Engagement matters because people’s emotions matter. When we engage our consumers we develop an emotional connection with them. Customer engagement reflects your consumers’ emotional attachment to your brand and the value it adds to their life. How we as organizations foster customer engagement can change the way that we do business with and for our consumers.
Incredible customer engagement software helps companies achieve benchmarks and goals of being a customer experience leader within their market. Companies like Starbucks, which has been a leading competitor in the retail coffee and snack industry with their exceptional customer experience, are setting the standard for customer engagement. Not only do they offer exceptional customer service, but they also have an innovative customer experience that separates them within their industry market. Whether its technology, leadership, or product development, they have taken major strides to increase their customer engagement as an organization.
So why does this matter for you or your organization? You strive to be the leader within your market and to provide the best product and experience a customer can get. With the help of customer engagement software, it allows space for your audience to have a better experience as a consumer and ultimately helps your organization as a whole by streamlining your customer engagement and communication processes.
A more engaged consumer leads to a more loyal and satisfied customer who continually relies on and invests in your product or service. Plus, engaged and satisfied customers typically become free brand ambassadors. Think about it. At some point, you’ve found a product or company so spectacular that you’ve raved about it to your friends and family. You’re a brand ambassador because you were (and probably still are) and engaged and satisfied customer.
Let’s take a moment to look at a few other key benefits of integrating a customer engagement software into your operations. Here are 3 major benefits of customer engagement software:
1. Build Better Relationships
Whether you are the largest organization in the world or a one-person operation, the way that your customers engage with your business matters deeply. Cultivating relationships that build loyalty can be a pivotal aspect for your company. While this may not include knowing every one of your customer’s individual names, it does mean making your customer feel seen and known even if you never have the chance to personally meet them. By integrating a customer engagement software, your organization is able to have instant access to your customer information so that no pertinent details are ever overlooked or missed. This allows your team to stay in the loop about your consumer as well as shows your customer that you actually care about them, not just the revenue they add to your bottom line.
2.Gain Loyal Followers
If you’ve ever ventured into the world of topic discussion on social media, you are likely aware of a time where someone decided to share their opinion about a topic or product. With such a strong digital media presence, individuals are happy to share their opinion (welcome or not) and honest review about things that they strongly support or dislike. For customer engagement, this can be a major plus. It’s a platform for free advertising and a virtual display of consumer loyalty. Engaged customers by nature become walking advertisements for your brand and continue to build loyalty for your company. When a friend/colleague mentions needing a product or service, loyal followers are quick to recommend your brand and the benefits that you provide. Furthermore, engaged consumers participate in online discussions organically and advocate for your product/service.
3. Cultivate a Shorter Sales Cycle
Customer Engagement software can help speed up the sales cycle by getting stakeholders to buy in more quickly to what your organization is offering. It helps build stronger relationships faster, as well as provides key information in an efficient manner so that the process does not become drawn out or exhausted. By providing timely messaging, personalized communication, and valuable content, a customer engagement platform can decrease your sales cycle while creating powerful relationships and strong advocates.
Is your team on the hunt for the perfect customer engagement platform? Let us help!