We talked about Employee Engagement several times in the first 6 months of the year, but as we head towards year-end for many companies, I want to shift gears and help you look at customer engagement and retention in a new light.
- Customer engagement and retention doesn’t mean they phone you to place an order.
- It doesn’t mean they pay you.
What Does Good Customer Engagement and Retention Look Like?
It means they actively look for ways to do business with you and only you.
It means they bring you their problems, anticipating that your team will put their thinking caps on and come up with creative solutions.
It means they actively recommend you to others without requiring awkward referral requests.
BUT… customer engagement and retention doesn’t always mean developing a deeper relationship. Sometimes it’s just the opposite. Are you getting it right? More…