Meeting Koordinasi All Team Sales dan Marketing Departement
How can customer engagement techniques transform marketing ROI
1. How can customer engagement
techniques transform marketing
ROI
Gareth James, CEO
2. • What is customer engagement?
• What is the customer expectation?
• How we should engage with
customers
• How engagement can increase
marketing ROI
3. Customer Engagement 2
The on-going effort by a brand to interact
with their customers and the measured
response of that effort by the customer in
return.
6. What customers want
• Brand consistent service
• Seamless search and buying
process
• Treated like an individual
• Real-time expectation
Exceptional experience
7. Great experiences = more
loyal, active and profitable
customers
Experience is perceived and
owned by the customer
8. • Show me you know me
• Know what I want
• Know when I want it…
How to engage effectively
Communicate with me on my terms
with customers?
…even before I do
9. • Know when to talk and when to listen
• The difference between intrusion and support
• Be empathetic and sincere
• Be intuitive
How do we know our customers?
Great relationships rely on two way
communication
11. • Digitally listen to your customers
• Track and monitor behavioural data
• Contextualise the results
• Use the insight
• Give customers the opportunity to
respond on their terms
The familiarity process
12. Save me time &
effort Reassure me
Help me decide
Journey point responsive interactions
Get to
know me
Journey Management
Help me buy
Remind
me/help me
to buy again
Loyalty
Personalisation
Reassure me
13. How?
• Timing is everything
• Channel and device acknowledgement
• Empathy
• Sincerity
• Staying power
14. Customer engagement isn’t a choice
for modern, successful brands – it’s a
necessity
• Success depends on -
• The right technology & support
• A customer centric approach
• Agile strategy
15. 1
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We’d be happy to answer any questions
@Intilery www.Intilery.com
