When customers interact and engage in a meaningful ways they develop emotional attachment and a sense of ownership.
Loyalty is likely to develop and some will even become champions of our product or service. Word of mouth is a powerful tool and is best encouraged as customers become more involved.
Once again creativity and sufficient focus is required to constantly be finding new ways or improving existing ways, to more deeply involve our customers in our business.
Customers typically want to express opinions, share experiences and give ideas. We need to provide appropriate avenues for these types of expression and respond adequately to such feedback.
Customers should be engaged in person as much as possible but technology can be a marvelous way to extend our reach beyond those immediately present.
Email and social media can be used appropriately and thoughtfully.
Our communications via technological channels must be as meaningful, considerate and thoughtful as if we were engaging with people individually and in person.
