The ability to keep your customers engaged not only benefits your business but also makes customers feel more appreciated and connected to your brand. In fact, research has shown that engaged customers tend to make more purchases and are more likely to recommend your brand to others.
Finding ways to engage and re-engage your customers does take time and effort, which is why you need to have a solid plan. Here are some steps your brand can take to engage customers and keep them coming back for more.
1. Use Social Media
Social media is one of the best ways to engage with your customers. Make sure you’re following your customers on different social platforms so that you can keep in touch with them. By keeping track of what they are posting, you will be able to identify upselling and cross-selling that would best fit their needs.
We recommend paying special attention to Instagram. According to research by Forrester, Instagram generates 120 times more engagement than Twitter and 58 times more engagement than Facebook.
Some of the best ways to get real Instagram followers who will engage with your content include writing engaging captions, posting content consistently, showing appreciation by hosting giveaways, and so on.
2. Try Live Chat
According to live chats stats, over 40% of consumers prefer live chat because they don’t have to wait on hold. But did you know that the use of live chat isn’t restricted in its customer support role? As new live chat features are developed, it is becoming easier for brands to also use it for customer engagement and re-engagement.
Live chat can help capture visitors’ attention and engage them in conversations where you’ll be able to understand their buying intent. In other words, it can help you understand your audience better and improve accordingly. In addition, your operators can look into past chat transcripts to provide a more personalized experience and re-engage your customers.
3. Rely on Email Marketing
Email marketing remains one of the most effective marketing tools for businesses, with more than 75% of consumers preferring to receive marketing communications through email. Email marketing is also a great way to reinforce customer relationships through bonus content or special offers and to keep your products or services top-of-mind.
When it comes to customer engagement via email, it’s all about relevant communication and relevant timing. This means that the content has to be relevant to your subscribers and your messaging should be consistent with where they are in the opt-in life cycle.
4. Create a Loyalty Program
A simple, low-cost customer loyalty program is an excellent way to engage and keep customers. Loyalty programs are effective because they add value to the CX that goes beyond the initial purchase, keeping customers interested in your content, even if they aren’t actively looking to make a purchase at the moment.
By providing access to discounts and promotional deals, your customers will continue to read your ads, open your newsletters, and consider your products until they are ready to buy.
5. Regularly Request Feedback
Create a plan for sending surveys and emails to request feedback from your existing customers every few months. Asking customers for feedback is a great way to make them feel appreciated and understood, while at the same time obtaining valuable insight and information that you can use to further improve customer experience.
However, while gathering feedback is a good idea, putting that feedback into action is even more important. To re-engage your customers, don’t forget to follow up and respond when they leave a review, regardless of whether it is negative or positive. If the review is positive, you should thank the customer to show them that their feedback hasn’t gone unnoticed. If it is negative, be sure to act on the feedback in order to prevent churn.
6. Leverage Event Marketing
Event marketing is the process of developing a themed presentation, display, or exhibit to promote an organization or product leveraging in-person engagement. Event marketing can benefit your brand in a number of ways. In addition to helping you build brand presence, you can generate leads, promote a specific product, and boost customer satisfaction, engagement, and retention.
For instance, when you attend a conference, consider sending a customer service employee instead of or in addition to a salesperson or marketing manager to represent your company. This can be an excellent way to attract new customers and educate them about your product.
7. Provide Self-Service Resources
According to studies, 67% of customers prefer self-service over speaking to a company representative, and more than 90% of them say they would use an online knowledge base if it is available and tailored to their needs.
Although customer self-service is usually viewed as an effective retention tool, it can also be very useful in engaging people who haven’t bought your products. Hyundai, for instance, offers AR user manuals that customers can use to explore the interior of a car. This allows them to learn what each function does inside the vehicle without having to talk to a sales representative, thus providing better CX and helping salespeople to close deals faster and easier.
Engaging new customers and existing those who have already chosen to buy from you is very important. This guide is here to help you work on engagement and re-engagement plans to keep past customers coming back and attract new ones.