It’s true that you want your business to earn money, but if your exchanges with customers are solely transactions, then you won’t see long-term success. Improving customer engagement is the best way to make yourself memorable and to retain customers.
Consistently engaging customers means that you’ll retain them as loyal ones in the future. You don’t have to spend nearly as much on retaining customers–plus, they’ll be able to spread the word about your business organically.
Read on to learn the top six signs that a new customer engagement strategy is needed for your business!
1. Customers Feel Like a Number
If there’s one tip to take away from our guide on how to talk to customers and engage them, asking questions would be number one. In any engagement strategy, you need to be asking customers questions in order to gauge their opinions and personalize your services.
You’ll find that a lack of questions in your copy and marketing may make it seem as if your company doesn’t have a completely customer-first mentality. It’s also important to keep in mind that there are some situations that don’t require a question. For instance, asking a customer how they liked their item before the product has been delivered wouldn’t be helpful.
2. Angry Reviews Stay Angry
After you’ve asked a question, it’s important that you’re following up with customers. Following up helps them feel more included and engaged with your brand because you’re committing to rectifying their issues. Even if a customer hasn’t raised an issue, following up with them after a product is delivered or a service rendered shows that your business is attentive to their needs.
Following up is also important when it comes to negative reviews online. If customers are angry enough to leave a public review, continuing to communicate with them and help resolve their issues may result in a re-engaged customer.
3. You Aren’t Retaining Customers
Finding new clients is one thing, but retaining them so they can become loyal customers is far more important. This is because it costs five times more to acquire a new customer than to retain one. One of the simplest ways to retain customers is to create a loyalty program.
This rewards customers based on how much they’ve purchased or how long they’ve been doing business with your company. With discounts and rewards, customers will stay engaged and interested in your brand even if they’re not actively looking to make a purchase.
4. Customers Are Impatient
Even if your actively engaging with your customers, they may still seem impatient when it comes to deliveries, account updates, and other issues. One reason can be you’re not setting the right expectations.
If you’re not actively engaging customers by discussing your business and common FAQs, there will be a mismatch between a customer’s perception of your business and your own. In order for customers to be in line with your vision and what you’re offering, engagement through good digital marketing practices is in order.
5. Your Bounce Rates Are High
A bounce is every time a customer’s visited one page of your website and then exited right after. Google calculates bounce rates by taking the number of single-page sessions and dividing that by all sessions, or visitors, to your site. You want to avoid high bounce rates because this is a strong indication that you’re losing engagement through customers by a badly designed site.
It’s first important that you ensure your web pages are taking three to five seconds to load at the most. Next, the UI/UX design of your website or app needs to be improved. You want to target an audience through a well-designed site that speaks to their needs and desires.
You also want to follow basic design principles, such as not having too much text on the page, using consistent color palettes, and providing ample negative space.
6. Social Media Engagement is Low
Unless you have a B2B business that doesn’t need to market on social, your social media engagement can be a good barometer for engagement as a whole. The average engagement rates for Instagram are between one and four percent. This number is found by adding up the average number of likes and comment on a post and dividing it by the number of followers.
In order to foster more engagement with your brand, try featuring content created by your customers with a tag to their accounts. You’ll also want to engage with their own accounts by leaving likes, comments, and answer any of their direct messages.
Smart Strategies for Engaging With Customers
When it comes to a good customer engagement strategy, it’s important to remember that building engagement strategies requires customization. With a variety of industries, audiences, and competitive landscapes, there isn’t any one-size-fits-all solution to building engagement.
Overall, one of the top ways to increase engagement is to be sure you’re asking customers questions. Whether it’s a fun poll on your Instagram Story or a survey sent through email, asking questions helps you craft personalized ads and content for your customers. Even better, their feedback can help you take care of problems that become larger issues.
You’ll also be sure that your website isn’t hindering your connection with customers. Make sure that pages load in less than five seconds, and have a well-designed website that takes into account the UX. If people feel as if your website is easy to navigate and nice to look at, they’ll be far more likely to engage with your brand.
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