Customer engagement is the perception of your business in the minds of customers, not the experience of conducting business. The experience might affect the perception in some ways, but the two are different. An effective relationship with the customer, even after conducting the business, will keep a good image and preference for your brand in customers’ minds.
Even if your brand’s name is written everywhere but not present in people’s minds, it’s useless. An iPhone is a popular phone because it has a certain image that is present in everyone’s mind. Everything present in the world exists inside the mind as a thought and memory based on experiences and perceptions of the subject.
Business people, these days, use customer engagement solutions to market their business effectively. Customer engagement services can boost your business marketing strategies and help build business relationships with customers. Such engagements can help increase customer loyalty.
Customer Engagement Tactics
Vision, Mission & Values
A business must portray a clear picture of its vision and mission so that the customers can resonate with it. If a business makes a bold statement, leaders will feel attracted to that brand. If the brand portrays an image of quality and value for money, then common people will feel attracted to that brand.
Missions are short-term goals for your company. For example, appearing in the top 10 list before 2025. Vision is permanent. For example, luxury-focused or quality.
Customer is Important
Make your customers feel special, and revere them at every step of the business transaction. If you do this, customers will always remember your brand, and they will attach a feeling of respect to their memory.
Whenever the name of your brand appears, they’ll feel respect and happiness. Your customers will always recommend your business to others. They’ll always come to you for their future business requirements.
Create an experience of individualism; as if they are not just any customer; they are very important to you. Involve something that uses the customers’ names, thank them personally, text them by using their name on WhatsApp, and send best wishes on eves. Customer engagement services provide these kinds of solutions.
Omnichannel Customer Experience
Omnichannel customer experience means the customer should have access to multiple channels for conducting business and communication. All the channels should take the customer to the same page, irrespective of the presence of others. It should not matter which channel a customer is using. Email, text, social media, and messaging must all land on the same page every time. This is done easily by using a unique customer ID on the CRM (Customer Relationship Management).
Demand Forecasting
Demand forecasting is a very common term used in business; it means knowing the requirement for quantity and quality of the product or service. You can use this data to plan your customer engagement strategy. You will have a better idea about the market. Hence, engagement would be better. It is very important to figure out what is needed before making it.
Avoid Hassle
Avoid or remove processes that consume time. Customers don’t like too much processing, questioning, and late deliveries. If your business delivers the products faster than competitors, your customer loyalty will increase. People will love to order from you and will recommend your business to others.
Feedback
Take feedback from customers and make a data out of it for every month. Try to figure out customer requirements to serve them better. This data will also provide personal information helpful for demand forecasting. Feedback will make it easier to understand the taste of the customer.
Gifts
Everyone loves gifts, and therefore, providing gifts and merchandise to customers is a great idea for your business. Something small and less expensive will also get appreciated. The merchandise will remind and advertise your brand, and people will remember your business for the gift. Gifts also make for good memories.
Social Media
Use social media platforms for advertising and conducting business as well. Everyone is doing this no matter what industry they belong to. In 2022, tech is so advanced that your business and ads will only be shown to the targeted audience, people who are interested in that product or service. This method has a huge impact on customer engagement as it’s an easy way of approaching customers without bothering them much and promotes retail customer engagement.
People spend a lot of time in front of the small and big screens. It will be very effective to use online social media platforms for customer engagement.
Customer Engagement Tools
Customer engagement tools can be used for enhancing customer engagement in the business, for example:
- AI chatbots
- Live chat
- Video chat
- Call support
- Augmented Reality
These tools are used for providing information and helping customers in any step of a business transaction, which results in increased customer loyalty.
AI Chatbots
Chatbots answer customer queries in the chatbox using artificial intelligence and information provided to them about the business. Answers to many questions are the same, so it also uses frequently asked questions as a reference.
Live Chat
In the live chat, an expert tries their best to handle customer queries in the chatbox. The expert is trained and has all the required tools and knowledge about the business to provide the best customer experience.
Video Chat
Video chat is a personalised experience for customers to get their problems solved and make the business transaction easy. In the automobile industry, this tool is used by car consultants to show the features of the car and book test drives.
Call Support
Call support is a toll-free phone number that can be used by customers to solve their queries. An expert from the other side tries to help the customer in the best way possible. Call support is the oldest tool everyone knows about.
Augmented Reality
Augmented reality uses sophisticated technology and VR to provide a personalised experience for the customer. Where the customer can experience the feel of the product before buying it. For example, how will your face look after wearing spectacles? You can see how it’s going to look by using your front camera. The frames will appear as a filter.
Takeaways
With every brand having a digital presence, and customers being bombarded with messages from everyone, how do you stand out? Following the right customer engagement tactics could make or break your business. Your efforts must be directed towards making sure that your customers can recall you over other brands.
The best ways to do this are:
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- Keep upgrading your tech.
- Make decisions keeping in mind customer feedback and demand forecasting data.
- Use social media for conducting business.
- Use customer engagement tools, whichever is required.
- The brand must have a psychological impact.
Are you ready to take your business’s customer engagement to the next level? You don’t have to struggle with it alone. Trust the experts of Neuronimbus to take care of your needs. Since 2003, Neuronimbus has delivered 150+ digital solutions to 100+ clients globally. Among the many clients they have served, some of the most renowned ones include Ford, Mahindra, Revlon, Panasonic, KFC, PWC, etc.
Visit our website to know more today!
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FAQs About Customer Engagement Strategy
Q. What is a customer engagement strategy?
A. A customer engagement strategy is a plan implemented by a business to increase interaction and involvement with customers, aiming to build a deeper, more meaningful relationship that fosters brand loyalty and advocacy.
Q. Why is customer engagement important for businesses?
A. Customer engagement is crucial as it builds brand loyalty, improves customer satisfaction, increases repeat business, and turns customers into brand ambassadors, ultimately driving business growth.
Q. How can vision, mission, and values impact customer engagement?
A. Clearly defined vision, mission, and values help customers connect with a brand on an emotional level, fostering loyalty and trust, and aligning customer expectations with brand ethos.
Q. What role does omnichannel experience play in customer engagement?
A. An omnichannel experience provides customers with a seamless interaction across multiple channels, enhancing convenience and consistency, and catering to varied customer preferences.
Q. How does demand forecasting benefit customer engagement?
A. Demand forecasting helps businesses anticipate customer needs and preferences, enabling them to tailor their offerings and interactions, thus improving customer satisfaction and engagement.
Q. Why is feedback important in developing a customer engagement strategy?
A. Feedback provides valuable insights into customer preferences, pain points, and experiences, enabling businesses to refine their strategies and offerings to better meet customer needs.
Q. Can social media effectively enhance customer engagement?
A. Yes, social media is a powerful tool for customer engagement, offering platforms for direct interaction, content sharing, community building, and real-time feedback.
Q. How do customer engagement tools like AI chatbots and live chat contribute?
A. Tools like AI chatbots and live chat provide instant assistance and personalized interactions, improving customer experience and engagement through timely and efficient communication.
Q. What is the importance of personalized experiences in customer engagement?
A. Personalized experiences make customers feel valued and understood, increasing their satisfaction and likelihood to engage more deeply with the brand.
Q. How can businesses measure the success of their customer engagement strategies?
A. Businesses can measure success through metrics like engagement rates, customer satisfaction scores, repeat purchase rates, and the Net Promoter Score (NPS).
About Author
Shilpa Bhatla
AVP Delivery Head at Neuronimbus. Passionate About Streamlining Processes and Solving Complex Problems Through Technology.