A lot is being said about the importance of having a Customer Engagement strategy and most enterprise companies are at least thinking about it if not already implemented it. Given that customers who are fully engaged represent a 23 percent premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer, this is not surprising.
However, for most small businesses, customer engagement is still a concept that is out there. There has not been any significant push from small businesses to drive customer engagement. The reason could be that small businesses face some significant challenges that are unique to them.
Here are a few key strategies that a small business will find useful while implementing Customer Engagement initiative in their organizations:
- Make it an organization-wide initiative
- Multi-channel Support
- Single Repository
- Automate Processes
- Evaluate technology
- Measure Success
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