The Importance of Client Engagement
There are many similarities between Client Engagement and Client Satisfaction, however Client Engagement is slightly more nuanced and extensive than purely the measurement of how satisfied a client is with certain criteria. In-fact Client Satisfaction and the measuring of it, is part of measuring Client Engagement, however Engagement also gauges significant other factors such as how likely they are to recommend or reuse you or your services, how likely they are to invest in or trial new services and how receptive they are to your communications.
Social Media can be an excellent tool for engaging with your clients as it’s can allow you to instantaneously connect to and share information with anyone within your various networks and channels. You’re also able to interact with content that clients and other people in your network post, which can further boost your engagement. However, you’re limited to by which of your clients have social media as well as those who chose to use it and connect with you.
The premise of improving your Client Engagement is simple; you need to build and maintain positive relationships with your clients. The exact methods can be more complicated and will vary depending on different types of businesses, clients and circumstances. Some general ways you can aim to improve engagement with your clients is to plan and develop strategies by utilising social media to communicate and engage with clients online, you can also do mailouts and newsletters to keep clients updated or even go as far as to hold events to build networks and relationships between clients. In most cases its more beneficial to use an expert, such as Enquir3, to perform an audit to identify exactly what are the best methods to improve your engagement in your circumstances. Enquir3 are also able to use their specialist tools and knowledge to develop campaigns for increasing Client Engagement on your behalf.
There could be many reasons why your clients aren’t satisfied with your services or have low engagement with your outbounds. The predominant issues we find are companies having little to no outbound content or communication which has several consequences including your clients forgetting you exist or feeling like they aren’t important to you.
The most effective method for measuring Client Engagement is to commission a third party to investigate your client relationships and communication as they will be unbiased and able to gather honest, transparent results, whereas if you go directly to your clients they may not be entirely honest or direct about your company and services. In the case that you are commissioning specialists, such as Enquir3, they will also have developed tools and processes to best measure Client engagement and identify key strengths and weaknesses.
Highly engaged customers and clients can be your most valuable assets as they tend to buy more, promote more, and demonstrate more loyalty. These factors are important for business growth as it can increase revenue on a long-term basis without dramatically increasing overheads. Happy and satisfied clients will also be more likely to shout about you or recommend you to others, giving potential for more lead generation without having to invest into marketing.
Client Engagement is the overall quantifiable measure of the relationship between a business and its clientele. To have a good level of Client Engagement would mean that communication between company and client is positive and frequent.
Enquir3 Client Engagement Process
Marketing Automation refers to technology that can be used in order to carry out marketing tasks with little or no human input. Examples of such processes can be posting content to social media, sending mailouts or other website actions or updates. Enquir3 has developed the Testimonial Processing and Publication (TPP) process which automates the process of collecting feedback and referrals and provides the functionality for feedback and the follow-up process to be initiated automatically. This self-service tool allows your business to fully manage the system and referral process yourself. If you do need additional support, take a look at our entry level Audit and the full Client Satisfaction Plus options.
We are happy to say that we have a WordPress Testimonial plugin which allows you to display recent promoted testimonials in a responsive slider, alongside total feedback statistics such as the total amount of client recommendations. It’s very easy to install and use, to find out more go to link.
Currently Enquir3 can also supply you with an API which allows you or your web developer to integrate testimonials and case studies as well as a feedback form to your website. There is some assembly required however if you know a bit about web development, you’ll have no problem having it up and running with our guides. Link
We will be bringing more plugins to you soon with our full function WordPress plugin currently in testing stages.
The Client Engagement Audit (CEA) puts the focus back on your clients and what they really think about your business. By engaging with them via the CEA process you can unlock invaluable information about their experience with your business, highlighting areas for improvement, growth and in some cases, to prevent them from leaving.
Enquir3 have a multifaceted toolkit to help businesses improve their client relationships and retention. Firstly, Enquir3 will usually perform the Client Engagement Audit to properly measure how engaged your clients and customers are with your company and services. Following the results of the audit Enquir3 can assist you across either avenue: if your clients are highly engaged and satisfied then great, Enquir3 can help you utilise that engagement to upsell and further promote your services as well as to market how satisfied your current clients are to potential leads. Alternatively, if your clients are found to be less engaged then Enquir3 can help you develop action plans and strategies to effectively boost your engagement and keep clients for longer.
Enquir3 may be calling you on behalf of one of your clients. We gather feedback via phone calls as part of our Client Engagement Audit process to gauge how satisfied with their overall service their clients are. This is your opportunity to give a thorough and honest testimonial of their business to them so that they may improve for the future. Any information you may give us during this process is strictly only used for the purpose of the audit and you also have the option to submit your feedback as anonymous if you wish.
This could be one or more of many different reasons. Besides the obvious it could be something you don’t expect, such as low client satisfaction or engagement which can often go unnoticed. If you notice that you have a decline in client retention, its best to go straight to the source and communicate with your clients to find out what issues they may be having with your service or business overall. Enquir3 offer a Client Engagement Audit service where we will contact key clients for you and collate tangible data to identify improvements that can be made in order to keep clients on board.