Customer Engagement...what's that?

Customer Engagement

"I don't understand, I have a great website why aren't I getting more customers?"

This is probably one of the most frequent complaints I hear. The meat and bones of it...engage with your customers! SEO is changing from Search Engine Optimization to Social Engagement Optimization. Even the biggest companies out there have people moderating their Facebook pages, forums, and the like. You have to try to convert those conversations to customers. When you get a new Yelp review, be it good or bad...RESPOND! Act as if that customer was right in front of you and respond appropriately to regain their business if possible. When people are commenting on your Facebook business page posts, respond to those too! 

Engage with your customers to let them know you are a live person who takes interest in their opinions and observations. If you do not have a Facebook business page, GET ONE! Whether people like it or not Facebook and Google is where people go when they want to find out more about a person. You have probably done it yourself. Over 2 billion people are on social media interacting worldwide. You have to give them a reason to choose you, and you have to get yourself in front of them as often as possible. How, you may ask? ENGAGEMENT! When customers get automated or canned responses it is a way less personal approach. Respond directly to them, use their name, and thank them for taking the time to share their views.

Even if you just take an hour out of your day and keep the communication going, you will be pleasantly surprised at the reactions. People want to be heard, which is why all these platforms exist, so when they speak, listen and give feedback. How do you know what your customers are thinking unless you ask? Be brave, post a Facebook post that asks, "How is our customer service in your opinion on a scale from 1 to 10? (10 being highest)" You will get the most honest feedback right there in real time. There are lots of ways to engage with customers, try a few and find out what works best for you. Keep in mind that posts with pictures and videos tend to get more engagement and are simply more eye catching than all text. 

Good luck and if you still need help reach out to me at www.mommyswamy.com