With the advent of social web leading to the entire fundamental shift in the way business engage themselves with their customers, there has been a huge transformations that has taken place. Instead of focusing on typical “touch points” while conducting the sales and marketing process, they are more into using social technologies that include frequent online interactions via various social channels.
According to the reports, companies who are more engaged with their consumers using social media, have big pool of loyal consumers in their hold. And to get this business boost, officials need to expand their concept of “consumer services”. It is not all about an isolated section of business model but is a larger consumer engagement strategy. The reason that holds this concept into place are the responsibilities that traditionally fall into the marketing and product teams. All of these aspects now adhere to the realm of customer service. Although the concept of social marketing has been around for a while, companies need to better focus on enhanced customer engagement.
Consumer engagement exists in full spectrum of experiences – Consumer engagement is no longer taken as a series of one-off experiences, but in reality it is an ongoing phrase. Companies are required to be efficient listeners in the digital age, and need to acquire some exceptional skill sets to provide best practices. There should be optimum interaction that creates positive experiences and offers direct benefits for your customers. The peer to peer relations are the core to the social web.
Should be result driven – While having a session with the client, the overall criteria must be goal oriented and focused enough to produce desired results. When you engage consumers, analyse whether this is an improving product hence nurturing loyalty and increasing sales. Maintaining the ongoing and genuine relationship with the consumers will make major impact on both the traditional and enhanced arena.
Not restricted environment – Earlier officials used to make phone calls, emails, and all the interactions were closed off settings. But for now the overall spectrum has been living in an “always on” environment ruled by the mobile experiences. Healthy interaction with the consumers will lead to gain goodwill and renowned position in the market.
Control must be entirely palmed by the companies but a significant consideration must be offered to the consumer requirement, behaviour and Feedback.