The proper strategies for customer engagement are out there. The right strategy can give you the best results and affect the outcome of your business in many ways, and your customers will have a better overall experience with your company and brand. More importantly, your customer retention rate will be positively affected as well. But
The proper strategies for customer engagement are out there. The right strategy can give you the best results and affect the outcome of your business in many ways, and your customers will have a better overall experience with your company and brand. More importantly, your customer retention rate will be positively affected as well. But whilst there are many strategies you can use to effectively engage your customers, including coming up with a loyalty or rewards programme, a membership club, contests and competitions, and the like, some are more effective than most. So which strategies are those? Here’s a list of concrete customer engagement strategies you can utilise today.
- Maximise your website
Your website is your company’s digital address, and since more customers are doing their business online, it makes sense for you to maximise your website. You can do so by analysing your website user’s journey and seeing your website through their eyes. When analysing your website, ask yourself a few key questions: is your website easily discoverable via search engines? Does it offer tempting tags or titles? When looking through your site, do you see any problems or potential issues your users may encounter? How convenient is your site when it comes to customers looking for services or products? Do your site pages offer value and have enough information about your products or services to satisfy your users’ questions? For example, if you sell products online, is it easy for customers to go through your checkout process?
Once you have answered these questions, you can figure out how to maximise and optimise your site. For instance, you can go for a better and simpler design, more useful content, proactive support (such as a chatbot), welcome calls, instructional and informative videos, and a range of testimonials from your customers.
- Make it personalised
A brilliant customer experience consultant will tell you that one sure way you can engage your customers is through personalisation. It makes complete sense because most customers would want products and services that are completely tailored to their requirements and needs. The good news is, it’s easy to go the personalised route – there are many strategies you can take advantage of, such as addressing them by their name in your emails or showing them an ad based on their location. But this is just the tip of the iceberg, as you can utilise even more sophisticated and complex tools such as AI and machine learning. Here’s one example: if you offer camping facilities, you can recommend sites that sell camping equipment and gear such as jackets, boots, and tents.
- Utilise a chatbot
As mentioned, one way you can make your service more personalised is to utilise a chatbot. But let’s expound on this, shall we? With a chatbot powered by AI, you can analyse data and communicate with your users, and you can even programme it to make suggestions to your visitors. It’s a smart strategy for the mere fact that it still feels inherently natural because a chatbot can work depending on the needs of the user. Your chatbot can also use triggers, allowing it to send messages depending on various criteria, like location and the number of website pages the user viewed.