Customer Engagement
This is the process of creating an emotional connection with your customers by encouraging them to share and interact with your brand. When customers are engaged, they are loyal, they buy more and might even become your brand ambassadors.
Customer Engagement Strategies
The most effective customer engagement strategies focus on advocacy and involvement.
1. Prioritizing customer experience:
When a customer has a good experience on your product, they are more likely to come back. In addition, they might tell their friends about it.
As a brand you should live by the mantra that every user deserves the best experience when using an application; With the aim of coming back and spending more time and money on the application.
A study found that 80% of consumers would pay more for a product or service to ensure a superior customer experience.
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” — Steve Jobs
2. Take advantage of social media:
Social media is a great tool a brand can use to engage their customers. You can entertain, inform as well as educate your customers.
However, keep in mind that social media is a double edged sword. It can make or break your brand depending on how and fast you respond to complaints.
When people have a bad experience, they are more likely to share than they would a good one. Therefore, it’s good to look out for these complaints and respond for the complaining party so they can feel heard. They aren’t the only ones watching, your other customers are too.
3. Personalize customer communication:
When you address your customer by name, or reference to something they like, they feel appreciated and important. Instead of using generic emails or messages to communicate with them, it’s important to customize them.
With the right information about your customers (which nestmetricshas got you covered), you can easily customize communication.
4. Useful content
Informing as well as educating your customers is a great way of engaging them. This content can range from tutorials to reviews.
You can also have content on the industry and any changes/ updates/ advancements that are happening in that field and how it will benefit the customer.
As you’ve noticed, people don’t want to be sold. What people do want is news and information about the things they care about. — Larry Weber
“A google study drew that 48% of smartphone users are more likely to buy from companies whose mobile sites provide instructional video content.”
5. Rewards and incentives:
People like to get something back and giving your customers rewards for sticking out with you might put you in good radar with them.
6. Listen to the customers and respond
When customers contact you with issues and questions, you have to respond and solve any problems they might be having.
It is so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship. — Mark Cuban
They can choose to use any channel of communication that they can reach you through therefore, it’s important to monitor them all to avoid any cracks.
Incase they are asking for the impossible or something that the company can’t provide, let them know instead of ignoring it. You can even go a step further and point them to the direction of a product that would cater for their specific needs.
Nestmetric is a tool you can use to engage your customers via social media and individual targeting. This way you can retain customers indirectly ensuring that they all have the individual attention they would desire.
Nestmetric collects and centralizes all of your customer information so that you have the best possible context to reach out to those users. It also provides you with the tools to act on what you know. This can allow you to send targeted communications such as an email, or push notifications, or it can be used to enrich users’ profiles or score their customer-fit.
It applies machine learning algorithms to your customer data to identify the users most likely to churn or purchase based on app behavior, demographic data, title, industry category, company size, and much more.
The simplest way for SaaS companies to create behavioural based customer journeys.
When you have your customer engagement on point, it will be easy to:
- Communicate new features and updates on the application.
- Decrease churn rate and increase retention.
- Generate more revenue (Icing on every cake)
- Easily collect feedback and improve the product.
Conclusion
The purpose of customer engagement is to create repeat customers beyond the one time purchase. Nestmetrics enables you to do this by collecting and centralizing customer information which you can use in the different strategies mentioned earlier.
You can try out Nestmetric:
Customer intelligence software to see your users and what they do in your apps to better understand and make the most out of your customer communication.
