Did you know that 66 percent of customers expect brands to understand their wants, needs, and preferences? In 2022, engagement is more than just consistency with posting to your social media channels. It’s going above and beyond to ensure customers feel not only heard but also understood.
So, how can your business increase client engagement? In this article, we’ll explore top tips to increase client engagement. But first, let’s take a look at what client engagement is and why it’s so important.
What is client engagement?
Think about the last time you felt truly loyal to a brand or service. What was it that made you keep coming back? In most cases, it wasn’t just the quality of the product or service – it was the level of engagement you felt with the company.
Client engagement is all about creating a connection with your customers. It means getting them invested in your brand and making them feel like they’re part of something larger. When done correctly, client engagement can result in passionate brand advocates who are more likely to stick around and spend money with you.
The most important outcome of client engagement is that it builds trust. When customers feel like you’re listening to them and care about their needs, they’re more likely to believe what you have to say. This creates a bond between customer and company that can be extremely valuable.
And, if customers begin to trust you and depend on what you have to offer, they’re far more likely to recommend you to their friends and family. Cha-ching! There’s your next simple paystub.
What does client engagement look like?
Client engagement isn’t just about getting the client’s buy-in on a project or initiative. It’s also about maintaining an open line of communication, being responsive to their needs, and keeping them updated on your progress.
There are many ways that client engagement shows up in your work life. It might mean going above and beyond to meet the client’s expectations or ensuring that you’re always available when they need you. It can also mean:
- Keeping your promises
- Being proactive and anticipating their needs
- Being honest and upfront about any potential problems or delays
- Analyzing client data and feedback to improve your services
- Going the extra mile to create a great experience for them
These are all important factors in maintaining a positive, productive relationship with your clients. They aren’t going to write that 1099 form if your engagement is lackluster!
Our top tips for increasing client engagement
We all want client engagement to happen organically as our business unfolds, but it requires a fair bit of effort to get things going in the right direction. Here are some tips that should help increase engagement with your clients:
1. Get organized and keep communication flowing.
This is one of the oldest tricks in the book: communicate consistently with your clients in order to keep them in the loop. Whether it’s through a weekly email update, posting updates on your website or blog, or just picking up the phone to give them a call, staying connected is key.
A great example of an engaging company is Netflix. Their social media channels are consistent, catchy, and incredibly audience-relevant. In order to have a strategy like theirs, you need to plan out your content in advance and map out when you’ll post it. This ensures that communication is constant, and your clients always have something new to look forward to.
2. Keep things fresh and interesting.
No one wants to feel like they’re being talked at or bombarded with information – especially your clients. When communicating with them, mix things up and keep it interesting. Share articles that are relevant to their interests, post pictures of your work in progress, or even just shoot them a quick progress update now and then.
3. Take the time to listen.
When it comes down to it, your clients don’t need fancy flower arrangements or expensive gifts to feel appreciated. They simply want to be listened to and see evidence of your attention.
Be sure to take the time to read and reply to their emails, not in a generic way, but by addressing their specific points. Don’t just fill them out on autopilot like your annual W-2 forms!
4. Get personal.
People like to feel special, and your clients are no exception. Take the time to learn a bit about them – their likes, dislikes, and interests. This information can be used to personalize your communication with them, making them feel appreciated and valued.
5. Keep it professional.
While it’s important to get personal with your clients, you also need to maintain a level of professionalism at all times. This means keeping your tone polite and respectful and always acting with Integrity. After all, you want to be seen as a credible source of information and advice.
6. Reward loyalty.
This one’s a no-brainer: reward your clients for their loyalty by offering them exclusive deals, sneak peeks at new products or services, or even just a simple thank-you note.
This also means going the extra mile to understand your clients’ needs. Sometimes, it might even mean referring them to another service provider if you don’t offer what they need.
Showing your appreciation will make them feel appreciated, and may just result in more business from them in the future.
Client engagement can be tricky, especially when you’ve got other tasks to fit into your busy schedule and hardly enough time to breathe. But it’s important to make the effort, as engaged clients can lead to better work and more referrals.
Remember that clients simply want to be listened to; they want to know that you’re interested in their thoughts and feelings and that you’re taking their business seriously. Good luck!