As a small business owner, it’s important to be aware that customer service is one of the most powerful tools you have at your disposal. While your bigger rivals might have unlimited budgets and a tight grip on a huge market, they don’t have the opportunity to offer the personal, customer-focused service in the same way as you. And in this day and age, part of the service you offer has to be about customer engagement.
The modern consumer is incredibly powerful and has more choice available to them than at any other point in history. And if you want to increase the likelihood of those customers choosing your business – and staying with you for the ride – then you need to start engaging with your audience in a way that you haven’t before.
With this in mind, I’ve put together a few simple strategies that small business owners can use to improve their customer engagement rates.
5 Strategies for Customer Engagement
In an ever-changing consumer landscape, it’s vital to provide clients and customers personalized services, and these tactics should help you take a step in the right direction.
1. Develop a Personality
People like communicating with other people – not robots, faceless corporate entities, or emotionless, dry websites. So make sure you are developing a personality for your brand and business if you want to start hearing more from your customers and improve your engagement rates. Work out who you are, and how you want to present your business to the public. Start creating copy that sings your message rather than bluntly states it. The more human your business appears, the more people your business will attract and engage – it’s as simple as that.
2. Start Using Social Media Correctly
The vast majority of businesses use social media as a platform to connect with and grow their customer bases. And, while it can be a useful tool for building an audience, the truth is that social media offers a lot more than this alone. If you start listening to what your audience is saying, you will find that you can use that information to provide them with more of what they need.
What are your customers asking about your business, products, or services?
What problems are they facing?
Which other business pages do they like, and what are the common threads that link you with them? Once you understand who your audience is and what they are about, you will be able to cater more for your customers and start offering them topics, solutions, and ideas that they engage with.
3. Create Incredible Content
Take a good look at your business blog and ask yourself a serious question.
Is this really content that you would ever want to read?
Many companies fall into the trap of reproducing the same old articles about the same old subjects – ones that have been covered a million times before elsewhere. If you want to engage your audience, you need to start doing a lot better in this arena. Be bold and different, and challenge the norms in your industry. Create content for different platforms – not just blog posts, but video, podcasts, and infographics, too.
4. Build a Mobile App
Mobile apps are becoming an essential part of the landscape for almost every industry. And it’s easy to see why – nearly 90 percent of people who use smartphones are using an app every time they pick it up. It makes sense, then, to look into the prospect of working with a mobile application developer and come up with an idea for your company.
With a well-thought out app, customers could be interacting with your products every single day, wherever they are in the world. You can track data in-app, too, meaning it’s possible to use the information you glean to provide your customers with tailored offers and deals.
5. Deliver Every Time
It’s important to understand that happy customers are your lifeblood. And the more you obsess over them, the better. Not only will an over satisfied customer come back to your business for more, but they will also shout about to other people. So, have a good think about how you can improve your customer service and make sure that you are delivering in the best way possible every single time.
Is your ordering process seamless?
Do your delivery companies get the products to the customer fast enough?
Are there enough trained employees to deal with customer concerns and complaints, and are you able to react fast enough?
Don’t just try to satisfy every customer; delight them. If you can surprise people, you tend to get a reaction – and that will often lead to a client who is ready to engage more with your business.