{"id":31453,"date":"2023-05-06T03:08:16","date_gmt":"2023-05-06T07:08:16","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=31453"},"modified":"2023-05-14T17:54:56","modified_gmt":"2023-05-14T21:54:56","slug":"lets-really-understand-what-customer-engagement-is-and-how-to-improve-it","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/lets-really-understand-what-customer-engagement-is-and-how-to-improve-it\/","title":{"rendered":"Lets really understand what Customer Engagement is and how to improve it"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/26340447\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p class=\"p3\">Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn&#8217;t. To remedy this giant hole in our content, we recorded this podcast.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p3\">Now, part of not having any content on the subject means I didn&#8217;t have a definition ready for the term. However, like anyone would these days, I fixed that with an internet search. I found an excellent one at <a href=\"https:\/\/blog.hubspot.com\/service\/customer-engagement-guide\" rel=\"nofollow noopener\" target=\"_blank\"><span class=\"s1\"> HubSpot<\/span><\/a>, another great one at <a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-engagement\/\" rel=\"nofollow noopener\" target=\"_blank\"> <span class=\"s1\">Salesforce<\/span><\/a>, and third at <a href=\"https:\/\/www.qualtrics.com\/uk\/experience-management\/customer\/customer-engagement\/?rid=ip&amp;prevsite=en&amp;newsite=uk&amp;geo=GB&amp;geomatch=uk\" rel=\"nofollow noopener\" target=\"_blank\"> <span class=\"s1\">Qualtrics<\/span><\/a>. Each of these definitions was unique and oddly familiar. However, together they do a great job of defining the general outline of the concept. To summarize them, let&#8217;s say that customer engagement is about interacting with customers in a connected way through a variety of channels to build an emotional connection with them.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p3\"><span class=\"s1\"><a href=\"https:\/\/bit.ly\/3X5FOOs\" rel=\"nofollow noopener\" target=\"_blank\">In a recent podcast<\/a><\/span> with <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">Customer Experience<\/a> pioneer Joe Pine, we explored the idea of time well spent. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as &#8220;time well-spent.&#8221; Often when customers feel this way about your product, service, or experience, they will recommend it to their friends and family\u2014which is an excellent indication of engagement.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p3\">In this episode, we explore the concept of customer engagement and how you can craft a winning strategy for it in your experiences. Plus, we fill a hole in our content to satisfy Vijay&#8217;s request and feel better about the job we are doing engaging you with our content.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p6\">Here are some other key moments in the discussion:<\/p>\n<ul class=\"ul1\">\n<li class=\"li6\"><strong>03:53<span class=\"Apple-converted-space\">\u00a0<\/span><\/strong> We share definitions regarding Customer Engagement and how we agree and disagree with part of them.<\/li>\n<li class=\"li6\"><strong>10:44<span class=\"Apple-converted-space\">\u00a0<\/span><\/strong> We discuss how finding a new idea in marketing is essential, so, reengaging old concepts under a new name is fine if it means solid strategy comes back into fashion.<strong><span class=\"Apple-converted-space\">\u00a0<\/span><\/strong><\/li>\n<li class=\"li6\"><strong>17:02<span class=\"Apple-converted-space\">\u00a0<\/span><\/strong> We revisit the idea first shared by Pine on an earlier podcast about how engagement is also about time, from giving it to you to thinking of what was spent with you as a good investment.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<li class=\"li6\"><strong>20:52<span class=\"Apple-converted-space\">\u00a0<\/span><\/strong> Ryan offers his critique about the concept of customer engagement and a common mistake many organizations make when trying to improve it.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<li class=\"li6\"><strong>22:43<span class=\"Apple-converted-space\">\u00a0<\/span><\/strong> Colin share his key takeaways about the concept and how you can apply a practical strategy for engagement moving forward.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span class=\"Apple-converted-space\">_________________________________________________________________<\/span><\/p>\n<p>Did you know we have a YouTube Channel too?\u00a0<a href=\"https:\/\/www.youtube.com\/c\/ColinShaw_CX?utm_source=Youtube&amp;utm_medium=LinkedIn+Article&amp;utm_campaign=Newsletter:+Fear\" rel=\"nofollow noopener\" target=\"_blank\">Check it out here<\/a>.<\/p>\n<p>Connect with Colin on LinkedIn\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Follow Colin on Twitter\u00a0<a href=\"https:\/\/twitter.com\/ColinShaw_CX?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Click\u00a0<a href=\"https:\/\/beyondphilosophy.com\/our-team\/ryan-hamilton\/\">HERE<\/a>\u00a0to learn more about Professor Ryan Hamilton of Emory University.<\/p>\n<p>To learn more about Beyond Philosophy&#8217;s Suite of Services\u00a0<a href=\"https:\/\/beyondphilosophy.com\/cx-services\/\">Click here<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn&#8217;t. To remedy this giant hole in our content, we recorded this podcast.\u00a0 Now, [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":27706,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-31453","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31453","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=31453"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31453\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/27706"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=31453"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=31453"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=31453"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}