According to modern business approaches, positive interaction with clients and customers is important, as it can effectively build a long term relationship, between the company and the consumers.
|Scooped by Jillian Hor Maelynn|
In today’s highly dynamic and interactive business environment, the role of “customer engagement” in co-creating interactive customer experience and value is crucial. It is important to have a positive interaction with customers so that a positive long term relationship between company and customers can be built. Customer engagement has changed over the years, engaged customers play a key role in viral marketing activity by providing referrals and/or recommendations for specific products, services and/or brands to others. Also, it is more cost effective for a company to satisfy, build and maintain relationships with existing and loyal customers. Attracting new customers is expensive and building relationships with them takes a long period of time, hence misusing/wasting company's resources. Having a positive relationship with customers also helps the company move ahead and improve; existing/loyal customers are the ones who know the products and understand it most, they are the end uses of it. Existing/loyal customers also will be more willing to provide feedback and comments on the product/service. The feedback and comments collected from customers can then be used as innsights to help the company understand the customers, their wants, needs and expectations. Thus, creating and improving product/service, satisfying customers needs, creating more values, making customers happy and enhacing their loyalty towards the brand.