9 smart customer engagement strategies for entrepreneurs

Tried and tested customer engagement strategies

The second week of November (November 8 to 14, 2021) is celebrated as Global Entrepreneurship Week—the world’s largest entrepreneurship festival designed to connect entrepreneurs around the world with the resources they need.

Starting a business is one of the most rewarding things you can do, but in the current competitive climate, customers are essentially powerful enough to decide the fate of your business.

As an entrepreneur, customers are the lifeblood of your business. Simply offering the best products or services will not help you attract and retain them anymore. What truly gives you an edge is constantly capturing the attention of existing and prospective customers and making sure they have the best experience with your brand.

Tried and tested customer engagement strategies

Customer engagement is a measure of the level of enthusiasm your business generates among its customers. Your customer engagement strategy can make or break your business. The correlation is simple—if it has a positive impact on your customers, you gain more business as happy customers tend to be brand ambassadors.

Customer engagement is not a one-and-done thing—it’s a process. There’s also no one-size-fits-all approach. What works for one business need not work for others. Your best bet is to know your audience, come up with your own masterplan incorporating the below tried-and-tested customer engagement strategies and then constantly testing its efficacy.

Know your customers 

Developing a customer engagement strategy without knowing who you’re trying to reach and what they truly need is like shooting in the dark. 

Analyzing customer behavior helps you construct customer profiles using metrics that matter to you—location, job role, industry, website footprint, interaction history, and more—with which you can specifically engage each persona in a way that drives results.

Optimize your website experience 

Your website is the face of your business and the centerpiece of your customers’ experience with your brand.

The best way to ensure your website gives your customers what they need is by stepping into their shoes and going through the buying journey yourself. Here’s a checklist to help you get started.

Make it easy for customers to reach you 

Giving prospects and customers the assurance they’re looking for—often during a critical stage in the purchase cycle—makes all the difference. With live chat on your website, your customers can reach out anytime they have a question and get answers right away.

Identify and act on customer triggers 

An engaged customer is more likely to make a purchase, so don’t wait for them to come to you. Identify your most important prospects and set up personalized chat triggers so you can nudge them to the right direction at the right touchpoints.

Offer personalized services 

Customers love services and products that are tailored to their needs. It could be as simple as showing them a location-based advertisement or something more complex like speeding up the checkout process using saved payment information and preferences. 

That said, it’s essential to find the right balance between personalization and straight out raising privacy red flags.

Scale your customer engagement with chatbots 

Improve your customer engagement strategy by being reachable around the clock.

Yes, we know what you’re thinking, but you don’t have to hire additional staff to cover multiple shifts. Just implement a chatbot that gives your customers the answers they need while you’re away. With Zoho SalesIQ’s codeless bot interface, all you need to do is build a conversation flow and add your bot responses.

You can also go one step further and set up an AI-powered bot that understands your customers’ questions regardless of the terms used, responds using your knowledge base, and even engages in small talk.

Offer conversational service 

Customers no longer want their issues to be treated as support tickets or their purchase queries as just a stage in your sales funnel.

Shift your focus to conversations to build long-term customer relationships. Turn your usual “How can I help you” into “I see you’ve been having this issue with our product/service, let me help.”

But how do you do this? The answer is interaction history across channels. No matter what channels your customer has used to reach out to you, you can manage all your conversations from a single platform.

Fine-tune your strategy with analytics   

Now that you have a customer engagement plan in place, how do you know what’s working for you and what isn’t? Which pages of your website result in the most inquiries? How your team is interacting with customers?

Only by unearthing meaningful insights from your customer engagement data can you answer these questions and adjust your engagement strategy.

Of course, for this to work, you’ll need to measure the right KPIs. Check out this customer engagement metrics list before you get started.

Take care of your team 

Customer-facing staff play a massive role in the success of your customer engagement. However, this aspect is often overlooked when businesses draft their customer engagement plan.

Equip your team with the right technology and training, motivate them with rewards, and pay attention to their grievances. Only when your team is taken care of can you deliver the best possible customer experience and engage customers for life.

Summing up 

There’s no one recipe for successful customer engagement. You may come across setbacks when you’re starting out. You may not have in-depth metrics to start with or associated teams may not be fully aligned. As you stay on the track, everything will start falling into place.

We hope our list of consumer engagement strategies can inspire you and help get you off to a great start.

Is there a customer engagement strategy you vouch for? Let us know in the comments below. 

 

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