Okay marketers; let’s talk about something we all strive and hope for: loyalty. We all want our customers to stay OUR customers for as long as possible. That’s why we do our best to create worthwhile products.
So, keeping with that trend, we have to do everything we can to fully engage our customers in the hopes of keeping them happy. Claire Holland wrote 6 tips on this very topic we wanted to share with you.
- “Personalize your message.” Personalization is absolutely paramount. Nobody wants to feel like they are being talked to by a robot. One size does not fit all, as Holland so aptly states in her article. People generally respond to personalized messages and not blanket statements. Just think about what you would want to see in your inbox. How many emails have you received with the dreaded “Dear Valued Customer?” Not many people respond well to those automated emails. So do yourself a favor and personalize, personalize, personalize.
- “Create buyer personas to achieve personalization.” You know the drill on this one. We’ve certainly talked about it enough times. Don’t just go with your intuition on what you think your customers might be like. Do research and ask your existing customers what it is they want. Most people are willing to help if they feel they get something out of it. Offer incentives like prizes or discounts for completing a quick~ keyword QUICK ~ survey.
- “Bundle targeted recommendations and ease of purchase.” We all know that the world we live in values convenience above all else. Um hello, that’s why Amazon does so well! You want to delight your customers and make their lives easier at the same time– added bonus if they end up buying more than they originally intended. Amazon’s One Click option did very well for them, so think about what your company might benefit from and optimize for it.
- “Cultivate an integrated ‘customer experience strategy.’” You should know by now that consumers use a variety of social platforms in their daily lives. These days, people are checking Facebook, going on Twitter, scanning Instagram, and perusing emails all in the span of ten minutes. Make sure you’re optimizing all of your content and such for each individual platform. Make sure you’re created an integrated system for your customers. This will keep them coming back to you because they know you care about their ease.
- “Use chat tools to get people talking.” This is very tailored to the field you work in, but we’ve found that this can be a great tool. Apps and chat tools have become more and more popular in customer service. People like being able to have their questions answered in real time. It creates better communication and takes away unnecessary lost time. Utilize this tool if you want your customers to stay happy with you. Happy customers lead to loyal customers– and that’s the goal here.
- “Make sure everyone in your business is on the same ‘customer engagement’ page.” This is VERY important! You have to make sure all of your team members are dedicated to ensuring customer happiness and engagement. If just one person isn’t treating your customers with respect, it could poison your reputation. Be proactive and make sure everyone is on the same page from the get go.
Okay, Marketers, we know this can be a lot to take in, but it is so vital for the longevity of your business. Take this information to heart and actually implement it into your strategies to see real results.
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