Customer engagement: Context, meaning, and measurement

You can shoot them personalized messages, dish out exclusive deals, and make shopping a breeze.2. They can try stuff on without leaving their couch or see how that new sofa will fit in their living room. Chat with your audience, reply to their comments, and slide into their DMs. These AI pals can answer questions, help with purchases, and keep things running smooth – all without breaking a sweat.5.

IT Innovation for Small Businesses

• However, an activation question was not addressed in online FAQs so I called customer service.
• When it comes to implementing Customer Engagement strategy, or any company-wide initiative for that matter, small businesses do have some significant advantage over their larger counterparts.
• It helps to increase customer lifetime value, reduce the cost to serve, and decrease churn, and you are doing all of that at scale.
• Nextdoor also leverages business recommendations — over 3.9M businesses with claimed pages across the platform — to alert local small businesses to opportunities to target neighborhoods.

The good news is is that it is quite possible and now you have a framework to start with. You have a desired state of customer engagement to strive toward and measure against. And, let me tell you, in the customer success world, there isn’t anything quite so satisfying as seeing your engagement framework come to light, how it helps your customers, and how it delivers results for your organization.

Top customer engagement software comparison

There could be a higher degree of change management required as well, which can have implications on your customer engagement. It is also important for small businesses to adopt a long-term perspective. The traditional focus on the next urgent and immediate issue, which is common to most small businesses, can act as a major road-block to a successful customer engagement initiative. A lot is being said about the importance of having a Customer Engagement strategy and most enterprise companies are at least thinking about it if not already implemented it.

• Whether your turf is a quaint physical store or the digital marketplace, we’ve got insights that could transform your customer relationships and pump up your profits.
• Last year in March of 2021, when I covered the second annual State of Customer Engagement Report, I said that 2021 would be about continuing digital transformation with purpose when we thought the pandemic was almost over.
• It’s tempting to imagine that once the technology is in place, the job is done.
• While other industries including publishing and music were also drastically changed by digital connection, it proved to be particularly powerful in the case of software.

The AI insights you need to lead

It’s a challenge, but getting it right means customers who don’t just shop, but who love shopping with you. Just because someone is a user or a customer does not necessarily mean you have a relationship with them. Perhaps the foundation has been laid for a relationship and a transaction has been completed, however, if you do not have ongoing engagement with a customer then it’s difficult to establish a relationship.

Collaborative outcomes

There’s no doubt we are in the era of the “connected customer”, a digitally-fueled development with significant customer engagement implications. Digital engagement adds immeasurably to the customer experience, creates new means of connecting, and brings scale to interactions where that wasn’t possible before. Kehring cites several aspects of this transformation across the organization. The sales motion changes from a focus on closing deals to one that emphasizes renewals.