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.