What is Customer Engagement?
Customer engagement is trending right now. Not only does everyone have something to say about it (including us), but new customer engagement products are being released every day. All the hype is warranted because strengthening customer relationships leads to revenue growth. However, a team looking to enhance their engagement can quickly get confused by everything out there. So, let’s discuss what customer engagement is.
Customer engagement is the process of connecting with your customers. It’s more than a singular event; it’s a cultivation of the client relationship. Think of it as the totality of every touchpoint and interaction. Not just that, but it can be measured by the emotional connection each customer has with your brand.
Why are Connections Important?
Customers expect more from you than they did in the past. You’re not a big fish in a small pond anymore. Consumers not only have a variety of options at their disposal, but they demand personalized connections. You can thank ______ (fill in the blank with your favorite tech company) for changing how products and messaging are delivered. Therefore, expecting that a one-size-fits-all approach will work with your customer base is both naive and likely to bring an unfortunate outcome.
Happy customers are good for business. They tell their friends nice things about your brand, and, more importantly, they become patrons. Loyalty translates into recurring revenue and more profit. By some estimates, retaining a customer is at least five times more efficient than acquiring a new one. Is there anything else that needs to be said?
The Benefits of Engagement
Now the fun part. By focusing on customer engagement, you can increase profits and connect with clients in new and more valuable ways. Instead of hoping that your clients are happy, an ever-evolving customer engagement strategy provides a reliable indication and usually results in healthy customer relationships. You have some work ahead if you want to achieve this level of customer affinity, but don’t worry because it’s well worth it.
The first place to start is with an analysis of the current state of your customer engagement. Do you have a cohesive strategy (product, operations, and customer experience)? Is every touchpoint with your base tactical and in-line with your mission? Those questions should keep you occupied for a minute.
The next step is to work with key stakeholders on potential ways you can improve. Ensure you hear different departments’ voices and use a team-centered approach. It’s important to note that you should constantly revisit this strategy and rollout phase to keep up to date with what’s happening on the frontline. Stay tuned for the next post on how your team can take your customer engagement to the next level.
If you’ve heard enough and want to talk, don’t hesitate to contact us.Stay tuned