This webinar will show you how customer engagement leads to tangible business benefits, can lead to further revenue-driving initiatives such as customer advocacy, referral marketing, and more. We also share tactical tips and strategies for initiating and optimizing a customer engagement strategy.
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Speakers + pics
Joshua Ho
Tech
Entrepreneur,
Referral Rock
Brian Merritt
VP Customer
Success,
Trustpilot
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We help people buy with
confidence
Sharing experiences builds
trust and transparency
We help companies
harness the power of
reviews
About Trustpilot
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About Referral Rock
Referral Marketing
Automation
Software
Leverage Customer
and Partnership
Base
Increase Revenue
Small and Medium
Businesses
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Connects
You To Your
Customers
Helps You
Understand
Your Customer
Improves
Success In Future
Programs
That Leverage
Customers
Creates a lasting
impression
and differentiates from
competitors
Why Is Customer Engagement
Important?
Customer
Engagement
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Ask For Feedback
Emails
Surveys
Customer
Interviews
Phone Calls
Ratings
Product
Reviews
How to engage with your customers
Service
Reviews
- Each type of feedback is different -
understand why you’re using a specific
collection method.
- Make sure you’re asking the right
questions, whether you’re collecting a
survey or asking for a review.
- Test feedback collection methods to
optimize your response rates.
- Use reminders often
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Responding To Reviews
1. Never argue.
Take note of the feedback and
respond professionally.
2. Don’t go into unnecessary details.
Focus on finding a solution.
3. Value positive and negative reviews.
All review warrant a response.
4. Remember, replies are public.
Be careful of what you say but be
happy to share a positive interaction.
5. Always thank your customers.
Finish on a positive note!
How to engage with your customers
An example from Thriftbooks
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Revamping & Optimising Your
Social Media Channels
● Use eye-catching
images
● Optimize images for
all platforms and
devices
● Share video content
● Be brief!
● Include hashtags
and usernames
whenever possible
MADE.COM‘s
Pinterest Page
Trendy Butler’s
Facebook Page
How to engage with your customers
● Include clear CTAs
● Know your
audience
● Boost your posts
with sponsored ads,
and ensure you’re
targeting the right
audience.
● Tell a story
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Creating an experience across
multiple channels
How to engage with your customers
Focus on the first
impression
Meet your customers at
face-to-face events
Create a seamless
user experience
on all devices
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“”
Engagement optimizes Customer
Marketing
● Strong customer engagement primes your customer for future marketing initiatives.
● Set expectations, and exceed them every time
● Start with the experience. Great customer service drives loyalty.
How to engage with your customers
Customer marketing is all about building marketing
activities that drive retention, loyalty, advocacy, growth, and
community participation for current customers.
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How to reach out directly
● Have a great reason.
Why you are contacting the customer matters
● Personalize your message.
Make your customer feel special while
differentiating your brand.
● But don’t be creepy.
Going overboard with personalization can be a turn
off.
● Start with an incentive.
Offer discounts, reviews, exclusive content, sneak
peeks of new products.
● Finish with an ask.
Don’t forget your CTA.
● Always be branding.
This is a great opportunity to reinforce your brand.
How to engage with your customers
Personalize your message but don’t go overboard.
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Thinking Outside The Box
● Send handwritten thank you notes
● Consider adopting a referral or
loyalty program
● Organize competitions and
giveaways
● Invite customers to events
● Give freebies to existing, loyal
customers
● Personalize your packaging
● Celebrate your brand advocates
and team on social media
● Contact your customers via
direct mail marketing
How to engage with your customers
A handwritten note from Boxed.com
Free samples
with every
Boxed.com order
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Improves Retention & Loyalty
How customer engagement can help you
76%of consumers say they view customer service as the true test
of how much a company values them.
http://www.parature.com/13-customer-service-statistics/
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Makes Customer Advocacy Easier
How customer engagement can help you
90%of Facebook users says being a fan of a brand has had a
positive impact on their recommendations to friends.
http://appdataroom.com/statistical-argument-customer-advocacy-infographic/
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Makes Referral Marketing Programs
More Successful
● Directly engaging with your customers boosts your brand image and increases
customer trust.
● Authentically interacting with a customer encourages referrals.
● A great customer experience gives a memorable story to tell.
How customer engagement can help you
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Makes You Stand Out
● Sharing personalized, customized content with your customers makes you look like a brand that cares.
● To differentiate yourself, always work harder.
How customer engagement can help you
60%of consumers today have higher expectations for
customer service now than they did just one year ago.
http://www.parature.com/13-customer-service-statistics/
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Helps Your Team Relate To Your
Customers
● Customer engagement allows your team to better understand your customers’ needs, the
way they think, and interact.
● The closer your team is to your customers, the better you can communicate
● Customer engagement allows your team to continuously improve the customer experience
● Understanding the insights and nuances to your customer makes your customer feel like
you “get them”.
How customer engagement can help you
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Referral Rock provides a referral automation software that enables businesses to unlock potential
referrals
Helps You Unlock Customer Referrals.
EASY TO MANAGE
Design, build and host referral
programs
Integrates directly with existing
business processes
Ecommerce - Email
marketing
Direct sales - Services -
CRMs
Fulfill rewards and manage
program members
Coupons
Gift Cards
Paypal
Did you know that 83%
of customers are willing
to refer a friend after a
positive experience, but
only 29% do? Referral
Rock helps you get more
business using the
influence of your own
customers and partners.
BUILT-IN REFERRAL MARKETING
BEST PRACTICES
Dual sided incentives
Personalised links/codes to
share
Social sharing
Branded emails
Automatic notifications
Josh
Make sure the content you share is updated, your brand identity is clear and defined, and your message is positive
Encourage customer advocacy with offers, discounts, vouchers
Josh
Brian
Brian
Customers are looking to build human relationships with the brands they buy from
The way businesses treat their customers can have a massive impact on retention and loyalty
Loyal customers are customers who feel cared for. Learn to listen to your customers and their needs in order to exceed their expectations and turn them into loyal clients.
Brian
To facilitate customer advocacy, your business needs to find a consistent way to connect with customers.
Customer engagement impacts your relationship with customers. If handled well, customer engagement can have a positive impact on what your customers think of you, which will boost the chances of turning your customers into brand advocates.
Josh
Josh
Surprising customers with a new experience is a great opportunity for your business to engage with your customers as much as possible and build a real, trusted relationship with them. This will really make the difference when they have to choose between you and the competition.
Do more. Make it special. Be the brand that goes above and beyond that understands its customers. Be the best experience.
Josh
Your team wants to feel connected and know they make a difference. It’s a win win for customers and a happy team.
Brian
Brian
Trustpilot is a global online review community that builds trust and transparency between consumers and businesses. By empowering businesses with a platform to directly engage with their customers, Trustpilot has set new global standards in the value of trust. With 160,000 businesses reviewed on Trustpilot, over 30 million reviews, and 72 million visitors a year, Trustpilot has become the global consumer community powering trust and business insight through genuine and authentic feedback. Trustpilot has created a global consumer community that spans over 65 countries, driving businesses to continuously improve operations, increase customer satisfaction, and further innovation. By connecting consumers and businesses, Trustpilot has turned trust and reputation into a business priority that serves the consumer.
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