Brand expansion and customer empowerment are closely linked. Customers frequently stick with firms that provide them several forms of empowerment.
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Businesses generate excellent customer experiences by giving consumers autonomy, information, and control.
Increases sales because empowered consumers are more inclined to interact with the brand, join loyalty plans, and make bigger purchases, all of which contribute to an increase in sales.
Produces insightful data: Giving consumers the ability to submit feedback results in insightful data about your customers that can be used to enhance your goods and services.
Word-of-mouth advertising: Happy customers will actively help you generate leads by telling others about your business. Their glowing reviews and recommendations on websites and social media will draw in new customers and propel the expansion of your business.
Case Study: Customer Empowerment at Amazon
The quick expansion of the retail behemoth Amazon, an online marketplace where consumers may purchase goods, is a great illustration of how customer empowerment can affect business growth.
In 2023, Amazon’s customer satisfaction rating was 83 out of 100, according to Statista.
For every product offered on its website, Amazon offers comprehensive product information, specs, and excellent photos.
This gives potential buyers the ability to evaluate items and make well-informed purchase decisions, especially when paired with objective product evaluations and suggestions.
How can empowering customers stop them from leaving?
77% of consumers believed that businesses should do more to win their loyalty, according to a recent Formation survey.
Encouraging clients is a certain approach to do this. Customers are more likely to remain loyal to a brand that:
use consumer advisory boards to include them in decision-making.
makes information easily accessible on social media networks or websites.
actively looks for client input to enhance its offerings.
offers live chat and email assistance around-the-clock, and actively interacts with clients on social networking sites to address problems as soon as they arise.
provides individualized client support.
provides customers with possibilities for self-service.
Programs for customer empowerment that are well-designed may greatly reduce attrition and increase client retention.
Case Study: How Hulu increases client retention by empowering users
Online streaming business Hulu is excellent at enabling users to keep coming back.
Of all the companies in the market, Hulu has the lowest user attrition rate (about 1%) between 2020 and 2022, according to Antenna.
Hulu has effectively reduced customer attrition by empowering its users with a number of tactics, including:
Continuous improvement based on user feedback: Hulu uses data analytics and surveys to continuously improve its content offerings and user experience.
Omnichannel support: Hulu’s representatives are able to offer round-the-clock email and live chat assistance because to their omnichannel inbox. Hulu also regularly interacts with users on social networking sites to address problems and get opinions.
Customized suggestions: Hulu provides interesting and tailored viewing suggestions according on users’ viewing and browsing preferences. Additionally, it selects information based on the tastes of each individual client, increasing the convenience and personalization of viewing.
Through the implementation of these varied tactics, Hulu has successfully reduced customer attrition and guaranteed long-term growth and loyalty.
Use consumer empowerment to achieve long-term company success
In a world where consumers are always right and market competition is only getting worse, businesses need to empower their customers to stay competitive and foster enduring brand loyalty.
Keep in mind that a happy customer is an empowered customer, and a happy customer translates into a successful brand.
Use customer service software to empower your clients and improve your brand. You may increase customer satisfaction and reduce attrition by implementing self-service alternatives, various contact channels, and a smooth feedback integration process.
Begin building solid ties with your clientele right now.
Virtues like trust, dependability, honesty, and personability are the foundation of strong agency-client relationships, which provide better results for both parties. See if you can use or enhance any of these tactics for your agency if you discover that you’re falling short in terms of output, client loyalty, or the general sense of harmony with your clients:
Compile both “hard” and “soft” data on your client.
Take that knowledge to heart.
Make your proposal stand out from the others.
Establish a procedure for onboarding
Consider your clients as partners.
Instead of being reactive, take the initiative.
Be sympathetic instead than defensive.
Provide a framework for communication.
Express your worries as soon as possible.
Accept the small conversation.
Conduct business reviews every three months.