Customer engagement is a critical element to your sales and
marketing campaigns. For any business, customer engagement can make or break
your performance. Just look at the yelp reviews of restaurants as an example.
Poorly reviewed businesses will disincentivize individuals from getting to know
you and your product/service. And that’s just one element of a potential
customer engagement initiative. Engagement with your customer’s allows you to
identify, analyze, and fix any weaknesses of your offering. If you sell
software, a successful customer engagement program will make it easy for your
customers to rate your offering and provide feedback as to what is great and
what should be fixed. In the internet age, information moves at the speed of
light. Negative reviews or opinions of your business can get dispersed quickly
to large amount of individuals, essentially nullifying your marketing outreach
efforts. I’ve provided some examples
below of some customer engagement solutions that are easy, cost effective, and
quick to implement.
Yelp
If you think your business can benefit from Yelp reviews and
ratings, I recommend you claim your business profile from Yelp for free. Yelp
implements a “Freemium” model, where basic services are provided for free and
more advanced functionality is offered for a premium. However, it’d be
pragmatic for you to sign up for the free service first, and then evaluate
whether it’s necessary to pay more for advanced features. Signing up for a free
Yelp business account is just the first step of a successful Yelp profile. Yelp
offers you a chance to comment on peoples reviews, so you should always take
the time to respond to reviews, regardless of whether it’s positive or
negative. If positive, you should always thank the individual for taking the
time to submit something good about your service or product. If negative, you
should apologize that their experience was not satisfactory and invite them to
privately contact you to discuss ways to improve your service. Negative Yelp
reviews can be detrimental to your business but only if you let it. By
responding in a conciliatory manner, other individuals surfing your Yelp page
will see that the business owner cares about their business and is willing to
discuss ways to improve. Not every business owner takes time to do this, so
separate yourself from the pack by showing that you care.
SurveyMonkey
SurveyMonkey is a cost effective survey solution that allows
entrepreneurs to create customized surveys for customer engagement. The amount
of options for survey questions are endless with the SurveyMonkey solution. You
can ask questions that rate your service on a scale of 1-10, yes or no, multiple
choice, or with comments in a comment box. That’s only a snippet of the options
you have with the SurveyMonkey solution. Based on the information you gather,
you know how your customers feel about your product, service, customer support,
responsiveness, and brand. We strongly recommend that every business owner
includes some type of survey solution for their customer engagement strategy,
so sign up and take a look at what they have to offer.
Utilizing customer engagement solutions is integral towards
the long term success of your company. If you’d like some more information on
customer engagement strategies, please don’t hesitate to schedule a 30 minute
consultation with me on my schedule! We can discuss different solutions and
methods for improving your connection with your customer.
iVirtual Business Services is your Operational & Administrative Solution…because you deserve work/life balance.
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