How to Remind Your Customers of Your Brand?
The COVID-19 issue hampered many businesses including online companies. At the same time, some of them such as online delivery services succeeded to leverage it. This time was great to increase customer engagement and awareness as they were cautious to spend money but open to information. B2B companies have the opportunity to remind their clients of themselves and return to the pre-crisis level of online sales. So, what should be done in this respect? Here are some tips to increase customer engagement with your B2B endeavor.
Create Great Customer Experience
You can engage your customers in different ways. The approaches may vary depending on the type of your business and the services you provide. The most common pieces of advice are:
- do research and try to realize what your B2B customers really need;
- ease the purchasing process: limit the number of clicks needed to buy from you;
- use AI and machine learning to deliver effective solutions to customers;
- compare your online purchasing with that of your competitors.
Enhance Service Flexibility
Working according to all the rules and striving for operational excellence is a good idea, but make sure that excessive observance doesn’t prevent your staff from creating great customer experience. Don’t forget that customers are the main focus of your business. Your employees directly interact with your audience and you need to teach them how to do it properly. For example, your staff should be able to handle any unusual requests or solve complicated issues. Putting clients on hold isn’t a viable strategy. You can use the period of low business activities to train your employees.
Prompt Responses Increase Customer Engagement
In the 21d century, customers get quick responses. If they fail to get a quick solution to their problem, they likely finish the purchasing process. Roughly half of the clients making online purchase abandon the process because their concerns have not been addressed. Therefore, you need to be available to provide solutions to their problems as soon as they arise. Be available when your audience needs your advice. One of the strategies to do so is to provide multichannel communication. Live chats and chatbots work best for this purpose.
Spontaneity and Creativity Matters
Surprise your customers: everyone likes it! In such a way, you show that you value them. Research their needs and propose something interesting to astonish them. Nothing can be more discouraging than dull or inert communication. Again, train your staff to provide great communication experience to your potential customers, and they will respond with loyalty to your brand. You may wish to offer discounts, make special offers or credit purchases to increase the rate of engagement. In such a way, you will remind your customers how valuable they are for your business. Always compare the perks you offer to those proposed by your competitors to outperform them.
Make Your Website More Representative
A well-designed website paves the way to success as the majority of people value visual representation. Also, people tend to pay attention to the left and top corners of the picture and then scan the information horizontally. These can help you design a representative website and improve customer experience.
Develop Distinguishing Features of Your Business
Customer experience is the core focus of every online business. Making valuable connections with clients can help you boost sales and reach success in a short timeframe. At the same time, it isn’t that easy as it may seem: you can’t afford your business to be just transactional or faceless. It should be personal and flexible. Also, you’re not restricted to be fun from time to time to get close to your customers. They prefer to get in touch in-person rather than being in contact with a nameless logo. Talking to a representative of your company in social media is one of the best alternatives. You can use first names or a funny signature while sending emails.
Playful responses in social media are also appreciated.
To sum up, if your goal is to stand out from the crowd, you need to satisfy your customers’ needs. Take efforts to make research and learn your potential customers’ habits to give them what they want and when they want it. You can use a great variety of tools such as online platforms, targeted ads or tailored content to set apart from competitors. Good luck!
Originally published 2021.01.11 , updated 2021.01.19