Client engagement and client experience with no distance. For Services and products. Now , you and your company must to be right then and there with your client....

1. Ricardo Saltz Gulko © all rights reserved - 2013-2016
The New 4 Rules for Global Customer Engagement with No
Distance
The time for total empowerment, enhancement, enabling and engagement
without
any
distance
between
clients and
your
company is
today.
Client
engagement
in our days
requires an
active
exchange of
information during the entire process, from presales, over delivery to customer service. The sales process
is continues. Transparency is mandatory. The customers of today first expect to know the value and
benefit of the product or services then further details. Businesses who adapt to these new behavior
patterns can expect to reap benefits greater than any cost involved: better adaptation of their
products/services to customer needs, higher revenues, customer loyalty and much higher customer
satisfaction.
Companies worldwide have undergone a fundamental shift in customer engagement and how they sell
during this post crisis era. Now you need to educate clients rather than persuade them to buy. The road
to greater revenue and results is based not only on a few touch points but on four basic levels of
customer engagement and experience:
Empower  Building and establishing your credibility and trust
Enhance  Engaging personally using interactive technologies
Enable  Generating an unforgettable client experience
Engage  Engaging with zero distance
1. Empower by sharing knowledge with your potential customer that has visible value for him/her. Start
building your credibility the first time you interact with your potential customer. Don’t wait until you are
engaged in a six month project. Credibility is directly linked to honesty and knowledge. Bring several
ideas to any interaction with your potential customer that you are willing to share unconditionally.
Point out problems you see in their approach. Being perceived as an authority in your sector requires
you to give your honest opinion. Even feedback on problems is valuable. Trust is also built on
seemingly small details. Even if the local culture does not require punctuality, be punctual for
instance.

2. Ricardo Saltz Gulko © all rights reserved - 2013-2016
2. Enhance your client relationships and experiences using today’s technologies. Social channels work
well to disperse customers’ doubts and create more meaningful interactions. Engagement software
and apps help you continue building trust, by letting your customer approach you using methods and
channels they are comfortable with. Using the same terminology and jargon your clients use is highly
advisable. Not only does it enhance familiarity it improves the efficiency of the sales process.
3. Enable both of you to achieve your client goals. Your company results will be directly proportional to
the ability to provide excellent products/service and experiences to clients. To build loyal
relationships, you need to understand the basic principles of the new definition of customer
engagement and put them into action. Customer engagement consists of a full spectrum of
unforgettable experiences. One such aspect is the relationship that customers have with others.
Remember, your customers will not only be interacting with you, they will talk to each other, sharing
their positive and negative experiences. Your job is not just to sell their services or products; it is also
to facilitate an active, passionate online community around your product, services and consultancy. It
is crucial that your company and your customers have the feeling of mutuality in a relationship that
benefits both. Revenue follows when customer engagement is not a marketing tool but a well-
developed genuine friendship founded on mutual respect and interdependent needs.
4. Engage with your clients as a business partner would, not a supplier. It is not enough to be close to
your clients, you better be right there with them. The customer must have the perception of receiving
high-level attention in all interactions, online, mobile or face to face. Your job is to give them the tools
that allow easy and natural interaction and communication, tools that are easily accessible, visible
and offer options for different types of conversation. Present your clients with an intuitive tool to
communicate with you, and let them do so. The software you choose and your way of engaging
should assist your clients right here and now.
When you engage with a no-distance approach, you become their partner right then and there. Your
dedication helping them solving their problems will ultimately increase your own revenue because you will
have a loyal customer. By providing the customer an experience that stands out from the rest, your clients
will always remember your company products and services as a superior experience and that’s what
brings results when our clients are empowered.
How do you approach the need for no distance with your customers today?
Ricardo Saltz Gulko is the managing partner of Eglobalis Information- Insight-Innovation, a company
specialized in helping companies to enhance client engagement and experience throughout consulting,
transparent conversations that increase customer satisfaction, product insight, and enhance loyalty.
On Twitter: @RicardoSGulko
www.facebook.com/eglobalis