Customer engagement. Find out all about it and improve your company
Have you ever heard of the term “customer engagement”? Do you know what this means?
According to Wikipedia, customer engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence. This connection can be a reaction, interaction, effect or overall customer experience, which takes place online and offline.
In this article, we are going to see exactly what customer engagement is and some ideas to increase the value of your company. Let’s go!
What does Customer Engagement mean?
As we mentioned before, customer engagement is that business communication connection between the client and the company but customer engagement might have a double meaning. In this article, we will focus on one of them: the engagement of the client with the company, which is called customer engagement.
As you can imagine, this is an important term when it comes to customer loyalty. The greater the client’s relationship with the brand, the longer the client will stay in your company. But how can we improve this?
How can we improve Customer Engagement?
Every client is different and every one of them has different tastes, there are several ideas that will work for your clients, and will help you have great customer engagement. Let’s have a look at some of them.
Offer good quality products and services
It is the basis for every business. Do you sell bad quality shoes? Then you are getting it all wrong … In order to have a great customer engagement; you MUST provide good quality products, that is the first rule. You need to bear that in mind in order for your business to thrive.
Build up your business image
This might be a great way to reach the emotional side of the client. Some companies have become “lovemarks” over time. Think about the values you want for your brand and how you will portray these. Do you want people to think of your company as a family brand? Is your company a business that respects the environment? Is your brand related to a certain lifestyle? Determine your principles, be consistent with these, and don’t forget to convey these, this way you will take the first steps to turn your brand into a “lovemark” and you will improve customer engagement.
Have a customized relationship with your customers
This is a classic one. Have you ever received a Christmas card from the shop where you bought your latest glasses or a calendar from your local fishmonger’s?
These things are good since any self-respecting kitchen needs a fishmonger’s calendar, but you can be a bit more creative. In addition to this, if you think about slightly different options, these will be quite surprising. For example, a good one would be to find a promotional gift in your mailbox or in your email on your birthday. It’s just an idea; we are pretty sure that you will come up with better ones.
Use the Internet
Internet is such a powerful tool. Internet is a great tool to advertise your brand, to sell your products, and also to increase customer engagement.
Nowadays, many brands use blogs or social networks to increase customer engagement. If you provide quality content or if you get in touch with clients, this will be a great way to generate an appreciation and will let them know that you take their opinions quite seriously. We know that this will require an effort from you, but you should already know that all good things in life require an effort.
Provide excellent customer service
This is an increasingly relevant issue. In times of digital transformation, the customer means everything. The client has always been the most important part of the company, but now with social media and smartphones, they are able to share good and bad experiences in blogs, social networks, product evaluation websites, etc.) , this way the clients are now more powerful than ever.
Is this something negative? Not really! This is just one more possibility for you to differ yourself from your competitors and to increase the loyalty of your customers towards your brand.
After closing a sale, customer service is the perfect moment for you to improve customer engagement between your client and the company. This way you will keep customers longer.
Indeed, customer service usually has an important emotional component; the clients want to see their problems resolved with kindness, speed and efficiency. If this is offered, a pleasant feeling of satisfaction will invade them. However, if their needs are not met, emotions such as frustration, impatience or anger will come into play.
And remember that emotions are very important when establishing customer engagement…
Lucky for us, we live in the 21st century and it is no longer necessary to write down incidents in a dirty and damaged paper. Today there are technological tools that will help you in this difficult task of customer service.
Let’s us show you what we mean by technological tools. We are talking about Integria IMS.
Integria IMS is software that has, among other features, an incident management system (help desk software) based on tickets, which is very useful when managing customer service.
Do you want to find out what Integria IMS can do for you? Keep in mind that, in addition to your help desk tool, you have other features, such as an inventory or a project manager. Click here: https://integriaims.com/en/
Or you can also ask us any question you might have about Integria IMS. This is quite easy to do, you just have to use the contact form that can be found at the following address: https://integriaims.com/en/company/contact/
Don’t forget to leave a comment in the comment section down below, let us know your thoughts on how you could improve customer engagement in your company in order to have a successful business.
You can also ask us any question in the comment section, this way our readers will be able to see the question and the answer and we are pretty sure that this will be quite helpful for them. Thank you very much!!!!
And don’t forget that…
The Integria IMS team will be happy to help you!
Alberto is one of the translators of Integria IMS. He is also a singer-songwriter and he also can play the guitar and the piano.