Customer engagement is no longer a series of one-off experiences—it’s an ongoing dialogue. Companies should develop ‘listening skills’ in this new social media age. It means listening to customers who are already having conversations about brands –yours and others—in traditional online channels as well as over the social Web.
Keeping it REAL
Those conversations need to come across in a genuine and human way- keep it real. Important elements to invest into are to establish trust and form relationships through open, honest interactions over time.interactions that create positive experiences and outcomes for your customers.
Proactive outcomes include participating in the online conversations, solving problems, answering questions, hearing ideas and giving positive feedback while supporting them.
Responding to the customer’s feedback is critical- Unlike just a few years ago, the customer now has all the tools to be in the drivers seat. Businesses can benefit by staying engaged with customers or potential customers who talk about your products/services.
Take some time today and discover how you can engaged with your customers!
Make it a great day
Owner/founder of Rain and Company