Customer Engagement

Successful Customer Engagement

MIG operates at the leading edge of customer engagement thinking. Our key objective is to engage with and understand the customer and then communicate and deliver in the way that best suits them, at a convenient time, with their preferred frequency. This requires a new approach, based on blending strategic multi-channel marketing and advanced customer insight, with awareness of creative, analytics and business systems knowledge plus a keen awareness of the impact of how to involve your customers with your brand through, for example, social media marketing and social media monitoring.

Taking your customers on a journey with your brand is what engagement is all about. Customers travel on this journey from being unfamiliar with the brand, to familiarity with the brand, becoming a customer and finally on to advocacy. This takes multiple engagement cycles and requires the process and technology in place to capture, analyse, create, optimise and deliver content in a continuous engagement cycle.

To do this effectively, organisations need to use a customer database to build and record customer relationships and engagement cycles, tracking who is spoken to, about what and when.

Customer engagement doesn’t happen immediately. It’s a journey of defining a strategy, understanding a starting point (better web engagement, better social media engagement, better email engagement etc), and planning and rolling out the required processes, skills and campaigns to support the strategy.

To achieve successful engagement, the marketing function must act as a coordinated whole. Customer engagement will remain a challenge if the organisation operates in functional silos with limited integrated effort across online and offline channels. The key objective is to engage with, and understand the customer and then communicate and deliver in the way that best suits them, at a convenient time, with their preferred frequency.

 

 

The Marketing Innovation Group Ltd.
PO Box 427, Knutsford,WA16 1EH
Registered in England & Wales. Company No. 06963849.