My User Engagement Is Down. What’s Next?

Whether you’re running an online campaign or have ongoing social media activity, engagement is an important element for driving traffic to your website. Listening to customer feedback and responding with an actionable approach is the difference between losing a user and gaining a new lead. Keep track of positive and negative results to see what’s working for successful online engagement. Here’s an action plan to guide your success.

1. Customer Loyalty

Get to the sweet spot by finding what your customers most enjoy about your company. Take the time to conduct quality research and go beyond to review their online behavior. If you need to explore a particular topic, don’t be afraid to ask your fans. Your audience will be your most valuable tool in providing the most honest feedback. According to Ambassador, a referral marketing platform that powers the world’s biggest brands, it turns out that 71 percent of consumers who have had a good social media service experience with a brand are likely to recommend it to others.

2. Customer Credibility

Build your credibility with press outlets that establish your authority from the beginning. As a startup, align your business with local press outlets, and then extend your reach to build a national presence. If your brand’s voice is honest from the start, dealing with the press for the long run will set your company up for success in case there's any backlash or public scrutiny.

3. Customer Service

Social media is a great tool for reaching your audience; however, we can’t forget about customer service and educating potential leads about the benefits of your product or service. The 2017 customer service trend will not only focus on messaging channels but will move toward “conversational commerce” with chatbots, a kind of virtual assistant living within Facebook Messenger, WhatsApp or other platforms. “These AI-powered bots guide customers through an array of simple (and not-so-simple) tasks in natural, conversational formats—from ordering a pizza to booking flights or even managing finances. The rise of chatbots promises a way to quickly scale social selling and customer service efforts, offering users the equivalent of 1:1 service without necessarily requiring additional employees (HootSuite).

4. Embracing the Three C's

As you grow, embracing the Three Cs to increase user engagement will help kick-start your action into full gear. Collaborating with a team of experts and implementing these approaches strategically will shape your business into a notable and trustworthy brand.