Customer engagement is part of the customer experience. Being a core element of the customer journey, it’s important to understand the role it plays, how you’re approaching it from a brand perspective, and how to keep improving it over time.
These are the points you need to pay attention to in order to improve the overall customer experience. Keeping customer engagement high will automatically create a better customer experience. Here’s how:
1. Customer engagement should get personal
Generic marketing is a thing of the past. People are bombarded with so many messages that unless you get personal, your chances of making an impact are pretty close to zero. So make sure you get personal when you see an opportunity for interaction.
The best way to do this is to create that opportunity for interaction yourself by calling your customers directly. They will feel singled out and special because they understand that in a fast world, companies don’t have the time and money to interact with all their customers. This makes them feel special – like a VIP.
Enteractive one-to-one conversations
2. Customer behaviour mapping
Another way to collect customer intelligence is by using mapping tools. You can use tools like HotJar or CrazyEgg to record hundreds of screen interactions. This will help you understand what’s working on your website and what isn’t. It’s a great way to change things that will affect the customer experience of your audience overall. Beginning from before they register and actually become customers.
3. Personalise your service and product
Once you have collected information about your customers from the tools and calls as described above, you have created an opportunity for you to delight them. You now know what they want, so you can make sure that every interaction is more personalised. Think of smart ways to insert personalisation within your automated processes. At those points where it really matters, make sure you reach out to those customers that will turn into long term loyal customers.
Look at your most loyal clients, the ones with the highest lifetime value and trackback their history and interactions with you. Rebuild this experience for as many of your customers as possible, with a sprinkle of customisation for more personability.
Need more hands on deck to take your customer engagement to the next level? Talk to us about extending your customer support service – contact andrew.foster@enteractive.se
About Enteractive:
Pioneers in player (Re)Activation, Enteractive partners with operators to increase retention and player loyalty, by engaging with players in a one-to-one conversation. Gaming groups across Europe are attracted to Enteractive’s ability to re-engage with inactive players in a scalable and personal way. All (Re)Activation methods used are GDPR and G4 compliant, and all data processed is highly secured.
As the pioneers behind the (Re)Activation Cloud™, Enteractive are experts in building bridges between operators and their players, increasing retention and player loyalty by engaging with players in a 1-on-1 conversation.
Enteractive also offers 24/7 Customer Support as an easy plug-and-play extension of day-to-day business operations.
