Customer engagement extends the customer lifecycle and helps increase your earnings from each person whom you do business with. There are many ways to keep people interested, communicating and coming back to your brand. A few of our top customer engagement tips:
1. Segment your customers into personas.
No one approach will fit all customers. That is why it is important to get to know your customers and divide them into segments. This can allow you to create custom messaging for each group for better targeting. Messages to each group can contain different offers, use different tones or can even be sent over different channels.
2. Use a customer engagement marketing platform for multichannel marketing.
A customer engagement platform like Experiture can make it easy for you to connect with customers on using the communication channel that they prefer. Whether their preference is email, web, social media, SMS or another, you can reach out from a single platform. This saves you time and makes your outreach far more efficient.
3. Understand customer pain points.
What alternatives do your customers use to solve their problems? For instance, if they do all their marketing and sales manually, can you save them money and time by offering marketing automation tools? By learning what they truly need, you can craft your marketing and your products to give it to them.
4. Customize and personalize.
A one-size-fits-all strategy typically fits none. Be open to offering customized packages so that your customers get what they really want and need. Craft your value proposition so that it is a fit for what they want from a product like yours.
5. Listen to your customers.
It’s easier than ever to learn what your customers really think and feel. Engage in social listening to see how they talk about your industry and the sorts of products that you offer. Listen to the voice of the customer at all stages of the customer lifecycle so that you can craft marketing and customer service materials to fit their specific needs. This can help keep customers happier and dramatically extend the length of your relationship.
6. Cross-sell and upsell.
People who have made one purchase from a company are far more likely than new prospects to make another. Reach out with new items or upgrades that fit in with the current products of yours that they are using. For instance, if you sell skis, it’s likely that your customers will also want warm jackets, gloves and ski cleaning kits. Craft marketing materials specifically for current customers so that you can highlight the offers that fit their purchasing history.
7. Ask for testimonials.
Testimonials from happy customers are some of the most powerful words you can have on your website. These show prospective customers that people who are current customers have done business with you and had good outcomes. To get more testimonials, you can include a review module on your site, put a review link at the end of emails or simply send out a message specifically courting reviews. Current customers are likely to be happy to share their experience with others.
Engagement with your current and prospective customers is an ongoing process. By keeping up a steady stream of communication and ensuring that what you send is well-targeted, you can craft a strong reputation for your brand and durable relationships with your customers.
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