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Recently the small business marketing world has been buzzing with the importance of retention platforms for small business growth. It’s becoming more and more important to pay attention to customer retention if you own a business and strategic customer engagement is key to better ROI.
Strategic customer engagement plays a key role in keeping your customers happy and coming back to your business time and time again. How do we know it’s the reason businesses actually grow and what kind of strategic customer engagement has this effect?
Well for starters, 91% of your customers are checking their email on a daily basis. That means that sending out engaging emails is key to strategic customer engagement – email marketing can be annoying but it can also be exactly what compels a contact to book business with you again… and again… and again. You need to be where the eyeballs are – in this case, anything engaging and timely on mobile is a good idea.
Mobile marketing doesn’t just apply to emails – an even more obvious approach to tread carefully through in strategic customer engagement is text. Did you know that 98% of consumers not only check their text messages but read them within 2 minutes of opening them? That statistic promises instant visibility for you and your business. It’s important not to over spam or send texts to contacts that aren’t expecting them from you – but using key historical customer information can grab attention faster and turn a former customer into a current one with the click of a button.
Another place to engage with your customers is through social media. Why is it so important to have a presence on social media sites? Because 71% of consumers check at least one of their social media accounts daily. There are ways to connect for free and organically on various social media sites that can give you huge value in record time that you won’t experience through other media.
If nothing else, the statistics show us that you lose almost 100% of your customers when you are not actively engaging with them. This means that you could lose most of your business revenue, simply by not engaging with your past and present customers. The question then, is, why wouldn’t you want to connect with your customers after your first service if you know that’s what brings them back for more?
The answer is pretty simple. 90% of business owners don’t realize they aren’t engaging with their contacts effectively or they don’t know what to do. They expect that if customers need them they will just call them again. They don’t know the statistic that 85% of them have used different service providers in a calendar year for the same service. They are going to the competition.