The concept of customer engagement only fully emerged in the digital era. Engagement became more prevalent and more visible as two-way communication between customer and brand developed over online channels. Engagement isn’t only digital, of course – it can also happen in person and through traditional communication channels.īut what exactly do companies and thought-leaders mean when they talk about customer engagement? Well, it varies. Out on the web, definitions are scattered, but they serve to highlight a few different dimensions of customer engagement.Ĭ’s definition paints CE as incremental and holistic, something made up of many small interactions, each with an influence on the whole:Ĭustomer engagement is the extent of the relationship a customer has with a brand. It can be strengthened – or diminished – with every interaction. From making a purchase to writing a review to join a loyalty program, the depth of customer engagement increases and becomes more mutually beneficial the more closely a brand can connect with customers’ preferences.Īcademic Linda Hollebeek, writing in the Journal of Strategic Marketing, defines it in terms of personal investment:ĬBE is defined as ‘the level of a customer’s cognitive, emotional and behavioral investment in specific brand interactions’. Further, three key CBE themes are identified, including ‘immersion’, ‘passion’, and ‘activation’.Īmazon Web Services links engagement with loyalty, and frames it as a business-led activity:Ĭustomer engagement strategy refers to the practices that organizations employ to keep users coming back to their applications. Maximizing customer engagement is vital in today’s digital marketplace, where an ever-increasing number of brands are competing for a finite amount of customer attention.Ĭustomer engagement is the emotional connection between a customer and a brand. Broadly speaking, customer engagement (CE), or customer-brand engagement (CBE) encompasses the customer’s relationship with a business. When we look at customer engagement we’re exploring the quality of that relationship – positive or negative – how customer participation occurs, and how often it happens.įor most companies, an exploration of the topic will also involve trying to understand how customer engagement relates to the success of the business in terms of sales, loyalty, and whether the customer is a detractor or promoter of the brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. With ClientCircle, you can do it all in one app.Repetition and frequency: Whether the interactions are frequent and similar, or sporadic and varied.Proactiveness: Whether a customer engages with a brand of their own accord, without prompting.Longevity: The length of time over which interactions are spread.Providing a high-quality customer experience is an important component of your customer engagement strategy.ĭimensions of customer engagement could include: Some like phone calls and email, others prefer texting or want to chat online. Today’s consumers want to communicate on their terms. With campaigns and content from ClientCircle, you’ll have everything you need to manage and improve communications, build better relationships and grow your business. Good, long-lasting relationships have one thing in common-excellent communication. That way, the next time someone needs insurance, they know just whom to call-you. But many of these seasoned producers havent been engaged in new business activity. Our automated referral tools will help you make sure your happiest customers are sharing their positive experiences with family, friends and colleagues. Tom Barrett has over 41 years of insurance industry experience. When people love something, they talk about it. That’s a lot of work, right? Let’s automate it, together. And while you’re always working on bringing in new business, it’s important to make sure your existing clients are happy and not shopping around. It costs a lot more to acquire a new customer than to retain an existing one. When people are looking for an insurance agent online, you need to show up above your competitors in search engines and have a consistent history of glowing reviews and testimonials from your happiest customers. An easy-to-use content management system (CMS) and CircleAIᵀᴹ language model are included. With a website from ClientCircle, you’ll create seamless experiences for your prospects, customers and employees automatically, all while looking good. Having a simple, functional and beautiful website makes all the difference in how you market your agency and service your clients. Easily create a custom journey for any audience and we’ll do the rest. Traditional CRMs use a pipeline tool leaving you to manually move your contacts and deals from stage to stage. Clients have many experiences with your agency as you build your relationships with them-prospecting, quoting, onboarding, renewals, cross-selling, etc.
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