CUSTOMER ENGAGEMENT
Customer engagement is the ongoing cultivation of a relationship between a firm and its
customers that go far beyond the transaction. It’s an intentional, consistent approach by a
firm that provides value at every customer interaction which increases loyalty.
WHY CHOOSE TO ENGAGE CUSTOMERS
1. Enhance client relationship
Relationships are usually the pillar for many successful businesses but are tricky to maintain
in the digital world. Frequent communication with customers across different platforms aids
create harmony. Customer engagement doesn’t start and end with purchasing since clients
usually have questions throughout the process of buying.
2. Increase clients
Frequent engagement helps attract and win customers to the business. Firms have different
ways of showing appreciation to their customers through giving discounts and gifts. Clients
grow familiar with your brand when you offer relevant content that answers their questions
which leads to a significant increase in users. When users become more familiar with your
brand, it will become their first choice.
3. Improve Loyalty and keep Clients
An effective engagement strategy will ensure that you always know how your customers feel
about your product or service, the qualities that they value, and any areas of improvement
needed to provide a better experience. Showing genuine interest in your customers will make
them buy from you again.
4. Smooth purchase patterns
Customer engagement helps you organize your activities to transform and maintain leads. It
also helps one assign roles faster and with a comprehensive understanding of your sales
activity, you can simply redirect potential customers and ease the buying.
At Entwined Media Limited, we always choose the best market platforms for your target
audience and how to retain your customers.
DIGITAL MARKETING AND COVID-19
COVID 19 has not made it easy for businesses. Working from home sounds so benign right about now.
However, will this have detrimental effects on our businesses today? It’s only natural that it would
because we are dealing with a shift of focus with all stakeholders. Our priorities are changing which in
turn affects our dedication level. With this kind of changes, it’s expected that the performance of
businesses will go downhill.
With the advancement of technology, this situation can be salvaged. We can turn to digital marketing
anytime. Let’s take a deep dive into how digital marketing will salvage businesses. With the growing
usage of smartphones. Marketing on mobile phones is the most abreast approach for data and
information dissemination between businesses and their customers. With most customers been
withdrawn to their safe habitats, they will need information and what better way to communicate to
them than using digital marketing platforms?
The heart of digital marketing is having the ability to intrigue and engage audiences who are most likely
to get answers about your brand image and maybe satisfactorily fascinated to purchase what you bring
to the table. With the adoption of ‘work from home’ system, most of the customers will intensively rely
on their smartphones or PCs to be connected and to acquire information from businesses that they
hold a stake of or attracted to. Businesses could utilize digital marketing platforms to target new
customers and also to connect with the existing ones. Digital marketing is the businesses’ knight in
shining armour most especially in the midst of the COVID 19 ferment.
CORONA VIRUS A GROWTH FOR ECOMMERCE
The country has been taken by storm in the recent past following the worldwide outbreak of the coronavirus which emanated from china. The growth in a number of the suspected cases has seen a great decrease in the business model as is the norm.
E3 2020 is the latest tech conference to bite the dust in the midst of the COVID-19 coronavirus outbreak. E3 is regarded as one of the biggest entertainment expos in the world. Countries have taken major steps in a bid to curb the spread of the virus, this has seen e-commerce take the centre stage as the main mode of purchase of goods and services. Here in Kenya online stores like Jumia, Glovo, Uber eats and many others have seen a steady rise in purchases of goods. This has since proven the need for a broader e-commerce market in the country. People are almost preferring #contactlessdelivery
The best way to capitalize on a business is anticipating needs and finding a way to solve those needs. Customers have a need for various goods but the wise will anticipate their deep-seated emotional needs in this COVID 19 upheaval. The customers need to feel safe and they will try to confine themselves to their safe havens. The e-commerce business operators are well aware of this and they know this is their time to step in and save the ship. They will look to satisfy all the customers’ needs hence customer satisfaction. Customer satisfaction will eventually lead to the profitability of these businesses. You can call it a chain reaction, if you may.
At the moment ONE CORONA case has been confirmed in Kenya and the government seems prepared Health Cabinet Secretary Mutahi Kagwe officially opened a coronavirus isolation centre at Nairobi’s Mbagathi hospital, as part of government measures on preparedness in combating the deadly virus
Internet Marketing Strategies
A strong online marketing strategy will help you boost your business. These 10 digital strategies have been proven by Entwined Media to help companies in Kenya and all over the world to improve their performance.
Search engine optimization (SEO)
Pay-per-click (PPC) advertising
Content marketing
Social media
Affiliate marketing
Email marketing
Reputation management
Web desi
Conversion rate optimization (CRO)
Influencer marketing
We understand all this and #wecanhelp talk to us now
Taking a business online
So what are the key differences between a customer in a physical shop and a customer online?
Imagine you just set a personal goal for 2019 to improve your fitness, and now need new running shoes. In the offline world your journey might go a bit like this:
You visit the local shopping centre, going from shop to shop. Ultimately, you make a decision based on price, quality, returns policy, friendliness of staff, and stock availability. You process all that information, head back to the store with the shoes you liked best, and make the purchase.
When it comes to online purchasing, you’re likely to engage in four distinct stages throughout your online shopping journey. Theses principles are described in the “See, Think, Do, Care” framework, and offer a useful way to identify where a business should invest effort in connecting with customers. Let’s take a look at our shoe shopping example, while highlighting these four stages:
In the SEE stage, you notice that some of your friends have taken up running, and are posting maps of their favourite routes on their social media accounts. This inspires you to start running yourself. In the THINK stage, you get your phone and type ‘what are the best running shoes for beginners?’. This introduces you to a whole lot of online content, from blog articles to targeted ads, giving you more factors to base your decision on. Eventually, you make your purchase, which makes up the DO stage, and perhaps post a photo on social media. This last step of sharing your purchase is part of the CARE stage.
Keep in mind that customers don’t necessarily experience all four stages every time – your individual journey might begin at the THINK stage, or end at the DO stage.
Now let’s combine offline and online activities together. Imagine you are in the sport shop having just tried on the new running shoes. You get out your phone and search for them online – perhaps checking if they are cheaper elsewhere. The chances are you might buy online after visiting a physical store- an approach called ‘showrooming’.
Understanding the differences and similarities between online and offline shopping can help you create a more balanced online customer experience.
So how can you identify where to focus your efforts online? To choose the right channels, find out out who you’re talking to, when you should talk to them, and what you should talk about. This is called audience segmentation.
You can segment customers in many ways, from basic demographics like age and gender, to specific interests. For example, segmenting customers by location may benefit an e-commerce store if certain products are only available to ship to specific areas. Segmentation can also help with your online advertising; as most channels allow you to target paid advertising to specific audiences, based on information like what an audience likes or dislikes. You can also make your ads appear only to people within a certain radius of your shop or business, which can be handy when offering promotions to local shoppers.
To wrap up, when it comes to taking a business online, think about the customers and put yourself in their shoes: which channels do they use most? How do you engage differently with them online and offline?
At Entwined Media Limited, #WeCanHelp!!