Customer Engagement

Achieving a competitive advantage in today’s marketplace is one of the greatest challenges a business faces. Meeting needs in personalized ways requires creating a strategic series of engagements that are relevant to customer’s needs, executed over time and across channels, delivering a consistently exceptional experience! Watch this short video to learn more about impact results through effective customer engagement.

Let the system “listen” for digitally sensed, customer disclosed, staff initiated, and time-based signals. At the right time, customer engagement triggers the action most likely to get a response. Customer engagement supports lead generation, abandonment retargeting, onboarding, and attrition risk mitigation.

A successful engagement strategy results in your customers taking action. You may want to present an offer, remind them to complete an application, or invite them to book an appointment. Engagement plans deploy well-timed and relevant communications to help your customers meet their needs and achieve their goals.

The process begins with signals from website activity, banker input, customer self-disclosed information and feedback, and lead lists. With this, the system selects the most appropriate timing and type of engagement. Decision factors include opportunity value, segmentation, customer preference, and cost. Engagement may be fully digital, staff, or a blend.

A closed feedback loop ensures your customers are heard. Improve engagement effectiveness with a Voice of Customer strategy that targets the right customers, asks the right questions, analyzes the responses, and takes the most effective actions.