10 tips to efficiently increase customer engagement Abe Dearmer Feb 15, 2021 ∙ 8 min read Customer-Service Customer engagement is the backbone of business success as it can help make lasting relationships. This is an important variable that determines how engaged your clients are with your brand through personal communication, social media, marketing strategies, and more. Simply put, client engagement is the key to having loyal customers who stick around longer as well as bring in a steady stream of revenue. Better customer engagement means better customer satisfaction and a reduced spend in finding and nurturing new clients and prospects. In fact, research by Walker Info reports shows that in 2020 customer experience has now become the main brand differentiator and has even surpassed product quality and price as a decision-making factor. Knowing how important customer engagement is, here are 10 tips that can help you retain customer attention and efficiently create more sales for your business. Always listen to what your customers have to say It goes without saying that the best way to give your customers what they want is by listening to their problems and requirements. When it comes directly from the customer, you have a proper directive on what you have to do next to ensure you are catering to their problems. Make sure to listen intently to what clients and prospects are saying and always be empathetic to their problems and complaints. Every conversation with them should get you one step closer to understanding customer pain points and challenges. Let them be candid so you can understand and explain how your brand can help them do better. The overall customer experience matters Focusing on overall customer experience can help elevate engagement and interest levels, in turn creating loyal customers who you have built trust with. With great customer satisfaction, you are more likely to have clients who shop from you time and again, and this is a big factor that contributes to an overall happy customer experience. Share content that solves problems Creating value-adding inbound content is a great way to increase customer engagement. Give them educational and helpful resources such as eBooks, blogs, and other content that isn't aimed at making a sale. Produce and share original content with market insights and new trends to follow. Allow people to download or read them for free and use the content as a way to solve common industry problems. Make sure that whatever you put out is relevant and engaging so customers and prospects are drawn to it, and thus engage with your brand. Use customisation to your advantage Use customisation as part of your sales and marketing efforts during any interaction you have with your clients. Personalised communication is a great way to make prospects and customers feel comfortable with your brand. This will encourage them to interact with you more as the communication is relevant and puts across the feeling that you know them well. Keep an eye on social media activity With the considerable increase in social media usage, it is one of the best places to stay engaged with customers. Make sure to keep track of people liking, commenting, messaging, or mentioning your brand so you can respond on time. You wouldn't want to ignore a consumer who took the time to comment on or share something that you posted. Always make sure to thank them or respond to their queries as needed. Sometimes you may even see negative comments about your company. Use that as an opportunity to apologise and understand why the customer was unhappy with your brand and improve upon it. Ask for feedback when possible It is always a great idea to ask for feedback rather than to wait and see what you are doing wrong. After a successful purchase or interaction with a customer, always ask them for their feedback on how well they were served. Was their problem solved? Were they able to find what they were looking for? Could they process the order easily? You can do this by sending surveys or easy to rate questions to understand where you are going wrong and how you can improve. You will also be able to find new customer pain points and make improvements to engage more customers and prospects. Always check in Assign a representative to each customer who checks in with them on a constant basis. This will help in building a personal relationship with the brand over time. It doesn't need to be a lengthy conversation but just a quick check to see if everything is working fine or if they require any assistance. It also shows that you care about your customers' success and remember them enough to stay engaged. Online contests Host online contests on social media platforms such as Facebook as a way to engage with your followers and customers. If promoted right, such a contest is a great way to get many submissions and create a buzz on social media. Social media engagement helps create a very powerful and effective strategy to attract customers and is also an enjoyable activity to participate in. Corporate social responsibility Consumers these days have become increasingly conscious of the kind of brands they are supporting, as opposed to past generations. With an altruistic outlook, they now consider a brand's morals and standing as a determining factor for purchasing. Make sure you show your customers how dedicated you are to supporting your community. Donate to a local charity, hold fundraisers, or take part in volunteering events to show your involvement in social and environmental causes. Portray an image of support for your employees and customers to earn more consideration and respect for your services and products. Use the right software To make sure you are effectively and efficiently engaging customers, investing in a Customer Relationship Management Software is the need of the hour. Such a platform provides several automation tools that can help in streamlining administrative tasks and allows you to focus more on customer communication and engagement. Apart from this, using a CRM will also help you collect, store, analyse, and use personal data about each prospect and customer, allowing you to personalise their experience with ease. Choose an all in one CRM software that can give you a number of tools perfect to make daily processes much simpler and quicker. Look for ones that provide a scalable platform with sales enablement, marketing automation, and customer service all in the same software. Marketing automation is a boon when it comes to engaging customers and staying in constant communication with them. If you are looking for such a platform, get in touch with FIVE CRM to know the many benefits our enterprise software has to offer you.