Ongoing Customer Engagement

Bill Gates wrote "Your most unhappy customers are your greatest source of learning"

Changes in customer behaviour, mainly driven by new technologies and channels, mean that the opportunities to listen to our customer - unhappy or not - are endless.

Customers want a better version of the successful relationships brands have built in the past.

How can you make sure to deliver what the clients want so they are happy with your brand? Where and how to engage with them?

According to a survey from DMA the top 4 choices regarding what they want are: 72% quality, 64% service, 63% offers, 57% convenience.

Your brand needs to continually offer to customers the best products, deals and service, enhancing engagement and adding value to that. Brands must commit to constantly optimize how they are customer's need are met. Adapting to changing demands of consumers for hard areas such as promotions, services and convenience are crucial in maintaining functional engagement.

Brands that also invest in rewarding customers for their engagement, will strenghten their bonds in the long term.

Also, using more intuitive technologies such as chatbots and virtual assistants, into digital touchpoints enable brands to become more relevant to customers.

The desires and needs of customers are universal. Using data and technology to understand people is vital to the future success of brands who want to achieve a better customer engagement.