February 2023
Stop the Brand Switch: How to Keep Customers Engaged with Your Brand
The best thing you can do for your business is keep your customers happy, especially right now. Brand switching has become common during the cost of living crisis as customers make the leap to more affordable options or cut out certain services completely.
The importance of the happy customer can’t be understated right now. Customers need to feel valued, and they need an option that’s worth what they’re paying for. If they have an issue with the service it needs to be resolved quickly, or you could find yourself as one of the brands caught up in the brand switch.
There are some simple ways to keep customers happy and keep in contact should they need you quickly, let’s take a look…
Get on Social Media
Providing a contact form on your website is one thing. Having a contact number can already put you ahead in the game compared to some brands that make it incredibly difficult for customer to call up. But the ultimate method of contact, even after all these years, is social media. It’s where the majority of your customers are, and where potential customers may be.
Social media is an important engagement tool with customers. It allows you to harness positive sentiment about your brand while also giving you the opportunity to engage with and resolve negative sentiments. Being open and honest with that customer feedback will show transparency and understanding.
With social media integration your team will easily be able to engage with your customers through your CRM, so there’s no time like the present to get your brand on social media.
Be Open to Feedback
Try to see things from a customer perspective. They’re struggling with everything just as much as you are right now and want to get the most out of the services they’re paying for. So if a lot of customers are talking about the same issues with your services or brand, now might be a good time to listen. The last thing you ever want to be is the brand that shouted back at customers publicly, so be wary of that once you’re on social media.
Instead, gather customer feedback and use that to improve your services to show that you’re listening. Be patient and listen, and customers will be patient in return while you implement those changes and improvements. A speedy resolution to customer complaints and feedback like this can turn into great publicity for your brand.
Stay On Top of Organisation
Ensuring everything is going smoothly on your end is the best way to ensure a smooth customer journey with your brand. With a cloud-based CRM you can have the freedom to work with a remote team in many different locations. This is a great solution to increase productivity and the scope of your business, however there is potential for some disorder. So, you need to keep in contact with your team and ensure things are going well – keep each other in the loop.
With a bespoke CRM operating at the heart of your business, you can gain full control of productivity with workflow management. You can build your workflow around your customer’s needs and your staff’s skills and availability. That way everyone stays on the same page and you can be sure that tasks will be completed without complication, in a timely manner.
Ready to Keep Customers Engaged?
Are you ready to implement some simple changes to your brand to keep your customers happy? With just a few tweaks to your approach to customer feedback and engagement, and some behind the scenes organisation improvements you could see improved customer retention even in trying times. So why not try a bespoke CRM with built-in functionality that allows you to put customers first?
Are you looking for a bespoke CRM solution that’ll keep your customers happy? Get in touch to request a demo or take a look through our website to find out more about Lunar CRM.