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Do you have an active engagement strategy that considers how talking to your customers might make them more loyal to your brand? Or is your team just reacting to whatever is thrown at them, hoping that by answering everything you can make it through the day and the customers will all be happy?
Whatever the maturity of your engagement strategy, this is an area that is constantly changing. The area of loyalty is becoming particularly important now, with many customers preferring engagement, and the structure of a relationship with a brand, to any kind of formal loyalty schemes.
I believe that there are five key lessons worth remembering about planning engagement strategies – and these come direct from my own experience of helping clients plan this:
Engagement is becoming a critical part of serving customers and building a relationship with them, but it is still clear that some companies are just building a multichannel customer service solution without really thinking about engagement and how strategic it is for their business.
What do you think about these five lessons from my experience? What would you add? Get in touch with me via LinkedIn to discuss further.
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