Customer engagement and conversions go hand-in-hand. However, building a loyal customer base can take time. With a strategic customer engagement plan, your brand can leverage each interaction with a lead as an opportunity to meet their wants, needs and expectations, which will increase customer conversion rates. Here at Loyalty Works, we can help to improve your customer engagement by creating and running bespoke loyalty and incentive schemes.

What is a customer engagement strategy?

A customer engagement strategy is a plan your business makes to capture the attention of your existing customers whilst making sure they have the best experience when interacting with your brand.

Three benefits of a customer engagement strategy

Implementing a customer engagement strategy will not only improve consumer relations but it will also be beneficial for businesses looking to increase conversions. Here are some benefits of customer engagement strategies:

Increases referrals

Whether a customer has a good or bad experience, more often than not, they share it with others, whether it's an online product review or sharing the experience with their peers face to face. When you excel a customer's expectations, they want others to have the same experience. Your customers will recommend your business to people they know, like friends, co-workers and family, without even being prompted to. Also, a decision-maker who loves your brand is more likely to be a lifelong, loyal customer.

Boosts revenue

Engaged customers are your company's bread and butter. But why? They're loyal to your brand, and they are more likely to purchase than an audience that is disengaged. It is also easier to upsell to customers who already believes in your product because they won't doubt your brand. Attracting and converting new customers is the nature of business; retargeting current customers on the other hand, requires fewer resources and has a shorter conversion time.

Better customer relationships

No one likes a pushy sales pitch. Customers who end up making a purchase after a call aren't likely to buy from you again anytime soon. Especially if they don't have a connection to your company. This makes you one of many options instead of their number one choice. When customers know your brand well and trust it, you will see a difference in their purchasing behaviour. After all, people are more likely to spend money on brands they trust.

Customer engagement strategies

Knowing your customer's journey

If you don't know who your customers are or how they interact with your brand, it will be harder for your business to see what needs improving. Knowing more about your customers is beneficial and will help your business massively. Mapping your customer's journey is a good start, doing this will enable your business to find all the touch points and challenges your customers may face, and it will help you find out more about their behaviour as well as identify the opportunities your business could have for engagement. After analysing your customer's behaviours, you can then start to create customer profiles.

Creating a customer loyalty program

Creating a customer loyalty program is one of the most effective ways to improve customer engagement. They are incentives to reward your loyal customers who engage with your brand regularly with points, gifts, special offers and more. Loyalty programmes bring your customers closer to your brand and make them feel important. Customer loyalty programs are overall a great engagement strategy that boosts brand loyalty as well as encourages repeat business.

Capture business analytics

Capturing analytics is the backbone of customer engagement strategies; you can gather business analytics in different ways. With customer feedback, you can answer all the questions your business may have about what they like and dislike.

If you're looking to increase conversions for your business and to have more customer engagement, at Loyalty Works, we can help you with our customer engagement strategies. Contact us, and we will be happy to answer your questions.