Unveiling the Essence: How to Get Real with Customer Engagement for Meaningful Connections
I have to make a confession.
I was sitting in a room with some motivated people who were focusing on how they engage with customers. I say I was sitting in the room because I should have been participating; but I wasn’t. There was something about the discussion. The vanilla or bland, ho hum discussion about customers. You know what I am talking about.
Then a question was asked by one of the junior people in the room – what is the definition of customer?
That’s got me interested. Seems like everyone else got interested too.
Turns out there were two types of customers – internal customers and external customers.
Next was the drill down on what external customers looked like.
They became real.
We gave customers names, where they were from, how we served them and asked the question:
How do we know we have satisfied them?
Discover the transformative power of getting real with customer engagement
That’s the tip.
Don’t identify customers with bland or generic titles, give them a name.
It makes it easy to relate and brings the discussion to life because you are focusing on and talking about someone real.
Same with internal customers.
In this case it was about serving management.
As the group drilled down on management, it became apparent that there wasn’t a great understanding about how to serve them and that was because the group didn’t understand what management did! So, a management gathering was organized with a view to listening, creating maps around activities to work out how they can be served.
Two points to make.
- The first, best ideas can come from anywhere.
- Bring discussions to life by making them real.