How would your customers categorize their experience with your firm? A Forrester Research study that shared the findings from interviews with more than 4,600 U.S. consumers about their interactions with 133 companies across a variety of industries revealed that ONLY 13 firms received “excellent” ratings, while 45 were rated either “poor” or “very poor.” Clearly the results suggest improving customer experience and customer engagement will drive better business results.
Defining Customer Experience
Forrester categorizes the customer experience as the sum of three elements: meeting needs, being easy to work with, and providing customer enjoyment. The more complex your internal processes and the more interconnected technologies you have, the greater the opportunity to negatively impact the experience. Companies who are too internally focused, struggle the most with improving customer experience. To affect customer experience and engage customers you need to be a customer-centric organization. Customer-centric organizations evaluate processes, technologies, personnel, and decisions in terms of the impact on their customers and recognize that customer experience and engagement can be a valuable differentiator in the market.
How do your touch points impact your customer’s experience?
Earn High Marks
Companies who achieve high marks for customer experience generally have invested in cross-channel alignment, established customer-centric metrics, and have a customer-centric culture. These organizations recognized that a positive experience is the responsibility of everyone in the organization. The organizations objectives, strategies and metrics are aligned in order to facilitate the customer experience.
Customer-centric companies have mapped all the customer touch points and are committed to improving touch point effectiveness. Studies suggest that few companies are good at mapping their customer touch points. Mapping customer experience across all touch points has a tangible impact on the ability to engage with customers. Companies who have mapped the customer touch point process feel this approach has positively affected the success of their customer engagement strategy. Mapping customer touch points is something any company can initiate. Improve your touch point effectiveness with our Touch Point Effectiveness Workshop.
Four Key Elements to Delivering the Ideal Customer Experience
When it comes to metrics, customer-centric companies monitor customer metrics such as engagement, loyalty, retention, growth, and on-boarding for new customers. Research suggests that the ideal experience fulfills four key elements:
- Convenience: An enterprise needs to deliver on ease of contact, short wait times, through any channel the customer prefers
- Competence: Humans or self-service tools need to have fingertip access to all necessary information and be consistent across all channels
- Personalization: Companies and their web sites must recognize and remember the customer, and use existing information about them appropriately
- Proactivity: A company must proactively reach out whether by phone, text message, or other channels. The topics range from a simple follow-up to informing the consumer about relevant products and services (while still respecting the need for permission and being mindful of customer preferences).
While improving customer experience and engagement won’t cure all the problems your company is facing, it is a pivotal opportunity. Customers are becoming increasingly intolerant of poor customer service. Customer engagement is seen as being about creating relationships which result in value both for customers and for organizations. Research by E-Consulting and Cscape found that a customer engagement strategy increases long-term customer value and the value delivered to customers.
Develop Your Strategy
After you take a look at your current capabilities and map your customer touch points, you can begin to develop a strategy that will enable you to create the ideal experience and improve engagement with customers. To deliver an ideal customer experience, it is important to have a well thought out customer experience and engagement strategy. To be successful the strategy will need to address customer interaction in all its forms (web, phone, etc.), personnel skills, infrastructure to support customer-centric processes and data collection, business process, and customer-service and engagement data.
* Laura Patterson is a marketing practitioner, consultant, writer, and speaker. Contact her at laurap@visionedgemarketing.com. Also, check out Laura's other articles [22 & 38] on the Customer Value in the Now Economy blog.
I run my own business and often times we like to over complicate how to deliver quality customer service and really connect with your customer. Often times its necessary to take a step back and think about how you like to be treated from a consumer stand point and thats something that this article really capitalizes on.
ReplyDeleteThe post provide a detail breakdown in the definition of Customer experience, I will add creating value despite the fact that value could have different meanings depending on the customers. In now days, internal processes must be align with customer's needs and wants in order to stay competitive. Customer centric organization have the flexibility to adapt to changes in customer's needs and wants due to the more than average external and customer centric strategies.
DeleteThe Forrester Research study sheds light on a concerning disparity in customer experience across industries, revealing that only 13 out of 133 companies received "excellent" ratings from more than 4,600 U.S. consumers. The article underscores the pivotal role of a customer-centric approach, emphasizing the importance of meeting needs, ease of interaction, and providing customer enjoyment. As businesses navigate the complex landscape of internal processes and technologies, the call to invest in cross-channel alignment, customer-centric metrics, and a culture that values a positive experience from every team member becomes evident, positioning customer experience and engagement as key differentiators in the market.
DeleteAs a small business owner myself, I may say that customer experience through all touch points is effective in gaining and maintaining consistent clientele. Out of the four key elements given in the post, I believe proactivity is the most important. Following up with customers in a respectful and caring manner can go a long way.
DeleteGreat Article. I agree, Customer service is the backbone of every great company. Implementing great customer service techniques can increase revenue for companies and create customers.
DeleteI think this post provides excellent explanation on the importance of customer satisfaction, as well as the criteria to enhance customer experience. A lot of beauty related businesses now provide personalized services and recommendations to their customers to increase their engagement.
ReplyDeleteAs someone that studies entrepreneurship and wants to run her own business one day, this post is very relevant. Customers are the most important part of ones business because without them, there is no business to run. Therefore, learning the key elements of customer engagement is crucial in order for your customers to have a good experience (hence become loyal customers).
ReplyDeletePeople often do not realize how important customer satisfaction is. They focus on their own brand hoping the customers will like it. Focusing on the customer and making things easier for them will definitely bring them back.
ReplyDeleteIt is so important for customers to feel valued and known - in a way that they can relate to the company. This is why I particularly agree with personalisation as an effective way to deliver a better customer experience.
ReplyDeleteIt is so important for customers to feel known. Customers want to feel a relationship with the organisation, product or service. How it is similar to them or how it betters them. This is why I think personalization is so important to delivering effective customer experience.
ReplyDeleteCustomer service is something so important and overlooking our society today, and I think by coming up with a strategy to have the best customer service is key to amazing business. As humans, we thrive with other humans and how we treat each other, and it's extremely effective to have the people that allow your business to thrive being happy.
ReplyDeleteThis piece, in my opinion, gives a great explanation of the significance of customer satisfaction as well as the standards for improving the customer experience. Customers are a very important and releveant tool that helps a company grow, or fail. The expalnations on this post are very interesting and clear.
ReplyDeleteThis was a great read about customer satisfaction and the importance on making customers happy. Today, customer satisfaction to a company is one of the most significant concepts the company wants to achieve. Working as an employee for a company, the main thing for me was to maintain the customers satisfaction and this post gives a great explanation as to how to do it and why its so important.
ReplyDeleteAs a worker for a company now, I oftentimes have to contrate on maintaining customer satisfaction. It is one of the most important things you need to do in a company, in my opinion, and this post gives a great explanation on how to do that and why it is so important.
ReplyDeleteThis article was very informative and gives a clear concise explanation of how a business would succeed if customer experience and engagement are a main priority. I agree that meeting needs, being easy to work with, and providing customer enjoyment are three valuable ways to make sure that the company satisfies its customers; therefore, the customers will continuously come back. It is crucial customers feel heard and being consistent with the information and personalizing websites to customers can help a business be successful. For example, I work at Ulta and one of our top priorities is to be personable with the guests and make sure to tell them to download the app to receive benefits that are offered to them. By having the app they are able to see what purchases they have made and it also generates choices on what they may like to try next based on previous purchases and it is personalized for them. Overall, I agree that customers create growth for a company.
ReplyDeleteThis was a great article about customer satisfaction!! I plan on being a business owner in the future and learning about how important this is not only to the customer but for the company as well was very good! Reading this article gave great points on how to improve in customer satisfaction. A main takeaway from this article for me would be to make sure we give the customer an experience where they feel seen, catered to, and benefited from. Also, to invest time in this area if it needs improvement because customers are only finding more important today.
ReplyDeleteLearning and reading about the four key elements to customer experience has helped me see the opportunities that can be gained or missed when dealing with customers. Opportunities to build customer/business relationships are often overlooked or not focused on, but those relationships are bringing in the repeat customers and new customers. Those long term and short term relationships help excel a business in their customer service and engagement because customers want to feel valued and feel that their time and money is being spent well.
ReplyDeleteThis is an amazing article as it provides a brief explanation of how businesses can benefit from providing great experience and engagement to their customers. I believe that customer service, for most businesses, determines how profitable and successful the business will be. I plan on opening a business in the future, and reading this article gave me some of the necessary tools to not make mistakes that can cause my business to fail.
ReplyDeleteI enjoyed learning more about the four key elements to delivering the ideal customer experience. I had seen several of the concepts mentioned on this article in several of my classes before, but I found it interesting how each concept was described in the article. I was able to gather a few key elements, like for example that by improving customer experience it will give an advantage to the company to improve their quality of customer care because many customers are tired of low quality. At the beginning of this article there was a brief summary of what customer experience is, I found this helpful. Also, I enjoyed that the article included a link to a workshop to gain more knowledge about the topic. Overall, I am planning on using this knowledge for the future.
ReplyDeleteI thought this post was very interesting to read. It provided a concise yet informative strategy for customer engagement. I think it is important that the four key elements were laid out the way they were so they could stand out. As well as having a short yet clear explanation of each element. The company I work for has been working to improve their competence, having necessary information readily available, in hopes of bettering the experience overall and making things more efficient.
ReplyDeleteI enjoyed reading this article because the more you keep reading the more everything makes sense. After reading the full article every reader should understand that customer experience isn't the end all be all, but much rather a solid foundation to help build onto in order to help the business. Reading about the 4 tools really helped break down the importance of customer experience and how diverse the subject matter really is. All in all great read!
ReplyDeleteAfter reading this post I understood how important customer experience really is. The author made it clear that focusing on having great customer experience is very detrimental to having a successful business. It was mentioned that it isn't the end all be all, but certainly helps build a great foundation for your business. The 4 tool strategy was very interesting because it really showed how diverse the topic of customer experience really is and what needs to be of focus in order to have a great customer experience. In all, great read!
ReplyDeleteHaving ran a service business and looking back at what I did for customers, I could've done a lot better just by this post alone. This post has many great points about how focusing on customer experience leads to greater lifetime value.
ReplyDeleteI enjoyed reading this article since I find it helpful for new businesses or organizations that are stuck in their customer experience phase. This topic is one of the most important for customer loyalty and engagement. Having clear these touch points is essential and I think I learned about the specific key elements that are going to make a difference on a new strategy.
ReplyDeleteI appreciate how this article vocalized the importance of not being too internally focused, and how this can hinder the improvement of customer experience. Four key elements were mentioned that would help you create that key relationship with your customers. This will definitely improve your business.
ReplyDeleteThe article was very informative, especially how the four key elements to deliver excellent customer experience (Competence, Convenience, Personalization and Proactivity) are related to each other in order to help organization’s deliver long term customer value for their customers. As a customer myself, I do consider customer service one of the main reasons why I picked a brand over another. If I feel mistreated in a return or in the purchase process, I will never buy again because you are just treated like another sale. I do related to this article because some companies worries more their internal processes than their customer experience in general. We are living in a ultra-competitive business environment with a lot of options to buy a product. Customer engagement strategies are very important in my opinion.
DeleteI believe this post was very informative and interesting to read. It gave the reader a clear and direct strategy for customer engagement. I think it is important and helpful that the four key elements were direct and to the point and it gave us a short and impactful description of each point. This post will definitely help me in my future journey as an entrepreneur.
ReplyDeleteThis article stood out to me and helped me better understand how to achieve a great and ideal customer experience. As a small business owner myself, it’s important to continuously learn and understand what the customer is feeling and what they want out of your business in order to succeed. I love that this article expressed the key points and strategies in developing ideal customer experience because that will help my business and my knowledge in business, expand as well. As an entrepreneur, you have to continuously learn and learn overtime. This showed the importance of why the customer is the most important part of the business.
ReplyDeleteI believe the framework for creating a better customer experience found in this article are very practical and easy to follow. However, I think it is crucial to realize that customer engagement is a process which requires constant improvement. This means that businesses would need to reach out and collect data from their customers regularly.
ReplyDeleteCustomer service is a key factor to the success of a company, as customers are not tolerant of bad customer service and will simply go else where. The four key elements of delivering the ideal customer service are plausible and not hard to accomplish. The elements of convenience, competence, personalization, and proactivity are easy steps that I believe any company or business can follow. I believe this advice is very useful for anyone starting a business or just to know in life.
ReplyDeleteI find this article extremely important to me because I work in as a part-time sales associate while i'm still in school and its all about customer service. It discusses the significance of customer service and interaction when it comes to producing business results and cites a Forrester Research study that found only 13 out of 133 companies received "excellent" ratings from more than 4,600 U.S. consumers. Organizations that put a high priority on satisfying customer needs, making themselves simple to work with, and making their customers happy usually get great customer experience reviews. The article additionally points out the importance of four key factors for providing the ideal customer experience: competence, personalization, convenience, and proactivity.
ReplyDeleteI liked that in the article, customer service is acknowledged and evaluated. The marketing blog is all about the customers. Defining customer service is an important part of the blog article. It is important because this starts the discussion with a background that states elements that make customer service. In any business venture, including that of the metaverse, it’s vital to value customer service. Elements like convenience, competence, personalization, and proactivity were appropriately depicted within the article. Overall developing a strategy and taking a step back makes sense when dealing with marketing.
ReplyDeleteCustomer service is a key role in the world, America being one of the only maybe the only country who still follows the customer is always right guidelines. I believe the most important part which you covered in your article is the deliverance of what a customer is, this is key in any realm. From your explanation it was easier for me to realize what great customer service was.
ReplyDeleteCustomer engagement is an important factor in the success of a company. Customer-centric organizations evaluate processes, technologies, personnel, and decisions and due to this, the company can facilitate customer satisfaction and engagement. I liked how you explained the concepts, especially the four elements; they help create an environment where the customer can develop relationships with the company and vice versa. A company that analyzes customer data has a better understanding of its "crowd" and can understand customers needs even better than customers themselves.
ReplyDeleteI agree that putting the customer at the center of business is crucial for success. Your advice on leveraging data and tech to personalize the experience and create a seamless one is especially helpful. I also like the emphasis on continuous improvement and feedback.
ReplyDeleteI really enjoyed this article since I've been running my online business as well and it is based on creating relationships.I can agree with the key points to make an ideal customer experience. Customers are an important part the business and too many people lately have had bad experiences. So I think the key points convenience, competence, personalization, and proactivity are great ways to make sure that the customer has a great experience.
ReplyDeleteI love how you explain the concepts in this post. Customers engaging is a pivotal part of a business succeeding. I also love the fact that customer service was looked at in this article.
ReplyDeleteThis post is very informative in ways to improve customer engagement. Customer engagement is very important for a companies success, therefore in order to improve engagement companies must utilize the framework of customer touch points. Along with this, using the four elements mentioned in the post (convenience, competence, personalization, proactivity) are also essential for better improving customer engagement.
ReplyDeleteAgreeably, complexity of the internal system of any organization is a big factor in determining the level of customer experience. The more complex it is, the higher the chances of reducing customer experience. Interestingly, some company are caught in this puzzle of trying to balance between strong internal system and customer experience.
ReplyDeleteCustomer engagement and satisfaction should be at the top of the list of priorities for all types of companies, new and old. It is essential for businesses to learn how to keep existing customers engage and happy and also how to bring in new customers who are just as satisfied from the jump. As someone who is both a consumer and an aspiring business owner, this article is like the secret cheat sheet needed to know the essential key components of guaranteeing customer satisfaction and maintaining it!
ReplyDeleteHonestly customer service and satisfaction is such a key asset to a company’s success in the business world. I enjoyed how this article focuses on diving deep into a strategy that pushes companies to be customer-centric rather than internally focused. I really believe that by a business becoming personal and proactive with their customers, they will have higher financial prospects.
ReplyDeleteI find very valuable the 4 key elements in this article. Companies often do not realize the value that customer service beholds, and keeping customers stress-free is the component that would keep them coming. Using these 4 elements, we can emphasize clearly the practical yet caring strategy a company puts into their customers. A well thought, executed, strategy is important and customers now value this lots. Thank you for your article!
ReplyDeleteThis article caught my attention and gave me more insight into how to provide the best possible customer experience. In order to succeed as a small business owner, it's critical to continuously discover and comprehend what the customer is feeling and what they want from your business.
ReplyDeleteThis article has a lot of useful information on how to increase customer engagement. Customer engagement is very crucial to the success of a company; hence, in order for businesses to enhance their customer engagement, they need to make use of the framework of client contact points. In addition to this, it is necessary for better-boosting customer interaction to use the four factors outlined in the article, which are convenience, competence, personalization, and proactivity.
ReplyDeleteThe post is not only informative but it is also very unique. I rarely see businesses value the customers they are there to provide for and help/ Customer engagement is very important now a days with the rise of media and it is important for us to utilize it. The framework was perfect. The article was well written. Everything was amazing. Especially highlighting the four elements.
ReplyDeleteThis post is very engaging and not only that but very unique. Now a days We rarely prioritize the same customers that help us and keep us afloat. Making a plan that almost guarantees their engagement not only lets them know we care but also is a very smart business move because it builds customer loyalty. Along with the the four elements used are amazing. Convenience, competence personalization and proactivity are sure ways to keep your company on top with customers.
ReplyDeleteThis post definitely is inspiring and great with the key tips to be successful in your business. I agree with the key points in an ideal customer experience scenario because it is super important to build relationships. I believe that is the way to have a successful business and have good customer flow.
ReplyDeleteI completely agree with Laura Patterson's insightful post on the importance of customer-centricity and designing an effective customer engagement strategy. I believe that companies embracing a customer-centric approach tend to outperform their competitors. By understanding customer needs, aligning internal processes, and leveraging technology to deliver exceptional experiences, organizations can foster loyalty, increase customer satisfaction, and gain a competitive edge in the market.
ReplyDeleteThe article provides a clear, succinct description of how a company might flourish if it placed a high focus on customer experience and engagement. Customer service is a concept that our culture today neglects despite its importance. It is crucial for consumers to feel appreciated and recognized. Additionally, the four important components will unquestionably enhance customer service interactions. After reading this post, I am confident that developing my plan will enable me to deliver the optimum experience and increase customer engagement.
ReplyDeleteThis article provided a clear and visual description of how important customer service is. Most people don't realize the importance of delivery and how it can positively or negatively affect your company. Therefore, providing four key elements easily exposes great strategies to increase productivity. My favorite out of the four was proactivity. I believe constant engagement aids in building a successful company. Most customers look forward to hearing back from the company either after purchasing an item or after inquiring, it shows that the companies main objective is communication and consistency.
ReplyDeleteThis article is very informative and useful for today's world. It's incredibly important to understand how to cater to your customer needs and to ensure that you get positive customer feedback. Especially how the key elements are broken down. The last thing you want is for your firm to be looked at negatively. Not very good for business indeed.
ReplyDeleteThis post is amazing if you are looking into heavily consumer-oriented
ReplyDeletebusinesses such as retail, niche services, etc. Customer satisfaction is an important aspect of any business that will drive a long-term, positive effect into its consumers and partners. One great concept that was mentioned that caught my attention was the emphasis on customer metrics, importantly the measure of these metrics through engagement, loyalty, retention, and other metrics that help demonstrate where customers align with a given company.
The article provided an effective description of what most companies strive to do: focus on customer service. Companies must be customer-centric evaluating needs based on the customers. A company that implements a customer engagement strategy will have a long-term effect with their consumers as they are actively reviewing their experience and ultimately will benefit the company. One of the key four elements to an ideal customer experience is convenience. I believe this is the most important one because as consumers we want our products and services to be delivered quickly and with no wait times. For example, many customers may get turned off if they see too many lines or long wait times. They may be in a rush and may put back their items because they do not have time to wait in line. As humans we are very impatient and tend to want our customer experience to be delivered as fast as possible.
ReplyDeleteI never realized how low customer satisfaction rates were, this article surprised me! The author did a great job at highlighting the issues that companies face in turn leading to lower customer satisfaction rates, such as having too complex internal processes. It makes sense that more simplified internal processes and making your experience consumer based leads to higher customer satisfaction.
ReplyDeleteI really enjoyed reading this article! It is very important for a company to prioritize the customers’ experiences. I agree that it is the best way to engage and attract new customers, influencing the success of that firm. The main takeaway I gained from this article was how a company should be “customer-centric.” I think it is very important that a company should facilitate a customer’s interaction with their company. This includes communicating thoroughly with them and making all the information very accessible to them.
ReplyDeleteThis post shows a very elaborate and detailed explanation regarding customer engagement and how to prioritize such a factor to draw in the best responses. In a multitude of different markets, customer satisfaction is what sets a good company from a great one, due to how much power a customer holds. They dictate the success for the company, so focusing your gameplans on how to market effectively and how to increase customer satisfaction is a great path to take. This article describes how to do so in a very concise way, and I'm glad I was able to lean about how important the customer truly is in the grand scheme of things.
ReplyDeleteThis article is very informative and gives very effective tips when it comes to creating customer engagement for businesses. As someone who is looking to open a practice or business in the future, this is extremely vital information. Using this guideline and understanding this from a customer’s perspective will be extremely effective in creating quality engagement. These pointers also show effective ways in ensuring customer satisfaction by incorporating engagement methods such as follow-ups via text message, surveys, and other forms of online services. Using these pointers, I will be able to personalize my own strategy that would be the most effective for my business.
ReplyDeleteThis article actually had helped me out in my customer engagement skills when I went to Walt Disney World for my Disney College Program this past summer. I also got to learn in person in regards to customer satisfaction especially since I worked in customer service/a merchandise location. Continuing to learn and improve on my customer service skills allowed me to continue to know how important the customer is and how customer engagement/customer service impacts a business.
ReplyDeleteI strongly believe that customers are becoming more demanding when it comes to services provided, or food, or any other utility, since the price paid needs to be justified. Besides, there is so much competition among brands, that the customer ends up purchasing the service that provided the better experience. Undoubtably, meeting customers' expectations is challenging but it also vital in order to enhance loyalty and be successful. Developing a customer-oriented strategy is of utmost important.
ReplyDeleteThe Forrester Research study's findings highlight the need for businesses to prioritize customer experience and engagement. Only 13 out of 133 companies received "excellent" ratings from consumers, emphasizing the room for improvement. A customer-centric approach, as defined by meeting needs, ease of interaction, and customer enjoyment, is essential. High-performing companies invest in cross-channel alignment and a customer-centric culture, recognizing that a positive customer experience is a collective responsibility. Mapping customer touch points and focusing on convenience, competence, personalization, and proactivity can guide strategies to enhance long-term customer value. In summary, I totally agree businesses should develop a robust customer experience and engagement strategy to stand out in the market and build stronger customer relationships, ultimately improving business outcomes.
ReplyDeleteKnowing how important customer service is in order to create a successful company, it all starts with the consumer and if they are satisified with your good or service. Having a plan in order to execute excellent performance is necessary, and these four key elements make it simple and easy. Creating a foundation and a standard with these four elements will help me as a future employee/owner to continuously help me keep customers satisfied and build good relationships inside and outside of the workplace.
ReplyDeleteThis article greatly detailed the importance of companies engaging with their customers and creating the best experience. The four key element strategies are great to incorporate and I believe more companies should use them today. The best way to demonstrate these ideas is to connect with its customers through the use of online platforms with social media.
ReplyDeleteThis post really showed the importance on how companies should be engaging with their customers. They even give you tips on how to learn and even better your customer engagement. I liked how it broke everything down to help give a better understanding.
ReplyDeleteI believe that customer engagement strategies are extremely beneficial for every business. Now a days, customers are becoming more impatient when it comes to costumer service. That is why providing an efficient and convenient costumer engagement strategy can reduce the number of costumer dissatisfaction.
ReplyDeleteThis article was very good. I felt that it can be used by anyone. Companies should definitely read this to help them be better.
ReplyDeleteThis article was very well written! The Four Key Elements to Delivering the Ideal Customer Experience is great for many business owners to look at and implement. It's a great opportunity to grow in clientele.
ReplyDeleteCustomer experience is essential to prioritize. The four critical elements defined were a great add-on to the article. The elements expanded knowledge on where to aim when measuring customer experience. This article was written well throughout and gave excellent guidance to developing a strategy for improving customer experience and engagement.
ReplyDeleteThis is a very direct and helpful article. As a business student in college, it is never emphasized enough how important the customers are, and this article takes that notion a step forward and offers nuanced strategies on how to maximize customer engagement and satisfaction. One new thing that I learned was touch points (every point in a business that the consumer is in contact with the company), I did not know what they were, and now I know how important they are. Customer satisfaction starts at the smallest level of touch points, once you take care of the little things, everything else falls into place perfectly.
ReplyDeleteWhen running a business I feel like many people consider customer satisfaction, but don't really understand it. This article really boils it down to its most important characteristics and explains how to deliver with simple steps.
ReplyDeleteThe article highlights how important companies should build engagement with the customers. Delivering the ultimate customer experience helps with developing a strategy that enhance engagement with customers. It also show how much you value the customers.
ReplyDeleteLike many people commented, companies and businesses should read this article, and as someone who works everyday in the customer service industry, I enjoyed reading this article because it definitely speaks many truths. We cannot empathize enough on the importance of understanding the customer’s journeys and obtain data that will help develop personalized and targeted engagement tactics in order for businesses to create meaningful interactions that will foster a strong emotional connection with the audience. And by recognizing the significance of customer-centric approaches and implementing the key elements suggested tactics, businesses and the market can also grow stronger relationships with their audience and achieve long term success.
ReplyDeleteLaura’s post clearly outline elements that describes the importance to establish engagement strategies between the customers and organizations. This with the objective of facilitate a customer experience and satisfaction. Developing costumers experience requires elements and a plan that are crucial for a positive or negative experience. Definitely will evaluate my strategy plan for my future business model.
ReplyDeleteI have such an appreciation for this article for marketers such as myself that aren’t fully enthralled in the engagement experience every day. Being a public health professional that still had to focus on marketing, it’s important to remember that customer engagement is equally as important. A key topic that stood out to me in this article are the key elements to delivering the ideal customer experience. Realizing how important it is to ensure that the customer is pleased increases their need to return for service or to purchase the product. Proactivity is typically forgotten about being that it requires the consumer to reach one. One of my favorites mottos is Reach One, Teach One. Meaning it’s important to be proactive in reaching out to the population through different avenues. This was such a thoughtful and resourceful read.
ReplyDeleteThis article really goes into depth on the important of customer satisfication within a company and it's impact on how well that company can do. As an artistic entrepreneur of my own, I am able to use the strategies and knowledge to create better customer staisfaction with my own clients who may higher me for jobs and also better satisfy my current bosses in the work field.
ReplyDeleteI like how this article talks about how to effectively reach customers and the strategies you can take to do so. I have worked with a business before that struggled with customer engagement, which is important to get and keep clients for a successful business. They had 2 of the 4 key tools needed to have a successful customer base. However, I think sharing this article will be a great way to motivate them to create new ideas to ensure they are reaching customer satisfaction.
ReplyDeleteI found this article to be very insightful as it effectively highlights the critical importance a customer-centric approach has in shaping positive customer experience. By emphasizing the interrelated elements of meeting customer needs, enhancing customer enjoyment and faclilitating seamless interaction, this post points out the importance that aligning internal processes and technologies can have on the customer journey. Furthermore, I found value in the article’s focus on mapping customer touch points and the strategic implementation of the four key elements (convenience, competence, personalization and proactivity). Following this roadmap can help firm’s elevate both customer engagement and satisfaction, which is crucial in an era where a company’s success in the market depends heavily on creating anf delivering good customer value.
ReplyDeleteAs someone who worked for several years as an Account Manager for Rosetta Stone, I agree that retention and growth is the key to stability for an organization. My job was to retain and grow accounts in K12 districts. This was an area of great revenue for the company. In fact, greater than new business sales. There is so much opportunity in this area and having a strategy that incorporates elements that are customer centric is absolutely critical.
ReplyDeleteThis post was extremely clarifying and insightful. Designing customer engagement strategies for a company is not a black and white task. There is a lot of grey areas for companies with complex internal processes. Companies who invest in customer - centric metrics tend to have higher earning marks for this reason!
ReplyDeleteThis article demonstrates how customer service is a basic component that affects every area of the organization, not just a department inside one. Putting customer service first results in happy consumers, loyal customers, positive word-of-mouth, and a powerful, long-lasting brand.
ReplyDeleteAfter reading this article I was able to understand the issues that many customers had faced. I also got to understand the internal processes and how to make higher earning marks from investing in the customer. I enjoyed how in depth this article went to highlight customer service and how to reach higher rates.
ReplyDeleteThe comprehensive breakdown of the customer engagement landscape is both enlightening and timely. The statistics from the Forrester Research study serve as a wake-up call for businesses to prioritize and enhance their customer experience. I enjoyed how the emphasis on the four key elements, especially proactivity, resonates strongly in a world where customers demand not just satisfaction but a personalized and anticipatory connection. It's a reminder for us all to reassess our touchpoints and develop strategies that truly cater to the evolving expectations of our customers. Excellent insights and great read!
ReplyDeleteThis article is very educative and provided me with clarity about marketing and customer service importance. With top quality customer service, businesses can truly flourish and stand out against their competitors. Also having such quality care can create a loyal customer base allowing for stability in business.
ReplyDeleteI really enjoyed this article, learned some things, and some others confirmed ideas I’ve been putting forth. As we are currently embarking on customer engagement initiatives in my workplace, we work to discover ways to receive meaningful feedback and engage the customer in positive ways. That includes our internal customers. The very first thing that was apparent was how convenient is it really to the customer we are looking to engage. I will definitely take these points back and try to tweak our QI project and increase engagement.
ReplyDeleteThis Article was really enforcing the effect quality customer service has on a businesses flourishment. With taking the careful steps and attending to the needs of customers, businesses can really accelerate their products and build a base of stability within the field. I really agree that with taking the necessary effort to take the extra step for customer service, can really improve business outlooks.
ReplyDeleteThe article emphasizes the idea that a company that excels at evaluating consumer data develops a better grasp of its clients, transcending their own awareness of their preferences. The identification of four critical elements—convenience, competence, customisation, and proactivity—for establishing the best customer experience serves as a practical foundation. This approach is useful for firms looking to improve their customer engagement strategy and, as a result, increase long-term customer value.
ReplyDeleteLove how this post emphasizes the importance of personalization in customer engagement. This aligns with the idea that every interaction counts. Great insights on leveraging data to understand customer needs. It's key for crafting strategies that resonate!
ReplyDeleteI thoroughly enjoyed this article. I learned some new things through reading, some things were confirmed for me, and others gave me ideas. As I am currently embarking on ways to thoroughly engage customers in my workplace, these 4 points are great. For not only external customers, but internal, it was extremely important for us to pay attention to things such as convenience and ease of use/engagement. This article drove home ways that we can collect meaningful insights and provide meaningful opportunities for engagement. I am looking forward to expanding my QI project with the 4 main points listed in this article.
ReplyDelete
ReplyDeleteLaura Patterson's article emphasizes how important it is for businesses to focus on making customers happy. It suggests that companies need to work together, measure how well they're doing with customers, and have a friendly attitude. The article also gives four simple tips for creating a great customer experience.
According to a Forrester Research report, improving customer experience and engagement is essential to improving your business performance. Customer experience ratings are often high for customer-centric businesses that make investments in cross-channel alignment, set up customer-centric measurements, and cultivate a customer-centric culture. Businesses may provide the best possible customer experience and build enduring relationships with customers by emphasizing ease, expertise, customisation, and proactivity. The key to this endeavor's success is crafting a well considered customer experience and engagement strategy that takes into account a number of factors, including infrastructure, personnel skills, and data collecting.
ReplyDeletePatterson advocates for organizations to adopt a customer-centric approach, focusing on meeting needs, ease of interaction, and providing enjoyment to help organizations thrive. She highlights the importance of mapping customer touch points and developing a well-thought-out strategies that addresses various aspects and emphasizing on the role of positive customer engagement for the long term.
ReplyDeleteThis article by Laura Patterson offers practical ideas that could be implemented in art galleries seeking to enhance engagement with knowledgeable collectors. In the art market, where emotional connection, rarity, and investment potential are crucial, Patterson's customer-centric approach can be transformative. Galleries can benefit by deeply understanding collector preferences, simplifying interactions through personalized services and accessible online platforms, and maintaining proactive communication about new acquisitions and trends. Additionally, mapping touch points and fostering a customer-centric culture would significantly contribute to a personalized experience that resonates with collectors, fostering loyalty and satisfaction. Aligning these strategies with measurable metrics would help galleries continuously improve and succeed in a highly complex and competitive market.
ReplyDeleteI really liked how this article highlights the importance of mapping customer touch points. It’s surprising how often companies overlook the little interactions that shape the overall customer experience. Focusing on making those moments smoother and more personal could really improve how customers feel about a brand.
ReplyDeleteGreat thoughts; this is a very intriguing essay. I wholeheartedly believe that identifying customer pain points is critical for cultivating a really customer-focused culture. It's fascinating to observe how organizations that stress ease, competence, customisation, and proactivity boost consumer pleasure while also driving long-term loyalty. Thank you for sharing.
ReplyDeleteOftentimes while working as a dental assistant at a dental office, I see the dentist worrying about meeting the demands of her patients, who are essentially her customers. She tries to satisfy them and also ensures that all her employees are also taking responsibility for customer satisfaction. You want the business to thrive and attract more customers and this can be achieved through a customer-centric where they feel heard and understood. If I decide to open my clinic in the future, I want to put myself in their shoes, knowing that I have done my best to provide them with a satisfying experience. This article is pertinent in that it helps in targeting specific areas to expand a business and help it prosper.
ReplyDeleteI personally did follow up calls for a car dealership's service center over the summer. After having done thousands of these calls, I can easily say that having a person to person connection (company to customer) is one of the best ways to build and maintain long term customer relationships when done correctly.
ReplyDeleteAs a consumer, I definitely appreciate having that connection with the businesses that I support. Being able to visually see how this connection betters a business and also benefits the consumer is interesting. I also feel the easy layout of this article helps with retaining the information for future endeavors.
ReplyDeleteThis article highlights the importance of creating effective customer strategies to prioritize customer needs in every interaction. All the people behind a business are responsible for a positive experience due to the strategy and objectives they have had to make to facilitate the consumer. I like that this article emphasizes the importance of an engagement strategy to be successful. Personalization and proactivity are essential for success in the competitive market because they have an approach to the consumer that can be made through different media types. I think these can greatly support reminding consumers of certain products and services the brand can offer.
ReplyDeleteThis article is wonderful in highlighting the promience of the relationship between businesses and its customers! Running a business myself and working between the hospitality and real estate industry, the 4 key elements to delivering the ideal customer experience—convience, competence, personalization, and proactivity—are all applicable within these industries and are significant in prioritizing customer needs and creating that longstanding loyalty and relationship. The four of these facets together work in tandem to draw in customers and keep them loyal to the business as they feel supported and welcomed by the business
ReplyDelete“This article underscores the importance of mapping out customer touch points to build a truly customer-centric approach. The four key elements—convenience, competence, personalization, and proactivity—are critical for any company striving to improve engagement. This proactive strategy is essential in today's market, where customer expectations for seamless experiences are higher than ever.”
ReplyDelete