Category Archives: Customer Engagement

Customer Engagement vs Customer Experience: What’s the Difference?

customer engagement vs customer experience

Any business owner worth their salt understands that their clients are their most valuable resource. That almost goes without saying, right? But with so many client-oriented elements within the marketing sphere, it can be tricky to prioritize. So, in this article, we’ll delve into customer engagement vs customer experience argument. Hopefully, this will help you […]

Customer Engagement needs automation. Here’s Why

It sounds counter intuitive: why would you consider automation when customer engagement is all about connecting with customers in meaningful ways? Isn’t automation impersonal? Wouldn’t a personalized, one-on-one approach be key to successful customer engagement? In fact, many firms (particularly in insurance, banking and wealth-management) rely on agents and advisors to build relationships with their […]

Taking your first steps in becoming a Customer Engagement Manager

customer engagement manager

There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! To be successful, you will require strong project management and communication skills. Take the first steps by learning the what, […]

Are you a Digital Experience Leader?

Can you imagine trying to conduct business these days without having a website?  I don’t know anybody that can! The Internet has become such a prevalent way to connect with customers that even companies that traditionally relied on face-to-face interactions like Goldman Sachs or Louis Vuitton had to bow to the new reality. Today, most […]

Omnichannel or Multichannel Platform: What’s the Difference?

omnichannel

Omnichannel. Multichannel. Two of the biggest buzzwords in any industry today. Both provide your company with ways to communicate with your customers. While some businesses throw the words around as though they’re interchangeable, they’re not. In order to get the most out of your customer communications management software, your company needs to know the difference between a multichannel and an omnichannel platform.

It can be confusing, trying to figure out the differences between the two since they are so similar. It’s like vanilla ice cream and vanilla bean ice cream. Sure, they’re both kind of the same, but one is a little different than the other. The same can be said for a multichannel or omnichannel platform.

Better Customer Engagement Creates Better Employee Engagement

better customer engagement

The success of your business relies on your customers. That’s easy to understand — no customers, no business. Better customer engagement helps to build a stronger relationship between your business and your customers. Did you know employee engagement is just as important as customer engagement?

There is a great deal of research to show how, no matter the industry, customer satisfaction is deeply connected to greater employee satisfaction, and vice versa. While there are a number of customer engagement solutions out there, they might not address the cornerstone of an engaging customer experience – that is, employees who know the mission, armed with the tools to accomplish a better customer engagement.