5 Ways to Navigate Modern Customer Engagement

During the last year, we’ve had to get used to a “new normal”. We’ve had to rethink the way we live and work. Businesses have had to adapt to stay afloat, and customer engagement may have fallen to the wayside.

At Consleague, we know the value of creating an excellent customer experience. And we’re here to help. In this blog, we’ll explore how to navigate customer engagement in a post-pandemic world.

Here are 5 ways to navigate customer engagement in a post-pandemic world:

1.    Keep your finger on the pulse

It is important to monitor customer sentiment continually and gauge the reaction to developments within your company. If you are unaware of how your customer base feels about your product or service, you can quickly lose touch. Once you’re out of the loop, it is difficult to get back in.

Keep customers informed and allow them to provide feedback through surveys, online ratings and reviews. Then you can align your practices and create the ideal customer experience.

2.    Lead with empathy

If you operate with empathy, your customer engagement will improve. Ensure that the customer experience is at the centre of everything you do. This has to start with the way employees operate and the way they engage with customers.

Provide your employees with updated soft skills training and incorporate automated solutions to make their jobs easier. Seek out opportunities to engage with high-value customers and, when possible, offer free or discounted services.

3.    Revamp your digital experience

Now is the time to revamp your digital channels. During the last year, you may have found creative solutions to remote working. As we transition out of the pandemic, you should explore digital solutions from a customer-focused perspective.

Invest in online forums, social media and robust self-service tools. You can even explore Augmented Reality (AR) technology to help customers experience your brand in new and exciting ways.

4.    Leverage customer data

Work with what you already have. Use the customer data you own to gain insights into customer behaviour.

If you have access to a lot of data, you can use it to inform your marketing and sales strategies. Create hyper-personalised and targeted marketing campaigns, and invest in proactive issue identification by leveraging existing customer data.

5.    Prioritise employee welfare

You won’t be in any position to serve your customers if you don’t take care of your employees too. During the last year, everyone has had to deal with a considerable amount of stress. As remote working continues, employers should be monitoring employee sentiment and performance.

Operate an ‘open door’ policy to ensure that employees’ concerns are heard and dealt with swiftly. Excellent customer engagement depends on employees’ efforts, and the previous four methods will fail if employees are not treated with respect and understanding. Be proactive, arrange regular virtual check-ups and stay connected.

Solve Customer Engagement with Consleague

Hopefully, you can use one of these methods to put together an actionable plan to restore customer engagement. If you want to strengthen your connection with customers, you may also benefit from Consleague’s expertise.

Consleague is a Salesforce consultancy service helping businesses transform both their professional setups and technological platforms. Consleague can lead you through the tricky landscape of modern customer engagement and help you succeed.

Click below to read more about Consleague’s free, no-obligation Discovery Mapping Programme and to book your 30-minute DMP Consultation. Get the Expert Salesforce Help your business needs.

If you’re interested in learning more about ways to navigate customer engagement or a Salesforce implementation, why not set up a call today with one of our Solution Experts.