In a highly competitive business scenario, customer engagement is a key factor in building and maintaining a competitive edge. Customers' decisions are no longer exclusively based on price points and features. Rather, they expect reliable experience from brands.
Presently, mobile phones have become ubiquitous and are proving to be a one-stop-shop for fulfilling a host of customer needs and wants. Mobile adoption is increasing, together with the time spent on mobile phones. Businesses and brands are looking for innovative ways to engage customers on their mobile phones and thus mobile strategies becoming a mainstay in marketing strategies.
However, building a modern customer-centric and engaging experience is a daunting task for businesses. It requires serious thinking and strategizing. Here are the top industry-proven ways for businesses to increase customer engagement :
1. Making communication hyper-personalized
Personalization is one of the top ways to engage with prospects and influence them to buy. Brands and businesses should start using data to segment and target personalized recommendations, offers, and messages to increase conversion rates, sales, and loyalty. Personalization has gone beyond the name; now it includes offers, content, interactions, needs, and behaviors of individuals. In a move to achieve hyper-personalization, businesses should embrace disruptive mobile automation platforms like moLotus to send highly individualized, automated, and interactive content to their customers for better engagement.
2. Transforming buying processes
Studies show that 78 percent of consumers today shop across multiple channels, from online and mobile to in-store. 31 percent of consumers research a product on their mobile device before buying it in-store, while 40 percent of consumers research a product from their smartphone before purchasing it online. (Source: Bizibl Marketing)
Given the growing importance of mobile in the buying process, brands should resort more to online promotion. They should leverage innovative marketing platforms like moLotus in order to send specific and contextual product information to mobile phones at the right time. moLotus allows businesses to proactively drive suitable conversations with customers by offering multiple interaction options like SMS, call back and click URL leading to higher engagement.
3. Offering rewards to loyal customers
Customers are more than happy to reciprocate when the brands provide them with something they like. Brand marketers should reward loyal customers with special offers, discounts, or coupons and in return request them to leave reviews. They can use moLotus special capabilities for creating reward campaigns like mRedeem. Interestingly, moLotus’ mContest runs hassle-free, cheap, and fast contests for subscribers with superior response and engagement.
4. Digitizing customer service
Moving from traditional support and service to digital can be seen as a key driver for digital transformation. Live chat platforms like ZenDesk Chat, LiveChat, and acquire.io are quite convenient for serving web-browsing customers. For superior engagement, it is worthwhile to observe how moLotus has revolutionized the way brands serve their customers. The ‘Rate-it’ capability of moLotus guarantees real-time ratings and feedback for different service issues to the brands enabling them to analyze and improve upon. moLotus automation has minimized the call center headcounts resulting in lower overheads and giving a competitive edge. Customer service chatbots also offer an exciting opportunity for businesses. They can slash their contact center costs and improve engagement at the same time.
5. Taking advantage of big customer data for engagement
Businesses are in an interesting position. On one hand, they already possess huge amounts of customer data in their systems. On the other hand, most businesses are still struggling to analyze and transform that data into meaningful insights. The application of predictive analytics will lead to massive payoffs, especially in terms of engagement and profitability. Businesses can transform the vast array of structured and unstructured data into enriched customer profiles via advanced analytics tools like Hubspot, moLotus, Marketo, etc. moLotus with its rich advanced analytics features can prove to be a game-changer.
The bottom line
Next-generation marketing strategies stated above offer a real opportunity for businesses & brands to engage their ever-demanding customers in a challenging landscape. A customer experience reformation would certainly yield business transformation. Businesses that digitally transform customer engagement will experience the biggest upside.