When starting a business or already in a market, the main problem that one has to face is getting customers or even more maintaining them. You can only realize this when you have excellent customer service that makes them want more and more from you and your company.
Here are five simple steps that will ensure you have excellent customer engagement and long-term relations with them.
Have qualified and quality employees
The key to providing the highest quality of customer experience lies with how qualified your employees are to provide that service. Remember, it’s not just about making money and selling your products. It’s about acquiring new customers and making them stick to you. Don’t give them a reason to leave and go straight to your competitors.
Provide employee training on how best to engage with your clients. Better yet, hire a professional to do that for you, and the results will be completely outstanding. Companies such as the CX Pilots have programs that enable both you and your employees to rapidly create, customize, and manage every aspect of the customer experience program. Find a way to add this to your employees’ training, and you will have no problem with customer engagement.
Create a customer community on social media
Most customers want to share their experience with others, give them a chance to do so. With the recent growth trends in social media platforms, customers want to feel like they belong to a community, provide them with the satisfaction of having a place where they can give their feedback, and get someone to listen to it. Listen to their input and ideas and act on them.
Better yet, create a custom content to provide customer experience solutions where they can ask questions about the products and give reviews. Ask them what they want to see next and take on their ideas, what better way to retain a client if not by making them feel part of the team and see their ideas come to life. Social media is more than just a platform to connect with the community. Use it for advertising your new products and air the reviews given by your client. It’s easier to trust an open company these days.
Personalize engagement methods
When you need to send notifications to clients about a new service you provide or a product fresh in the market, make that personal. Emails tend to be ignored more often than not, try using in-product messaging, which is directly delivering your notification to a user’s internet-connected device or software application. This will be an intimate communication, and the engagement rates will go higher than ever before.
Take customer calls immediately and professionally and ensure to make them feel important. Let them know it’s not a bother at all to take their call. Make them have the best customer experience of all time.
Reward customer engagement
Give loyal customers offers that are just for them. Make discounts available to the clients who have stuck around the longest. Make a VIP clients list where you rate them with how well they engage with you. Make the reward system based on clients that spend a lot on your products, those that pay less but tell others about the product and refer them and those who spend a lot and still refer you to their friends and family. Although some hardly spend anything on your products, they tweet and post your product, giving you many more first-time clients who are only there due to the influence of that post. Don’t you agree that that client is a vital part of the business and we can’t do without them?
Empower your team
A happy employee is a satisfied customer. Give your employees reasons to do better at work. When employees smile more often, clients feel delighted naturally. Give your employees bonuses when the sales rise or first-time clients stick after free trials and at the end of a good business year. Let them know you appreciate their work and are happy to have them as part of your team.
When you learn new tricks, convert them, and manage them effectively. Spice up your content and make sure it’s fresh every time the clients log in. After all, it’s better to retain the clients you have and ensure their satisfaction before adding new ones and squeezing them dry.
Samantha Higgins is a professional writer with a passion for research, observation, and innovation. She is nurturing a growing family of twin boys in Portland, Oregon with her husband. She loves kayaking and reading creative non-fiction.