Customer Engagement

Today with all the new customer communication channels provided by Social Media it has become apparent that the old ways won't work!

First change is if you are using the web to help your sales it is important to understand what the customer does when they log onto your web site. Mapping the customer journey through multiple channels is essential.

The next change is to actually go beyond standard service when dealing with the customer. This means your business mission has to be understood by all employees.

For example our machinery division sells machines that runs at highest efficiency with lowest waste 24/7. Our mission in selling terms is we offer fastest speeds at lowest package cost. All communications are around this theme.

The next important change is the engagement with the customer and how to hold the customer's attention. The aim here is to avoid the customer looking and then switching to a competitor.

This is pure marketing in 2014.

We all need to ask what is the brand message and are we able to deliver this time and time again?

Can we meet that promise or more importantly can all the staff provide customers with the same answer about the message?

Credibility is the hardest part of brand promises.

Constant contact with the customers is necessary to make sure that the Company is delivering on its promise.

Now with understanding the journey the customer made in looking you up it is essential you create value in what you offer.

Discounting is not value but showing them that our products help them to be more successful is value at its highest point.

Finally you want customers to know they are with a brand that delivers on its promise.