What is Client Engagement and why does it matter?
Customer [Client] engagement (CE) is an effect, a reaction, a connection, a response and/or an experience of customers with one another, with a company or a brand. The initiative for engagement can be either consumer-or company-led and the medium of engagement can be on or offline.*
All of that to say it’s a way for clients, both current and prospective, to engage with your brand.
At the heart of the client engagement process lies the customer experience. The customer experience, more than any other factor, will drive customer loyalty. Too often businesses get caught up in the flash of technology. That isn’t to say that technology and the rise of mobile and social technologies aren’t important, but at the end of the day, you are dealing with people. And how they experience your brand will dictate their subsequent level of engagement and loyalty.
There are a few basic rules you should follow for optimum client engagement:
1. K.I.S.S. – Keep It Simple Stupid. Remember your company exists to solve problems for your clients not to sell a product or service. So every aspect of the sale should be met with a simplistic, easy to use approach that lends itself to repeat business.
2. Utilize customer feedback. Nothing is more valuable than first-hand information from your client about how to help them solve their problems. Client loyalty isn’t gained by being the cheapest, it’s gained by giving the customer the best possible experience.
3. Use social media as another means of communication, not as a bullhorn. Too many businesses use social media to blast out their services and offerings. Those days are long gone. The client has at their fingertips access to any product or service anywhere in the world. If you want their business you need to convince them that you are worthy. Why should they choose your company over another? Allow the customer to interact with you in another medium. Illustrate your ability to recognize and react to their needs and you will build a loyal following.
Different clients = different concerns. This means developing a deep understanding of their goals and expectations and helping them to accomplish them.
How are you providing value to your clients?
We Can Help
3D Studios helps businesses grow their influence and their brands. As a boutique brand management agency, we begin with a thorough analysis of your needs and partner with you to develop and execute a marketing plan that will help you take your business to the next level. To learn more about how 3D Studios can help you, visit us at www.3Dstudios.net or call 914-304-4229.
*https://en.wikipedia.org/wiki/Customer_engagement
