The document discusses customer engagement and defines different types of customers. It provides definitions for external customers, internal customers, primary customers and secondary/tertiary customers. The purpose of engagement with primary customers or trade partners is to sell existing and new products repeatedly. Engagement methods include push and pull strategies directed at trade partners and end consumers. Key aspects of measuring and developing engagement with trade partners are also outlined. Effective customer engagement can drive revenue and profitability through engaged customers and associates.
User retention strategies that work - Foodmagz CEO, HendraHendra Cokki
User retention rate is how well a company maintain Customers to make an action on whether they visit on our asset or purchase the products more than one time.
www.foodmagz.com
www.proximaalpha.com
User retention strategies that work - Foodmagz CEO, HendraHendra Cokki
User retention rate is how well a company maintain Customers to make an action on whether they visit on our asset or purchase the products more than one time.
www.foodmagz.com
www.proximaalpha.com
Customer retention is helpful in gaining customer loyalty and trust. Read this customer retention guide by OmnePresent Technologies to get a better idea of how to implement these tools.
ICC/Decision Services...Beyond Customer Service...What Mystery Shopping Can D...Twig Lane Group, LLC
ICC/Decision Services discuss the many uses for Mystery Shopping-Secret Shopper programs. Often misunderstood due to poor program design and execution, mystery shopping is a powerful tool to measure the customer experience in an obective manner.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
For any business, customer retention is extremely important aspect. No wonder it is said that the customer is king, because he or she can make or break a business. What do you think? And, what are you doing to retain existing customers?
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
Improve Your Customer Journey With Touchpoint MappingaNumak & Company
Understanding your customer experience is the key to improving it. This means that the investments we make in parallel with the increasing customer satisfaction and loyalty find their financial value. The best way to find out what your customers are doing, thinking and feeling when interacting with your company is to create a Customer Journey Map.
these slides gives depth knowledge regarding consumer behavior. Marketing manager and students of Marketing can increase their knowledge regarding this aspect.
Customer retention is helpful in gaining customer loyalty and trust. Read this customer retention guide by OmnePresent Technologies to get a better idea of how to implement these tools.
ICC/Decision Services...Beyond Customer Service...What Mystery Shopping Can D...Twig Lane Group, LLC
ICC/Decision Services discuss the many uses for Mystery Shopping-Secret Shopper programs. Often misunderstood due to poor program design and execution, mystery shopping is a powerful tool to measure the customer experience in an obective manner.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
For any business, customer retention is extremely important aspect. No wonder it is said that the customer is king, because he or she can make or break a business. What do you think? And, what are you doing to retain existing customers?
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
Improve Your Customer Journey With Touchpoint MappingaNumak & Company
Understanding your customer experience is the key to improving it. This means that the investments we make in parallel with the increasing customer satisfaction and loyalty find their financial value. The best way to find out what your customers are doing, thinking and feeling when interacting with your company is to create a Customer Journey Map.
these slides gives depth knowledge regarding consumer behavior. Marketing manager and students of Marketing can increase their knowledge regarding this aspect.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Business Process Outsourcing help customers to create and convey business process advancements with cutting-edge outsourcing administrations. These administrations change ventures and delivers high performance in lower costs
FACING COMPETITION IN THE ONLINE PRINTING BUSINESS, WHICH IS GETTING TOUGHERAndry Yuniadi
The age of the Internet, now is the era of online business. It can be said that at present almost all industrial sectors, including the printing industry, have made transactions online, with the advantages of:
• Unlimited market potential
• The online system works automatically
• Capital is relatively smaller, with a smaller risk
• Flexible, can be run anytime and from / anywhere
With increased competition across multiple channels, small to mid-sized retailers now more than ever must optimize every sale. Leveraging the right POS system can help retailers create distinct customer profiles with unique buyer preferences to increase sales and enable better customer service.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Introduction to marketing for business link - John Taylerson
Customer Engagement
1.
2. CUSTOMER
A party that receives or consumes products
( goods or services ) & has the ability to
choose between different products &
suppliers .
EXTERNAL CUSTOMERS
The External Customer is someone who
signs a check ,pays our employer &
ultimately makes our paycheck possible.
External Customers have choice & if they
don’t like your product or service can take
their business elsewhere .
PRIMARY CUSTOMERS –
Essentially Trade
Partners .
INTERNAL CUSTOMERS
An Internal Customer or
internal service provider can
be anyone within the
organization.
SECONDARY /TERTIARY
CUSTOMERS
End Users.
●Customer Engagement is the engagement of customers with a company or a brand .
●The initiative for engagement can be either consumer or company led .
●The medium of engagement can be online or offline .
SOME DEFINITIONS
3. PURPOSE OF ENGAGEMENT WITH PRIMARY CUSTOMERS –
TRADE PARTNERS
“After our clever marketing men &women have put their plans in place..
After our production people have made…what our customers need & would buy…
We are not in business until the “sales force” have sold these products ….
Again & again to our existing as well as new customers….”
4. Push Pull Engagement Methods –Channel Partners
PUSH effects are directed at trade partners –direct dealers & distributors in order to persuade trade
to buy & sell products ,thereby creating a push effect on the market thru
Sales Calls .
Training.
Schemes .
Credit Facility .
Immediate delivery for local customers.
PULL effects are directed at the end consumer in order to create a “Pull “ effect for our products thru
Above &Below the line activities .
Exhibitions .
Signage.
Shop front activities .
Effective after sales service.
5. Trade Engagement Activities
Market Development activities with a view to developing his business with us include
Sales training of dealer salesman. Soft Skills & Product benefits .
Advise on financial returns (ROI) .
Share information on Product mix & movement.
Providing retailing support to key distributors .
Proposals for implementation of Merchandising & Sales Promotion activities.
Market Protection activities include providing feedback on
Market Behavior.
Competition Feedback .
Customer Relations .
Public Contacts .
6. Engage through Best Practices
The goods ordered must be available when committed.
The goods must be delivered speedily &reliably ,in the exact quantity ordered
&undamaged.
Invoices &credit notes must be accurate &sent on time.
Requests for information &any complaints must be dealt with quickly &effectively.
Increasing the turnover speed of dealers ,say by making multiple deliveries in smaller lots
(weekly instead of monthly).The higher the turnover speed ,the more satisfied he is.
7. Trade Partners Engagement Measurement
Key customers &their long term potential.
How they operate.
How they are financed/Credit requirement .
Their expectations on trade margins.
What level of servicing is required.
What activities can they/we do to sell the products.
8. Do We Know Them as People ?
-Dealers
-Dealers Counter Salesmen
-In Shop Promoters
Names , Anniversaries, Greetings .
Do they know what are our plans & their role in it ?
Do Important Company people meet them ?
Do we train them ?
Do we motivate them ?
Do we socialize with them ( once in a while )?
RELATIONSHIP BASED METRICS
9. Customer Delight
●Good Service Level -All customer Touch points must not only be aware of the
problems ,but take an effort to solve them. Non responsive contact centers ,
websites etc .
● Remove Small Frustrating Dissatisfiers -Small things which you ignore but the
customer hates – fulfillment -commitment to timely deliveries .
● Ensure acceptable service levels even with different service levels based on
customer profile .
● Providing an end to end experience – right from flight to destination .
● This would ensure customer retention and customer acquisition.
10. Customer Development
Efforts to increase the profitability of current customers .
● Cross Selling – purchasing additional products/services .
● Up selling –to higher level services/products .
● Premium pricing ( bundled with special services )
However
● Don’t overspend on retention –the flighty customers will fly away no matter
what you do (or they ‘ll be unprofitable ).
11. AIDA
Attention – awareness
Interest
Desire
Action
AIDEA
Attention – awareness
Interest
Desire
ENGAGEMENT
Action
AIDA – Common list of events that occur when a consumer sees an advertisement
QR codes
QR is short for Quick Response .With the QR scanner downloaded on your cell phone, it may give
you details about that business (allowing users to search for nearby locations), or details about the
person wearing the t-shirt, show you a URL which you can click to see a trailer for a movie, or it
may give you a coupon which you can use in a local outlet.
12. Talk less about your own product and more and more about what consumers can do with that product.
Offer relevant content. Content tells a story and gives people something of value.
Engaging Emotionally
Many of us want to buy, few of us like being “sold.”
13. Trust & Reputation
● Customers will value Organizations that are easy to reach with respect to
inquiries , suggestions & complaints.
● That has the best service policies & guarantees.
● That adds some “customer delight” factors.
● That manifests social responsibility & earns reputation as a good citizen.
14. Engagement is a Business Strategy that can be
Leveraged to Drive Revenue and Profitability
Engaged Customers
Spend more money
Less price sensitive, deliver higher margin
Engaged Associates
Provide higher levels of customer centric
behavior
More productive & have fewer accidents
Engaged Associates + Engaged Customers = Profitable Growth