About Us

Who we are...we are a consulting firm that helps our clients grow their businesses with social media, marketing and business development strategies that begin with listening to their customers. This improves customer acquisition and retention and is key to business success.

What we believe...

• It is critical to create a dialogue over time with customers and prospects.
• We believe in developing an in-depth understanding of customers…mining different dimensions of understanding. Building a fact base is important; but understanding insights and motivations for decision making is even more critical.
• Wasting customers' time is deadly. You must build touch points that matter to your customers, not just to your internal processes.
• Long-term business success is predicated on ensuring that the customer experience aligns with brand promises. You need great processes to achieve that alignment.
• Putting what you learn about your customers and market segment into action towards differentiating your company creates the ultimate competitive advantage.
• It is also essential to choose which groups of customers you will focus on. Strategy is all about making choices.
• Ongoing customer dialogue drives everything – process improvement, quality improvement, product development, and expanding and diversifying your customer or client base.
• Dialogue, understanding, and targeting the right customers also require defining and implementing precisely the right customer touch points. Emotional, intellectual, and behavioral goals must be set and measured to ensure touch points are adding value to the relationship for all parties.

The new customer imperative...the business landscape has been radically changed…social platforms have transformed the way customers and business interact with each other, communicate with each other and influence each other. Push advertising is defunct…engaging and sharing value with them is what it’s all about. Social networks are profoundly changing marketing just as the internet has completely changed business.

Successfully engaging customers depends on both:

• Adherence to the strategic principles of marketing
• Adoption of social platforms

Adopting just one of these approaches is not sufficient. Ten years ago, many new internet business models streaked to glory, but since they didn’t adhere to sound business strategy principles they also went down in flames. The same is true for social marketing—we believe that embracing social media is essential to customer engagement, but will fail without being integrated with proven sound strategic marketing principles.

What We Can Do for Your Company...Customer Engagement Strategies can help your business grow. We do this by getting you to listen more closely to your customers, learning new insights that you can act on to gain a competitive advantage with existing products or services or with new ones. We can help you create ongoing conversations with your customers that will increase their loyalty and life-time value to your company, as well as uncover opportunities to co-create new value.

Customer Engagement Strategies has deep experience in listening to customers and integrating what we hear into successful business best practices. We are also expert at strategic marketing principles and implementation, including social media, sales, customer touch point programs, and employee and customer training and educational programs in multiple B2B and B2C industries.

Learn more about Our People.

Let's start the conversation about how Customer Engagement Strategies can help your company be great at customer acquisition, retention, and engagement.