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Outperform your competition with Customer Engagement

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This webinar will show you how customer engagement leads to tangible business benefits, can lead to further revenue-driving initiatives such as customer advocacy, referral marketing, and more. We also share tactical tips and strategies for initiating and optimizing a customer engagement strategy.

Published in: Sales
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Outperform your competition with Customer Engagement

  1. 1. 1 Outperform your competition with customer engagement Referral Rock x Trustpilot
  2. 2. 2 Speakers + pics Joshua Ho Tech Entrepreneur, Referral Rock Brian Merritt VP Customer Success, Trustpilot
  3. 3. 3 We help people buy with confidence Sharing experiences builds trust and transparency We help companies harness the power of reviews About Trustpilot
  4. 4. 4 About Referral Rock Referral Marketing Automation Software Leverage Customer and Partnership Base Increase Revenue Small and Medium Businesses
  5. 5. 5 Why is Customer Engagement Important?
  6. 6. 6 Connects You To Your Customers Helps You Understand Your Customer Improves Success In Future Programs That Leverage Customers Creates a lasting impression and differentiates from competitors Why Is Customer Engagement Important? Customer Engagement
  7. 7. 7 How To Engage With Your Customers
  8. 8. 8 Ask For Feedback Emails Surveys Customer Interviews Phone Calls Ratings Product Reviews How to engage with your customers Service Reviews - Each type of feedback is different - understand why you’re using a specific collection method. - Make sure you’re asking the right questions, whether you’re collecting a survey or asking for a review. - Test feedback collection methods to optimize your response rates. - Use reminders often
  9. 9. 9 Responding To Reviews 1. Never argue. Take note of the feedback and respond professionally. 2. Don’t go into unnecessary details. Focus on finding a solution. 3. Value positive and negative reviews. All review warrant a response. 4. Remember, replies are public. Be careful of what you say but be happy to share a positive interaction. 5. Always thank your customers. Finish on a positive note! How to engage with your customers An example from Thriftbooks
  10. 10. 10 Revamping & Optimising Your Social Media Channels ● Use eye-catching images ● Optimize images for all platforms and devices ● Share video content ● Be brief! ● Include hashtags and usernames whenever possible MADE.COM‘s Pinterest Page Trendy Butler’s Facebook Page How to engage with your customers ● Include clear CTAs ● Know your audience ● Boost your posts with sponsored ads, and ensure you’re targeting the right audience. ● Tell a story
  11. 11. 11 Creating an experience across multiple channels How to engage with your customers Focus on the first impression Meet your customers at face-to-face events Create a seamless user experience on all devices
  12. 12. 12 “” Engagement optimizes Customer Marketing ● Strong customer engagement primes your customer for future marketing initiatives. ● Set expectations, and exceed them every time ● Start with the experience. Great customer service drives loyalty. How to engage with your customers Customer marketing is all about building marketing activities that drive retention, loyalty, advocacy, growth, and community participation for current customers.
  13. 13. 13 How to reach out directly ● Have a great reason. Why you are contacting the customer matters ● Personalize your message. Make your customer feel special while differentiating your brand. ● But don’t be creepy. Going overboard with personalization can be a turn off. ● Start with an incentive. Offer discounts, reviews, exclusive content, sneak peeks of new products. ● Finish with an ask. Don’t forget your CTA. ● Always be branding. This is a great opportunity to reinforce your brand. How to engage with your customers Personalize your message but don’t go overboard.
  14. 14. 14 Thinking Outside The Box ● Send handwritten thank you notes ● Consider adopting a referral or loyalty program ● Organize competitions and giveaways ● Invite customers to events ● Give freebies to existing, loyal customers ● Personalize your packaging ● Celebrate your brand advocates and team on social media ● Contact your customers via direct mail marketing How to engage with your customers A handwritten note from Boxed.com Free samples with every Boxed.com order
  15. 15. 15 How Customer Engagement Can Help You
  16. 16. 16 Improves Retention & Loyalty How customer engagement can help you 76%of consumers say they view customer service as the true test of how much a company values them. http://www.parature.com/13-customer-service-statistics/
  17. 17. 17 Makes Customer Advocacy Easier How customer engagement can help you 90%of Facebook users says being a fan of a brand has had a positive impact on their recommendations to friends. http://appdataroom.com/statistical-argument-customer-advocacy-infographic/
  18. 18. 18 Makes Referral Marketing Programs More Successful ● Directly engaging with your customers boosts your brand image and increases customer trust. ● Authentically interacting with a customer encourages referrals. ● A great customer experience gives a memorable story to tell. How customer engagement can help you
  19. 19. 19 Makes You Stand Out ● Sharing personalized, customized content with your customers makes you look like a brand that cares. ● To differentiate yourself, always work harder. How customer engagement can help you 60%of consumers today have higher expectations for customer service now than they did just one year ago. http://www.parature.com/13-customer-service-statistics/
  20. 20. 20 Helps Your Team Relate To Your Customers ● Customer engagement allows your team to better understand your customers’ needs, the way they think, and interact. ● The closer your team is to your customers, the better you can communicate ● Customer engagement allows your team to continuously improve the customer experience ● Understanding the insights and nuances to your customer makes your customer feel like you “get them”. How customer engagement can help you
  21. 21. 21 Who Are Trustpilot and Referral Rock?
  22. 22. 22 2007 Trustpilot launched 65 Countries 1.6b Page impressions per month 175+k Reviewed websites worldwide 32m Online reviews 72m Visitors a year 10m Unique visits per month 1M New reviews per month
  23. 23. 23 Referral Rock provides a referral automation software that enables businesses to unlock potential referrals Helps You Unlock Customer Referrals. EASY TO MANAGE Design, build and host referral programs Integrates directly with existing business processes Ecommerce - Email marketing Direct sales - Services - CRMs Fulfill rewards and manage program members Coupons Gift Cards Paypal Did you know that 83% of customers are willing to refer a friend after a positive experience, but only 29% do? Referral Rock helps you get more business using the influence of your own customers and partners. BUILT-IN REFERRAL MARKETING BEST PRACTICES Dual sided incentives Personalised links/codes to share Social sharing Branded emails Automatic notifications
  24. 24. 24 Thank you! Any Questions? Email events@trustpilot.com

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