24 Jan Engaged; what does it mean to your customers?
Do you engage with your audience?
By this, we mean do you speak to them…like really speak to them?
Here at PA Today we work with a wide range of wonderful businesses, and in my time I have also become familiar with a vast array of small businesses rocking their sector. These people are experts in their field, they provide value and skill for their customers and deliver fantastic results, but how are they doing it?
One word; engagement.
These businesses are successful because they are putting the needs of their customers at the heart of what they do and,….this is the important bit…they are being clear that this is what they are doing.
Whether this is seeking customer feedback and actively responding to it, launching new products or services (and being transparent about what the features and benefits are), or holding more specific engagement activities such open events or webinars to give an overview of what they can deliver for their customer.
They are putting the customer right in the centre of their universe; exactly where they should be.
When was the last time a service provider took an in-depth interest in your wants and needs? Perhaps when you bought your last car, attended a work-based training session or spoke to a travel agent about your holiday aspirations?
Perhaps you have suffered from poor service by a provider because you felt that you weren’t listened to or your needs weren’t catered for? By thinking about what went wrong in these circumstances you can begin to see how a lack of engagement really can turn a customer away from a potential or repeat purchase.
So are you actively engaging with your audience? Are they clear on what you provide, do they know how to give you feedback or suggest new product developments? Finally, are you transparent with your loyal customers about where your business is heading and the exciting aspects that they can benefit from in the future?
Put yourself in your customers shoes, listen to their needs and actively engage. You will be amazed by how this will impact on your customer loyalty, and your own business fulfilment.