Customer Engagement 101

You can find numerous articles online these days about customer experience, or CX. Many companies are also selling software to help businesses manage customer relationships. You may even be using such a system to ensure your customers have a good experience with your business. But just because they have purchased something from you does not mean that you have genuinely engaged them. And this could mean the difference between having a good year and having a great year.

Customer Engagement vs. Customer Experience

Setting up your company to create a positive customer experience can be key to a sound business plan. With that in mind, you have hopefully done your best to design the type of interactions customers will love and have even optimized the most important touchpoints to deliver a great customer experience. On the other hand, establishing ideal customer engagement is about connecting with your customers on a deeper level by promoting opportunities to have a dialogue with them. This two-way communication can be a powerful way to help drive loyalty, increase sales, and improve customer lifetime value.

Your Engagement Strategy

When you gain a new customer, you know you need to make them feel welcome so they will stick around and continue to buy from you. You should do everything you can to keep them because it is much less expensive to keep a current client than acquire a new one. Beyond having good quality products or services, it will also serve you well to have an emotional connection with your customers. Demonstrate your shared values or promote your company’s mission by humanizing your brand. Let your customers know why you are in business and what your business means to you.

Driving Engagement

To drive engagement, you need to be where your customers are. That means if they want to call in an order, they can do that. Or they can email or text it to you if they so desire. Maybe they prefer to buy online from your website or through links on your Facebook or Instagram pages. No matter the platform, to keep a customer truly engaged, offer them relevant insights and solutions, and make it easy to do business with you. They are likely to buy more from you if you offer helpful information and provide a streamlined order process. Do what you can to ensure that each customer would happily recommend you and your business to others.

The goal of customer engagement is to build a meaningful relationship based on trust. To build trust, you need to have a good understanding of your customer and let them know that you value their business. If you can acknowledge their specific preferences and priorities, it will go a long way to fostering genuine customer engagement.??

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Published by:

Alan Pariser?

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