Publishers Building A Robust Customer Engagement Strategy

All publishers want to think that they have built impenetrable relationships with their customers. However, the brutal truth is that companies are only significant to customers when you offer them something valuable. The evolution of digital business has generated a customer-focused economy, and customers unashamedly shop around till the find the solution that suits their needs.

So now when you attract the customer's attention, you have to make the most of every discussion and engagement to ensure you're the perfect suitor for their business and will make them blossom creating long-term growth. There is no time for witty conversations, universally used statements or even blanketing people with the same messages hoping to get a catch, now when you talk to customers you need to have something significant to say.

The Need To Deliver A Successful Customer Engagement Strategy

A powerful customer engagement game plan ensures that your message delivers value every time. Concurrently, a strong engagement strategy involves much more than a one to one touch point, it contemplates engagement such as one to multiple opportunities which includes learning, advocacy, communities and events. The window of opportunity awaits as long as your engagement strategy is fine tuned.

What Is A Customer Engagement Strategy

A customer engagement strategy is a dynamic data-centric way to maintain and build strong relationships with customers. These processes is an opportunity to personalise services to meet customers needs.

Creating an all inclusive strategy around this thought process of informed mediation requires a pledge to:

  • Monitor customer behaviour
  • Review customer metrics
  • Forecasting customer requirements
  • Increasing customer growth

You want customer to feel educated from conversations, grow their business and make them feel they are the focus of everything you offer.

Tracking Customer Engagement Behaviour

You won't be able to develop value for customers if you don't comprehend their current situation. Your efforts to build customer success depends on constantly understanding customer behaviour. Your customer engagement strategy should be able to converge real-time information on what your customers are doing with your implemented solution. This understanding allows you to place every customer engagement into a living context—to show the customer you are there with them as they get value from your services.

Customer Metrics Success Analysis

Keeping an eye on your customers daily growth with your services harvests a whole host of metrics that you can use to direct customer engagement. The metrics give deep insight into your customers attitudes and behaviour against average success that you know relate to long-term value.

By adjusting your plans when customer behaviours change, you are able to prioritise your customer engagement approach.

For example, if online media publishers notice a steady increase in subscriptions and increased interaction with the site it may be time to cross-sell or up-sell other services and products to customers. On the other hands, if a publishers record a sudden drop in engagement there could be in danger of churn, and indicates a new re-engagement strategy needs to be implemented.

Predicting Customers Needs

Making the most of customer life cycle value is accomplished over years of periodic adoption, opportunities and renewals with constant delivery that changes as customers goals change. This is imperative for customer retention.

To stay significant to your customers long-term you need to predict future needs that continually deliver on growth. Your priority in relation to your customer engagement strategy needs to find innovative ways to find customer success.

Developing Customer Growth

Your customer engagement strategy should recognise how business growth goes hand in hand with customer growth. The majority of customer value is procured over an extended period of time, and your customers interests will continue if the ROI continues to grow also.

Evolok's Technology That Strengthens Customer Engagement

Evolok help publishers engage with customers in an effective way by better understanding their customers behaviour and get closer to their needs. With real-time analytics and data available, you can customise your customer engagement strategy to attract and retain customers by treating them as individuals rather than a generic process.

If you would like more information on our services please use the contact form for more details.

Talk to Sales

Sign up for our latest blog updates direct to your inbox