To talk about Customer Engagement is to understand that customers with a deep connection to your company will buy more and stay loyal to your brand regardless of how the economy is going.
The term Customer Engagement (CE) refers to the brand-centric interactions that a customer chooses to engage in. It is possible to measure how closely your customers are with the company as they interact in the different service channels. Some indicators are interaction on social networks, average time spent browsing your website and the rate of opens and clicks on email.
Interactions create bonds between customers and companies that strengthen the company name and build trust beyond purchasing relationships. This helps to strategize more accurately and improve the customer experience.
Stronger and more lasting relationships towards loyalty
Customer Engagement is vital for brands to connect with customers, get to know them better and be able to provide a better experience.
Engagement can consist of talking to a chatbot, leaving a comment on Facebook or Instagram, responding to an email, or any other active behavior. It is desirable to establish a participation strategy that guarantees that when a customer communicates with your company, they can interact in the channels with which they are involved. This will build loyalty.
Customers who are fully engaged represent a 23% share of profitability, revenue, and relationship growth compared to the average customer. In contrast, a disconnected customer will represent a 13% reduction in these same indicators.
As customers spend more time on your website and interact more with your company, you will get to know them better to offer them products of their liking and encourage them to make more purchases. That represents greater opportunities for cross-selling and upselling.
The omnichannel experience in Customer Engagement
The average customer wants to have a two-way conversation and relationship with the brands they consume. In many cases, customers expect these interactions to happen online, as this is where they spend a significant amount of their time. They want to chat, email, and do it at a time that suits them best.
Companies with stronger omnichannel Customer Engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies, as revealed by a study by Digital Commerce 360.
The path to Customer Engagement
Using the new digital trends in Customer Engagement is desirable for any company looking to stay ahead of the competition.
Stay up-to-date on technology, always choosing the best data collection and analysis tools.
Maintain conversations with a two-way dialogue with customers that encourages the use of comments, exchanges, and reactions.
Real-time presence. Automation is a great way to ensure that no customer has to wait for a response.
Work omnichannel with a unified view of the customer to be there when and where they need it.
Create unique experiences for your customers. Use a platform that allows you to show the customer that your company is aware of other interactions they have had previously.
At TELNORM we have products and services that solve and enhance the Communications and Omnichannel area, the work of remote Customer Service agents and the Back Office area.
We have solutions for:
• Multichannel Management
• Contact Center in the Cloud
• Complain and Auditing
• Interaction Analytics
• Automatic Verification Systems
• Remote Agent Solutions
• Desktop Productivity Management
• Desktop Process Automation & Workflow
• Performance Management
We are prepared to help you integrate technological solutions and value-added services that lead you to achieve an ideal Customer Engagement through a smooth and intelligent digital transformation.