In our on-demand world, customers expect their favorite brands to anticipate their needs. We see this all the time in the fashion and furniture industries. And buyers will pay more for it because it makes shopping more convenient. This means that retailers need to give the best customer experience every time or else lose market share to the competition.
For retailers, a great customer experience is determined by customer engagement before, during, and after the sale. Any problems or gaps in service may lead to lower customer satisfaction and retention. These gaps in the customer’s experience can be filled with proven customer engagement strategies that quickly move them through the sales process and build customer retention.
Customer engagement strategies are simply marketing activities that encourage more interaction between you and your customers. The goals of these strategies are to build perceived value. And it’s that value that keeps them coming back to your store. The following 6 customer engagement strategies can build a more complete experience for everyone that shops with you.
Your customers could go to the competition, but they don’t and you need to know what differentiates you from others. Is it your location? Selection of products? Or customer service? In-person, email, and online surveys will help you understand your customer needs and how to fulfill them. Plus, they will feel more engaged when they provide feedback.
2. Online Reviews
You should always encourage participation in online reviews for your store. You can even offer small incentives for their time and energy. The best part of online reviews is that they act just like a personal recommendation, and that’s the best type of advertising there is.
3. Loyalty Programs
Depending upon which retail segment you are in, acquiring a new customer is 5 to 25 times more expensive than retaining one. Rewards and referral programs incentivize your customers to shop more at your store, and customer retention is the key to beating your competition.
Discover how SmartConnect encourages loyalty and increases profits.
With Facebook Live, Instagram video, and Pinterest, you can take your in-store events online to reach a bigger audience and increase engagement. The goal is to give your customers a new way to participate, even if they can’t come into your store. This will also increase your social media presence, which is a great way to earn more recommendations.
5. Train Your Employees
Your employees are the first people your customers interact with whenever they come into the store. Take a look at their customer service and see what’s working well and what isn’t. They may need more training on how to engage better with customers. Often, this requires them to learn how to speak less like a salesperson and more like a consultant. This may also require some work on their soft skills or their in-person engagement.
With advancements in technology, you can offer product personalization for your customers. This allows them to put their names, anniversary dates, or personal messages on products. These types of services and marketing show how you can and will go the extra mile to make sure that your customers are happy. Don’t forget about personalized “Thank You!” cards and every email they see should also be personalized, keeping you both on a first name basis.
Your Brand’s Personality
Knowing what your brand’s personality is can help you sound more authentic to your customers, and authenticity builds stronger connections. Try to stay away from the dull and ordinary and set yourself apart from the competition. For example, athletic wear challenges people to do more and be fit. Companies like Under Armor show this and speak to it with everything they sell. So let your brand’s personality shine to become more engaged with your customers.
The latest articles sent to your inbox.
Subscribe to our blog to receive weekly business tips, advice, and helpful resources via email.