Electronic commerce or ecommerce may be thriving at present, but it doesn’t mean that all attempts to start that kind of business will be successful. As trends change, so do the behavior of consumers who are more adamant than ever to deal with brands that can remain true to their promise. Your online business needs to connect with customers if you want to survive the battle of brand engagement.
What Is Brand Engagement?
Nowadays, it’s not simply your customers’ awareness that’ll help you remain afloat in the world of ecommerce. It’s more important that they have an emotional commitment to your brand. This is what you can call brand engagement—your audience stays loyal while promoting your business by means of word-of-mouth marketing. When a buyer is attached to your brand, they will keep on buying and most likely recommend your business to others.
If you’re just starting out as an ecommerce brand, you might find it challenging to engage with your customers effectively. It could be that you’re unable to reach them in an efficient manner. Another possible reason is that you’re reaching out but your efforts aren’t good enough to make an impact. If you’re faced with such a predicament, you can look for marketing solutions such as how brand engagements with Greenfly work. If you can afford it, it’s best to get the services of a professional so you can expect a better turnaround for your marketing activities.
Engaging With Unhappy Customers
You may think that it’s a bootless errand to chase unhappy customers, especially since not all dissatisfied buyers send feedback whenever they’re disappointed with a product or service. What they do instead is express their dismay to their friends, family, colleagues, and even neighbors. That’s even worse than any business owner can hope for.
So how will you know if customers are unhappy with your brand? One surefire way to get this information is by providing surveys for them to answer each time a transaction is made. You can send the forms via email, and customers can review the product or service anonymously. When you already have an idea as to what’s causing their disappointment, you can redirect your strategies in improving what needs to be refined. Surveys are also a good strategy to find out what your customers want and how you can serve them better.
To make the encounter more personalized, you can send an update to customers who took the survey and answered that they’re not satisfied with the brand. You can let them know that you’re taking their thoughts and comments into consideration and that you’ll do your best to amend them immediately. Not only will this give hope to the customer, but it’ll also make them feel valued and that their suggestions truly matter to the company.
Tap Into The Power Of Social Media
Since the emergence of most things digital, it’s not surprising that most of your customers are on social media. They love the notion of interacting virtually with everyone around them, and that includes their favorite ecommerce brands and businesses. Take advantage of this trend by tapping into the power of social media on a higher level.
Personalize your customers’ engagement with your brand by always making sure that their messages and comments are answered in a swift manner. You can also make use of content marketing that allows you to reach your audience through different platforms and types of media.
To get the most of social media and its staying power, here are some tips you can use:
- Consistently post at least once a day to track the engagement you’re getting for each post you make.
- Create videos and images that focus on emotional attachment.
- Be creative. Stay updated on the latest trends in social media marketing so you can apply them to your ecommerce business.
The world of social media has drastically turned into a digital marketplace, and it’s the perfect way to introduce your brand, gain customers, and eventually have successful brand engagement with them.
The key to maintaining engagement is to be authentic in all aspects of your business. Tell a story each time you reach out to your customers. Make them realize that behind the brand, real people keep the business going. Be real and realistic at the same time.
Being authentic also applies to serving your customers better. If you want to give them the best experience, make sure you’re always willing to go the extra mile even when they’re not asking you to. In the end, they’ll see that your brand is worth every penny they spend and the amount of loyalty they invest.
Brand engagement can be successful despite the heavy competition in the world of ecommerce. You can make it happen by engaging with unhappy customers and trying your best to make up for the aspects of your company that they’re disappointed with. There’s also the power of social media you can tap into. Lastly, stay authentic in every step that you take for your business.