If you aren’t considering the impact of customer engagement yet… why aren’t you? 86% of buyers are willing to pay more for a better experience yet over half of them think businesses need to change the way in which they engage. Customer engagement is the way in which businesses interact with customers across channels to create, strengthen or develop a relationship with them. Successful customer engagement will elevate every interaction, inform your future decision making and increase retention figures moving forward. Take a moment to consider why engagement is so important and how you can use it to boost your brand’s productivity.
Gain Customer Insight
Understanding what the customer wants is vital for both making sales and for understanding which direction your brand should be travelling. With consumer trust declining across industries, the benefits of engaging with customers and discovering their views will be hugely beneficial both for your decision making and building trust. By interacting with your customers, you can better comprehend what is important to them and where they are willing to spend their money. Listening and responding to your customers will make them feel valued and help to reinforce brand loyalty in the future.
Boost Brand Experience
Customers are no longer staying loyal to brands because of price or product. In 2021, it is all about the experience provided. One of the biggest decision-making factors a customer relies on now is how you, as a company, make them feel. Customers have higher standards than ever before, so it is of the utmost importance that you respond in turn and show them you care about them as an individual and want to make their journey as personal as possible. Amazing customer service, on point communication and tailored experiences all help build a picture of a brand that is worth trusting and worth returning to.
A loyal customer is a huge asset to a business. Returning customers are likely to spend more money than new as they are already invested in the brand, so it pays to show your appreciation with a loyalty program designed to improve retention figures. Working with loyalty experts such as TCC Global can ensure you continue to engage with consumers successfully, responding to the customer’s needs, interests and values in an exciting and inspiring way.
When it comes down to it, the biggest benefit to investing in customer engagement is that you’ll see an increase in sales. Loyal customers who feel valued, heard and appreciated will return time and again and spend their money. Making the customer’s journey feel personal and relevant and adapting that if their needs change will make them feel that your brand cares for them on an individual level and retain their custom with future purchases.
Keep your customers committed with a range of tactics to make them feel valued and heard. From excellent customer service to loyalty schemes, ensure every step of the journey is a positive one and see your retention numbers soar.
And there you have it – now you know why customer engagement is so important, strive to prioritise it as one of your business’ essential goals.