Are your Customers "Engaged", or just "Satisfied?"

Are your Customers "Engaged", or just "Satisfied?"

How many of your customers are satisfied with you and your company? How many of those customers are engaged in your brand? At first glance, you might say "sure, I have very loyal customers who know my core business!" In reality, only a small percentage of many companies' customers are raving fans, or advocates for your business. Increasing numbers of your engaged customers, even by a small amount, is directly linked to growing your business!

No longer can we look at customer satisfaction as a measurement tool. The real test is to recognize that your customers have a strong, emotional bond with your company, thus creating Raving Fans. Let's examine four ways to start down the road toward customer engagement.

1. Confidence: Do your sales people or customer service reps make the customer feel that your company is trustworthy and keeps promises? Trust is the building blocks of creating customer engagement, and in essence, trust is about predictability. Customers don't like surprises. Does your company deliver what you are promising in your advertising?
2. Integrity:  How a company reacts during a difficult time demonstrates to customers what we are really made of. Whether you have a quick downturn in sales, or a nasty complaint, do your team members treat customers fairly? Customers want the sense that they are being treated in aboveboard fashion, no matter what situation you are facing. Does your team look out for the customer, or only themselves?
3. Pride: The companies we do business with can become extensions of ourselves or our own image. What kind of car do you drive? What wine do you drink? Where do you shop for clothes? You continue to purchase from companies that make us feel proud to shop there, and where you feel respected, even after the sale is complete. Your customers want to feel that your company is as interested in them now, or even more so, than before the initial sale took place. Does your staff give proper attention to your customers, that would generate a feeling of pride?
4. Passion: Do your sales staff and front-line employees have passion for what they do? If the answer is "no," it's not a secret to your customers. Your customers can see right through the fake smiles and snooty attitudes. If someone is truly passionate about their job, they are more likely to develop an emotional bond with the customer, therefore evoking feelings of confidence and pride. However, some people simply do not have the talents to interact with people in a way that will allow this to happen. Now is the time to evaluate how passionate your employees are about their job, because any negativity can damage the brand promise you are working so hard to build.

Your customer base is the most important asset to your company. I challenge you to take a close look to find if you have satisfied customers, or engaged customers. Need help with a plan on engaging your customers, so they become brand advocates for your business? I can help. Contact me today for a free consultation.



Renee Schneider
Trio Marketing
p. 515.259.0577
c. 316.644.7029
e. renee@trioagency.com

 
 
A little more about us:
TRIO is a full-service marketing communications company providing a wide array of integrated marketing services to meet all of your business and marketing needs.  At TRIO, we understand that each client is unique; therefore we provide customized solutions based on your goals and growth objectives. All of our recommendations are made specifically for you and your business. TRIO Marketing, Branding and Advertising delivers an effective blend of creative talent and strategic thinking, delivering results that increase the bottom line of our client partners. We utilize our network of local experts in the community to execute the campaigns on the basis of design, printing and mailing.

Our Services include:

• Marketing, Branding, Public Relations and Advertising Consulting
• Strategic Annual Marketing Plan Development
• Integrated and Interactive Marketing Services including E-mail and SMS Marketing
• Promotional Products
• Media Negotiation, Placement & Spot Traffic Management Print Design & Production
• Web Development & Search Engine Optimization
• Direct Mail Services
• One-on-One Sales Team Development

At TRIO, we work hard to combine marketing talent and technology with outstanding customer service to build long-term partnerships with you and your business. Our strategies are delivered on time and in a cost-effective manner to achieve maximum response and grow your business.