To be honest, most business professionals are pretty glib about customer service. Everyone thinks they give it. But, it’s actually pretty hard to find these days. One of the key elements that many business owners fail to piece into their puzzles is Customer Engagement. Customer engagement is the result of an emotional connection your customers develop with your company. It’s derived from relationships, give-and-take experiences and situations where feedback feels valued.
Customer engagement may the best way to predict and cultivate organic growth. Your strategies for getting customers through your door may be wildly successful, but if you don’t capitalize on the opportunities to engage your customers, you are missing out.
Developing a system that allows your customers to deliver feedback is essential. For instance, Lenovo, a global technology software leader, developed their highly successful social media platforms in the spirit of encouraging users to leave their comments, eventually enabling them to deliver products that better suit customers’ needs and wants.
Providing customers with the chance to give their input and express their opinions has a huge impact on how they feel about doing business with you. It creates an even more significant effect when customers are recognized for their engagement — whether through rewards or simple return communication.
Always be humble, non-judgmental and prepared to handle any curveball they may throw at you. Most importantly, really listen.
All Are Involved
From the CEO to the janitor, everyone at your company is a part of your customer service team. When customers or clients visit or choose your business for services, the entire experience is what they base their opinion on.
Chik-Fil-A and Starbucks really have this figured out. From the moment you pull into the parking lot to the time you leave, the experience is about you at each of these places.
Every service call, each online chat and all face-to-face experiences should be delivered with the intention of providing the best customer experience possible — EVERY TIME. Be pleasant, helpful and smile.
Culture of Customer Service
It’s important for your customers and clients to observe your place of business as a nice place to be. To do this, you have to develop a culture that fosters customer service, respect and courtesy among everyone under your roof.
- Extend that philosophy to your family members, friends and others you encounter throughout your day.
- Encourage your employees, peers and supervisors to live the concept.
- Establish an environment where your employees don’t go home completely depleted or exhausted.
- Fuel them with positivity and encouragement — along, with delivering this to your customers.
This type of atmosphere is contagious and welcoming; your clients will want to come through your doors.
Customer engagement is an element of customer service that will help your business grow and thrive. To learn more about how your business can capitalize on customer engagement email us today!