What is customer engagement?
Updated: Jul 11
Customer engagement is the ongoing cultivation of a relationship between the company and consumer which goes far beyond the transaction. It's an intentional and consistent approach by a company that provides value at every customer interaction, thus increasing loyalty.
There are many ways to engage customers.
Providing excellent customer service
Creating valuable content
Offering loyalty programs
Hosting events
Using social media
Personalizing the customer experience
The key to customer engagement is to understand what your customers want and need. Once you know what they are looking for, you can create experiences that will meet their needs and exceed their expectations.
What is the goal of customer engagement?
The goal of customer engagement is to offer customers something of value beyond your products and services. High-quality products/services initially attract customers; relevant content is what keeps them around. Marketers do this through a strategy known as customer engagement marketing.
What are customer engagement skills?
Customer engagement skills are the abilities to connect with customers and build relationships with them. They are essential for any business that wants to succeed.
There are many different customer engagement skills, but some of the most important include:
Active listening: paying attention to what the customer is saying, both verbally and nonverbally. It also means asking questions to clarify what you are hearing and to show that you are interested.
Empathy: understand and share the feelings of another person. It is important to be able to put yourself in someone else's shoes and see things from their perspective.
Communication: share your thoughts and ideas in a clear and concise way. It is also important to be able to listen to and understand the thoughts and ideas of others.
Problem-solving: identify and solve problems. It is important to be able to think critically and creatively to come up with solutions that work for everyone involved.
Adaptability: change and adapt to new situations. It is important to be able to roll with the punches and to be flexible in your thinking.
Patience: wait calmly and without complaining. It is important to be able to deal with difficult customers and to stay calm under pressure.
Professionalism: act in a way that is appropriate and respectful. It is important to be able to dress and act in a way that makes a good impression on customers.
Positive attitude: stay optimistic and upbeat. It is important to be able to project a positive image and to make customers feel good about doing business with you.
Customer engagement skills can be learned and improved with practice. There are many resources available to help you develop your customer engagement skills, such as books, articles, and online courses.
Here are some extra tips to improve your customer engagement skills:
Be present: When you are interacting with a customer, make eye contact, listen attentively, and avoid distractions.
Be respectful: Show that you value the customer's time and that you are interested in helping them.
Be open-minded: Be willing to listen to the customer's concerns and to try to find solutions that work for them.
Be positive: Be enthusiastic and encouraging.
Be yourself: Don't try to be someone you're not. Customers can tell when you're being fake, and it will make it harder to connect with them.
By developing your customer engagement skills, you can improve your customer relationships and build a more successful business.
How do we deliver customer engagement from Teracloud´s Service Delivery Team?
Teracloud’s Service Delivery Team is available 24/7 to answer customer questions and resolve issues. We stay proactive by reaching out to customers to ensure they’re satisfied with our services.
We understand that by engaging customers in ways that encourage them to help themselves and one another, by being clear about what they can expect from the company's services, and by offering them options that will enable them to achieve their desired outcomes, leaders can respond to today's challenges and position themselves for future success.
Customer engagement may come off as simple at first sight but it’s a complex and essential process for business to succeed. By understanding the importance of customer engagement and implementing strategies to continuously improve it, businesses can reap the many benefits much sooner than later.
Elisa Canale
Service Delivery Analyst
Teracloud
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