Does everyone know that we are currently in the era of entitles client – in fact, calling them entitled would be more appropriate. For varied years, a client’s experience was not given the due relevant importance. It is believed that one single bad experience may lead to the losing of clients or a group of customers but firms did not pay much importance to the negative experiences by spending considerable amount on marketing initiatives. It was being noticed that the clever marketing initiatives had outshined the user experience in a great way.
With the changing times, clients were expected to witness amazing client experience and also woe to firms that do not offer it to them.
The coming of the social media in the day to day affairs has changed everything in a big way. When social media is mixed with the strong feel towards subscription and also the freemium models, rising saturation of the digital marketing channels, rising competition and with the falling client loyalty ratio, has made clients as the supreme power holder but not the brands.
With the changing times, clients feel the urge for a mind blowing client experience and also woe to firms that are not able to offer it to them.
But, if you aim to support an amazing experience, it is essential to realize the relevance of maintaining a close touch with the clients at the same time. One is required to stay engaged with their clients. And unfortunately, companies are not yet completely utilizing this concept.
According to a recent study from IBM, a mere 35% of the CXOs completely understand their customers in the current era. Analysts are of the opinion that one of the major problems is that organization and vendors having adopted faulty approach towards the client engagement. It is time that firms should aim to provide truly engaging interaction options that proves beneficial for both firms and clients at the same time.
One of the possible problems is the scale of the most client engagement programs. In the social media driven world, one of the real opportunities is if the firms are able to maintain the engagement level of their clients and how the client experience is undergoing much needed changes. One can term it as client co-creation or anything as per their desire, but the main point is being getting heard.
Hence, one of the major challenges faced by all firms this year is to develop a client engagement program that the users are able to involve in and also attains successfully double digit participation rates. Let us now focus on the three main insights in regard to it –
- When a firm wants to attain high participation rates, it needs to aim at engagement where the users already exist.
No, it does not mean Facebook. For the service providers of digital products (both web and mobile apps) it means embedding everything possible that would be off site directly into the app.
It is believed that the client portals are an excellent option for the power users. And similar to the successful social apps, all sort of engagement requires being simple in its approach and also needs to be developed into the present product or made part of current service experience.
- Client support is considered as the primary form of client engagement that needs to be provided.
It needs to be something which the users are proactive to use and also one of the easiest ways to bring improvement in the client experiences. Offering high quality support in apps can be a great way to improve the customer experience by several notches.
One of the biggest challenges with the in-app support is enhancing it significantly although it can be attained by automated proposed self-service options. The problem with client support is the low participation rates as this section witnesses the presence of clients when the users are facing some issues. It is believed that a strong participation rate through support focuses on the bigger issues in regard to client experience. This is also one of the reasons why many firms believe in stressing on boosting the client service game in the past few years.
- Client engagement success lies in the user feedback
Everybody loves to be heard and cared as offering feedback is an essential step. So, when you offer people a simple, easy to use way to offer feedback, they take you up on it. For attaining the desired results, it is absolutely necessary that companies put their learning and experiences to work to achieve the desired end product like client engagement details from the support interactions to client feedback, user analytics, everything in the same database. It also permits the firms to opt form complete data driven client experience decisions a reality.
It is time to quickly move ahead since client expectations are growing at a rapid pace in this age of competition.
With the changing times, clients were expected to witness amazing client experience and also woe to firms that do not offer it to them.
The coming of the social media in the day to day affairs has changed everything in a big way. When social media is mixed with the strong feel towards subscription and also the freemium models, rising saturation of the digital marketing channels, rising competition and with the falling client loyalty ratio, has made clients as the supreme power holder but not the brands.
With the changing times, clients feel the urge for a mind blowing client experience and also woe to firms that are not able to offer it to them.
But, if you aim to support an amazing experience, it is essential to realize the relevance of maintaining a close touch with the clients at the same time. One is required to stay engaged with their clients. And unfortunately, companies are not yet completely utilizing this concept.
According to a recent study from IBM, a mere 35% of the CXOs completely understand their customers in the current era. Analysts are of the opinion that one of the major problems is that organization and vendors having adopted faulty approach towards the client engagement. It is time that firms should aim to provide truly engaging interaction options that proves beneficial for both firms and clients at the same time.
One of the possible problems is the scale of the most client engagement programs. In the social media driven world, one of the real opportunities is if the firms are able to maintain the engagement level of their clients and how the client experience is undergoing much needed changes. One can term it as client co-creation or anything as per their desire, but the main point is being getting heard.
Hence, one of the major challenges faced by all firms this year is to develop a client engagement program that the users are able to involve in and also attains successfully double digit participation rates. Let us now focus on the three main insights in regard to it –
- When a firm wants to attain high participation rates, it needs to aim at engagement where the users already exist.
No, it does not mean Facebook. For the service providers of digital products (both web and mobile apps) it means embedding everything possible that would be off site directly into the app.
It is believed that the client portals are an excellent option for the power users. And similar to the successful social apps, all sort of engagement requires being simple in its approach and also needs to be developed into the present product or made part of current service experience.
- Client support is considered as the primary form of client engagement that needs to be provided.
It needs to be something which the users are proactive to use and also one of the easiest ways to bring improvement in the client experiences. Offering high quality support in apps can be a great way to improve the customer experience by several notches.
One of the biggest challenges with the in-app support is enhancing it significantly although it can be attained by automated proposed self-service options. The problem with client support is the low participation rates as this section witnesses the presence of clients when the users are facing some issues. It is believed that a strong participation rate through support focuses on the bigger issues in regard to client experience. This is also one of the reasons why many firms believe in stressing on boosting the client service game in the past few years.
- Client engagement success lies in the user feedback
Everybody loves to be heard and cared as offering feedback is an essential step. So, when you offer people a simple, easy to use way to offer feedback, they take you up on it. For attaining the desired results, it is absolutely necessary that companies put their learning and experiences to work to achieve the desired end product like client engagement details from the support interactions to client feedback, user analytics, everything in the same database. It also permits the firms to opt form complete data driven client experience decisions a reality.
It is time to quickly move ahead since client expectations are growing at a rapid pace in this age of competition.