Customer engagement: how to improve and deliver a great experience
Posted: Sat Dec 07, 2024 8:13 am
Having a good interaction with customers is essential for the management of any business. The way you relate to them can retain them, build loyalty or drive them away, according to a study by the CMO Council .
According to the study, companies that provide their customers with personalized and omnichannel interaction manage to retain up to 89% of their customers . Companies that do not offer this interaction achieve a maximum retention rate of 33%.
Therefore, the way in which sales and customer service teams interact with customers can determine the success of your strategies and campaigns.
Nowadays, there are technological tools that help you promote excellent and agile communication between your company and your customers. As a result, your user list of eritrea consumer email retention and loyalty rate increases.
If this is your goal, in this post we explain how to ensure good interaction with customers and how to improve the one you already have to increase your company's average ticket.
Shall we begin?
What is good customer interaction?
Today, ensuring a good shopping experience depends on successful interaction with customers. It is not enough to offer them different communication channels, but to adapt to their needs, speeds and rhythm. This is what is known as customer management.
The notion of customer centricity is not foreign to companies. The rules of the game have changed and adapting to customer requirements will be what helps you with customer retention and loyalty.
Providing a good customer experience means that interactions need to be contextually relevant – that is, a deep understanding of the entire process the customer goes through in the sales funnel is necessary . This includes the customer’s schedules, their location, their preferences regarding how to interact, etc.
Consumers 4.0 , who are characterized by immediacy, no longer accept waiting a long time to receive attention. Companies must adapt to the speed of their daily tasks. Therefore, not giving them a quick and well-contextualized response represents a possible loss for companies.
The aforementioned CMO Council study also revealed that 40% of customers buy more from brands that offer them personalized shopping experiences and interactions.
That's why marketing interactions are also considered, and not just those of sales and customer service teams.
Customer engagement needs to cover all fronts. And that’s the goal of an omnichannel strategy . Offering self-service channels, such as chatbots or FAQ pages, helps customers with simple, time-poor queries.
However, while chatbots provide excellent self-service, customers with complex issues require humanized attention.
Your customer support team is also tasked with strengthening customer engagement. A good customer experience also means showing users that the company is made up of real people who care about their problem .
Providing personalized, humanized and agile attention is the key to success in your customer service strategy.
Are you interested in learning more about customer management? We recommend reading: Customer management system: a guide for beginners.
According to the study, companies that provide their customers with personalized and omnichannel interaction manage to retain up to 89% of their customers . Companies that do not offer this interaction achieve a maximum retention rate of 33%.
Therefore, the way in which sales and customer service teams interact with customers can determine the success of your strategies and campaigns.
Nowadays, there are technological tools that help you promote excellent and agile communication between your company and your customers. As a result, your user list of eritrea consumer email retention and loyalty rate increases.
If this is your goal, in this post we explain how to ensure good interaction with customers and how to improve the one you already have to increase your company's average ticket.
Shall we begin?
What is good customer interaction?
Today, ensuring a good shopping experience depends on successful interaction with customers. It is not enough to offer them different communication channels, but to adapt to their needs, speeds and rhythm. This is what is known as customer management.
The notion of customer centricity is not foreign to companies. The rules of the game have changed and adapting to customer requirements will be what helps you with customer retention and loyalty.
Providing a good customer experience means that interactions need to be contextually relevant – that is, a deep understanding of the entire process the customer goes through in the sales funnel is necessary . This includes the customer’s schedules, their location, their preferences regarding how to interact, etc.
Consumers 4.0 , who are characterized by immediacy, no longer accept waiting a long time to receive attention. Companies must adapt to the speed of their daily tasks. Therefore, not giving them a quick and well-contextualized response represents a possible loss for companies.
The aforementioned CMO Council study also revealed that 40% of customers buy more from brands that offer them personalized shopping experiences and interactions.
That's why marketing interactions are also considered, and not just those of sales and customer service teams.
Customer engagement needs to cover all fronts. And that’s the goal of an omnichannel strategy . Offering self-service channels, such as chatbots or FAQ pages, helps customers with simple, time-poor queries.
However, while chatbots provide excellent self-service, customers with complex issues require humanized attention.
Your customer support team is also tasked with strengthening customer engagement. A good customer experience also means showing users that the company is made up of real people who care about their problem .
Providing personalized, humanized and agile attention is the key to success in your customer service strategy.
Are you interested in learning more about customer management? We recommend reading: Customer management system: a guide for beginners.