No matter how big or small your business is your customers are the most important factor for you. They are the main driving force behind your company, and your future depends on them. Customers are more informed than ever and the vast opportunity the Internet offers has completely changed the way they behave and think. Customers nowadays carefully choose what brand to associate with and whenever they spot a problem, they speak their mind in reviews and comments. Whenever they have a question, they ask it and expect a good answer. Don’t think that your marketing campaign is over when to attract some new buyers.
The last, but one of the most important parts of your marketing strategy is called customer engagement or lead nurturing. And unlike other aspects of your marketing, this one never ends, and as long as you have a product or service to offer, you must engage your customers. But why is this so important?
Engage Your Customers to Boost Your Retention Rate
Building a healthy relationship with your customers is vital for your customer retention rate. The more you engage them, the more likely they are to stick with your product or service. Not only will they ask for more, but they will also become emotionally connected to your brand, and this is what all businesses want.
Create an Army of Promoters without Spending a Single Penny
Engaged customers will become your advocates and will influence others and their decisions. By building a relationship with them, you basically create an army of promoters who will spread the word of your business, and you don’t even have to pay for that service. And potential customers are much more likely to believe other people than traditional marketing campaigns, no matter how aggressive or effective they are.
Never Ignore Negative Feedback
Negative reviews are unavoidable but instead of ignoring them, you can set customer engagement in motion and take advantage of such feedback. By responding in a polite manner and attempting to help the unhappy customer resolve his problem, others will see that you care about their opinion, and it really matters. Not only you will make them feel valued and important, but you will also be able to get valuable information about trends and customer behavior.
Engaging customers is a truly innovative approach, and although it is not easy and you certainly won’t see any results overnight, it pays to invest time and efforts. It is a lengthy process that requires consistency, but at the end of the day, it is one of the cheapest yet effective ways to market your products or services, make a name for yourself and create a special bond between your customers and your business.