Customer engagement, Prime facto ..!
Techno geek, Data Architect, Bot scientist – the current era is technology driven with increased SAAS and Product offering. Customer engagement has turned out to be a bot schedule or a template driven process methodology. Gone are the days of Beatles where customer support was humanly with emotion. Effort was taken to to connect and provide relevant information to customers.
If you think customer engagement is not necessary today, you’re wrong. Gartner says 80% of company revenue will come from existing customers. 80% being a big bet, this puts immense pressure and responsibility to every service provider to ensure to focus on customer engagement effective enough to understand the needs and make our clients succeed, thereby winning a long-term partnership.
It is almost impossible for one to be always “Right, On time, Every time” and to term it a Customer Engagement. Rather, there are these reality chords to it that together in sync with the customers can sound the bass. In short, client engagement is not about impressing the client, but building trust and connection.
Connect to your customers, rather than restricting to templated mail replies and sticking to routine time slots, making client engagement a clock work – predictable and boring. Personalized email response, a wish on special occasions and a call to just say ‘hello’ – they are simple deed and will, indeed, make a huge difference and sense. Your actions put a face to your email and create a bond, which improves success in the programs that you partner and/or engage with. Once you establish the connection, it is sure to gain you more exposure to their business and the internal systems, which in turn helps you to understand your customers and their business needs better than others. These factors catalyze and create a long-lasting impression and differentiate you from competitors
Some nuances that can earn reward points and help move up the customer value chain:
– Take note of the feedback and respond professionally
– Focus on finding a solution than to deviate and reroute questions to back to clients
– Value both positive and negative reviews
– Always thank your customers
Finally, finish on a positive note !
Statistics shows more than 70% of the companies say that they view customer service as the true test of how much a company values them.
A great customer experience gives a memorable story to tell, it is important that we create more stories. These stories are fun to be narrated to prospects rather than conventional testimonials and help you on-board them as clients. Connect with them and create more stories. And, remember – client engagement is an on-going initiative not a process.