How is Customer Engagement Changing?

When it comes to having a successful business, the customer is always at the heart of it. So many businesses will always be looking at ways to keep their customers happy. But as the business world progresses, and technology advances, many businesses will be finding that engaging with the customers is a lot different to how it used to be. Mainly because a lot of it is online now, rather than face to face.

Customer engagement is the emotional affinity or connection a customer develops during their interaction with your business. In the past, this used to be just when they came into your physical store, but now with things like online shopping, social media, it can be a lot harder to keep a positive customer engagement. Customers expect fast, painless, and accurate responses delivered via their communication channels and devices of choice. If you want to run a successful business, then you need to make sure that this is something which you can successfully do.

Great Expectations

The improvement in customer engagement trends means that businesses have a lot to keep up with. If you want your business to be number one, then you need to make sure that you stay up-to-date and can provide your customers with what they want. In today’s business world there are greater expectations, customers expect you to be able to provide customer service from a variety of platforms.

These platforms include, the usual telephone conversations, as well as email, live chat, web page sharing etc. The way you contact your customers is central to how your business will grow and help your business succeed. If you can meet your customer’s expectations in a timely fashion and give them what you want, then you can ensure a positive customer interaction. This will help your business succeed, as customers want to see that you are making a positive effort with them.

Customers Are Always Right

Everyone who works in business will have heard this motto: the customer is always right. There are no two ways about this, you need to support what your customers want. Not only do they demand attention, but they also require knowledgeable guidance. If you can give them what they want, then they will appreciate your efforts and remain loyal to you and your business. This is something that can be helped through providing a personalised experience.

This could mean talking to them through social media (as some customers prefer this), or a completely different way altogether. You need to personalize how you engage with your customers, as this can help increase your customer loyalty and this will also help improve your company revenue. Even if you disagree with the customer, you should still try and see how you can help them get what they want. If you succeed then you will get good reviews, which will help potential customers find your business. Negative reviews will drive customers away, meaning that you will lose out on business.

Presenting a Unified Front

The most important thing that you can do though when it comes to your business, is presenting a unified front. By being able to do this, you are essentially giving yourself the ability to resolve customer issues a lot faster and with fewer hassles. Previously, customers had to repeat any inquiries that they had, but thanks to an improvement in technology, this is no longer the case. Customers don’t have to waste their time and businesses can instead focus on building long-term relationships with customers.

As you can see, customer engagement has evolved hugely in recent years. Although it means that people have to keep up with the times, once learnt it makes things a lot easier for businesses. It also means that businesses have a better chance of creating customer loyalty, which will benefit them in the long run. It is vital that businesses make sure that they can engage with customers properly, as this will help with the success of their business. If you find yourself struggling with your customer relationships, you can check out this article here about customer relationship management

Award-winning writer, blogger, social media consultant and charity campaigner. Social Media Manager for BritMums, the UK's largest parent blogging network Freelance clients include Firefly Communications and Save the Children UK. Works with brands on marketing projects. Examples include Visit Orlando, Give As You Live, Coca-Cola and Kodak. Cambridge Law graduate with many years experience working across three sectors in advice, media relations, events, training and project management. Available for hire at affordable rates.

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