How to engage more with your customer and increase sales
How to Engage Customers
Customers who engage with your business or product are three times more likely to recommend the products to a friend.The idea of engaging customers is to add more value to their experience while increasing customer retention. You should do this in-store and online, customizing your approach to customer relations as you find out what works best.
Engaging With Customers in Person
Welcome them when a customer walks in the door.This is the first chance for good customer service. Make them feel comfortable and appreciated, but don’t overdo your interaction.
Try an open-ended question, such as “How can I help you?”instead of “Can I help you?” Ask your associates to reformulate their questions to be open-ended.
Ask topical questions about why the person needs an item.Don’t be too nosy, but express a genuine interest in what they are looking for so you can create a custom experience.
Offer additional help in finding other items.In some cases, this may mean recommending another business if you don’t carry it. Chances are, customers will appreciate this dedication to providing a full-service product.
Hire people with genuine enthusiasm for the products.This can be hard in a call center or snack bar, but the customer will engage more with people who are positive and genuine.
Host in-store contests.Reward people for returning regularly, by increasing the number of times they can enter.
Have a grand opening or engage in local art walks.Become a part of your local community by choosing a charity and asking customers to support it with you. Show customers that you are people running a business, rather than a business running people.
Engaging With Customers Online
Present your business culture and location.Study the things that are important to your company and the people that buy your products. Focus on communicating company culture, rather than simply self-promoting, in all your customer communication.
- For example, become a part of a local business organization or post information on your social media accounts that tout your city and state.
Build an online community where customers can offer advice or post questions.For example, if you are a retailer of cowboy boots, perhaps it is a good idea to have a hashtag on Instagram that called #travelling boots so that your customers post pictures of themselves wearing their boots.
Ask for customer feedback.Try sending a customer satisfaction survey or customer product input survey at least once per year. Send the survey out over Facebook and email.
- Ask your customers to have a hand in buying new products or refining those you already carry.
- Send an email after someone has received their goods to see if they are satisfied.
- One e-commerce site, ModCloth, asks customers to “Be the Stylist” and vote on their favorite outfits, so that ModCloth restocks the most popular items. You can also suggest other dresses that they don’t currently carry.
Announce your successes.Invite customers to celebrate with you when you open a new location, expand your hours or receive an award. They will want to know that they are supporting the best businesses out there.
Offer a free gift or exclusive offer to repeat customers.Build loyalty by offering timely discounts and incentives.
Separate types of customers in your database.Try to tailor your messages to each group. For example, a new customer would get different emails than a customer that has buying for years.
Encourage people to review your products in a public forum, like Facebook or online.Not only do comment sections and reviews help your website rank more highly in search results, but they create a forum for customer service.
- Unless a comment is highly inflammatory, try to handle concerns publicly, so people can see your willingness to provide good customer service.
Feature your customers on your online channels.Have a weekly drawing or customer of the week, so you can get customer perspective and participation.
- Ask your employees for ideas on how to engage customers. Clerks, customer service representatives and other representatives have insightful approaches to making customers happier.
Sources and Citations
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