Customer engagement strategies are used by successful brands to enhance the shopping experience and foster long-term relationships with its customers. Here are some key strategies
Brands leverage data analytics and machine learning algorithms to provide personalized product recommendations to customers based on their browsing history, purchase behaviour, and preferences. By offering tailored suggestions, Brands enhances the relevance of product offerings, increasing the likelihood of conversion and customer satisfaction.
Shoppers are willing to pay up to 16% for personalized shopping experiences –PWC
Brands usually create engaging and informative content such as blogs, videos, influencer videos, style guides etc., to educate and inspire customers. These resources provide valuable insights into their category trends, tips, and advice, helping customers make informed purchase decisions and enhancing their overall shopping experience.
Eg: Mamaearth one of the successful beauty brand in India has collaborated with several beauty and lifestyle influencers who shared their experiences using Mamaearth's products on their social media handles.
Brands generally encourages customers to share their experiences and showcase their purchases on social media platforms using branded hashtags. By leveraging user-generated content, Brands can create a sense of community and authenticity, while also amplifying its brand reach and engagement on social media.
Common types of User generated Content include customer reviews, social media posts, photos, videos, and blog posts relating to the brand or its products.
For example, a customer shared a picture of the latte they got from a coffee shop, Chalk Coffee, to Instagram, with a caption about how good it is.
Brands actively solicits feedback from customers and encourages them to leave reviews and ratings on its website. This transparent approach helps build trust and credibility, as potential customers can make informed decisions based on the experiences of previous buyers. Brands also uses customer feedback to continuously improve its products and services.
Brands runs promotional campaigns and offers exclusive discounts, rewards, and loyalty programs to incentivize repeat purchases and customer referrals. By providing value-added benefits to loyal customers, Brands enhances customer satisfaction and fosters brand loyalty.
For Eg: at NIKE, Members receive personalized gifts on their birthdays and membership anniversaries. They also have access to their own personalized online Nike store, which recommends products based on their past purchases and engagement history.
Brands maintains a responsive and knowledgeable customer support team to assist customers with inquiries, concerns, and product-related questions. Whether through live chat, email, or phone support, Brands ensures a seamless and personalized customer service experience, thereby building trust and confidence among its customers.
To make up for the poor experience, the Tony Robbins team offered registrants a generous $50 off coupon that they could use towards any product at the Tony Robbins online store.
Source https://tinyurl.com/ybsawunz
Brands integrates its online platform with offline stores to offer a seamless omnichannel shopping experience. Customers have the option to browse products online, make purchases in-store, or vice versa, providing flexibility and convenience while also enhancing engagement across multiple touchpoints.
Overall, Brand's customer engagement strategies focus on personalization, interactivity, transparency, and customer-centricity, aiming to create meaningful connections with customers and drive long-term loyalty and advocacy.
