Customer Engagement Tips - PowerPoint PPT Presentation
Title:
Customer Engagement Tips
Description:
Customer engagement is built and rebuilt (or destroyed) with every brand interaction, whether that’s making a purchase, reading a Tweet, joining a loyalty program, receiving an email, passing by a billboard, stumbling onto an online review, having a conversation with a friend, or any other exposure to a brand. – PowerPoint PPT presentation
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Title: Customer Engagement Tips
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Customer Engagement Tips
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Customer Engagement Process
Currently marketing is going through a
revolution. We are seeing a fundamental shift
from brands pushing marketing messages in one
direction to organizations now, getting involved
in a two way engagement with their customers
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Customer Engagement
- Engaging with customers in a two-way dialogue,
connecting online and offline channels within an
analytics framework, and fully recognizing the
value of each individual customer is the way of
the future.
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Customer Engagement
- With this revolution in marketing we feel it
also calls for a revolution in the strategies
used to engage with customers. - To help in navigating these new strategies, and
this new approach, we have come up with the
following top ten tips to make customer
engagement more successful.
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Be ready to engage with the customers now
- The fact that internet search is now ubiquitous
means that when customers are looking for a new
product or service, they are likely to type into
a search engine what they are looking for and
they are ready to engage with the brands they
find immediately. - When they arrive on a website they are looking to
be engaged with interesting, dynamic content and
offers to lead them in to a relationship and
buying cycle.
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Engagement is an Ongoing Process
- Engagement is about taking the customer on a
journey. This travels from an unknown to the
brand, to familiar with the brand through to
customer and finally on to advocacy. - To do this effectively, organizations need to use
a customer database with which to build and
record customer relationships and engagement
cycles to track who is spoken to, about what and
when.
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Engagement Needs new Marketing and Agency Skills
- If marketers dont understand all of the
different tools in a marketing arsenal then they
could find themselves left behind very quickly. - Some of the tools marketers need to be aware of
include multichannel marketing, analytics, online
marketing and SEO, social media monitoring,
social media marketing, content management
democratization, the list goes on.
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Engage in the Conversation First
- With new social media monitoring tools, it is now
possible to listen to conversations about brands
as they happen. However, judging when to engage
requires respect for the individual, for their
privacy and how to approach will vary as a
result. - In the same way, it is considered rude to force
yourself into an unknown group at a party, hand
everyone a business card and then ask when they
will buy from your company, it shouldnt be done
online. Listen and wait to engage in the
conservation, provide valuable input, build trust
and understanding and the business will come.
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