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Why is customer engagement important for business?

What is customer engagement?

Customer engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. Providing a high-quality customer experience is an important component in your customer engagement strategy
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As much as two third’s of a company’s profits could count on effective customer engagement
Research has shown that improving engagement has grown cross-sell and driven up-sell revenue, alongside increasing order size. At Virtual Recall we can stand by this as we’ve found that on average our customer communications software creates a 38% uplift in product sales.

Loyal customers will engage and promote a brand or business
Engaged customers provide honest, and regular feedback across a range of different platforms, allowing you to easily pick up on exceptional service. This can also promote your business through word of mouth and social marketing. Negative engagement doesn’t have to all be bad news either. Knowing where your business can improve and managing unhappy customers can keep them loyal to your brand or business.

 


How do you increase customer engagement?

Engage, Remind and Review!

Provide helpful and honest information to your customers to build trustworthy and strong relationships. Receiving honest reviews will allow you to understand your customer’s needs, thus creating a better customer service and allowing you to easily identify any unsatisfied customers. You will then have the opportunity to resolve issues quickly and efficiently.

Virtual Recall understands the importance of customer communication, engagement, and satisfaction, so that’s why we have created an all-in-one product, which allows your practice to engage with helpful and timely information which also prompts customer reviews. All of this without using up your staff’s time, with a fully automated process, ready to go at the click of a button.

 

“I have been a customer of Virtual Recall for many years, and since joining have seen their service boost my practice significantly. We now see the majority of vaccines on their due date, whereas previously they might be up to 3 months late. And of course, all this without any input from one of my team members at all. We first used them to send monthly reminders to our clients for their pets' parasiticides. I still get compliments and thanks from clients for this service. We have had to seriously tighten up our collection of email addresses and mobile phone numbers, but this is now becoming routine. We have also really appreciated the new customer survey option. I thought we were doing well, but to see our net promoter score so high has been a real morale boost. We print out the results each fortnight and share them with the team.”
Julia Mewes, Practice Director & Veterinary Surgeon, The Mewes Vets