Customer Engagement: Can You Have Too Much of A Good Thing?

When it comes to engaging your customers, don't put all of your eggs in one basket. The more ways you engage, the more money you’ll make.
Contributing Writer,
March 28, 2013

What channels should your small business be using for customer engagement? As many as you can. The Direct Marketing Association reports that customers engaged with your business in more than one channel are 125 percent more valuable than customers who interact with you through only one channel. With that in mind, consider engaging through:

  • Maximize your customer service reps. Cross-train them to upsell customers. Enabling reps with chat, access to social media accounts or CRM tools can provide them with more information so they can figure out what the customer truly needs.
  • Use traditional methods. Sales letters, direct mail and email are all valuable ways to engage the customer. Yes, social media may be the shiny new toy in your marketing toolbox, but don’t ignore the old standbys that still work.
  • Get feedback. Make sure your customer engagement isn’t a one-way street. Reach out to get feedback with polls and surveys; also listen in to see what customers are saying about you online.

 The more ways you can touch customers, the better your chances of truly engaging them—and of making the sale.


Read more Customer Service Watch articles.

Photo: Getty Images


Contributing Writer,