Customer Engagement Strategies analyzes, assesses, designs and builds strategic customer experience and relationship programs and processes. Its Four Stages of Customer Interaction methodology is used to align Customer Experiences with Brand Promises through appropriate Business Processes. This results in customer interaction practices that are essential for long-lasting, profitable customer relationships. Benefits include:

• Increased customer satisfaction
• Increased customer loyalty
• Improved customer experience
• Increased customer referrals
• Increased revenue
• Increased customer life-time value
• Improved sales processes

(Download the Customer Engagement Strategies Overview.)

Customer Engagement Strategies offers the following program solutions. In addition, custom projects are developed to suit specific needs not met by these solutions.

Audit and Remediation Services

1. Customer Engagement Scorecard – the Customer Engagement Scorecard is a powerful tool that captures the status quo of companies’ customer-facing strategy and process. Companies answer fourteen questions and receive a brief analysis of where they should focus on improving their customer facing processes and solutions. Companies can also submit in-depth descriptions of their customer facing processes and solutions and receive analysis and feedback. (Download the Customer Engagement Scorecard.)

2. Customer Hot Spot Identification and Remediation – these services identify "hot spots" in customer experience, i. e., relationship areas where a problematic gap exists between brand promise and customer experience. Results are achieved through in-depth interviews, surveys, focus groups and face-to-face meetings with customers, both current and lapsed. Audits involve the assessment and modification of existing or develop new customer-facing Business Processes to ensure those processes support Brand Promises being realized as Customer Experiences. Projects range from specific “hot spot” remediation to full-scale Customer Engagement Strategy development and deployment. (Download the Customer Hot Spot Audits Overview.)

Customer Touch Programs

1. C-Suite Engagement Programs – Custom developed educational programs are used to attract customer CEOs, CIOs, and other CxOs. By stimulating the emotional and intellectual and creating unique experiences in the appropriate venues, companies are able to build relationships at the highest possible levels inside customer organizations. C-Suite Engagement Programs can also be used to invite prospective customers to demonstrate the value of building a relationship with a particular vendor.

Topics can focus on company-specific products and services, global issues that impact customers, leadership, climate change as a business driver and other topics suited to drive a company’s strategic goals. (Download the C-Suite Engagement Programs Overview.)