this, the negative feelings it creates can leave people with a bad taste in their mouth for a company or brand and that spreads like wildfire. If you're making your customers go through long waits, hassles or even not responding, you may as well start getting ready to close up shop. Customers want to be communicated with and kept in the loop. If we can't resolve something quickly, we communicate with them to let them know what's happening and create touchpoints. It's not enough to say - we've received your message and will get back to you. Having a process of communication and updates helps with keeping them updated on progress and can help boost your brand's reputation.

What’s measured is managed, and without continually measuring and analyzing what customers are responding to and engaging with, you aren’t maximizing your impact on their influence as brand ambassadors and new channels for brand awareness.

NOPE. This is not true. People can be highly engaged, even when you are not measuring it. Now SURE, it's BETTER to measure. But it's not necessary.

Innovation is a big word. Perhaps another word is, improvement. Another way to say it is, keep getting better. And it's easy to do this if you listen to what people want from you.

Over-automation: A common pitfall that can erode customer engagement loyalty is over-automation. While automation can streamline operations, an over-reliance can strip away the human touch that cultivates customer loyalty. When every interaction with a brand is met with automated responses, customers may feel undervalued, leading to a decline in engagement loyalty. It's crucial to strike a balance. Employ automation for routine tasks but ensure that personalized, human interactions are still at the forefront of customer engagement. This blend of personalization and efficiency reinforces that the brand values its customers, nurturing a loyal community.

It's really easy to overstate fancy things. Ultimately customer engagement is born through consistently delivering on your offerings, in accordance with your brand promise, in a way that makes people's lives better