Don鈥檛 confuse hammering your audience with marketing messages with customer engagement. You can鈥檛 force customers to engage with you. It has to be a decision the customer makes to want to interact with you in whatever manner they wish to engage, said Paul Greenberg, Principal of , at 最新博彩网站lics, the 最新博彩网站 user conference.
That engagement can be intense, casual, occasional, and/or frequent. And at any time that engagement level can change to any of the other states. Your job as a company is to provide customers with channels and capabilities to want to connect with you. If you get the customer in that state of mind, that鈥檚 engagement, Greenberg said.
Greenberg offered up the example of a company sending customers a coupon for 20 percent off every month for six months. They don鈥檛 expect each customer to actually come in and make a purchase every month, but the company is giving their customers the opportunity to make the choice to engage. Similarly, if you give people discounts to give to their friends, that鈥檚 another form of engagement that they select.
Engagement is proactive and it鈥檚 typically the customer who initiates it. What you鈥檙e providing are products and services and consumable experiences that make them want to interact with you. All you can ever do with a customer is 鈥渕ake them want to.鈥 You can鈥檛 shove a message in their face and expect them to respond. You can try it that way but the typical response is usually negative, explained Greenberg.
鈥淭he goal is to engage the customer so they feel valued. So they鈥檒l act and be proactive, not reactive.鈥 said Greenberg.
Rightly said, It enhances the better way for valuing the customer. Thereby we can maintain long term relationship with them. CRM is smarter way of running the business.