May 18, 2018
How would you like to be the “it” business in your area? You know, the business everyone is talking about. The business people can’t stop telling their friends about. The business in the area that everyone wants to visit?
That would be awesome, right? Well, good news! With a solid customer engagement strategy, this hope can be a reality.
In this post, we’ll introduce customer engagement strategies that work to engage customers, increase revenue, and keep your business top of mind with your best customers.
1. Message all your customers
While personalization is the name of the customer engagement game, sometimes it’s necessary to get the word out to all your customers.
Using Thanx, you can have all your contact information and data all in one place. Simply connect your email service provider or upload your contact list. Then, with just a few clicks, you can create and send a message to everyone on your email list as well as your loyalty members. It’s so easy.
When would you want to message all your customers? Let’s say you are launching a new menu or a few seasonal specials. Maybe you have new summer hours or a limited-time offer you want everyone to know about. These are perfect use cases to send a message to everyone.
Here are a few benefits:
- Allows you to manage all of your customers in one place
- Customizable email templates help you quickly and easily send a message that’s on brand and on point.
- Messages can be sent as needed with or without an offer
With the ability to send messages to everyone, Thanx helps you engage all your customers from one convenient place.
2. Send targeted messages to segments of customers
It’s vital to be able to reach all of your customers when you need to, but that doesn’t mean you always send the same message to everyone.
Targeted campaigns are the perfect way to send the right message to the right customer at the right time. When you send targeted campaigns to segments of your audience you can reach them in more personalized, relevant ways. But the reality is, most merchants have no way of targeting the right group of customers because you don’t know who they are. Enter Thanx.
Thanx’s rich customer data allow us to automatically segment your audience into groups that make sense to target. Some examples might include:
- Monetary: VIPs, Top 25%, Customers that have a much larger check size than the average
- Frequency: Daily, Weekly, Monthly, or Quarterly visitors
- Satisfaction: Promoters, Passive, Detractors according to your NPS score
- Location: Which locations the customer has made purchases at in the last 12 months
- Behavioral: Day-part and week-part
Your customers can be segmented based on what they buy, where they buy, when they visit your business, how much they spend, etc.
For example, let’s say you have a popular table service restaurant and have a group of customers that regularly come in regularly for lunch during the week. Your goal is to drive more traffic to your weekend brunch. You can easily send a targeted 20% offer to your weekday visitors segment and invite them to attend your weekend brunch.
Targeted campaigns can help you increase customer spend, visit frequency, and help bring your most loyal customers into your locations more often.
“Having customers opt-in to receive our messages and offers is the ultimate in permission. With that permission comes a great responsibility to deliver the most targeted, relevant, and valuable messages we can to ensure our loyal customers return again and again. Thanx ensures we hit the mark every time.” – Cheyenne Terbrueggen, Marketing Manager, Elephant’s Deli
3. Automated campaigns do it for you
Sometimes the best way to boost customer engagement is to automate campaigns. Automated campaigns are pre-built and aligned with your business goals to save you time. Thanx does the work for you.
To give you a better idea of how automated campaigns works, let’s review popular types of automated campaigns:
Bounceback. With a bounceback campaign, an automated offer can be sent to someone who recently visited your business. This helps to ensure first time customers become repeat business. It’s worth it to engage first-time visitors. The reason? It costs anywhere from 5 times to 25 times more to acquire a new customer than it does to retain an old one.
Winback. Winback campaigns are set up to identify customers that used to patronize your business but seemed to have dropped off. An automated winback offer will send an enticing offer to dis-engaged customers, prompting them to re-engage. And it’s worth it as winback campaigns are proven to drive 49% of lapsed customers back.
Reputation Management. Did you know 84% of people trust online reviews as much as they trust friends? That’s why it’s important to automate reputation management. With the click of a button in Thanx, you can send an automated message to customers who provided feedback to your business in Thanx. This automated message will prompt customers to share that review on Google.
Birthday. Everyone loves to be recognized on their birthday with special offers and rewards. Thanx allows you to automate the process making it a piece of cake and driving incremental revenue for your business.
4. Measure results in revenue, not vanity metrics
None of your efforts would be complete without an actionable way to measure them. Thanx enables you to measure your results in real revenue generated, not just vanity metrics like opens and clicks.
You’ll never have to question if your engagement campaigns are working. With insightful analytics and reporting, you can see what’s working, what’s not working, and make tweaks based on the results.
There’s no one-size fits all solution in marketing. What works for one business may not work for another. That’s why data capture, the option to personalize, and reporting are so important. Thanx provides you with all the resources to keep a close eye on your campaigns and adjust them for maximum benefits.
Hyper-personalized customer engagement has never been more crucial for your business. An automated customer engagement platform should provide you with the power to send campaigns to everyone, send targeted campaigns, automated campaigns, and measure your results in revenue generated. You’ll engage your customers, increase revenue and ROI.
Customer Engagement in the Era of Hyper-Personalization GET THE GUIDE