From Attention to Retention: The 6 Stages of Customer Engagement

beggers April 3, 2017 0
From Attention to Retention: The 6 Stages of Customer Engagement

Customer engagement is one of the most important things that your business has to focus on. If your customers aren’t engaged, well, they’ll never become customers in the first place. So, you need to get this right from the start and carry it through until the end of the process. There are 6 key stages that you will need to be aware of when you are planning your business’s overall approach to customer engagement.

To help you out, the six stages are discussed in-depth below. You can learn more about them, how they should be approached, and you’ll also get some vital tips that will help your business in the future. Read on now and get to grips with everything that the issue customer engagement has to challenge you with.

Stage 1: Grab the Attention of Your Target Customers

The first thing that always needs to happen is grabbing the attention of your target customers. If you can’t grab their attention, you’re never going to sell to them. Before you even get to that stage, though, you have to identify exactly who your target customers are. You can’t grab their attention before you know whose attention it is that you want to grab.

Moving images can help a lot when you want to grab attention online. Use a video production company to create online video adverts and video content for your website. People are immediately pulled in by visually appealing storytelling and video content, so this could work wonders for you. Make sure that the name, logo and overall branding of your company are striking and appealing too.

Customer Engagement

Stage 2: Make the Online Experience Smooth and Simple

These days, if you run a small business, much or all of your business will be done online. You will want to be able to sell to people in as many times as possible. But for that to happen, your online store needs to be easy to use for all customers. It makes sense to engage your customers by attracting them to your store and then making it easy for them to make the purchases.

The online experience the visitors to your website receive has to be smooth and simple from start to finish. Customers turn away and log off very quickly if they’re confronted by a website that is messy, difficult to navigate or slow to load its pages. People are not patient when browsing the internet, and that’s something you should prepare for. Selecting a good hosting service and make sure the website is designed by someone who knows what they’re doing.

Stage 3: Build Maximum Trust

Trust is a big deal when you’re trying to engage with customers. If your customers stop trusting your company, they will definitely not want to buy from it, which is a pretty big problem for you. So, aim to create as much trust as possible between your customers and your business. There are many ways to do this, but first you need to understand its importance.

Show your customers that your business is run in an open and transparent kind of way. This will help them trust the company more and believe you when you promise something. Every promise that gets broken and each time you break the trust of a customer, your business will suffer. So, take this seriously and communicate the trustworthiness of your business in whatever way you can.

Customer Engagement

Stage 4: Help Customers Make the Right Decisions

Every customer has to, at some point, make the decision to buy from your company. Other people might decide not to. You want each and every person who gives this some thought to decide that they should buy from you. It’s up to you to help them come to that decision. There are many different things that can sway a customer one way or the other, so you must think carefully about this.

It helps to show that your business has something that can genuinely alter the life of the customer for the better. You can also offer the customer a trial of the product if this is possible. Anything that helps the customer feel more confident in the purchase they’re about to make will be positive in terms of increasing sales and securing customers. Give plenty of thought to how you can put customers at ease and help them make the right decision.

Customer Engagement

Stage 5: Ensure Communication is Helpful When Problems Occur

No business can escape problems. Customers will have issues that need to be addressed by your company, and how this happens matters a lot. If you let things go wrong without putting them right, those customers will be understandably annoyed, and they won’t want to buy from your company again in the future. This all comes down to communication and how customer problems are handled.

It should be as easy as possible for your customers to call you up or submit a complaint via your website. Make sure that there is a whole page on your website detailing all the relevant contact information of the company. That way, it will be easy for people to speak to someone and get the help they need. Then, your employees need to be able to offer helpful and swift support to those customers.

Stage 6: Cement Customer Retention Strategies

Finally, you need to come up with some customer retention strategies. This is all about keeping hold of the customers that you have sold to in the past. It’s important to get this right because most companies can only survive and thrive if customers keep coming back and buying more. Unless the business sells high-end products that are usually one-off purchases, they need this.

There are plenty of paths you can take if you want to retain more customers. You can make your approach more personal. That way, customers will feel closer to the brand and all that is stands for. Many companies foster loyalty by setting up a loyalty or membership scheme. This gives return customers perks and discounts that they wouldn’t otherwise be able to take advantage of. Offering good customer service and striving to improve all the time will help too.

Customer Engagement

Now that you have a full and thorough understanding of customer engagement and what it takes to sustain it, you can start putting these ideas into action.

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