Best practice tips to long-lasting customer engagement
Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness. Strong engagement matures over time when organisations focus their attention on the Customer Experience.
Customer engagement separates good businesses from great ones and is the strongest indicator of customers’ feelings about your brand. Feelings are one of the biggest factors in brand loyalty.
Firstly, in order to engage customers, you need to have engaged, motivated and focused employees. When employees are introduced to the Customer Experience strategy, it allows them to not only set their own personal KPIs but ensures they are aligned with the organisation’s vision for optimal customer engagement. Communication is also key here; let employees know the importance of their role and give them control of Customer Experience outcomes.
The next step is how to collecting and acting on feedback from engaged customers, and indeed disengaged, to make it fit with the companies objectives and fit into strategical improvement processes. You must have strong visualisations, ensure KPIs and workflow alerts have been created and adopt the right CX software that will analyse the data.
Learning and improving customer feedback and the CX strategy in place is part three and four of achieving long-lasting customer engagement. Listen and learn from your customers: they are key to the success of your business. Improve the customer experience – evaluate the strategy; this includes the processes, the competition, the companies weaknesses, in order to achieve the desired results.
Our presentation elaborates on our picks of the top 4 most effective customer engagement strategies that you should be using.