Listen More to Your Customers to Create More Engaging Interactions

Have you ever visited a department store and been unable to find a sales associate to help you? Can you imagine the customer experience when a salesperson talks about products without ever listening to what you are saying or asking for?

As marketers, we understand the need for sending relevant and personalized messages to customers. Experienced marketers also understand the importance of reaching each of their customers on the right channel at the right time with a relevant message. However, often we focus on the outbound messages without paying any attention to what the customer is saying or doing.

Most effective customer engagement and customer experiences happen when you closely monitor your customers’ interactions with your brand in real time – then send them pertinent messages. This in turn creates a richer and better experience that leads to greater customer satisfaction and brand loyalty.