customer engagement

2. structure
Discussion
What to do?
Trends
Customer Engagement

5. 1. A program that comes and goes as campaigns
are created.
2. A loyalty program.
3. Implemented partly or on an “as needed” basis
4. Purely data driven.
5. A social media strategy

6. “deeper more
engaged
meaningful connection
customers step further

7. Customer engagement is a cyclical process of
relationship building from being completely
unknown to extending your brand further out into
your customer base that supports, purchases and
promotes the great things about your product.

10. After-sales
Purchase/Use
Pre-sales
Awareness Consideration Purchase Service Loyalty

11. AIDAmodel is dead
Traditional Customer Journey

12. Customer Journey 2.0
Awareness Consideration Purchase Service Loyalty

15. multi-channel

16. engage

17. engage

18. engage

19. engage

20. engage

24. Develop an engaging
sharable brand!

25. 1. Focus on customerexperience (outside-in approach!)
• Customer journey 2.0
• Integrated communication strategy (goal of each touchpoint)
• Connected touch points
2. Focus on long -term relationship
• Fewer paddles, bigger waves
• Customer profiling (know your customers and their needs in each phase)
3. Content!
• Align information/consistent message
• Focus on Why and Relevance
• Shareable

26. Relational goal; ‘Engagement ring’

27. 1. Focus on customer experience

28. After-sales
Purchase/Use
Pre-sales
Awareness Consideration Purchase Service Loyalty

29. profiling: Find your customer!

30. Content