Increasing Customer Engagement: Five Tactics to Use

first_imgStop for a second and think about how nice it would be if you could boost your company’s profits by 95 percent. Or let’s be conservative and ask for a smaller number like 25 percent.The truth is that all it takes is a 5 percent increase in your customer retention rates, according to research by Frederick Reichheld of Bain & Company (who invented the Net Promoter Score, so he knows a thing or two about the relationship between customer experience and business growth).Nurturing existing customers is not as sexy as getting new ones, but it is far easier and more important for a business than fishing for new buyers.At the heart of this nurturing is customer engagement. Think Apple fanboys during the Steve Jobs era, or the cult following of Zappos. When customers identify with a brand and engage with it, good things happen for that brand.So if you want profit increases like Reichheld predicts, here are five tactics you can use for increasing your customer engagement. JT Ripton Related Posts Tactic #2: Nurture Customers Instead of Selling ThemWe’ve reached a saturation point as a society when it comes to marketing and sales. People are fed up, and they see right through sales-driven customer engagement. It just doesn’t fly any longer.Thankfully, there’s another way: Make your company a friend, not a transaction.As Gary Vaynerchuk hammered home in his classic book with the funky title, Jab, Jab, Jab, Right Hook, you don’t make and keep customers by just selling to them every second. Instead, you build loyal customers by offering value again and again. Only every once in awhile do you slip in a sales pitch.So don’t make your social channels all about pushing your brand (or even with your email campaigns). Offer up interesting or useful information instead, nurturing your customer until they are loyal and trusting. You’ll get the next sale from them. You just have to have patience and faith enough to not over-sell. Tactic #3: Implement Live ChatI know what you’re thinking: Live chat? Really? Slack I can see, but live chat is just icky.You’re not alone in having that first response. But look again, because companies like LiveAgent have overhauled it to rock for customer engagement.“Live chat is one of the quickest methods of customer service, but it used to be horrible,” marketing guru Neil Patel noted in his paean to the need for live chat functionality on your company’s site. “That’s not the case anymore. In fact, it’s become the exact opposite.”That’s because customers don’t like to wait, and modern live chat properly implemented is an extraordinarily simple way to enable customers to interact immediately with a brand when they have a question, comment, or need some help. AI is Not the Holy Grail of Sales, at Least Not… Tactic #4: Make Customer Stories Easy to TellSocial proof is a powerful force in marketing. It also builds great customer engagement, because customers are fans for live when you feature their comments on your site. By including their testimonial or story, you help them identify with your brand because they’re now a part of the brand’s story.So make it easy for these customers who want to share their tale.One easy way to build engagement with your customers through the stories they tell is by having a page on your site where customers can easily submit their stories and thoughts on your brand. Don’t hide this submission page, either—promote it in every marketing communication and receipt.Another good way to encourage stories about your brand from customers is to ask for it on your company’s Facebook page. Just ask. It is that simple. JT is a business consultant and freelance contributor for sites like Business Insider, Entrepreneur, The Guardian, Tech Radar, and ReadWrite. The Dos and Don’ts of Brand Awareness Videos Tactic #5: Run Collaboration ContestsFinally, a good way to increase customer engagement is to build collaborative contests between your brand and the customer—then reward those customers who enter the contest with something like a coupon or special offer, encouraging further purchases subtlety while rewarding customers for engaging at the same time.A good example of this was the Domino’s Pizza Mogul campaign.The pizza company offered customers the opportunity to make their own pizza offerings and then share and sell their recipes on social media, paying customers between $0.25 and $4.50 every time someone bought one. More than 204,700 customers engaged with the campaign, according to Domino’s, earning themselves roughly $965,925.That is a lot of customer engagement!So the next time you sit down to plan your sales and marketing strategy, stop to give your existing customers some love. Encouraging customer engagement doesn’t sound as impressive as nabbing a host of new customers, but it sure is good business. Tactic #1: Create a Slack Channel for Your CommunityIf you run a business based in Silicon Valley or have even a single Millennial employee, you probably use Slack today. The communications software has become almost as important as email for many companies when it comes to collaboration and communications.But Slack isn’t just for your internal team. It also can be a useful tool for creating community and engaging with customers.Businesses like social media posting tool, Buffer, have found great success by creating a lively forum for their customers through a public Slack channel, and other businesses such as Crispy Mountain are doing the same. Trends Driving the Loyalty Marketing Industry What Nobody Teaches You About Getting Your Star…last_img read more

Creamline upends Perlas for fourth win

first_imgPagasa: Storm intensifies as it nears PAR Cayetano dares Lacson, Drilon to take lie-detector test: Wala akong kinita sa SEA Games Sports Related Videospowered by AdSparcRead Next Sablan on Bonleon’s tirades: Truth will come out Every 18 seconds someone is diagnosed with HIV Palace: Duterte to hear out security execs on alleged China control of NGCP BSP survey: PH banks see bright horizon amid dark global recession clouds BREAKING: Cop killed, 11 hurt in Misamis Oriental grenade blast Creamline has struggled mightily this season despite the heroics of Alyssa Valdez who led the Cool Smashers with 20 points. Valdez and company never managed to string sizeable victories to put them in contention for a top-two spot. FEATURED STORIESSPORTSSEA Games: Biñan football stadium stands out in preparedness, completionSPORTSMalditas save PH from shutoutSPORTSPrivate companies step in to help SEA Games hostingImports Kuttika Kaewpin and Laura Schaudt had 17 and 16 points, respectively to help Creamline bRupia Inck had 20 points to lead Perlas while Amy Ahomiro added 11. BREAKING: Cop killed, 11 hurt in Misamis Oriental grenade blast Lacson: SEA Games fund put in foundation like ‘Napoles case’ Panelo suggests discounted SEA Games tickets for students PLAY LIST 01:35Panelo suggests discounted SEA Games tickets for students02:49Robredo: True leaders perform well despite having ‘uninspiring’ boss02:42PH underwater hockey team aims to make waves in SEA Games01:44Philippines marks anniversary of massacre with calls for justice01:19Fire erupts in Barangay Tatalon in Quezon City01:07Trump talks impeachment while meeting NCAA athletes LATEST STORIES Photo by Tristan Tamayo/INQUIRER.netCreamline earned its fourth win in the Premier Volleyball League after taking down Perlas in four sets 25-19, 25-20, 23-25, 25-14, Thursday at Filoil Flying V Centre. The Cool Smashers improved to a 4-6 card but are still the second-worst team in the six-team league while the Spikers slipped to 5-5. ADVERTISEMENT MOST READ Don’t miss out on the latest news and information. View commentslast_img read more