Strategies to Effectively Engage With Customers (With Tips)

By Indeed Editorial Team

Published July 13, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

One of the most important goals for business professionals is to attract as many customers as possible. As a result, these professionals adopt various engagement strategies to attract new customers and keep existing ones. Understanding how to interact with customers effectively and respond to their needs can help you keep customers happy, build strong relationships, and attract more customers. In this article, we explore 12 strategies to engage with customers effectively and provide helpful tips to improve customer engagement.

12 strategies to engage with customers effectively

Here's a list of 12 effective strategies to help you engage with customers effectively:

1. Increase social media activity

Social media is an effective tool for interacting with existing and potential customers. You can also use social media platforms to announce deals and sales, share updates on specials, display changes made to product lines or stores, and showcase new products. Social media also makes it easier for customers to interact with the organization. For example, customers can follow the company's page and get timely information about their favourite products or services through notifications about new uploads.

An example of a social media customer engagement strategy is the tag a friend strategy. You ask customers and followers to tag a friend and pick random customers to win a prize. This strategy can help you gain new followers and potential customers because their friends get notifications about the particular post and may decide to follow the page and patronize the brand if they like the company's offerings.

Related: What Are Customer Interactions? (Benefits and Tips)

2. Reward engagement

It's essential to engage existing and potential customers across different platforms to help the company build a reputation for being helpful and responsive. Consider using communication tools to streamline all customer engagement channels and manage multiple accounts simultaneously. In addition, consider rewarding customers that engage with the brand frequently. Doing this may encourage them to share positive information about the products and the company.

For instance, you may encourage loyal customers with discounts, gifts, and loyalty program points. You can assign team members to identify and reward customers that share their experience with the company's products on social media or other platforms. This strategy helps you get new customers through referrals. In addition, it's easy, quick, and inexpensive to implement.

3. Share your views

When customers post positive rewards online, you can take screenshots and share them on the company's social media platforms. It's essential to remember to tag the authors and thank them for their reviews. This strategy helps you engage existing customers and capture the attention of prospective customers from other customer engagement channels. In addition, posting customers' reviews may also encourage the authors to tag other people, leading to leads for the company.

4. Contact inactive customers

You can identify and contact former customers who haven't patronized or interacted with the company recently. After establishing contact, first, thank them for their business. Then, ask them if they have any questions for you to answer or any feedback to give. This gesture may make them feel appreciated and valued by the company. Contacting inactive customers can help you revive the relationship and motivate them to purchase the company's products and services.

5. Create a fan club

You can recruit your most outspoken and loyal customers to become brand ambassadors. These ambassadors can engage with existing and potential customers and help the company increase the number of leads heading to the company's website or media pages. For instance, you can give the ambassadors free products such as accessories and clothing they can wear or use. Then, they share pictures, videos, or their experiences with their followers.

Related: Complete Guide on How to Become a Brand Ambassador

6. Listen to feedback

Addressing customers' demands can help build rapport and trust in the brand and increase their support. You can respond to comments and feedback on social media platforms and other channels. Doing this can help the customers know that you value and appreciate their thoughts, ideas, and opinions. Listening to customers' feedback when engaging with them can help you take steps to:

  • Improve customer relations

  • Improve the company's services and products

  • Grow the business

  • Reexamine some company processes

7. Collect and use data

When adopting customer engagement strategies, it's beneficial to gather data about their desires and concerns regularly. You may not have access to a lot of information when creating customer communications, such as online or offline profitability and behavioural data. Consider using different resources, such as questionnaires and surveys, to get all the relevant information you want to apply to the business.

In addition, gathering and updating customer information can help you create effective customer engagement strategies. For instance, you may use the information to identify what day of the week or time of the day most customers make purchases. Then, you send them personalized promotional messages at these times about items they're likely to love. With the growth of digital platforms, one of the most effective ways to remain competitive is to use all available information on the target audience.

Related: How to Become a Brand Strategist (With Eight Steps)

8. Keep your promises

If you make promises to customers to deliver a promotion, solve a problem or release a new product, it's essential to deliver on these commitments. Fulfilling your promises helps the brand build a trustworthy and dependable reputation. In addition, it builds customer loyalty and trust, leading to more referrals and positive reviews.

9. Offer a product guide

Suppose the company sells complex products such as kitchen appliances, computers, vehicles, or other technological devices. In that case, it may be beneficial to provide instructions to guide customers on how to use them effectively. For example, you may include manuals and installation guides when customers purchase these complex products. Providing customers with product guides may also allow you to offer other products and services that the customer may need.

10. Request referrals

Referral marketing is an excellent customer engagement strategy. In some cases, buyers are more open to purchasing products when they get referrals from relatives or friends. After a customer purchases a product, you can encourage them to refer the business to friends or share the brand with others. You may also offer incentives, such as promotional codes and discounts, when customers make referrals.

11. Send thank-you e-mails

You can send thank you or appreciation e-mails to customers who made a purchase or those who are loyal to the brand. This gesture may help the company improve customer relations, motivate them to make more purchases, and show them that you appreciate and value them. In addition, you can personalize the appreciation messages for a more impressive effect.

12. Host events

Consider hosting physical or virtual events or webinars to interact with customers and make them feel like they're a part of the company's community. These events are also excellent opportunities to engage customers and get an insight into their expectations and market the company's products. For example, you can host an industry event to discuss with potential customers and educate them about the company.

Tips to improve customer engagement

Effective customer engagement helps organizations meet customers' demands and increase its audience. Here are some additional tips to help you improve customer engagement and effectively incorporate your engagement strategies:

Challenge assumptions

Challenging assumptions and avoiding stereotypes is an essential marketing tactic to adopt. It may be beneficial for you not to conclusively assume that practices and methods that worked previously can have the same success in the future. It's advisable to consistently reframe your existing insights and data to ensure you act on the best available information.

Build a brand voice

The brand voice is essentially its personality. It's essential to maintain a consistent voice in every interaction, social media post, or write-up on the company's website. When creating a brand voice, consider the customers' and company values. Combining these values helps you create a human connection with the customers, which may help them trust the product or service the company offers.

Related: How to Increase Brand Affinity (With Steps and Benefits)

Maintain the customer lifecycle

A customer lifecycle refers to the entire length and nature of a customer's relationship with the company or brand. Maintaining the customer lifecycle also entails acquiring customers, sustaining their interest in the company's products and services, and extending the relationship beyond a single purchase. Typically, most professionals and companies aim to ensure the customer's lifecycle is as long and successful as possible. This implies continuously improving and maintaining the continuum in a manner that's mutually beneficial to the company and the customer.

Make the brand relatable

Customer engagement extends beyond making the customer's experience efficient and smooth. It also involves creating a brand personality that customers want to interact with and love. It's essential to prioritize brand awareness. Promoting brand awareness lets the public know about the brand and what it offers before engaging or patronizing it.

Create a sense of connection and meaning with customers to attract them and create opportunities for engagement. You can consider creating a brand with a sense of authenticity to appeal to customers. You can demonstrate this authenticity by sourcing materials from vendors that share the same ethics and values. Sharing personal stories about the passion that created the brand and how it became a business is also relevant. It's essential to let the authentic nature of the brand shine to help customers relate to it and engage it.

Explore more articles