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Customer Experience or Customer Engagement – what’s the difference and how do you truly engage?

Customer experience is traditionally focussed on flexing what you do to meet customer expectations. Achieving a great customer experience and maintaining it, needs ongoing focus and visibility of:

  • Strong employee engagement with customer vision & strategy embedded into the DNA of the company
  • Multi-channel consistency
  • Always ‘Easy’ to do business with (for the customer and colleagues)
  • Fixes customers’ mistakes easily, often proactively
  • Continuous improvement culture with closed feedback loops, always looking to improve
  • Brand promise delivered every time
  • Wow moments where relevant

Customer engagement, which Custerian have been talking about for years, is about matching what you do best to what a customer wants most. Matching purpose with outcomes.

We actually talk about People Engagement, people being customers, colleagues, suppliers.

People engagement starts with a clear business purpose that everything can be aligned to. You need to have a strong view of what your purpose is, and this is something many companies struggle with. Customer experience focusses on the outcomes – process and priorities.

You need to create this alignment between purpose and outcomes through people.

  • People – they need to understand the purpose and how they can contribute in a way that allows them to feel good/great.
  • Proposition – why should people deal with you rather than another organisation?
  • Process – do you work as efficiently and effectively as possible to deliver what you do best to your customers?
  • Priorities – do you relentlessly focus on creating a great experience for customers and colleagues?

Colleagues play a massive part in customer engagement. More companies are starting to recognise this and are thinking about ways in which they can drive further engagement here.

Here are some tips to start you thinking about colleague engagement:

  • Clarity – this is about translating the purpose so that it makes sense to everyone in the organisation – this may be done through your strategy, plans, values etc.
  • Relevance – build the level of trust through regular communication, consistently re-enforcing messages.
  • Value – showing the value of your colleagues – gaining opinions and developing your organisation through them.
  • Meaning – this goes beyond your organisation – many people want to give back through communities and create relationships with customers in a different way – this makes people feel good – about themselves and their organisation.

So, let’s get onto what customers want in order to create that alignment and in turn, engage them. People just want to know something and want life to be more simple, life is too much in the fast lane.

In recent dealings with customers, they were very clear. In a service delivery organisation where things do go wrong for customers (and they expect it can happen), then they ideally want to be contacted pro-actively but if not, want it to be easy to make contact in a way that suits them, and then they want their expectations managed. Do what you say, and they will be happy with that. If you actually go above and beyond, such as the pro-active contact, then they will recommend you to others.

We heard some other great examples of brands that were achieving this engagement by offering discounts automatically based on spend (that weren’t expected) or by their amazing returns/exchange policies. These companies now have loyal customers.

So, we have brands/organisations telling us about their products and services and we have customers that want a need to be met easily, through their channel of choice. So, what brings the two together? Data!

We have more data than ever before, and brands use this to their advantage. GDPR regulations have, however, thrown a spanner in the works somewhat – we as customers, now have more control over our personal information and can ask for our data to be removed! We’re all so quick to remove Apps that we haven’t used in a while or unsubscribe from annoying communications.

A lot of businesses really don’t know their customers habits. Have you thought about personas for your company and how these could help to drive your strategy? Get your colleagues involved in creating them – it’s a fun thing to do and really gets you thinking about how you need to treat people differently. Knowing your customers allows you to prioritise developments – where to automate and reduce customer effort. As customers we’re becoming increasing capable of serving ourselves – if this is an option for us to use (and we want to) and then it’s quick and easy, we’re happy. One point here – we do need to be reassured that our transaction has been successful!

Technology is moving fast, and we need to stay close and use the developments to our advantage. Adobe released survey data in July 2019 that found 48% of consumers are using voice for general web searches. With 87% of people in the UK using a smart phone*, we need to consider such growth in our contact strategies as our expectations as customers are increasing and quickly.

Hopefully I’ve got you thinking… as we look forward, what are the things you need to plan for and do to operate more effectively and really engage customers? Now is the time to start the planning and then perhaps this time next year any impacts of Christmas, winter or any peak season won’t quite hit as hard and more customers will be raving about your organisation!

*Statista, March 20202

By Beverley Stagg - Outcome Creation Specialist www.custerian.com