A Thorough Guide To Productive Customer Engagement

As a general definition, customer engagement is the interaction and communication between a brand or company and its customers. This interaction or communication can be implemented by phone calls, social media, and other multiple online or offline channels. For marketers or e-commerce business owners customer engagement means arousing customers’ interest with engaging and helpful content to always keep them captivated by your product․

Whether you're new to these areas or looking to grow your business, be prepared for this buzzword to follow you throughout your digital life. Therefore, let's first find out why is customer engagement so important, what are the best strategies and tools for productive customer engagement, and begin implementing them.

Why is Customer Engagement Important?

Customer engagement is considered the keystone of brand development, without which your business will simply fail. Every single engagement that customer has with your brand can do more for your brand awareness than you might imagine. However, to achieve success one or two engagements will never be enough. You have to gain a set of engagements that together create an emotional connection with your brand in the minds of potential customers.

Emotional connection is what drives customers into action today. In addition to price and quality, there are other crucial factors that today's customers attach great importance to. They begin to care more about the economic and social impact that a brand can have on the community. Brand accessibility, easy execution of transactions, and great support are the most essential factors for them to become your loyal customers in the future. Therefore, you need to make sure that your brand information is easy to find on social media, online shopping is effortless and hassle-free, and your support team should provide excellent assistance when it comes to questions and help.

Customer Engagement Strategies And Tools

Today's digital marketplace provides customers with a wide variety of options, which in turn proves that the competition in the market will be high enough. Therefore, if you want your company to gain a special place in this field and stay out of the competition it is essential to put great value on customer engagement. For this, you need to develop a customer engagement strategy in order to build a strong relationship with them.

Here are some helpful customer engagement strategies and tools that affect your conversion and increase brand awareness:

1. Make Customer Experience Your Main Priority

Always remember that in the e-commerce business customers have more power than the sellers. A good customer experience fosters loyalty, helps to keep customers, and increases brand awareness. That’s why the first thing you have to implement is improving your customer experience and remain it as your main priority.

Start developing relationships with them on the way you develop relationships with best friends or people you value. Talk to your customers and take into consideration all their suggestions and feedback. Come up with the best ways to serve your customers and start acting.

2. Personalize Communications

It’s time to get to know your customers for better engagement. Start using database management tools to understand their geographic location, demographic, and purchasing history in order to build stronger relationships and make better conversions. Take into account your customers’ needs and trends. Always be a good listener. When talking to customers pay attention to all the details and try to find quick and effective solutions as customers are always in a hurry. Compassionately approach their every desire, showing in every way that you care about your customers.

Personalization should aim to make the customer always feel welcomed and assure that all their desires or queries will be fulfilled with great care.

3. Create Helpful Content

If you want to attract more customers and increase satisfaction start creating helpful content. Every demanding customer prefers to know everything about their favorite product. To do this, create useful content, where you will present in detail the composition and quality features of your product. Create a page for blog posts on your website, where you can share useful and instructional contents to help customers in different life situations․

Quality content also speaks about the quality of your brand and the fact that the priority in your business is to satisfy your customers.

4. Engage Customers On Social Media

Social media has great potential to increase customer engagement and promote your business. That’s is why you should take the advantage of all the benefits it provides. If you want to have no shortage of customers and make your business flourish, do not remain indifferent to networks like Facebook and Instagram. Make regular posts on these networks with catchy headlines and quality content. People always like to get news about the products they like.

An alternative and really effective way to attract customers on social media is the use of an exit intent popup. Aside from being effective, these pop-ups do not interfere with user activity on the website. They open only when the customer is going to leave the page. Create catchy exit intent popups with compelling content and use them collaborating with business partners. This will be a mutually beneficial and rewarding partnership for customer engagement

Successful Customer Engagement Examples

To motivate you to achieve greater success in customer engagement, we have selected the best examples that we believe will inspire you.

1. Coca Cola

Coca-Cola has long been a leading company, which will always be distinguished by its unique marketing strategy. Thanks to a well-crafted strategy, Coca-Cola was able to overcome such difficult historical periods as the First and Second World Wars, the Great Depression, and the Global Financial Crisis. By focusing on music, Coca-Cola makes commercials that engage customers of all ages worldwide. Let’s remember the Christmas holiday commercials coca-cola has made. It’s not a secret that this wonderful holiday becomes more fabulous with Coca-Cola Christmas ads.

Besides astonishing commercials, Coca-Cola always uses social media to interact with customers. Coca-Cola has one of the most active Twitter pages with more than 3 million followers. Coca-Cola uses Twitter to share useful information with followers.

2. Netflix

It’s not a secret that Netflix is the king of video streaming. Every time when Netflix launches a new series new followers are guaranteed. The company makes it easy for users to exchange messages, like, and comment by contacting them in person. Such a marketing strategy helped Netflix engage their customers at a level never seen before.

Netflix has gained more than 94,000,000 subscribers in recent years. The key to such great success lies in doing a tremendous job focusing on customer engagement. Netflix uses data to explore customers’ preferences and interests. It takes into account the time you paused, rewind, and fast forward. Also, Netflix focuses on the days you watch their content. For instance, it has found that followers watch TV shows during the week and movies during the weekend.

Netflix proudly announces that it knows almost everything about its subscribers' preferences, which in turn helps them offer a better user experience and great service. Netflix has an algorithm that analyzes this data to suggest better movies and TV shows.

If you are ready to make customer engagement your top priority, rest assured that you will achieve the same results soon.

3. Starbucks

The success of Starbucks is second-to-none. This is one of the most famous brands that provide consumers with great coffee and a catchy cafe atmosphere for almost 50 years. Building a trustful customer relationship is vital for this company. The brand focuses on funny and creative formats to engage customers. One of the noticeable tricks is that Starbuck’s workers ask the customer’s name and write it on the cup. This attracts customers and drives love and loyalty for the brand and builds strong, unwavering relationships.

The company is mega active on social media using the most powerful networks such as Facebook, Twitter, and Instagram to keep in touch with customers all over the world. By sharing news on social media, keeping in touch with customers, the company not only does not lose its customers but also adds new ones in a very short period of time.

Starbucks app allows customers to avoid waiting for both coffee orders and purchases. The app has an "order ahead" feature that gives customers a great opportunity to skip payments and eliminates the need to queue up for coffee. Thanks to this option, customers who are late are able to quickly take their order and run to work without queuing if they are late or hate waiting. Such convenient and useful features make customers love Starbucks not only for their coffee but also for their caring and dedicated service․

Conclusion

Your customers are the oxygen of your business, without which your brand simply will not exist. Here we have briefly presented the main and powerful strategies without which you will not be able to engage many customers. Every well-thought strategy will lead to excellent success in your business. Just do what you started with great passion and love sparing no effort on the way to achieve your goal. And just remember that customers should become as close to you as your family and soon you will see that you are unsurpassed in this never-ending business competition․

Armen Baghdasaryan is an experienced digital marketing specialist who is always keen to keep up with the latest updates in the industry and come up with the best marketing solutions.