Tag Archives: Customer Engagement

Fans Wanted

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Businesses get more revenue when they have fans… or what is commonly known as loyal customers.

Loyal customers are the most important assets of a company. They are the most passionate advocates and promoters of your brand. Ask them why they are your fans and they’ll likely answer: (1) they like your products; (2) they feel at home with you; (3) your store is the nearest and most convenient place where they can get what they need; or (4) they can rely on you to provide them what they require. All four reasons are good selling points, which your company can take pride in and continue to improve upon. They all speak about your commitment to quality results and good customer service that you need to keep standing for.

You already have the recipe for success when you get at least three to five satisfied customers who refer your business to other people. The hardest part is how to maintain that reputation and continue providing the experiences those delighted customers found in your store. It can be quite easy to get sidetracked due to concerns of day-to-day operations, crises looming on the financial front, and those pinches competitors caused on your sales.

Focus is instead turned to generating more sales and maintaining profit. This is quite necessary and understandable on the whole, but is it all right to concentrate only on those and neglect customer service? Many business experts would disagree. They would say you’ll also need to pay attention to customer relations, as your customers are your best bet against that frightening scenario—bankruptcy.

Just like in the comic strip above, customer and service do go together. You cannot maintain a customer without providing fine service, and if there are no customers, there’s no profit. This makes it important to be dedicated to your customers at all times, good or bad. Once you’ve proven your dependability, customers will keep coming back. The good thing about this state of affairs is they’ll bring other people with them who might become your next customers.

What is good customer service? How you gain or lose customers?

Personable service is defined by the following activities or qualities:

  • Getting to know your customers’ preferences and pet peeves
  • Anticipating their needs before they tell you
  • Asking customers about further inquiries or complaints
  • Doing your best to exceed their expectations
  • Focusing on providing quality products and services
  • Being on time to give what your customers need
  • Providing warranties and solving grievances

Disregarding any of the traits listed above earns you minus points on fine customer service. The list may be tough, especially on the first days. But when you make it your goal, these actions will become routine. Once you become well-known for good customer service, people will flock to you and become your customers. Your client base will surely widen and your business a success in the long run.

 

Reference:

MentorsOnline.Wordpress.com

Calling All Campaigners

How to Encourage Engagement on Your Social Networking Pages

Likes and Follows are easier to get than actual customer engagement. That’s because more people follow their favorite store on the web for special offers. Actual communication and brand loyalty only occur if customers see dedication to provide the highest quality service companies can offer.

Discounts are quite useful in making your followers scramble to visit your page. This can have an adverse effect, however, because there are some people who just want to get the price markdowns. They want to get the deal before it expires or runs out. They’re more concerned that they’ll be saving more than getting the actual product. Turn this situation around with video testimonials from customers who want the discount because they really want the product you’re offering. This will convince other followers of your product’s worth because videos are more convincing than written testimonials with names.

Enticing customer engagement on your social media page content can be a bit difficult. Persuade them to view your posts and share what’s on your page. A well-written article without a catchy title won’t be read as much as an article with an attention-grabbing heading. Compose titles that evoke laughter, curiosity or shock. This almost always guarantees that your content will be read to find out what’s so special about the topic.

Conduct a regular “Customer Appreciation Day.” Celebrate the establishment of your store or company milestone with a social gathering with customers who want to join in the fun. Post the pictures of your social activities on your social media page. Show the staff mingling with customers. This makes other followers who were not able to join to be excited about the next party. This markets your business well and demonstrates that you’re a sociable entrepreneur who cares for customers.

You can also show customer appreciation with a week-long sale, for example. Why not offer a 15-25% discount for all items? Sandwich highly sought-after items between clearance items. This will not only promote your new products but also help you cart off the languishing items on your inventory.

Helping your customers resolve their concerns about your merchandise is another way you can show how much you appreciate them. Assist them in sorting out their problems from product mismatch to replacement. Can’t appease the customer? Give them a refund with your sincere apologies. This will go a long way in appeasing their irritation and make them remember you in a more pleasing light.

Allow your followers to post their questions on your page. Handle each one in a careful and diplomatic manner because each post can be viewed by other followers. Once you’re able to solve the problem, they will see how good and helpful you are.

Make it a commitment to engage your followers on your social media page. This will cultivate closer relationships with your customers and open the doors for new followers. Start being engaging today.

 

Reference:

SocialMediaToday.com

Who Do We Listen to—Peers or Influencers?

“Awareness is fine, but advocacy will take your business to the next level.”
– Joe Tripodi, Chief Marketing Officer of Coca-Cola

When it comes to recommendations, who do you believe more? The personality with thousands of Twitter followers, the review you read the other day, or your neighbors who tried the same product you’re interested in buying? Chances are, you’ll listen to your neighbors because you know them personally and encounter them almost every day. According to Crowdtap’s study on peer influence, “it’s our close network of peers not those with a high influence ‘score’ who we turn to for recommendations for making most common purchasing decisions.” (sic)

Does this mean influencers don’t have that much persuasive power anymore?

Influencers still have clout, especially on fans. People who idolize famous personalities are intrigued with their celebrity endorsements from garments and accessories to food and causes. Those who are rather indifferent form their own opinion and don’t necessarily pick up what celebrities promote. They prefer to ask for reviews from people they know, such as family, friends and acquaintances.

In fact, 92% rely on advice from people they’re familiar with. There’s even a large difference between personal recommendations and online reviews, which stand at 70%. This is because some reviews can be falsified, or solicited by other businesses that want to blackball another company. In addition, product suggestions from people we know are far more persuasive, as they have used the merchandise firsthand.

This makes word of mouth much more effective than an influencer’s promotional posts. Customers who have been satisfied with a product or service become positive supporters of your business.

They spread the good word about your merchandise until their friends tell the same thing to their own acquaintances. This acts like a ‘virus,’ which would make many people find out how good your product is, according to so and so. Consumers looking for high-quality products will now know where to look and come to your store, generating leads for your business. Once you positively interact with the new customers and cultivate a relationship with them, they’ll tell more people about your business. This cycle will continue on and on.

Giving product advice on social media is also indicated as more effective than suggestions given on conversations or phone calls. This is because it is easier to remember recommendations when you see it posted on your account. We think about many things every day and there are some instances when we forget what we talked about with a friend the day before. This explains why online recommendations from our loved ones work more.

Reading about a product online can persuade us to check out more details. It can whet our curiosity, but this does not necessarily push us to buy. We usually look up more articles before we make a decision. If we’re persuaded with enough good reviews, then that’s the time we go to the store and buy the merchandise. This is the same situation we encounter when we see advertisements. We search for more articles or ask for advice from friends on whether we should spend money on that product.

Hearing someone advocate a product, though, will not necessarily drive us to go to the nearest store where we can find it. We may become interested, but we generally ignore the promotion. Fans, more or less, are the ones who believe the endorsement first. This is because we trust the people we know more than those we see online.

 

Reference:

Mashable.com

Word-of-Mouth Picture: UBC Blogs