Best Practices for Consumer Engagement 2015

content-and-social-media

7 Things to Know Before Engaging with Your Customers

1. Customers are smart and they have a wealth of Google-able knowledge at their finger tips.

When engaging with them, give them crystal clear, honest and transparent feedback. 

2. Consumers are cynical, skeptical and have no fear posting or sharing their dissatisfaction.

Aim to educate, enlighten and inspire without spamming or turning them off with too much “marketing”. Try a tone that is humble, friendly yet confident about your unique value proposition.

3. They want answers quickly. In a fast-information world, we must respond quickly and swiftly to avoid a crisis, because information can be shared at the click of a mouse or press of a button.

In a 24/7 world of communication answer customer emails and Facebook questions everyday. Don’t make them wait.

4. Customers go to friends, family and other customers for information. It’s not easy to “interrupt” that conversation, especially when what they are sharing is misinformation.

According to Shoutlet, a social listening research firm claims 95% of millennials say that their friends are the most credible source of product information.

Do your best to gently bring them sources of information that they can trust. Building trust is the best thing you can do when connecting with your consumers. 

5. Consumers don’t trust branded content. Especially advertised branded content. Especially blatant “spammy” content.

As a brand you have to be very careful how you speak to consumers or you will turn them off. Review copy and messaging to make sure you aren’t just “selling” product but sparking a conversation and answering their questions.  

6. Consumers want to keep it simple. Your messages must be simple and easier to understand and important to them.

7. You also need to be exactly where they are, when they want you. On their phones, tablets and at every point-of-purchase. Preferably with a great offer. Convenience is everything. If you haven’t seen Dash from Amazon, check it out now.  https://fresh.amazon.com/dash/

device-amazon-dashAmazon Dash. Just brilliant.