Why Customer Engagement is Critical to Success

Customer engagement is critical to your company’s success. When a company is first starting out, they initially attract only day-to-day, average customers. These customers use the company’s products or services, but only when they need to get something done.

As the company grows and gains name recognition, though, it starts to attracted engaged customers. These consumers don’t just interact when it’s necessary. They spend time on the website or app. On social media, they post about the company and leave positive reviews. When they talk to their friends, they recommend the products. Why? Because they enjoy interacting with the business.

Customer engagement is the key to boosting your company from a small startup into a brand with name recognition. So, how do you go about attracting these customers?

What Customer Engagement Isn’t

Engaged customers don’t just interact when it’s necessary. They spend time on the website or app. They go out of their way to leave positive reviews and post about the product on social media, and they recommend products to their friends.

It’s important to understand what customer engagement isn’t. Many new companies think they’re engaging their customers simply by sending out emails or having a lot of followers on social media. These elements are important, but only if they actively encourage customers to interact with the company. Customers shouldn’t just see your Instagram photo–they should want to leave a comment and respond.

Similarly, many companies try to attract consumers by performing product demonstrations or putting out teaser trailers for new releases. These methods might gain attention, but they don’t truly engage customers. People can passively see the new idea, but they can’t interact with it, offer feedback, and collaborate with the company.

Customers shouldn’t just see your Instagram photo–they should want to respond.

Starting With the Problem

True customer engagement begins with asking customers about the problems they have–even problems outside of your product. Starting focus groups, asking for opinions, and beginning discussions online are great ways to hear what’s on their minds. Listen to what they say. Ask questions. Think about how your company can help. When consumers feel that you’re responding to their needs, they have a higher opinion of your products.

When consumers feel that you’re responding to their needs, they have a higher opinion of your products.

Make sure your company asks for direct feedback about your own products, too. Customers are great at identifying issues and even suggesting improvements. Provide them with an easy way to contact you, and make sure your company is responsive when customers reach out. When you show customers that you care about their opinions, you open the door to collaboration and co-creation.

Zillable: A Customer Engagement Tool

Collaborating with your customers might seem daunting at first, but Zillable’s consumer-tested tools make it easy to work together. Our online idea network connects companies, creative thinkers, innovators, and customers together in one central location. You can meet new people, test your ideas, and find ways to improve your innovations. It’s customer engagement, but without all the cold calling, door knocking, or expensive consumer polls.

If you’re looking for feedback on an idea or new product, Zillable’s Spaces are the perfect place to connect with customers and hear their thoughts. You can create Polls, ask for opinions, and test out new initiatives. It’s also easy to network with other innovators working in your field using Map, a visual way to connect to new ideas.

Ready to start engaging your customers? Sign up with Zillable today. Innovation starts here.

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