01 May 9. Create a “listening center” to drive conversation
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A listening center isn’t just an avenue where you listen to your customers, it’s equally an opportunity to pay attention to details – as you sort all questions and make a promise to answer them – if you don’t have all the answers at one sitting.
Cisco and some of the top brands are redefining customer engagement and service. Although, these companies have come a long way, you too can create a listening center that will drive conversation.
There are several benefits to developing a “listening center.” For one, cisco sees and hears social media at new listening center.
In case you don’t know, here’s the truth: your customers are in a haste. It’s your responsibility to shorten response time – especially when they ask questions that’s been bugging their minds.
Knowing which questions to answer first, and how to send it across to your customers will go along way to excite them. That’s what customer engagement entails.
With a listening center, you’ve got a system that you can leverage on to further strengthen relationship with your existing and new customers.
10. Scale your customer engagement budget
There are new strategies, tools, vehicles, and content types at every corner. Most companies are confused, because they can’t figure out how they can afford all of these with their limited budget.
Trust me, content creation and distribution is where the budget is mainly at. Recent data from Dcustom shows that marketers are now spending $44 billion on content marketing
If you consider the time, research required, money, and sometimes the network that you need to build to make it work, you can’t really equate it with anything.
However, it’s important to scale your customer engagement budget. If a large portion of your budget goes into content creation and distribution, your engagement will suffer.
A wise marketer will always put the customers first. After your content has attracted new customers to your business, you need to motivate and fan their zeal.
When companies recognize that there’s plenty of money allocated to one aspect of customer relationship marketing, they will map out a strategic means of communication.
If you’re in a tough niche, then creating more content may not help you trounce the competition – but creating the right content and scaling your network.
This means that you connect with more businesses, marketers, influencers, and content curators – who can help amplify your content to reach more people.
If you look at the comparison chart below, you’ll notice that when marketing budget is high, especially towards developing and documenting a content strategy, as well as hiring a competent chief content marketer to manage every aspect of content marketing, the resultant effect is “very effective.”
11. Improve customer support by making it your team’s duty
Tony Hsieh, founder of Zappos once said that his business wasn’t primarily for delivering shoes or clothing, but for delivering happiness.
As the Chief Executive Officer of a thriving shopping brand, Tony hires and fires – based on their core values.
Of course, you can’t possibly connect or communicate with thousands of customers one on one, but you can add personality to your voice.
But a human being, with blood flowing through your veins. You understand that customers aren’t “traffic” as we call them – but real people with questions that needs answers.
To help improve your customer support, one thing I recommend for my clients is to make customer service everyone’s responsibility.