Episode 12 of Focused On The Road follows our weekly theme of customer engagement. In this new video, Bo discusses his love for customer engagement and how important it is for a business to thrive. At Focused Engagement, customer engagement is something we pride ourselves on. Contact us today to see how we can help you get the most out of your audience with customer engagement!
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Focused On The Road Episode 12 Transcript
Hey, this is Bo with Focused Engagement. Oh, that’s a little better. I know it’s Wednesday. The only reason why I ever know it’s Wednesday is cause Tuesday night Kyle always says, “Hey, don’t forget to do a video in the morning”. So today is Wednesday. I’m pretty sure we’re still in August and it’s still 2020.
Today’s focus is on consumer engagement. And I know it’s a topic that I’ve discussed before. I’m sure it’s going to be a topic that I discuss again. The reason why is because I’m very, very, very passionate about engagement. I’m so passionate that we literally put it in our name. That’s one of the reasons why I chose the name I did is because we really want to help businesses focus their engagement where it matters the most.
I’ll tell you my favorite quote again: “customer engagement is the ongoing interactions between business in customer offered by the business, but chosen by the customer”. Far too often, I see businesses that obviously have the website, they have some sort of basic form, you know, name, email, address, phone number, and message. A very common contact us form. They’ll have their phone number somewhere, but oftentimes that’s even hidden and hard to find and they’ll have their address and that’s it. It depends on if there is the customer? The businesses is determining their preferred engagement process. So a retail store, their whole focus is on getting somebody into the store and, and engaging with them there. So everything they do is about getting somebody into the store.
Now, what is wrong with that? The problem with that is, especially in today’s age right now with COVID and the fears of getting infected, not everybody wants to come into a store. Not everybody wants to call because they may feel like they are going to be sold to, and they don’t want to feel sold to.
They may feel more comfortable texting you. They may feel more comfortable jumping on your chat on your website. If you don’t have these or you don’t monitor these then you’re losing engagement opportunities and losing engagement opportunities is literally throwing money away.
It’s that simple. You need to offer these engagement tools to be able to engage with as many customers as possible. Now I was talking with a client a few days ago and he says, “The problem I have with the bot is it seems like they’re the people ask it for the cheap items”. They may not want to call and say that they may feel the pressure.
I don’t know. I don’t know what they’re feeling. I’m not in their shoes, but for whatever reason that group of customers seem to want to chat more than anything. Maybe they just rather than taking a whole lot of time wasting anybody’s time, trying to figure out if something that they have in a particular item, they just want to send a chat and ask.
And I said, “So what’s wrong with that?” They said “Well because you know, they’re inexpensive items”. Yes, but if you treat that customer like gold, like they’re the buying the most expensive item you carry, they’re going to remember you now. They getting that cheap item because it’s for their kid, but who knows, if they’re going to come back and buy something the better for themselves, they’re going to recommend you.
That person may buy something and you can’t use it in your engagement. If you can gather their contact information, you can retarget them with other products. Especially once they become a customer, you can retarget them with other products or their services. And, you could turn that that $10 wizi-wig into hundreds or thousands, depending on what you sell, and the lifetime value of that customer.
You can increase it by a hundred, 200% and it’s not that hard. It really is not that hard. It’s something that any business can do. So the key is having those engagement opportunities.
Now we’ve gone over different engagement opportunities, you know, texts, phone calls, chat bots, Facebook Messenger. They’re all great. What I’m going to do is one thing I’ve learned in my life is if you try to change too much, it’ll never happen, right? So let’s just change one thing. Look at your engagement opportunities that you have now look up what you are. Focusing on and add one thing to it. Just one, add one extra end game from an opportunity to what you were already doing.
Get used to it and get good at it. Get your customers and leave. It’s knowing that you offer it. And then we can move on to another one. And then another one. This is not the old saying “Rome wasn’t built in a day”. So let’s not build Rome in a day. Let’s just make a couple minor changes and let’s do this slowly and methodically and I’m going to fix that again cause it keeps moving. Let’s work on improving your business. All this is all about helping you increase your business, helping you become more efficient and building a better business and servicing your customers better.
That’s my 2 cents on customer engagement, at least for this video until the next one. This is Bo with Focused Engagement. Have a great day.