Customer engagement

How do you engage customers you don’t actually know? Not long ago most people knew their bank manager personally. Now the same services are often provided by a call center. Successful brands rise to the challenge and attain customer engagement by being utterly trustworthy. This starts with delivering on your promises.

• Cross channel dialogue is all about calibrating and co-ordinating customer interactions across multiple channels -both inside and outside the organization. The latter point is important. In an age of social networking and the ‘connected consumer’, customer engagement is key. Read more »

• Customer lifetime value (CLV): How much is each potential customer worth to your organization over their lifetime? How much are they worth as a promoter or super-promoter of your brand? Customer lifetime value solutions help you calculate the long term profitability of customers – as well as answer the key question: When is a relationship officially over? Read more »

• Customer fulfillment: What happens after the sale has been made and it’s time for a brand to start delivering on its promises? Customer fulfillment is about employing best practice and getting the processes in place to deal with customers on a day-to-day basis. It’s not just about physical fulfillment but creating open lines of communication that enable customers to feel listened to and valued. Read more »