Defining True Customer Engagement

TRUE CUSTOMER ENGAGEMENT IS ABOUT BECOMING A REGULAR AND CONSISTENTLY POSITIVE PRESENCE IN YOUR CUSTOMER'S ORBIT. CULTIVATE TRUST Customers who trust you have friends they can send your way. trust a company 32% or brand website 70% trust a recommendation from a friend 20% trust the company itself COMMUNICATE OFTEN Be approachable. Be where your customers are. 86% 68% of consumers expect brands to offer multiple communication options and flexible timing for customer service. feel companies with only a toll-free number option seem outdated. 70% 56% said mobile apps are an important customer service option, and would switch brands based on such availability. of consumers would likely switch companies for more options. BUILD A DIGITAL REPUTATION Social media matters. of respondents said the posts by companies they follow on social media of consumers rely 174% on social networks to guide purchase decisions. (78% impact their purchases. BE ACCESSIBLE Consumers average 2.5 hrs a day in the digital mobile space. 20% of this time is spent on the mobile web (21 minutes). 2 Hours 38 Minutes 80 % of this time is spent inside apps (2 hours and 7 minutes). PAY ATTENTION Listen Carefully. Respond Appropriately. 32% of consumers have no idea companies are listening to what they say on social media 32% 40% think that brands listening online is eavesdropping despite the public nature of 40% "social" media. 50% say companies should listen to 50% improve products. 60% want companies to respond to complaints. 60% BEFORE SPEAKING LISTEN: LISTEN: TALK Understand what is being said - align response appropriately Determine the context - venting to a friend Engage in appropriate conversation - public or private, online or offline, in a timely manner. seeking help? A TYPICAL AMERICAN WILL MENTION BRANDS 60 TIMES PER WEEK 66% Positive % Negative mentions 26% Mixed mentions mentions ADVOCATES ARE CUSTOMERS WHO HAVE HAD GREAT EXPERIENCES. 5X Five times more valuable than average customers. (2X 3X Spend twice as much as Three times the Advocacy Value of average customers. average customers Learn more about positive, profitable customer connections at START CONNECTING TODAY HallmarkBusinessConnections.com/customer-engagement. SOURCES: forrester.com/How+Branded+Content+Will+Unlock+The+Key+ To+Consumer+Trust/-VE-PRE4784 screenwerk.com/2013/03/25/reviews-recommendations-trump-other-media-ads-for-consumer-trust/ mediapost.com/publications/article/196242/customer-contact-key-to-loyalty.htmlfixzz21AGvpELY Hallimark sproutsocial.com/insights/social-networks-influence-buying-decisions/ forbes.com/sites/marketshare/2012/05/07/are-brands-wielding-more-influence-in-social-media-than-we-thought/ blog.flurry.com/bid/95723/Flurry-Five-Year-Report-It-s-an-App-World-The-Web-Just-Lives-in-It BUSINESS CONNECTIONS info.netbase.com/rs/netbase/images/NetBase-Listening-Privacy-ebook-final.pdf kellerfay.com/insights/four-wom-statistics/ zuberance.com/resources/resourcesStats.php