Channel Incentives
Sales Channel Solutions

Motivate Channel Partners

Boost your sales and build lasting loyalty with your channel partners by seamlessly transforming their performance into motivating rewards that drive both success and commitment.

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Customer Loyalty
Customer Loyalty Solutions

Strengthen Customer Loyalty

Strengthen B2B customer loyalty by rewarding your customers with points every time they purchase your products, encouraging repeat business and long-term relationships.

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Employee Engagement
Employee Rewards Solutions

Engage Employees

Transform your workplace by fostering a culture of recognition that celebrates every achievement, driving motivation and creating a collaborative environment where your team thrives.

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Why Us?
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How to Improve Resident Engagement

Resident engagement is about inspiring your customers to interact with your brand and willingly take part in the experiences you’re creating for them. When you achieve engagement with your customers, it brings them closer to the business, it will grow your brand and that’s when the magic starts to happen. You can measure the direct correlation between engagement and business profitability ensuring this is a high priority on the marketing agenda.

But managing customer relationships isn’t what it used to be! There has been a revolution in techniques and technologies which has meant customer service has moved on at a supersonic rate. Inside housing evidence that customer engagement is not just a tick box exercise to simply demonstrate you are working through a to-do list and being compliant; they clearly demonstrate that meaningful customer engagement improves business performance.

At the same time that technology has improved to help push out information, customer needs and demands are now far out there, and expectations are high. Uncovering these insights forms the basis of the strategy for creating engagement.

Given engagement is a specialism in its own right, how do you connect with residents on an emotional level and improve customer engagement? Here are a few starting points:

7  Dig deep to understand who your audience are

In order to create change in behaviour, you have to understand what the current state is, to equip you to design for the future.

  • What do you know about your customer base already? You will hold a great deal of data about how your customers engage with you; through telephone usage, SMS, email, face-to-face discussions
  • Collect this information together.
  • Analyse this data.
  • Map out any obvious trends & identify the gaps.
  • See what the reoccurring issues are and decide how you can address these.
  • Think about what you have to offer and how you can relay all these benefits to your customers
  • Be clear on how you want your customers to talk to you – make it easy for them to make contact with you

TIP: Use an excel/spreadsheet genius to work with you – it will make a world of difference for analysis purposes enabling you to cut the data in different ways using one data set.

7  Communicate effectively and efficiently

Coming together is a beginning, keeping together is progress, working together is success. That’s the mantra you should keep in mind when discussing communication.

To create engaging and interactive content, put yourself in the shoes of your residents. Understand their challenges & issues and build content such as FAQ’s, step by step guides & helpful videos around that. Remember you want to KISS (keep it simply simple!) your customers to get them to entrust you.

  • Create workflows to help you look deep into customer journey touchpoints.
  • Use a style and tone of language that says what you need to say as if you were explaining things individually and face-to-face.
  • Get to the point quickly.
  • Don’t over market it using big words and complicated long sentences.

Finally, ensure you don’t approach your communications in silos. For example, the ‘mobile team’ or the ‘social team’ as they are not integrated. The issue with this approach is that customers expect to interact with brands across multiple devices and platforms. If the approach is siloed, the customer journey is disjointed.

TIP: Think one touch – do this, click here, tick – that’s done.

7  Recognise and reward your residents

Behaviour drives people; people drive business.

Once a customer has taken the first step to engage with you, you have a window of opportunity to encourage them to repeat this behaviour. Rewards and recognition motivate and help to increase engagement.

77% of customers agree that loyalty rewards programmes make them more likely to continue doing business with a brand. And with 85% of business growth coming from loyal customers, incentivising loyalty should be a business priority.

From a resident perspective, businesses that offer rewards make them feel valued, which increases customer satisfaction and their allegiance to you. And in turn, for your business, this is highly likely to lead to an increase in the overall lifetime value of your tenants, better two-way relationships and trust, which has a lasting impact on bottom line results.

Benefits improve wellbeing. There’s no question that being there to support your customers is the number one priority in every sense. From repairs to renewals and being understanding to their needs and wellbeing. Offering real tangible savings at a time when the cost of living crisis is impacting negatively en mass, is a complete no-brainer. It’s relatively simple to add this layer of support for your residents to give hope, to benefit their health and in turn drive their commitment to you.

Having the right balance of reward, benefits and recognition to drive performance, demonstrates the values you subscribe to and allows you to make every touchpoint meaningful, in turn, driving engagement. Treat your residents as you’d expect to be treated – it’s that simple.

TIP: Provide maximum choice because needs and wants differ.

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