Customer engagement is very crucial to your dropshipping business. Knowing how to effectively engage your audience/ customers will help you attract and delight them at every turn in the customer journey. Also, it will create a memorable and unique experience with each customer, which sets you apart from your competitors. Continue reading to learn how to engage your audience or customers for your dropshipping business.
Monitor Social Media Feedback
Social media is a powerful feedback tool that provides up-to-date insight into how customers feel about your brand. 47% of your customers with complaints will use social media to voice their opinions and most expect a response within minutes. This creates an excellent opportunity for your service team to delight the frustrated ones among them.
By responding to posts and comments, your service team showcases your customer service quality. If you successfully resolve the problem and satisfy the customer’s needs, your social media following will witness it as well. And, that’ll lead to conversations with new leads and free word-of-mouth marketing for your brand.
Build A Community Forum
Community forums are a fun way to communicate with potential customers who are passionate about your business. They bring customers together, giving those who love your brand a chance to tell others why it’s so amazing. You can also leverage your forum as a customer service resource where reps answer questions that were not addressed in your knowledge base or FAQs (Frequently Asked Questions).
One of the easiest ways to personalize a customer interaction is by asking questions. If you’re working with a customer over the phone, in person, or a chat thread, ask them questions that don’t relate to the inquiry. Even asking about their day is a great step toward developing rapport with them. Meanwhile, consider timing.
If a customer seems eager to resolve an issue, it may not be appropriate to ask a personal question. They may think you’ve lost focus or aren’t interested in resolving their issue. Instead, wait for a lull in the action where no party is doing much talking and you want to keep the conversation going.
Follow Up On Customer Feedback
Collecting customer feedback is good, and putting it into action is even better. But, a step that is often overlooked is following up. Reps should respond to customers whenever they leave a review, whether it’s positive or negative. If it’s a positive review, your rep should thank the customer to let them know that their feedback is been noticed.
Conversely, if it’s a negative review, your rep should spring into action to prevent potential churn. Regardless of the situation, your rep should be looking for ways to extend customer engagement after a problem is resolved.
Create A Customer Loyalty Program
Customer loyalty programs are efficient because they add value to the customer experience that goes beyond the initial purchase. This keeps customers engaged and interested in your brand’s content and product, even if they’re not actively looking to buy at the moment. By giving your audience access to promotional deals, discounts, or coupons, they will continue to open your newsletters, read your ads, and consider your products store until they’re ready to make a purchase.
Host A Company Tour
Sometimes it’s not only the product that makes your brand great, it’s the people and systems that are supporting it that are incredible as well. Giving an inside look at your dropshipping business and how it operates is an amazing way to attract potential customers and make them fall in love with your brand.
A popular example of this concept is brewery tours. Breweries will host tours where customers can walk through the facility and sample products. Since beer is an extraordinarily crowded industry, this creates a personal connection between the brand and its customers. Customers don’t just buy beer because they like the taste; they buy it because they have the memories of touring the facility and engaging with the staff.
Provide Self-Service Resources
Customer self-service is viewed as a retention tool. However, it also engages people who haven’t purchased your product. For instance, Hyundai has augmented reality user manuals where customers can explore the interior of a vehicle through overlayed features on a tab’s camera. This service simplifies anything that could be a confusing user interface.
Instead, customers know exactly what each function does in the car and can recall information without having to ask the sales rep. These kinds of candor lower friction within the customer experience and help you as a salesperson to close deals.
There you have it! Above are some insightful tips to engage your audience/customers for your dropshipping business. Actively engaging your audience or customers regularly can be a great way for your business to stand out from the competition. Implement these simple strategies to drastically improve your retention rates and skyrocket the success of your dropshipping business this year.
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