The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross.
In business, customers should be more like friends than acquaintances. You want to stay in close contact to remain relevant to their day-to-day success. This deeper relationship is created using customer engagement. In a nutshell, customer engagement is the connection between an enterprise and the customer forged through communications.
So, why is customer engagement important? Because it forms a bond between you and your customers that encourages long-term loyalty based on mutual growth.
https://www.business2community.com/customer-experience/why-is-customer-engagement-important-and-valuable-02238103/
If you are reading this article, my guess is that you are already on board with customer feedback. You have recognised the value of having a strong feedback programme and you’re well aware of what it can do for your websites and mobile apps – as well as your brand as a whole. However, for you (and most other organisations), it’s not a question of whether you should start collecting and analysing customer feedback, but rather how to get your teams on board with the idea and contributing to the effort.
Here is our 3 step process for getting your team on board with customer feedback.
https://mopinion.com/getting-your-team-on-board-with-customer-feedback/
Communication is everything in all types of relationships, especially when it comes to your customers. If you ever thought customer communication is overrated, think again – 70 percent of customers are willing to spend more with companies that provide excellent customer service. The way you interact with your customers has a direct impact on your bottom line. If they feel that they’re understood and treated with respect, they’re likely to keep doing business with you.
So what about when things go wrong? It’s inevitable, things happen. How you and your frontline handle the inescapable adversity can make all of the difference. Not sure how to go about it? Here are four simples ways to get you started.
https://customerthink.com/4-easy-ways-to-impress-customers-using-communication/
VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet!
VOC has one challenge - there is so much information how do you get the most from it, tactically and strategically? Most companies can get good value from the actionable insights tactically but managing them as a part of a strategic dashboard has been an issue.
https://www.cxfo.org/single-post/2018/05/16/How-to-emotionally-score-VOC-Voice-of-the-Customer-and-Sentiments/
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