Immediacy and Intimacy: 50 Shades of Customer Engagement


March 11, 2015: A relationship truth: there is no ‘one size fits all’ way to engage customers. Just like every successful personal relationship, the connection with your customers is based on a deep and clear understanding of their needs. You need to be able to communicate at the level that suits them, at the time that suits them, and through the channel that suits them. In short, you need to treat them like individuals and make it clear that you are truly listening to them.

Here are five ways to whip your Voice of the Customer programme into shape and ensure you build a lasting bond with your customers.

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