The eternal chase between a sales rep and their ever-present sales quotas can feel like a never-ending marathon. From day one, you’re handed these...
Customer engagement and conversions are closely intertwined. This is because engaged customers tend to build strong and enduring connections with a brand, resulting in increased loyalty and higher conversion rates.
However, the consistent growth of a dedicated customer base doesn’t happen organically. It requires meticulous research, planning, and execution to provide an exceptional customer experience.
Engaging with your existing customers is a strategic approach to capture their attention and ensure they consistently enjoy top-notch experiences throughout their interactions with your brand.
Here are a few statistics supporting this
> 86% of consumers are willing to pay a premium for superior customer service.
>61% of users believe that surprise gifts and offers are the most effective means.
>For 2023 it is anticipated that AI and machine learning will automate nearly 40% of all customer interactions.
What is a Customer Engagement Strategy?
A customer engagement strategy involves establishing an ongoing connection between a business and its customers. This connection is nurtured through multiple interactions that foster greater loyalty and trust in the business. Central to engagement is the concept of a positive customer experience, which encompasses the customer’s overall perception of the business.
Therefore, a successful customer engagement strategy should prioritize creating positive experiences across all customer interactions, both before, during, and after transactions. It ultimately drives conversions and strengthens the customer-business relationship.
The following customer engagement strategy tips can help you foster robust connections between the customer and the business.
Boosting Conversions with 5 Customer-Centric Engagement Tactics
To enhance your customer engagement strategy, prioritize the customer’s needs. Neglecting this aspect could result in losing up to 88% of your customers. The following strategies focus on the customer to provide exceptional experiences.
1. Keep Customers Engaged with Valuable Content
Your blog posts and articles must capture people’s interest and provide them with valuable information. It helps build a genuine connection with your audience, potentially turning them into advocates and paying customers.
The great thing about content marketing is that it can serve multiple purposes simultaneously. It isn’t limited to B2C marketing; it applies to B2B content marketing as well. For example, you can achieve various goals using great content.
2. Offer Special Incentives to Retain Valued Customers
Studies show that 82% of businesses find it more cost-effective to retain existing customers than to acquire new ones. Therefore, when devising your customer engagement strategy, it’s crucial to include tactics that nurture customer loyalty.
To enhance loyalty, you have several options, or you can combine them:
>Establish a loyalty program featuring points, bonuses, exclusive discounts, or special offers for your loyal customers.
>Encourage customer referrals by rewarding them for bringing in new clients.
>Celebrate special personal occasions, like birthdays or anniversaries, with your customers to strengthen your relationship.
Show your appreciation with personalized messages, small gifts like customized photo books, or exclusive discounts.
3. Delight Your Customers
A single happy customer can become a powerful advocate, influencing several more potential customers. According to a survey conducted by the White House Office of Consumer Affairs, a happy customer typically shares their positive experience with at least 4 to 6 people. This, in turn, has a substantial impact on increasing your conversion rates, making it a vital practice for all businesses.
Here are some simple ways to ensure customer satisfaction:
>Show respect to customers, regardless of their location, background, culture, or language.
>Prioritize listening to your customers before responding.
>Maintain professional communication to make the customer feel like a valued partner.
>Embrace transparency and avoid hiding in the shadows.
>Craft offers that provide real benefits and help customers save money.
Consider this example:
While not extravagant, the tweet effectively focuses on the benefits, showcasing a superb engagement strategy that brings smiles to customers’ faces. Research also suggests that excessive use of conversion optimization techniques can annoy customers.
Instead of being a pushy marketer, aim to be your customer’s trusted friend, as this approach often proves more effective in increasing conversion rates. Making customers happy is one of the simplest and most effective customer engagement strategies.
4. Dealing with Negative Feedback on Social Media
Social media is a realm of its own, where people wield considerable influence. They express opinions and feedback that can sometimes be less than pleasant. It’s important to remember that taking such feedback personally can be detrimental to your business. The first rule in handling negative feedback is to adopt a customer’s perspective rather than a business perspective.
Here are a few more rules:
>Respond promptly, even when the feedback is harsh. Avoiding a response can be detrimental.
>Exercise patience and refrain from hasty replies fueled by adrenaline. Take time to think before crafting a response.
>Investigate the profile of the disgruntled user before responding, seeking information that may aid your reply.
>Contact the user privately with a personalized message to clarify the situation.
>Begin your message with an apology and conclude with a proposed solution.
Social media tends to bring out heightened hostility, providing a virtual platform for unrestricted expression. Therefore, it’s wise to be prepared for negative feedback.
It is impossible to please everyone, but unsatisfied users can offer valuable insights into areas where your service may need improvement.
Here’s an example:
This straightforward and timely response, combined with politeness, and an apology can work wonders, regardless of the customer’s initial disappointment.
Effectively managing dissatisfied users is an art. Doing so in a proper way is a daily customer engagement strategy. When other visitors witness how you handle such situations, it fosters trust and encourages them to follow you. It enhances your reputation, preparing visitors mentally to convert to your website.
5. Embrace Personalization in Interactions
In today’s landscape, personalization is paramount for standing out. Just take a look at your email inbox – filled with countless promotional messages. How many of them remain unopened or end up in the trash?
A similar fate can befall non-personalized customer interactions. To truly succeed, you must make customers feel special, offering unique tailored experiences.
A recent study by McKinsey & Company revealed that 76% of customers considered personalized communications a crucial factor when evaluating a brand. Furthermore, 78% of respondents noted that such tailored content increased their likelihood of making repeat purchases.
To achieve this personal touch, various tech solutions can be used:
These software programs, mimicking human conversations, create personalized customer experiences. Strategically positioned throughout the customer journey, they function as quasi-personal assistants, catering to user needs and business specifics, significantly boosting engagement.
Similar to chatbots, live chat provides a platform for customers to receive real-time assistance from human agents whenever required.
The rising trend of video shopping leverages live video streaming for interactive shopping sessions with customers. These personalized, one-on-one video interactions offer customers expert guidance and assistance.
Customer engagement strategies are the driving force behind brand loyalty and increased conversions. As the digital landscape evolves, embracing these practices listed above becomes increasingly essential for businesses aiming to thrive.
If you’re looking to take your customer engagement to the next level and supercharge your conversion rates, consider partnering with DealsInsight. Our conversion rate optimization experts are here to help you unlock the full potential of your business.
Don’t miss out on the opportunity to optimize your conversions – contact DealsInsight today!