Customer engagement is a term that is everywhere now. The industry is moving from touting “customer experience” to “customer engagement” because we all know that “engagement” is much deeper; it is about interactions, not just transactions.
Excelling in customer engagement is a critical component to outperforming your competitors and delivering lifetime customer value, but how do you that? Why should you do that?
Well for one thing, your customer base is changing. Baby boomers are giving way to millennials, Gen X, Y and Z, and digital customers are becoming the norm. Within 10 years, 75% of the labor force will be born digital and they don’t like paper communications; they use digital media and social channels like no other generation.
Are you going to be able to speak their language?