Posted on Tue, Jul 12, 2016 @ 10:00 AM by Carlos Lahrssen
Food to humans are contacts to businesses: your contacts provide sustenance and fuel the machine that keeps your doors open. If it’s filled with bad apples, well, imagine the indigestion and backlash you’ll get!
After all, you want to have contacts that engage and interact with you–that way, you’ll know what resonates with them, and (just as importantly), what doesn’t. It all starts with your seedling employees, and branches out to your customers.
Metaphors aside, creating engagement isn’t always the easiest, as there are tons of others out there vying for the attention of those same contacts.In this article, we’ll review how to create engagement in your contact database that will bear fruit for your business.
What Makes you Engage?
When you reply to a post, tweet, or email, what urges you to do so? A few immediate factors come to mind:
- It was something you found interesting/funny/insightful
- The piece of information helped you learn something and/or solve a pain point
- You got what you needed quickly
All of these, by default, elicit a desire to share this with others, hence why word-of-mouth is such a powerful thing for businesses.
That said, let’s explore how you can make this happen.
From a Seed to a Sapling
Consider implementing some of the following best practices to jumpstart engagement in your employees and, ergo, your database:
- Give your agents/customer service reps what they need to succeed (whether that be an online knowledge base, or access to certain documents and metrics)
- Make agents’ user experience as seamless as possible so they can focus on customers
- Ensure customers can contact you in a multitude of ways: phone, email, social media, SMS, and real-time chat on your website
- As mentioned earlier, talk to them quickly, and be the best at solving their problem – you’ll get happy customers and evangelists of your brand that way
- Have a prominent social media presence–that means posting frequently and answering customer concerns in a timely manner
- Make your content easily shareable so prospects can spread the love to their colleagues, and so on and so forth
Job Satisfaction = The Tree of Life
You’ll hit the jackpot if your agents are happy to come into work and do everything they can to create an excellent experience for your prospects and customers.
By accomplishing this, you open the doors for customers to willingly reach out and talk to you–and about you–in the best possible light. Engagement builds upon itself too, so you can expect it to increase over time by having great service–and no indigestion, at that.
We hope this article was helpful for you to implement some new processes in your business. If you want to learn more, we invite you to leave a comment or tweet us @nexogy!
Topics: business productivity