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Why Is Engagement Important?
We have talked about how to answer and engage your customers. But do you know why it’s so important? Your goal is to make sales and create revenue. There are benefits to having your customers engage with your business.
You have a better understanding of what customers want.
When customers contact your company, be it verbally on the phone, in person, or written, it lets you know more about your customers. They are going to tell you what they liked or didn’t like. It could be your product, their customer service experience, billing, shipping, or any number of things. By listening to what they are saying and communicating with them, you can get a better idea of what you are doing well and what could use some work.
Word of mouth is an age-old and very powerful marketing tool. When you can get your customers talking about you, then they are doing your advertising for you without you spending a dime of your marketing budget. This can be accomplished just by engaging with your customers and having a conversation with them. They feel important and heard and that is something that they will brag to their friends about. Take time to learn your repeat customers. They will enjoy the fact you cared enough to even just remember their name.
Boost Brand Loyalty.
Customer engagement gives you an opportunity to create a long-term customer. How you handle them and any issues that may come up will be a big determining factor on how loyal they will be. Customers that are brand loyal are more likely to be a multiple return customer. Remember, every employee you have is responsible for creating an amazing customer experience. If every employee is friendly and courteous but one becomes rude, then customers will always remember that one rough employee. Make sure your staff is properly trained in how to handle hard customers.
In all honesty, customer engagement is a two-way street of information. You learn about them and they learn about you. You want to make sure that they learn you are a professional yet friendly company that they can trust. Once you earn a customer’s trust, you have a bigger possibility of having that customer with you for a long time. Come back next week when we talk about when you should sell and when to let them think on it.