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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 »