At its core, a customer engagement strategy is decidedly simple: Give your customers a great experience, and they’ll keep coming back for more. (And tell all their friends about you, too.)
Of course, executing that strategy is not as simple as it sounds.
According to PwC, 32% of all customers would stop doing business with a brand they loved after one bad experience. With today’s uncertain economy, one thing is certain: Now’s the time to double down on keeping customers happy.
To help you do just that, here are some top do’s and don’ts for creating an effective customer engagement strategy.
READ MORE: 10 Stats to Show the Importance of Rewarding Customer Loyalty Now
It’s estimated there are 4.89 billion total social media users worldwide. Whether your customers find you on Instagram, Facebook, LinkedIn, YouTube, or TikTok, it’s critical to monitor the comments on all of your posts. Keep conversations flowing by thanking customers for their input, no matter how small. Following up on their feedback is a key customer engagement strategy that shows you value their business. After all, engaged customers are repeat customers.
At the same time, it’s important to know that 47% of customers with complaints use social media to let you know, according to HubSpot. It’s worth budgeting time and staff resources to make it right and turn it into an opportunity to delight them — especially because customers who do this typically expect an immediate resolution to their complaint.
Word-of-mouth marketing may be the oldest customer engagement strategy out there, but it’s effective for a reason. Buyers are more likely to trust a product or service if it’s recommended to them by a friend. Include a form for submitting referrals on your website, and use incentives to encourage your current customers to make them. The type of incentive you chose should always match the level of effort. In this case, customers may feel reluctant to give your business a friend or associate’s name. Be upfront with what’s involved and reward both customers — the one who made the referral and the one who was referred.
From setting up a community forum to sending happy birthday emails, your customer engagement strategy needs to be as varied as your customers. The good news is that today’s buyers are looking for ways to engage with your product or service across all channels. Taking an omnichannel approach to communication, whether it’s outreach, resolution, or promotion, will ensure you are continuously fostering relationships with your customers. Remaining consistent in voice and tone across channels will ensure that they recognize your brand and increase engagement.
Creating a customer loyalty program with rewards is a powerful way to make your customers feel that they matter. Plus, if you’re not rewarding them on a regular basis, you can be sure your competitor is. Don’t believe us? Google that business’s name and the words “loyalty program” and see for yourself.
In any marketing tactic, a personal touch never goes out of style. When delivering rewards to your customers, always be sure to include a personal note, clearly explaining the reason for the reward. For example, your reward emails should address them by name and clearly state what they did to earn the reward and how far away they are from earning the next one. A points-based reward program is an ideal format for building excitement and maintaining engagement.
Looking for more tips on incorporating rewards into your customer engagement strategy? Download our e-book on 5 Steps to a Successful Marketing Rewards Campaign!
BHN Rewards puts the power of digital rewards to work for marketers, researchers, and HR managers. Don't forget to check out all the great content in our Resources section!
BHN Rewards puts the power of digital rewards to work for marketers, researchers, and HR managers. Don't forget to check out all the great content in our Resources section!
