Customer engagement strategy

Customer service engagement

What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place.

The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers. This investment is often done during working hours, at vast expenses for companies. Unfortunately, the work force has become increasingly mobile and when an employee walks away it can leave a big void. From the company point of view this can mark a time when customer engagement stops abruptly. The clients expect better though and a refined customer engagement strategy will ensure that they do not end up disappointed.

Picture courtesy of Harriet Kelsall Jewellery Design with our thanks

Customer service success

Customer service success should be celebrated. Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work. If your organisation is successfully delivering its customer service strategy it is critical that the teams responsible are properly thanked and rewarded in the same way as sales and marketing teams are. The benefits of a successful customer relationship management strategy are well known but often under-stated. Isn't it time to adopt a new approach?

Customer service: Stand out from the crowd

Stand out customer service

Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated... Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity. This is especially true if we suddenly discover that we stand out for the wrong reason in which case the company reputation is under threat and remedial action must be taken as a matter of urgency

Picture courtesy of Peter Stevens with our thanks - http://www.flickr.com/photos/pedrostephano/

Customer service: storm coming in

A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of  boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble. It requires patience and a humble attitude but the outcome is almost always favourable. Next time a client storm is brewing, chose the right course 

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Customer service experience: the odd one out

Customer service experience

Does your customer experience need to be personalised? Actually, customers do not often want to be treated in an individual way. Many customers share a sense of fairness and are happy to be handled like everyone else. But make no mistake, if a client feels that he or she is the odd one out and is receiving below par service, it won't be long before the complaints start flying in.

Picture courtesy of http://lilackitty.deviantart.com/ with our thanks