Fan The Flame – Make Your Customers Excited About Your Brand

Customers’ inclination for technology has redefined the way a business must be conducted in the digital environment. Boasting of a great product is not enough; you must know your customers before reaching out to them.

Customers’ inclination for technology has redefined the way a business must be conducted in the digital environment. Boasting of a great product is not enough; you must know your customers before reaching out to them, and understand them when they reach out to you. Respect values, requirements, and expectations of your customers to be a step ahead of their expectations and to enhance customer engagement. Deliver delightful customer experience across all touchpoints to win them over and deepen your share of wallet.

Customer Engagement

It is a clarion call for brands out there to fit into this media-saturated world of customers, and interact with them just the way they want. Relying on the traditional one-time push communications would neither excite customers nor give them reasons to shower your brand with bucket-full of affection. Aggressive sales promotions, advertisements, reward programs and other marketing offers may attract customers but are not conducive enough to tap their emotional connections or foster customer loyalty.

In today’s era of customer engagement decision-making, whether to invest the hard-earned money or not, is not driven by brand messages, but brands are equated with the quality of experience being delivered to customers. Thus, to convert your customers into brand ambassadors and to deepen your share of wallet, make the right move – be obsessed with your customers.

How can brands effectively engage customers

Here’s a quick take on what enterprises can do to enhance customer satisfaction, keep them happily engaged and eventually deepen share of wallet.

Multiple Customer Touch Points

End users these days get everything at their fingertips; thus, interaction via multiple channels- whether online, mobile, E-mails, social media, is a must. Tapping and expanding the number of possible touch points for customers should, therefore, be the utmost priority for the brands. After all, better the customer’s experience, better the customer’s involvement, and more the wallet share for your enterprise.

Personalized Experience

How would you feel if you enter a restaurant, and it starts playing your favorite music, and delights your taste buds by serving cuisine just the way you like it? Most likely, the restaurant would lure you to its shores, and you’d be compelled to repeatedly go to the same restaurant. Remember, personalization has the power to give that emotional fillip to your engagement with customers thus, deliver personalized, contextual experiences to foster customer loyalty. While reaching out to them via communications in any form, roll out contextual communication as it will address emotional moments and resonate with consumer lifestyle.

Consistency in Communications

In today’s hyper-connected world, keeping marketing communications fresh is vital. Inconsistent communications attribute to customer disengagement. Inconsistent elements of a brand across platforms are liable to confuse customers and upset them. You can certainly attract potential customers with a stellar sales pitch, but if there are inconsistencies in consecutive communication collaterals such as sales brochures, product demo manual, whitepapers, and eBook, it will make them doubt enterprise creditability. Maintain consistency in communications across platforms to cultivate a positive relationship with customers and turn them into your brand advocates.

Conclusively, in the age of automation and innovation, keep your customers happily engaged across diversified engagement channels and make them feel valued for being associated with your brand. One of the best ways to execute the aforementioned ways would be via investing in the right engagement technological platform- Customer Communication Management. Leveraging its on-demand and interactive communication capabilities, you can be ahead of your customer expectations, improve customer retention, conversion and compete in the marketplace in the best possible way.

Nikhil Nanda Nikhil Nanda is a part of the Centre of Excellence team for Customer Communications Management (CCM) at Newgen. He is responsible for developing the product roadmap, Go-To-Market strategy, and analyst relations for CCM product suite. He specializes in providing CCM consulting to clients in Banking and Insurance, across different geographies. Nikhil holds an engineering degree in Information Technology and a Post Graduate Diploma in Management (Marketing).