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10 guidning principles for customer engagement

Elin Gustafson
With a Bachelor's in Communication and Linguistics from Södertörn University, Elin embarks on her career journey at Questback.
2 min read
Employee Experience
10 guidning principles for customer engagement

With customer engagement at the forefront, customers command attention like never before. Their expectations are soaring, their demands are dynamic, and their loyalty is earned through meaningful interactions. In response to this empowered consumer landscape, businesses across all industries must adapt and evolve their strategies to meet these heightened standards. Here are ten guiding principles designed to not only meet but exceed customer expectations, ensuring a seamless and enriching experience at every touchpoint. 

  1. Appoint a responsible and dedicated resource for the Customer Experience. Attention to customer engagement is sacred and critical to the survival and success of your business.
  2. Secure Top Management’s GO and ownership across the organization for the Customer Experience to top the agenda, for it to work and create catalyst experiences.
  3. Map all your customer processes and touch points (points of contact) between the customer and the organization.
  4. Set up a centralized feedback management system to measure continuously your KPIs across all touch points.
  5. Listen radically to what your customers are telling you. Ask critical questions. Ask even what you are afraid to ask. Success favors the brave.
  6. Turn customer feedback into action – be willing to follow where it leads.
  7. Communicate changes and improvements back to the customers (whose Experience is sacred). Let them know you are listening and trying to improve for them.
  8. Treat your customers as mass markets of one, follow up with individual customers and take every opportunity to be flexible and customer centric in your interactions.
  9. Honor customer complaints – they are the father and mother of amazing opportunities to create positive advantages for your business.
  10.  Nurture genuine employee engagement – for where there is employee satisfaction there is customer satisfaction.

And there you have it. Personalization and dialogue with targeted respondents – individual customers whom you get to care about and know. By embracing these principles and ensuring customer engagement at every touchpoint, your business can thrive. Satisfied customers will become the cornerstone of your business they’ll return frequently, make more purchases, spread positive word-of-mouth referrals, and remain loyal to your brand in the long run.

Looking for ways to improve customer engagement?

Questback can help your company collect the right data at the right touchpoint to enhance customer engagement, turning customer feedback into smarter decisions and competitive improvements across your business.

Write us an email to discuss your unique business case.

Read more about Customer Satisfaction Surveys



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