Customer engagement is about encouraging your customersto interact and share in the experiences you create for them as a business and a brand. When executed well, a strong customer engagement strategy will foster brand growth, loyalty and sales.
Ask yourself these critical questions…
Is it worth the cost of an outbound call to your customers if…
The call solidified the sale, reset customer expectations and reduced premature consumer anxiety and cancelations?
The call recommitted the customer and provided user tips during the guarantee period and reduced your return rate?
The call resulted in 25% of your one-time purchase customers reordering or reusing your product before they moved on to the next product or brand?
The call resulted in an opportunity to resolve unsatisfied customer issues before it resulted in a dreaded chargeback?
“Highly engaged customers tend to spend more on each purchase and make purchases more frequently, which in turn increases customer lifetime values and decreases customer acquisition costs. They also tend to give merchants valuable, often unsolicited, feedback for improving the quality of their products and services. Highly engaged customers are less likely to complain publicly about disappointing shopping experiences, choosing instead to resolve issues with the company directly.”