Customer engagement and retention is required to grow and maintain the brand reputation. It is your customer who is the best advocate of your products and services.

To help marketers enhance their customer engagement, Forbes contributor Micah Solomon has shared ten secrets of customer engagement.

Solomon says, “Customer engagement is a result of superior customer service and a well-designed customer experience. To make the concept trickier, though, not every aspect of customer service and customer experience design and execution affect engagement equally. Here are ten places where you have an opportunity to make the most difference; use this list as a checklist you can return to any time you think things may be going astray, to ensure you’re on the right track.

1. Strive for a default of yes: Automatic positivity is a powerful way to ensure that you’re engaging your customers. The attitude every employee in your organization should exude is, “the answer is yes, now what is the question?” It’s not good enough to grudgingly, foot-draggingly, eventually carry out your customers’ wishes; you need to be giving them the impression, from the very first moment, that you’re going to take care of doing so.

2. Warm up your handoffs: In addition to being positive and warm-spirited in their interactions with your customers, your employees should be ensuring a seamless experience: cold transfers on the phone should be verboten, and any time a customer is handed off to a fellow employee for assistance”.

10 Secrets Of Customer Engagement: Fine-Tuning The Customer Service Experience For Success

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