{"id":22221,"date":"2022-01-10T21:01:17","date_gmt":"2022-01-10T13:01:17","guid":{"rendered":"https:\/\/www.hongkiat.com\/blog\/?p=22221"},"modified":"2022-01-10T18:16:29","modified_gmt":"2022-01-10T10:16:29","slug":"customer-engagement","status":"publish","type":"post","link":"https:\/\/www.hongkiat.com\/blog\/customer-engagement\/","title":{"rendered":"Customer Engagement Will Grow Your Business (7 Reasons Why)"},"content":{"rendered":"<p>If you\u2019ve previously administered a consumer survey, reviewed customer feedback, or been involved in a focus group, it will be no surprise to you <strong>how telling this information can be<\/strong>.<\/p>\n<p>In this article, we\u2019ll look at <strong>7 key reasons why regular customer engagement helps grow businesses<\/strong> of all shapes and sizes, and how you can make the most of your feedback and survey responses when you do receive them.<\/p>\n<div class=\"ref-block ref-block--post\" id=\"ref-post-1\">\n\t\t\t\t\t<a href=\"https:\/\/www.hongkiat.com\/blog\/emotionally-engaging-content-for-business\/\" class=\"ref-block__link\" title=\"Read More: How Emotionally Engaging Content Can Help Your Business\" rel=\"bookmark\"><span class=\"screen-reader-text\">How Emotionally Engaging Content Can Help Your Business<\/span><\/a>\n<div class=\"ref-block__thumbnail img-thumb img-thumb--jumbo\" data-img='{ \"src\" : \"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/emotionally-engaging-content-for-business.jpg\" }'>\n\t\t\t\t\t\t\t<noscript>\n<style>.no-js #ref-block-post-21444 .ref-block__thumbnail { background-image: url(\"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/emotionally-engaging-content-for-business.jpg\"); }<\/style>\n<\/noscript>\n\t\t\t\t\t\t<\/div>\n<div class=\"ref-block__summary\">\n<h4 class=\"ref-title\">How Emotionally Engaging Content Can Help Your Business<\/h4>\n<p class=\"ref-description\">\n\t\t\t\t\t\tThere's a common misconception that blogging is a simple task: you sit in front of a screen and...\t\t\t\t\t\t<span>Read more<\/span><\/p>\n<\/div>\n<\/div>\n<h2>1. Your customers pay the bills<\/h2>\n<p>Just because you spend a large portion of your time refining your business, doesn\u2019t mean you\u2019re <strong>completely objective as to the quality of your offering<\/strong>, nor does it mean you\u2019ll see every potential opportunity at your disposal. This is where your customers come in!<\/p>\n<div class=\"ref-block ref-block--post\" id=\"ref-post-2\">\n\t\t\t\t\t<a href=\"https:\/\/www.hongkiat.com\/blog\/build-customers-from-strangers\/\" class=\"ref-block__link\" title=\"Read More: Writing With Purpose Engage, Persuade, and Grow Your Customer Base\" rel=\"bookmark\"><span class=\"screen-reader-text\">Writing With Purpose Engage, Persuade, and Grow Your Customer Base<\/span><\/a>\n<div class=\"ref-block__thumbnail img-thumb img-thumb--jumbo\" data-img='{ \"src\" : \"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/build-customers-from-strangers.jpg\" }'>\n\t\t\t\t\t\t\t<noscript>\n<style>.no-js #ref-block-post-19432 .ref-block__thumbnail { background-image: url(\"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/build-customers-from-strangers.jpg\"); }<\/style>\n<\/noscript>\n\t\t\t\t\t\t<\/div>\n<div class=\"ref-block__summary\">\n<h4 class=\"ref-title\">Writing With Purpose Engage, Persuade, and Grow Your Customer Base<\/h4>\n<p class=\"ref-description\">\n\t\t\t\t\t\tSeems like a tall order, but fostering a bond with readers in just one post is all in...\t\t\t\t\t\t<span>Read more<\/span><\/p>\n<\/div>\n<\/div>\n<p>Your website visitors, social media fans, and customers have already taken an interest in what you do, therefore you have a great opportunity to learn what they think you\u2019re doing well, could be improved, or be an opportunity for you. <strong>If enough people are saying similar things, then you should consider taking action<\/strong>.<\/p>\n<figure><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/assets.hongkiat.com\/uploads\/customer-engagement\/customer-payment.jpg\" alt=\"customer payment\" width=\"800\" height=\"624\"><\/figure>\n<p>If you don\u2019t, the most likely turn of events will be that your customers will go looking for these services elsewhere. Because you\u2019ve already got the attention of these people, you\u2019re in <strong>a great position to offer them services<\/strong> they want or improve the ones you\u2019re already offering, therefore boosting their ongoing spend.<\/p>\n<h2>2. Plenty of choices online<\/h2>\n<p>As we touched on earlier, if you don\u2019t provide your customers with what they\u2019re looking for, they will most likely go looking for it elsewhere. So much so, that <strong>86% of customers<\/strong> <strong>who receive poor customer service<\/strong> from you, <a href=\"https:\/\/www.helpscout.com\/blog\/bad-customer-service-stories\/\">will quit doing business with you<\/a>. Customer service you say, isn\u2019t that just good manners? Not at all.<\/p>\n<p>Customer service is a full-cycle service that includes <strong>listening to your customer\u2019s opinions<\/strong> and ensuring their journey from browsing your services to check-out is as easy as possible.<\/p>\n<figure><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/assets.hongkiat.com\/uploads\/customer-engagement\/ecommerce.jpg\" alt=\"ecommerce\" width=\"800\" height=\"483\"><\/figure>\n<p>With all the different choices online, you <strong>have to be competitive across all areas of your business<\/strong>. Whether it\u2019s improving existing services or adding new ones, your customers are the best people to tell you whether you\u2019re keeping up.<\/p>\n<h2>3. Acquiring new customers increases costs<\/h2>\n<p>Have you ever wondered how much it costs to acquire a new customer vs. how much it costs to retain an existing customer? <a href=\"https:\/\/www.linkedin.com\/pulse\/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t\">Almost 7 times<\/a>, that\u2019s how much! So many organizations <strong>overlook their existing customer base in search of new opportunities<\/strong>, and forget that it\u2019s their existing customers who have been kind enough to give you their business.<\/p>\n<p>Now nobody\u2019s suggesting that seeking out new customers is a waste of time, but <strong>focusing on increasing your existing customer spend<\/strong> is definitely something you can use customer feedback to achieve. When the probability of selling to an existing customer is 60-70%, as opposed to 5-20% for new customers, you would be mad not to.<\/p>\n<h2>4. Reviews can make or break you<\/h2>\n<p>The sad but interesting truth about <strong>online customer feedback<\/strong> is that for each negative review of your service you receive online, this review will reach <a href=\"https:\/\/www.helpscout.com\/75-customer-service-facts-quotes-statistics\/\">around twice as many people<\/a> as compared to a positive review.<\/p>\n<div class=\"ref-block ref-block--post\" id=\"ref-post-3\">\n\t\t\t\t\t<a href=\"https:\/\/www.hongkiat.com\/blog\/negative-product-reviews\/\" class=\"ref-block__link\" title=\"Read More: Effective Strategies for Managing Negative Reviews\" rel=\"bookmark\"><span class=\"screen-reader-text\">Effective Strategies for Managing Negative Reviews<\/span><\/a>\n<div class=\"ref-block__thumbnail img-thumb img-thumb--jumbo\" data-img='{ \"src\" : \"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/negative-product-reviews.jpg\" }'>\n\t\t\t\t\t\t\t<noscript>\n<style>.no-js #ref-block-post-14705 .ref-block__thumbnail { background-image: url(\"https:\/\/assets.hongkiat.com\/uploads\/thumbs\/250x160\/negative-product-reviews.jpg\"); }<\/style>\n<\/noscript>\n\t\t\t\t\t\t<\/div>\n<div class=\"ref-block__summary\">\n<h4 class=\"ref-title\">Effective Strategies for Managing Negative Reviews<\/h4>\n<p class=\"ref-description\">\n\t\t\t\t\t\tEvery entrepreneur faces the challenge of dealing with negative reviews of their company's product. These reviews don't necessarily...\t\t\t\t\t\t<span>Read more<\/span><\/p>\n<\/div>\n<\/div>\n<p>With this in mind, you need to make sure you\u2019re using customer feedback to pre-empt negative reviews about you online.<strong> The customer feedback you receive needs to be acted upon<\/strong>; otherwise, you\u2019ll be facing a growing amount of negative feedback you won\u2019t be able to manage.<\/p>\n<figure><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/assets.hongkiat.com\/uploads\/customer-engagement\/customer-review.jpg\" alt=\"customer review\" width=\"800\" height=\"727\"><\/figure>\n<p>However, it\u2019s good to keep in mind that if someone does post negatively about you online, 51% of these people will react positively to you if you directly address their feedback.<\/p>\n<h2>5. Make use of your opportunity<\/h2>\n<p>Did you know that 79% of people who <a href=\"https:\/\/www.oracle.com\/us\/products\/applications\/cust-exp-impact-report-epss-1560493.pdf\">provided negative feedback<\/a> to a company had their feedback ignored? Ouch, that\u2019s a lot of grumpy customers. As an organization, this is a major opportunity for you to outplay your competitors and provide a far greater service.<\/p>\n<p>Sure the aim is to avoid negative feedback, but that will come when you listen to your customers through regular <a href=\"https:\/\/www.surveymonkey.com\/\">email based surveys<\/a>, use of a customer feedback tab on your website, and implementing a strong website conversion review across your site.<\/p>\n<h2>6. It takes time to get those sales<\/h2>\n<p>Surprisingly, only 30% of first-time website visitors make a purchase on <a href=\"https:\/\/www.hongkiat.com\/blog\/ecommerce-website-tips\/\">e-commerce sites<\/a>. This may shed light as to why this user group only spends around 2.5 minutes on a site, whilst returning visitors spend over 5 minutes.<\/p>\n<p>Nevertheless, <strong>don\u2019t get discouraged if you notice your website visitors are not making a purchase the first time around<\/strong>.<\/p>\n<p>If you\u2019ve got things right, there is a strong chance they\u2019ll be back and will make a purchase if your check-out process is easy to navigate. With drop-out rates during check-out generally going through the roof on most sites, this is a major point of focus where customer surveys and <a href=\"https:\/\/www.hongkiat.com\/blog\/ab-test-results-case-studies\/\">usability studies<\/a> can help out.<\/p>\n<h2>7. Use your collected data<\/h2>\n<p>It\u2019s amazing to see that so many organizations do the right thing and collect customer feedback, yet fail to use that feedback data in their businesses.<\/p>\n<p>Sometimes it can be unpleasant or costly to recognize what you\u2019re doing is not quite right, but <strong>remember just how much of a difference a small change can make to your bottom-line<\/strong>.<\/p>\n<figure><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/assets.hongkiat.com\/uploads\/customer-engagement\/customer-data.jpg\" alt=\"customer data\" width=\"800\" height=\"607\"><\/figure>\n<p>Regular customer feedback is an affordable business tool you can use to bolster your marketing and service offerings. So next time you see something negative happening with your website performance, sales, or online reviews; ask yourself, how can I change this trend and offer a better service to my customers?<\/p>\n<p>The answer? <strong>Listen to what your customers are saying and act on that feedback as soon as possible.<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>If you\u2019ve previously administered a consumer survey, reviewed customer feedback, or been involved in a focus group, it will be no surprise to you how telling this information can be. In this article, we\u2019ll look at 7 key reasons why regular customer engagement helps grow businesses of all shapes and sizes, and how you can&hellip;<\/p>\n","protected":false},"author":282,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3407],"tags":[1483,2109,1953],"topic":[4523],"class_list":["entry-content","is-maxi"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Engagement Will Grow Your Business (7 Reasons Why) - Hongkiat<\/title>\n<meta name=\"description\" content=\"If you&#039;ve previously administered a consumer survey, reviewed customer feedback, or been involved in a focus group, it will be no surprise to you how\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hongkiat.com\/blog\/customer-engagement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Engagement Will Grow Your Business (7 Reasons Why)\" \/>\n<meta property=\"og:description\" content=\"If you&#039;ve previously administered a consumer survey, reviewed customer feedback, or been involved in a focus group, it will be no surprise to you how\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.hongkiat.com\/blog\/customer-engagement\/\" \/>\n<meta property=\"og:site_name\" content=\"Hongkiat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/hongkiatcom\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-10T13:01:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/assets.hongkiat.com\/uploads\/customer-engagement\/customer-payment.jpg\" \/>\n<meta name=\"author\" content=\"Paul Dunstone\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@hongkiat\" \/>\n<meta name=\"twitter:site\" content=\"@hongkiat\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paul Dunstone\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/\"},\"author\":{\"name\":\"Paul Dunstone\",\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/#\\\/schema\\\/person\\\/28a2b3ba3d9cde268768f398d638a07b\"},\"headline\":\"Customer Engagement Will Grow Your Business (7 Reasons Why)\",\"datePublished\":\"2022-01-10T13:01:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/\"},\"wordCount\":946,\"commentCount\":11,\"publisher\":{\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/assets.hongkiat.com\\\/uploads\\\/customer-engagement\\\/customer-payment.jpg\",\"keywords\":[\"Business\",\"Entrepreneurs\",\"User Engagement\"],\"articleSection\":[\"Startups\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/\",\"url\":\"https:\\\/\\\/www.hongkiat.com\\\/blog\\\/customer-engagement\\\/\",\"name\":\"Customer Engagement Will Grow Your Business (7 Reasons Why) - 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