We recently wrote a blog post detailing the four things modern organisations need to focus on in order to become successful digital-first businesses.
Over the next few weeks, we thought we’d unpack each of these areas in a little more detail.
In this post, we’re taking a closer look at customer engagement. There’s no denying that in today’s digital-first world technology plays a pivitol role in helping businesses boost the experiences they offer their customers; especially as more and more customers demand seamless experience via the channels of their choice. Mobile and social are making customers more powerful than ever.
Here are a few ways you can prioritise customer engagement in your business:
- A customer-centric mind set across all departments: They say that if you make the customer king, they’ll make you their prince. Sure, your sales or marketing team may be the people who actually engage with your customers but if everyone in your business isn’t prioritising the providing a positive customer experience, some departments may undermine others. Everyone in your business needs to understand the importance of holistic customer engagement in fostering customer loyalty.
- Data-driven insights for a holistic view of your customer: We all know that businesses now have so much information about their customers. When used effectively, this data can help businesses to create a 360-degree view of their customers and in doing so, enables a business to better meet customer needs.
- Marketing working alongside IT: Acknowledging that digital technologies are a cornerstone of modern customer engagement, marketing/advertising/sales efforts need to be aligned with IT capabilities. If the IT department have a clear idea of what the marketing team are trying to achieve they’re better positioned to supply this team with all the necessary resources and support.
True customer engagement starts with your entire team working together and using all the information you have at your disposal to recognise customer preferences and successfully respond to customer expectations. To find out more about what we do at Nebula and how we manage to meet our clients’ expectations, sign up for our monthly newsletter below.