Q. Engaging consumers, not just trying to control them.
How can a company proactively engage their consumers to a point that they will become an integral part of products & services launches, and build up better businesses practices on a win-win scenario?
The very basic and essential thing to do is to 'listen' to your customer, even in areas that may not be directly related to your offerings. Listening does not mean having to obey. It also does not mean that the customer is always right.
Generally speaking, if there is a layer of 'dialogue' built into all customer touch points, you are creating those many opportunities to listen to a customer.
You could apply the layer of dialogue / interaction with the customer asking the 5 basic questions of what, why, when, where, and how during the 3 main stages of customer experience. viz:
(1) Before using your product / service
(2) While using your product / service
(3) After using your product / service
The dialogue / interaction that I'm referring includes obvious methods such as C-Sat surveys as well as hidden, non-obvious data points such as consumer behavior. Appropriate analysis of these data points will tell you what the customer is saying... but are you listening? :-)
How can a company proactively engage their consumers to a point that they will become an integral part of products & services launches, and build up better businesses practices on a win-win scenario?
The very basic and essential thing to do is to 'listen' to your customer, even in areas that may not be directly related to your offerings. Listening does not mean having to obey. It also does not mean that the customer is always right.
Generally speaking, if there is a layer of 'dialogue' built into all customer touch points, you are creating those many opportunities to listen to a customer.
You could apply the layer of dialogue / interaction with the customer asking the 5 basic questions of what, why, when, where, and how during the 3 main stages of customer experience. viz:
(1) Before using your product / service
(2) While using your product / service
(3) After using your product / service
The dialogue / interaction that I'm referring includes obvious methods such as C-Sat surveys as well as hidden, non-obvious data points such as consumer behavior. Appropriate analysis of these data points will tell you what the customer is saying... but are you listening? :-)
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