When it comes to engaging with your customer base online, some people love nothing more than to be an active part of your business. They might consistently like and comment on posts, engage in Instagram Lives, or post reviews on TripAdvisor or Yelp. However, other people are not as vocal online, preferring instead to observe rather than participate. These silent customers are just as valuable as your more vocal ones, and as such, making the effort to connect with them will go a long way in earning their loyalty. Here are some tips for engaging with quiet customers.
Send a ‘thank you’ message
Most people like to feel appreciated, and sending a short message on email, or event text, thanking them for their custom is a great way of showing that you appreciate all of your customers. As well as thanking them, provide the opportunity to give confidential feedback if they so desire, and you might even consider providing an exclusive discount code for a future purchase. Finally, personalize your message by inserting the customer’s name to make it that bit more special.
Get a Google My Business account
Local customers who drop into your business on a fairly regular basis may not feel the need to connect on social media – they are already aware of your business, after all. However, it is still possible to engage with silent customers in your local area. Updating an existing Business Profile on Google with a Google My Business account will enable you to manage and optimize your business profile on Google. This means that your profile can be optimized for lead generation and SEO, particularly in your local area. For instance, Google My Business experts can work with you to get your business appearing in the top results for Google Maps so that it is visible to all searchers in your local area.
Prize draws and contests
Your silent customers may not feel comfortable directly engaging with you, but they might still like to participate in low-engagement activities. For instance, you could host prize draws and contests in which all participants have to do is enter their name for an online draw or be amongst the first 50 respondents to an email in order to win prizes. This is a great option for those who are reluctant to get involved with online conversations and give out copious amounts of private information. As a bonus, online prize draws are a great way of drawing in new customers as well.
Pick up the telephone
You may be reluctant to call customers, particularly if you see it as a form of hard sales. However, the reason why some customers are silent online may simply be that they prefer traditional communication methods; as such, they may welcome the fact that you have taken the time to pick up the phone and call them. Use the ideas for building a chatbot about their experiences with your brand, as well as thanking them for their continued support.