Increasing your online customer engagement is one of the most important elements of boosting your overall sales. In fact, customers are more likely to spend 140% more on products or services from a company if they have a positive experience in comparison to a negative experience.
If you are a business owner, you know how important it is to have good customer service. However, online customer engagement goes far beyond good customer service, as transactional customer service could actually make them feel like a number in a system.
In order to improve a customer’s overall experience and strengthen their loyalty to your brand, you need to make them feel that you value their presence, connection, and overall experience.
The problem is, how do you strengthen the connection with your clients to the point where they become loyal customers?
Thankfully, we have discovered the answers to this. Keep on reading to learn more about how to increase your online customer engagement, the right way!
Make Your Brand “Humanized”
No matter what the problems of the customers are, they want someone to fully understand them and the problems they are experiencing.
The desire to relate to others stems from our primal need for survival, if we cannot relate to others, we will feel alone and left out from our tribe to die.
This primal desire is essential to keep in mind when you are connecting with your clients. The more you can display that you understand them, the more they will feel a sense of belonging.
A good way to increase your online customer engagement is to find a personality or influencer who is passionate about your brand, someone who whole-heartedly feels that your brand is a hero to others.
This personality can now be the face of your brand, to “humanize” it, and a person for others to relate to. They can regularly create posts and videos, and speak on behalf of your brand. They will now become the trusted persona for your brand and people will connect with your brand more.
Create Your Target Customer Profile
Your target customer profile is someone who’s problems are being solved by your business. Many people will come across your brand online, but only your target customer will stop and take a deeper look, considering your services.
If you know the details of who they are, you are able to target their interests more accurately.
Some ways to discover your target customer profile is to:
- Check your analytics and see where your customer is coming from
- Know what questions they ask before making a purchase
- Know their behavior, and what motivates them
- Understand their emotions and pain points in a detailed manner
- Set a buyer persona for them, identify their sex, interests, race, age, marital status, and hobbies.
There are many different tactics to discover your ideal customer profile, read more now to learn more.
Speak In Your Customer’s Language
Perhaps one of the most influential ways to increase your online customer engagement is to speak to them in the way that they understand, not in the way that you want to speak.
If you speak to them from your standpoint, you will separate yourself from your customers. They are the one with the problem, you are the one with the solution.
To optimize this, start telling stories in which you can relate to them from your previous experience being in their shoes. Then follow up with painting a picture with how your product or service will come to their rescue.
Create Impactful Content
In this informational digital age, everyone’s minds are so busy and occupied that they are not able to take the time to read long articles. This provides a perfect opportunity for you to use video marketing to display your information.
Google did a study that discovered that businesses that use instructional video content are 48% more likely to sell to smartphone users. This is because that video enhances customer satisfaction and an overall better experience.
Video content is also a way to share your non-verbal communication. A video will show your unique energy (or the energy of the face of your brand), and lead people to relate to you better.
Use Social Media the Right Way
Social Media is a powerful tool to increase your online customer engagement if done the correct way.
Most business owners use social media as a way to sell their services and tell people about what they do. While this is true, it is only a small piece of the bigger puzzle with the potential of social engagement.
You can use social media to it’s fullest potential by establishing yourself as a thought leader in your industry. Simply start involving yourself in comment threads on the topics that relate to your business. Answer questions that people have in an authentic non-sales manner by commenting without spamming the links to your business.
This shows that you truly care about their best interests without needing to cover your own. In turn, this will establish trust and interest in your brand as well.
Create Services that Relate to Customer Inquiries
As time passes with your business, you will have numerous inquiries on all sorts of topics within your niche. Compile a list of these inquiries and start creating content and services that solve the answer to the most common questions.
This helps you to take the guessing game out of helping your customer and it basically lets them dictate what they want you to help them with, a win-win!
Learn More About Increasing Online Customer Engagement
Online customer engagement is all about connecting and relating to the needs and problems of your ideal customer. Once you have that figured out, you are able to establish your business as the answer to their pain points and create more sales.
If you found this article helpful, check out more just like this under the sales and marketing section of our blog!