How can customer engagement techniques transform marketing ROI

Gareth James, CEO

• What is customer engagement?• What is the customer

expectation?• How we should engage with

customers• How engagement can increase

marketing ROI

Customer Engagement 3

The on-going effort by a brand to interact with their customers and the measured response of that effort by the customer in return.

24/7 Demand

Explosion of marketing channels

Mobile Apps Email Web Store Call Centre

Multi-device

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Customer expectation

What customers want• Brand consistent service• Seamless search and buying

process• Treated like an individual • Real-time expectation

Exceptional experience

Great experiences = more loyal, active and profitable customers

Experience is perceived andowned by the customer

• Show me you know me• Know what I want• Know when I want it…

How to engage effectively

Communicate with me on my terms

with customers?

…even before I do

• Know when to talk and when to listen• The difference between intrusion and

support• Be empathetic and sincere• Be intuitive

How do we know our customers?Great relationships rely on two way communication

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How to engage

• Digitally listen to your customers

• Track and monitor behavioural data

• Contextualise the results• Use the insight• Give customers the

opportunity to respond on their terms

The familiarity process

Save me time & effort Reassure me

Help me decide

Journey point responsive interactions

Get to know me

Journey Management

Help me buy

The Start

Remind me/help me to buy again

Loyalty

Personalisation

Reassure me

How?• Timing is everything• Channel and device

acknowledgement• Empathy• Sincerity• Staying power

Customer engagement isn’t a choice for modern, successful brands – it’s a necessity• Success depends on - • The right technology & support• A customer centric approach• Agile strategy

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We’d be happy to answer any questions@Intilery www.Intilery.com