2 Simple Steps To Increase Customer Engagement
When it comes to developing lasting relationships with your customers, clients and guests, it’s all about creating engagement. Engagement is the term we use to describe how connected your customers feel to your business, company and brand and this usually begins with their relationship to your people.
Where does the relationship begin? Like any relationship, it begins with an introduction. It begins with names- yours and theirs.
So, here are the two steps for engagement.
Step 1. Say your name.
When greeting a client, introduce yourself by name. While this seems second nature for in-person contacts, it’s something that is often neglected on the phone.
Why this works
Introducing yourself to callers helps create an identity and a bond. It takes the relationship to another level, focussing on connecting person to person as opposed to customer to service provider. Self -introductions make it personal and set an inviting tone for friendly communication.
Telling callers your name is also a simple courtesy. Your callers deserve to know who they’re speaking with, even if only for the few seconds it takes to transfer the call. Recognizing this courtesy sends an implicit message that you value the relationship.
Consider this, if a caller has to ask you for your name, you have already neglected a key duty to make them feel welcome.
Step 2. Say their name.
After you have introduced yourself to the caller, ask for their name and use their name periodically throughout the course of your conversation.
Why this works
One of the best ways to develop a bond with another person is to use their name in conversation. The reason for this is simple: people generally like to hear the sound of their own name. It makes them feel good, it’s affirming and it tells them that you see them as a real person, not just a random customer.
This is a particularly helpful technique when dealing with difficult customer situations when customers are angry or upset and can help to effectively de-escalate a customer’s reaction. Again, when on the phone, there exists a high level of anonymity which, for some, can give them permission to say things they wouldn’t say face to face. Personalizing your communication helps to reduce the anonymity and curb aggressive behaviour.
Simple as they are, both of these steps, when used in combination with other strategic customer care practices, will help you to create positive lasting impressions and produce high levels of engagement with your customers. Is your company consistently doing this? Forward this to your team members and start a conversation!