Customer Engagement Strategy for Small Business – Time to Innovate

Sneha Hull | December 14, 2021 | 164 views

Customer Engagement Strategy for Small Business
The entire goal of marketing is to increase customer engagement and build a relationship with customers. Today's buyers' personas, preferences, and dislikes are changing, making it critical to develop an innovative customer engagement strategy in today's marketing landscape.

The term "customer engagement" is distinct from "customer conversion." To increase customer engagement, you must first focus on customer experience improvement. Customer experience has risen to prominence as a primary concern for organizations in recent years, and 2022 will be no exception.

Small firms, on the other hand, encounter a few obstacles on the road to client involvement, including:
  • No time or internal resources to implement a customer interaction strategy
  • Lack of in-house customer engagement experts
  • Outdated systems as well as, using too many systems and software that require outside help for integration.
  • Diminished Brand Loyalty

How and Why Does Customer Engagement Matter?


Customer engagement is the act of communicating with consumers across a range of channels to develop your connection. However, keep in mind that client involvement should be omnichannel, which means your strategy should be consistent across all platforms and mediums that consumers utilize.

Nearly 78% of customers seek omnichannel customer engagement. (Outgrow)

Customer engagement is critical for small businesses because it benefits both buyers and suppliers by raising closure rates while remaining consistent with current B2B customer expectations. Engaging customers before, during, and after purchases strengthens their emotional connection to your business. The more innovative the customer engagement strategy, the stronger the customer’s connection to your brand and the longer they will be loyal customers.

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” 

- John Russell, President of Harley Davidson

According to Outgrow, 64% of customers want personalized experiences based on previous encounters.

The benefits of customer engagement for your small business:
  • Promotes brand experience
  • Improves customer experience
  • Increases sales funnel velocity
  • Increases customer loyalty and trust
  • Provides valuable customer feedback and insight

In addition, be consistent in your customer engagement strategies. Concentrate on developing a more customer-centric marketing approach to increase consumer engagement and satisfaction.

Interesting Tips to Increase Customer Engagement

“Make your customer the hero of your stories.”

- Ann Handley, Chief Content Officer, MarketingProfs
 

Go for Omnichannel marketing:


Today's customers connect with brands across a variety of channels; thus, you must be consistent in offering a uniform customer experience across all touchpoints. The answer is omnichannel, which unifies consumer interactions across numerous communication channels on a single platform.

According to the Aberdeen Group, businesses with exceptionally high omnichannel customer interaction retain an average of 89% of their customers, compared to 33% for businesses with poor omnichannel customer engagement.

An omnichannel customer engagement strategy can:
  • Serve your customers where they are
  • Engage with customers in real-time
  • Improve customer service
  • Gather better customer insights
  • Enhance the shopping experience

Focus on Social Media


The most effective tool for client involvement in social media. Multiple goods and companies compete for user attention on social media, as a result, you should focus on techniques that increase customer engagement.

Regular posting on the platforms is vital, as is responding to consumer comments and concerns and engaging in social media interactions with customers.

Rather than just communicating with consumers, initiate a discussion with them. To do this, engage them with interactive material like polls, contests, and quizzes. Develop a thorough strategy for your social media engagement campaign that provides a long-term home for each consumer.

Utilize Relationship Marketing


Establishing a strong relationship between a business and a consumer is critical to brand loyalty. As a result, employ relationship marketing as a marketing technique as it may be applied at any stage of your organization. Relationship marketing is critical since it enables businesses to maintain close contact with their clients.

Relationship marketing (or customer relationship marketing) aims to forge deep, even emotional, customer ties with a company, which may result in repeat business, free word-of-mouth advertising, and information from consumers that can produce leads.

Push Notifications


Push notifications have been shown to significantly increase consumer engagement. Push notifications are brief messages that appear outside of the browser on a user's mobile or desktop device. Due to widespread mobile internet access, it is the optimal mobile engagement strategy.

Customers are notified about special offers, events, product or service promotions, flash sales, and news. With push notifications, the challenge is to get the information and timing just right. Push notifications will undoubtedly enhance consumer engagement and conversions.

Implement Native Advertising


It is important to target the audience and engage them, and native advertising is one of the best digital engagement strategies. Native advertising has grown over time and now encompasses a variety of ad formats, ranging from video advertisements to app install advertisements to carousel-style advertisements. Marketers may utilize native advertising to pique customers' interests and encourage them to engage with their content and brand.

This is a well-known instance of native advertising. Netflix and Spotify are two well-known companies that make great use of their customers' data to create relevant, personalized experiences. In 2017, the platforms teamed up to create a unique sort of native advertising that garnered worldwide attention.

Netflix and Spotify teamed up to promote the Netflix original series "Stranger Things." Users may activate a "Stranger Thing" mode, which automatically allocates them to a playlist based on a character.

Not only did this help advertise the program through backdrop graphics and logo design, but it also resonated with listeners since the playlist selections matched their personal listening preferences.

Native advertisements are not only more effective than standard advertisements, but they are also more amusing and engaging, resulting in more clicks, sales, and brand exposure. This was a popular engagement strategy example.

Bottom Line


Customer engagement strategies for small businesses vary in complexity according to the stage of the firm. Proper customer engagement may assist you in attracting clients to interact with your organization. Additionally, it can provide them with a positive client experience, resulting in positive word-of-mouth exposure. As a result, you'll attract a new wave of clients to your business.

FAQ:


How do you build customer engagement?

  • Deliver exceptional client experiences
  • Boost the effectiveness of your social media promotion
  • Create a brand that is relevant and meaningful
  • Utilize conversational marketing
  • Make use of push alerts
  • With video, you can capture people's hearts and minds
  • Concentrate on retention

What are customer engagement strategies?


The customer engagement strategy is described as the process of developing strong relationships with customers by gaining knowledge of their journey and how they interact with the business over time.

How important is customer engagement?


Customer engagement is a critical component of every successful business. Increased customer involvement equates to increased earnings for your business. Engaging customers before, during, and after purchases strengthens their emotional connection to your business.

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OwnLocal works with more than 2,600+ local media companies to transform their legacy customers base into sophisticated local digital advertisers. Our technology has been designed to work seamlessly with your current sales processes and makes it simple for any newspaper, radio station, or broadcast television station to help your local customers win online.

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GPS Insight Continues to Enhance Fleet + Field Offering Across Small Business, Franchise, and Mid-Enterprise Customers

GPS Insight | December 01, 2022

GPS Insight, a leading provider of SaaS-based fleet and field service management software solutions, today announced enhancements to its integrated Field Service Management (FSM) suite, marking significant strides towards the empowerment of both fleet and field service companies to seamlessly manage their mobile assets and mobile workforces together. Strengthening its position in an FSM market expected to grow 19% annually over the next eight years, GPS Insight laid the foundation for its integrated Field Service Management solution with the 2020 acquisition of ServiceBridge and the 2021 acquisition of FieldAware. Just recently, GPS Insight also acquired Certified Tracking Solutions, a leader in fleet and field services specializing in document digitization. Following recent FSM acquisitions, GPS Insight has demonstrated its value to fleet and field service industries at large through a list of accolades, including the Compass Intelligence 2022 IoT Vehicle Telematics Company of the Year, the Business Intelligence Group 2022 Sustainability Leadership Award, and being named a Construction Executive 2022 Top Construction Technology Firm. "By acquiring existing best-in-class field service solutions and integrating them with our GPS fleet management technology, we're able to bring better visibility and efficiency for our customers to save them time and money, We've created a powerful roadmap that empowers our end-users while boosting our return on investment for both platforms. In short, GPS Insight is bringing fleet and field together like never before." Shay Demmons, Chief Product Officer of GPS Insight. The Field Service Management suite is being tailored to integrate with GPS Insight fleet management, empowering business leaders to ensure alignment among workers across both fleet and field. Significant product enhancements that support the synergy of fleet and field service management include: an app switcher to toggle between fleet and field applications; ability to schedule jobs based on technician working hours, skills, permits, etc.; long cycle crew work such as multi-visit jobs; a live map for a "command center" view of field operations; timesheets showing jobs performed, hours worked, hours traveled, and overtime earned; and to help businesses scale, a rich ecosystem of integrations with best-in-class ERP and accounting applications. In addition to significant product updates across the Field Service Management Suite, FieldAware for Mid-Enterprise is featuring a facelift, modernizing the web app to follow best-in-class practices for displaying menus and options, refreshing web and mobile app branding to align with parent GPS Insight's robust fleet and field portfolio, and paving the way for the future of fleet and field. Effective field service management software is transforming industries, reducing errors and redundant tasks, and giving fleet managers, field technicians, and back-office operations peace of mind," added Demmons. "Companies of all sizes now see the value in digitizing operations to keep up with the competition, as well as the leap in efficiency that creates a better customer experience and boosts retention. About GPS Insight GPS Insight helps fleet and field service businesses by delivering innovative solutions and actionable insights. Organizations across the globe turn to GPS Insight when they have high operating costs, are worried about safety on the roads, and struggle with fleet and field inefficiencies that waste valuable time and money. GPS Insight offers best-of-breed technology for organizations with drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. GPS Insight provides many solutions that include vehicle and asset tracking, fleet management, AI-enabled smart cameras, field service management, and regulatory compliance solutions.

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