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    How to Build a Technology-Driven Customer Engagement Strategy in 2023 - Evolvous

    How to Build a Technology-Driven Customer Engagement Strategy in 2024 

    Customer engagement remains crucial for business success in 2024, more than ever. In fact, studies show that 80% of customers say the experiences provided by a company are as important to them as its products and services. A robust customer engagement strategy enables businesses to deliver exceptional experiences, gain a competitive edge and achieve long-term success in an evolving marketplace. 

    Technology is shaping the way customers are engaging with brands today. Jaap-Jan Kieft, Director at Hybrid Analytica Consulting, have witnessed the radical change in customer behavior. On a brief discussion with him we tried to understand the importance of customer engagement in today’s world due to the proliferation of social media and the internet and build strategy around technology. HAC, an Evolvous partner in Singapore, is one of the leading IT consulting firms in the Asia-Pacific region, specializing in customer engagement solutions. According to Jaap-Jan “Businesses must strive for greater efficiency and effectiveness in their customer interactions, as every aspect of their brand promotion and communication is easily accessible and visible to a wide audience.” 

    So, how does a business take the help of technology to deal with the challenges of customer engagement in 2023? According to industry experts, the key is reimagining strategies to align with the changing customer behavior and utilizing the full potential of advanced tools that are available today. 

    Understanding the Basics of Customer Engagement 

    Before you start to think about enriching your customer engagement, it is important to have a strategy in place first. Today, your strategy should focus on understanding the needs of the customer, addressing the needs effectively and finding out ways to achieve that by optimizing resources. 

    To do that, you would need to understand the basic principles that you need to follow and optimize your current strategies. 

    The Three Principles of Customer Engagement 

    1. Expertise – One of the most important things to do would be to suitably demonstrate your expertise on the subject matter. “Customers seek partners who have a deep understanding of their needs and can provide valuable insights and solutions” Jaap-Jan said. 

      As a business it is important that you keep expanding your knowledge and stay updated on the latest industry trends, as that would play a key role in strengthening customer relationships.
    2. Effective Communication – Effective communication also plays an equally significant role. Jaap-Jan puts it suitably by saying “It is important to actively listen to your customers, understand their concerns, and respond promptly and effectively.” Communicating with your customers at the right time and in the correct tone goes a long way in building rapport.

      Today, when different communication channels are available to the customer, it is important that you maintain your presence on all the channels. You have software applications that allow you to identify the right channels where your customers are more active in and communicate with them across all those channels and with significantly less 
      effort. A key challenge in effective communication is doing things at the right time. Studies show that 40% of marketers say reaching audiences at the right moments remains their top multichannel marketing challenge. So, when you should try to ensure that your customer engagement strategy should address their queries effectively, and at the right time.
    3. Personalization – It is also important to realize that each customer is different, and they have different preferences and behaviors. When you are building a customer engagement strategy it is important to personalize communication based on the individual needs.

      Personalization also helps you maximize your Return on Investment (ROI). According to McKinsey, companies that get personalization right have the potential to generate 40% more revenue.

      Personalization has also become easy with the help of technology. For example, if you are sending emails, then you would get email marketing tools that would help to personalize hundreds of individual mails with just a few simple clicks. 

    The Three Principles of Customer Engagement - Evolvous

    Back to the Drawing Board – Rethinking Your Strategy

    In most cases, you would need to reevaluate your customer engagement strategy to better align with the current trends. This helps you to explore newer avenues of communication and be more responsive to customer needs. 

    At Hybrid Analytica Consulting, a three-stage process is followed to consolidate processes and focus them on solving customer needs. “By streamlining and optimizing processes, we aim to create a more intuitive and seamless experience for our clients, leading to improved customer engagement,” Jaap-Jan states. 

    Here are the main stages: 

    Process Improvement

    At the first stage, the consultants at HAC (Hybrid Analytica Consulting) analyze and optimize existing customer engagement processes, to enhance efficiency, reduce errors and streamline workflows.  

    Here are the key tasks that are carried out at this stage of the process: 

    • Identifying existing customer touchpoints and interactions. 
    • Evaluate and streamline internal processes. 
    • Identify pain points and/or bottlenecks that hinder customer engagement. 
    • Implement feedback loops to gather customer insights. 
    • Develop a training methodology that enables employees to deliver consistent customer experiences. 

    Standardization 

    At this stage consistent procedures and guidelines for customer engagement are developed to ensure customers get a uniform and high-quality experience.  

    Here are the tasks that are accomplished at this stage: 

    • Develop standardized customer service guidelines and protocols. 
    • Establish clear and consistent communication channels. 
    • Define service levels and expectations for customer support. 
    • Implement quality control measures. 

    Digitalization

    Adopting digital communication channels, implementing self-service options, and utilizing data analytics to gain insights into customer behavior. 

    Here are the critical tasks that should be completed at this stage: 

    • Understanding the digital preferences of your customer 
    • Develop an online presence through a user-friendly website and social media channels. 
    • Leverage Customer Relationship Management (CRM) tools to track and manage customer interactions. 
    • Utilize data analytics to gain insights into customer behaviors. 
    • Implement digital marketing strategies to reach and engage customers across various digital channels. 

    At each stage of the processes, Hybrid Analytica Consulting actively engages with all stakeholders, uses advanced tools and even customized solutions to achieve the desired results. To find out more about their process, click here. 

    Act on Customer Insights

    As we have seen already, gathering customer insights is crucial to ensure success in customer engagement. Technology helps you to gather customer data from various sources, analyze the data and gain actionable insights from them. 

    Gaining customer insights can be divided into the following stages 

    1. Gathering data: Technology enables the integration of data from various sources, such as Customer Relationship Management (CRM) systems, customer support platforms, social media, website analytics and more. This would help you consolidate and centralize large volumes of data that helps to analyze customer data. 
    2. Analyzing the data: Advanced data analytics tools help you make sense of large volumes of discrete data sets and visualize the data in an understandable way. By analyzing historical data, you would be able to predict future trends and plan for customer engagement accordingly.  
    3. Taking the Right Actions: Lastly, technology would also help you implement decisions. You can take data driven decisions which would enhance the efficiency of your customer engagement practices. 

    Exceling at Multichannel Communication 

    According to Jaap-Jan, “it is important to utilize a diverse range of channels to reach a wider audience and cater to different preferences.” Using multiple channels of communication might be important, but it is easier said than done. Thankfully, here too, technology can ease the process of identifying. 

    How Does Technology Identify the Right Channels 

    There are multiple channels that can be utilized for customer engagement, including phone, email, live chat, and social media messaging, email marketing, as well as referrals and word of mouth. Here are some of the ways in which technology can help identify the right channels. 

    • Customer Journey Mapping: With the help of technology, you can map the journey of your customer and identify the key touchpoints where customers interact with your brand.  
    • A/B Testing: To utilize the fullest potential of a communication channel, you need to create the right messaging as well. With A/B testing, you can test different messages, visuals or even offers across various channels.  
    • Keeping an Eye on social media – You can use different monitoring tools that track conversations and mentions about your brand across social media channels. This would help you monitor customer sentiment; you would be able to identify channels where customers are most active and responsive. 

    How to Manage Different Channels at the Same Time? 

    There are diverse ways in which technology can enable you to engage with your customers across different channels. Here are some of the strategies that HAC can help you manage presence on different channels. 

    1. Centralized Customer Engagement Platform: You can build a centralized customer engagement platform where you can manage and integrate multiple communication channels. You can streamline interactions, track engagement metrics, and maintain a unified view of interactions. 
    2. Customer Relationship Management (CRM) Systems: CRM systems enable you to track customer engagement history, analyze customer data and personalize communication based on insights gained from various channels. 
    3. Social Media Management Tools: With such tools you can schedule posts, respond to customer inquiries, track mentions, and analyze social media channels across various social media platforms. 

    Using AI and ML to Enhance Customer Engagement 

    Artificial Intelligence (AI) and Machine Learning (ML) technologies have rapidly changed various aspects of modern business in recent years. Customer Engagement is no exception

     

    Using AI and ML to Enhance Customer Engagement - Evolvous

    According to Jaap-Jan, here are some of the ways in which AI and ML technologies can enhance customer engagement: 

    • Personalization: AI and ML algorithms can analyze vast amounts of customer data to gain insights into individual preferences, behaviors, and needs. It gives businesses the opportunity to deliver highly personalized experiences, tailored recommendations, and targeted marketing campaigns, fostering stronger customer engagement. 
    • Predictive Analytics: Big Data combined with AI and ML techniques enables businesses to predict customer behavior, anticipate their needs, and proactively offer relevant products or services. Which enhances customer satisfaction and drives higher engagement rates. 
    • Chatbots and Virtual Assistants: AI-powered chatbots and virtual assistants can provide real-time customer support, answer queries, and assist with basic tasks. They offer 24/7 availability, quick response times, and can handle multiple inquiries simultaneously, improving customer engagement and efficiency. 
    • Sentiment Analysis: ML algorithms can analyze customer sentiment expressed in feedback, reviews, and social media posts. It supports businesses to give insights on customer satisfaction levels, identify areas for improvement, and take proactive measures to address concerns, enhancing overall customer engagement. 
    • Customer Segmentation: Big Data and ML techniques enable businesses to segment their customer base more effectively. By grouping customers based on their demographics, behaviors, and preferences, businesses can create targeted campaigns and offers that resonate with specific segments, resulting in higher engagement and conversion rates. 
    • Intelligent Recommendations: AI algorithms can analyze customer data to generate personalized product recommendations. Customers can discover new offerings that align with their interests and preferences, increasing engagement and driving sales. 

    Why Does Your Business Need a Customized Customer Engagement  

    Hybrid Analytica Consulting understands the importance of having a customized customer engagement strategy that is specific to your needs and goals. According to Jaap-Jan, “Our Unique Selling Point lies in our ability to provide tailored solutions that address the specific needs and challenges of each client.” Here are some of the reasons why you should develop a customized customer engagement strategy. 

    1. Improved Relevance: A customized strategy enables you to tailor your customer engagement efforts based on customer segments, demographics, behavior patterns and preferences. This ensures that your messages are relevant and targeted, increasing their effectiveness.
    2. Competitive Advantage: A customized strategy helps you to differentiate your business from competitors by offering tailored experiences. When your customers feel understood and valued, they are more likely to choose your products and services over others.
       
    3. Increased Customer Retention and Lifetime Value: By understanding your customers, you would be able to get a higher customer retention rate and get a better lifetime value. By fulfilling your customer needs, you can strengthen the bond and encourage ongoing engagement. 

    Evolvous is committed to offering technologically enriched solutions that enhance every aspect of business operation, to drive efficiency. Our partners like Hybrid Analytica Consulting share our commitment and they offer customized customer engagement solutions that leverage advanced technology to make businesses more responsive. Visit hybridanalytica.com.sg to discover more about our partner services.  

     References 

    1. https://www.salesforce.com/resources/articles/customer-engagement/ 
    2. https://www.gartner.com/en/marketing/insights/multichannel-marketing 
    3. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying 

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