In building a continuous relationship with your customers, it’s important to develop their loyalty towards your brand. Actions speak louder than words, “humanizing” your brand is an exceptionally inexpensive and easy way to reach out to your customers. As they say, it’s the thought that counts.
Your actions towards your customers are important when it comes to customer engagement. After your customer makes a purchase from you, what comes next? That is the special moment where your brand comes in contact with your consumers. According to Rewards Network (2012), there are multiple touch points of engagements. One of these points is the offline touch point, where it reinforces the experience felt by your customers during the buying phase or online phase.
That is the target point where our offline campaign comes in. Here are some points to consider in improving offline customer engagement:
- Live Support Personnel on the Phone
Letting real people handle your customers’ complaints is a lot better than letting them listen to automated prompts on how to solve their issues. Answering machines give the impression that your customers aren’t worth your attention and that’s not what you want them to feel, right? Effective support personnel can handle situations that can make or break your relationship with your client at jewelry store sd. It’s an added benefit when a real human answers your consumer’s calls because it makes them feel that their concern and satisfaction are your top priority
- Send a Birthday Surprise!
There’s nothing more thoughtful than sending a special treat for someone’s birthday. Why not send your customers a special coupon? Some websites offer credits for special services on their homepage. It’s a kind gesture and not too much of an expensive treat. It would help remind them to visit your site again.
- More Coupons, More Happy Customers!
Speaking of coupons, these are effective marketing paraphernalia since online coupons attract customers, old or new. It’s a good way to:
- Attract new customers
- Have your previous customers return
- Reward loyal consumers to keep their affinity with your site.
If you need a reason to send out those coupons, a professor of neuroeconomics at Claremont Graduate University has one for you. “The study (shows) that… people who get a coupon… are happier, less stressed and experience less anxiety… getting a coupon, as hard as it is to believe, is physically shown to be more enjoyable than getting a gift…” concluded Dr. Paul Zak in his study, The Neurophysiology of Coupons.
Now, don’t go sending out mass amounts of pointless coupons, send coupons that match your customer’s appetite. A personalized coupon based on your clients’ prior purchases would be appropriate. Consequently, you can send out an individualized coupon via taking a survey to properly match their preferences. This gesture ascertains them that their participation in the business is important for you and you value them as people.
- Get Social in Social Media
Isn’t this an online engagement technique? Communicating through social media has changed the way consumers and businesses interact with each other. How does this online marketing technique help in offline engagement? Remember that whether your efforts are made online or offline, both can affect your brands reputation interchangeably. Replying to your customer’s queries without bias shows how professional you are in terms of dealing with your customers. A simple social media mishap can ruin your reputation offline, so take note of your responses.
- A Friendly Reminder Wouldn’t Hurt
There will be times that your customers will try to buy something that’s out of stock or not available in your shop. If this happens, notifying them through email would be a nice gesture when the item he was trying to purchase becomes available. Though they might have purchased the item from another store, a good follow up will impress them and show that their business was valued and not forgotten.
- Your Wish is Our Command
Last but not least, it’s better to render services tailored for your subscribers. You can determine their preferences through a rundown on the history of purchases made or you can ask them directly through questionnaires. From the data that you gather, you will know what products or services are appropriate for them. Suggest products or offer coupons for an effective strategy of keeping your consumers loyalty.
These simple gestures indirectly influence the relationship you have with your consumers; however, the benefits of these efforts will be evident in the long run. Soon, your loyal customers will be your brand advocates, thus reeling in more subscribers that will potentially go down the sales funnel. Rinse, lather, repeat. From these ideas you can see what works best for your business. Some might not be applicable, while others might be the one for you. Remember, patience is a virtue and think long term!