Every business owner wants their customers to be happy and loyal.
However, in today’s digitally connected society, word spreads faster than ever. If customers aren’t happy, they may let their entire social media network know.
Customers want to reach out to you the same way they would their friends and family. Therefore, it is important to ensure that your business is available on the channels they prefer.
Digital customer engagement strategies can improve customer service and increase your bottom line.
What is digital engagement?
All the interactions a customer has with your business through technology and how you interact. It’s the total number of digital interactions your customer has with you, your brand and your website, including email, social networking, and your website. These interactions can help or hurt your customer relationships.
Why is customer engagement digital important?
It’s hard to build customer loyalty but easy to lose. Nearly half of customers would switch to another company after one bad experience.
According to the 2020 Customer Experience Trends report, this number rises to 80% if there are more bad experiences.
No longer can a business adopt a single-size-fits-all approach to customer service.
Customer expectations for your company are high.
Customers expect to be treated as individuals by companies, which means they expect them to understand their purchase history and preferences. Companies must use customer interactions across platforms to turn this data into actionable insights.
This is how companies can grow their success. If it improves customer experience, customers expect companies to keep track.
Better digital customer engagement can result in more customer data, better customer experiences, and higher profits.
Digital engagement strategies
Digital customer engagement done by a digital event platform is not something that can be done in a vacuum. It requires a plan.
These are the three most important things to keep in mind:
- Your business goals
First, determine your business goals. Your goal, like any other plan, should be based on data and achievable.
Crestodina asks, “How do you know if you have achieved your goal?” “Every plan must have numbers.”
Let’s take, for example, a product launch by your company. You look at the analytics to find low awareness among your customers. You want to reach 200 demos via digital channels.
This is a great goal to aim for. Now, what should you do to achieve it?
After setting your goals, you can review your digital channels to determine the best way to reach them.
- Digital channels
Every digital channel requires a customized strategy. They are levers that can serve different purposes. Crestodina says that the channel is what determines your content’s promotional strength.
These are just a few examples.
- Webinars
Webinars can be viewed online and are live events. This interactive format allows you to answer customer questions via video and audio.
- Paid search
Paid search allows advertisers to display ads on search engines such as Google’s search engine results pages (SERP).
Search is a pay-per-click model. It’s a great way to increase traffic and brand awareness.
- Marketing via social media
Social media can help build brand loyalty and strengthen customer relationships. Post-eye-catching content that reflects your brand’s values and listens to your customers.
- Live chat and messaging.
Chat and messaging allow customers to make a connection through live chat. Chat allows customer service agents to help more customers in a shorter time. This makes them happier customers.
Chat is 3x more likely to get a customer to buy, making it a profitable option.
- Customer engagement platform
It is one thing to use all your digital channels, but it is another to keep track of all your customer information.
A great customer experience starts with knowing your customers and how they interact with you. This includes what they like to be contacted, their preferred contact method, what products they have purchased, and many other details.
Customer relationship management (CRM), which can pull all this data together and give you valuable insights that will help you manage your company, is a great solution.
It allows your team to see all information about customers in one place. This includes every step of the customer journey.
This allows you to provide a personalized experience for each customer.
What drives digital engagement?
Loyalty is built on good customer experiences. Bad ones can cause it to erode.
Competition is heating up, and economic uncertainty is a constant wildcard. One thing is certain: customer loyalty can drive your business’ success.
Loyal customers will do business with your company while referring others to you. And when things get tough, they’ll give the benefit of their doubts.
