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Customer engagement including online customer engagement focuses on you encouraging your customers to share and interact with your company and your staff using different touchpoints. It encourages them to share their experiences and in return, what you create from them is your brand. When you execute this well, you will develop a solid customer engagement strategy that will promote loyalty and growth.
Companies that focus on customer engagement online focus on customer value creation rather than on extracting revenue. These companies are well aware of how to engage their customers online. They know how to provide them with real customer value whether they offer an superior end to end experience for their customer, exceptional content on their website, the best possible customer support and service, what they are doing is call making sure they deliver more than just your typical sell. Incorporating these customer engagement strategies can be healthy for your business. The key to that succes is listening the the story of your customers and know them.
Remember Happy Customers are the Life of Your Business.
So my personal tip is: take care of your customers! It’s necessary to success! It begins with your own core values and beliefs and the culture you establish for your company and making sure that everybody working in your company including your support team is at the frontlines to make sure your customers are happy and their real personal needs are addressed.
Everybody working in your entire company, being an incumbent, a startup or a scaleup, from top to bottom, needs to understand that providing an amazing personal customer experience is necessary for the key to your company’s success, for your personal brand and for your corporate brand.
Think about how your business model can service your customers in the best way possible. What is the real problem the customer is facing? What are his or her real needs? Why are YOU the one that can satisfy those needs? What hours should you be available? Do you offer a seamless process for your customers across their preferred touchpoints?
Your customer experience allows you to offer you a way to increase your customer satisfaction and especially customer loyalty, which in turn leads to them advocating for you and answer ‘The Ultimate Question’ as Fred Reichheld called it, in a positive way. Your mature company, your startup or your scaleup grows because you have happy customers. Companies that miss this may stick around for awhile but they will eventually falter.
It is much more difficult to continue to attract and convert new customers than it is to keep your current customers engaged and happy, and wanting to return to buy more solutions, products & services from you. Companies that actually value their customers and work hard at engaging them and treating them as a person, are smart companies and they are far more likely to be here a decade or two from now.
Your customer is the lifeblood of your business and it is important to ensure that all of your managers and employees treat the customer with the importance that they deserve. What an interesting and engaging relationship one can build with their employees.
Well, that was the first blog from a new series on ‘Online Customer Engagement’. Read & bookmark these posts & tips and follow me on Linkedin here. If you want to read more on online customer engagement, online customer experience in banking, then bookmark and read these posts about ‘innovation in banking
Tony de Bree