Customer engagement is key to any growing business. Here's the 3rd tip for your road to success!

1. Howtoengageyour
customersin7 steps
Would you imagine just selling your products
without smiling and caring employees? Would
you go back to a shop where you had poor
service and did not feel appreciated by the
staff? Let me bet you have said no to both
questions. Okay, I admit it, it was an easy
guess. Knowing that 56% of customers will
never use a company?s products or services
again in the case of a negative experience
with that company, having impeccable
customer service is with no question a key to
successful business (Brookes, 2013). So now
that you understand how important customer
service is, think for one second where do your
customers purchase your products or services.
This might not be the case for you yet, but
there is great chance that you propose them
to buy directly from your website.
?E-commerce is the fastest growing retail
market in Europe.?(Retailresearch.org, 2015). It is expecting to grow by 18.4% in Europe
between 2014 and 2015 with the total amount of goods sold online expected to reach
£156.67 billion in 2015. So if you care about the success of your company, the following might
be of your interest.
PART 3- ONLINEINTERACTION
Engage - Amplify - Convert
Pictawall
https://pathologyservices.wustl.edu/node/75

2. Theimpact of
onlineinteraction:
The move towards more online purchase has
a major impact for your business: your
customer service must be as good online as
on-site. When a customer tries to reach you,
you would better be prompt in your
response. By talking directly to your
customers online, you give yourself a
chance to build stronger relationships with
them and stronger customer relationships
means more loyalty and more sales (Bollen and Emes, 2008). Responding to online negative
comments is actually a satisfaction for the author of the negative comment(s). On average, 83% of
the authors of negative comments appreciate the fact that the company takes time to reply to them
(Roth, 2012). That might change their perspective of the company or product concerned and that
gives you the opportunity to take notice of what has to be improved and what matters to your
customers.
Theimportanceof social media:
Do not make the mistake of believing
that customer service should be
provided only on your company
website. Most of your customers have
Facebook, Twitter and/or Instagram
accounts and they use them to share
their experiences, including the
companies they buy from. Social media
have the advantage to let your
customers talk about you, either in a
good or bad way. If the comments are
good, all I can say is good job, you have
worked hard to get your customers
take some of their time to say how
wonderful you are. But if the comments are negative, well everyone can see them and you?d better
expect some negative consequences on your reputation and results. However, in both situations
the same issue arises: you do not have any control over what is said about you. As people hate
when others talk about them behind their back, so should you for your company. The internet and
especially social platforms from forums to Facebook have given this opportunity for people to not
just talk about you face-to-face but also on the web and to spread it everywhere around the world.

3. If you are active on these platforms, you have access to these
comments and can react to them. That gives you more
control over your image while at the same time gives you the
opportunity to have real time interaction with your
customers to create strong relationships with the most
engaged ones and try to engage the others. In addition, you
can always pretend you are a trendy and cool company on
social media. However, as I have already mentioned in "The
State of Social Media", you should not make the mistake to
believe that all social platforms are the same. Each platform
from Facebook to Pinterest has its own purposes and
audience. Adapt your posts to where you are posting and who
you are posting to. Among all platforms, YouTube is probably
the most effective. Video content is far more engaging than
words and they make your company lives in the eyes of your
audience.
Tip: you have something fun that can make your customers laugh? Share it! Make your audience
Seeyou next week
This week was really nothing complicated, though essential. Participating to online conversation
with your targets will not only help you control your image but it is also an excellent way to obtain
information about what your customers want from you.
Next week, I will discuss the effect of promotional offers on your customers.
http://www.sitelogicmarketing.com/peer-pressure-social-media-just-say/