Customer engagement is the best way to connect with your customers and add a personal touch to your business. Online communication is a great way to start.
We all remember a terrible experience with a brand. Yet we also remember the brands that always have what we need. They treat us like long-lost friends, not just customers.
So it's unsurprising 86 percent of customers will pay more for a great experience.
Customer engagement isn't an optional part of your strategy. It should be central to everything that you do in your marketing.
Wondering about the importance of customer engagement in online marketing? Read on to learn more.
1. Build Word-Of-Mouth Through Customer Interactions
We live in a world in which many people no longer trust the mass media. 47 percent of people use ad-blockers in their internet browsers.
If people won't pay attention to advertising, how can you spread awareness of your brand?
When you provide consistently excellent customer engagement, something awesome happens. Those customers tell their friends, their colleagues, and their family about you.
They become advocates within their network because you engage with them. You provide a positive experience and they want to recommend that to others.
You can't buy those recommendations like you can buy ad space. Yet they're worth their weight in gold.
If you're not sure why word-of-mouth matters, ask yourself this. Why else do we have so many review sites?
2. Differentiate Yourself From Your Competition
For consumers, the internet is a marvelous thing. It's given greater access to more brands. That means more choice for the customer.
Yet that means greater competition between brands. Few products and services have a genuinely unique selling proposition.
So, one way to stand out among your competitors is through customer engagement. By putting their experience first, you stand out from a crowd of other brands who don't do so themselves.
3. Customer Engagement Builds Loyalty
Sure, you could create a loyalty scheme. Let customers build up points whenever they shop.
Or you can build loyalty more organically by putting a focus on customer engagement online. This organic growth helps customers to feel valued and even respected.
Which means they'll come back to you time and again for products and services.
4. Advertising Always Meant to Engage
The beauty of good sales copy is that it feels like it's addressing you personally. That was true in the 1950s, with the rise of the advertising greats like David Ogilvy.
It's also true now. Copywriters still focus on providing copy that speaks directly to customers.
Yet it shouldn't stop with outbound sales messages. Focus on engaging the customer at every touchpoint. Engage with them without selling from time to time.
5. Get Great Ideas From Customers
Customer engagement isn't a one-way street. Use online customer engagement to listen to your customers.
What features are they asking for? Which products do they want you to bring back?
Which services can't they find anywhere? How can you meet these needs that they tell you about?
If you follow through on a customer 'ask', you show customers that you really listen to them. You also give them what they ask for. That's more powerful than telling them what you think they need.
How Do You Manage Your Customer Engagement?
Now you know why customer engagement is so important. It can be the element that separates you from your competitors.
It's also a tactic that helps you to build loyalty and valuable word-of-mouth recommendations.
Keen to add customer engagement to your marketing strategy? Contact us today to find out how we can help you supercharge your engagement.