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Engagement Strategy

Advice & Insight

Drive Better Business Results Faster

Effective customer engagement requires a commitment to reciprocal value. Too often, companies use customer stories to benefit them, and fail to consider the benefit for the customer. Our approach will push you to focus your engagement strategy on the value to the customer.

Developing a customer-centric commitment requires a shift in mindset. Done well, meaningful engagement will ultimately lead to better business results for your customers and ultimately return benefit to you.

Recent Advice & Insight

Going That Extra Step: Creating Differentiated Customer Experiences

Posted on 06.26.2017 by Anne Taylor in Engagement Strategy

Those of us who travel for business or pleasure most often receive customer surveys after our hotel stay, and some of us complete them.  We receive the automated “thank you for your input” note at the end of the survey »

B2C May be More Widespread Than We Think…Here’s Why

Posted on 06.19.2017 by Camille Freni-Antonetti in Engagement Strategy

I recently wrote a piece about Tecovas, a cowboy boots company that sells directly to consumers, and how we are seeing additional companies shift to similar B2C models. My theory was recently validated on a drive to the office. While »

Really Knowing Your Customer: The Right Message at the Right Time

Posted on 06.12.2017 by Anne Taylor in Engagement Strategy, Misc

In the course of our work with CMOs, we often hear of the eternal quest for marketers to be able to deliver the right message to the right person at the right time.  As a consumer, I actually appreciate that »

Keys to Customer Centricity: Internal Culture and Incentives

Posted on 06.6.2017 by Jane Hiscock in Engagement Strategy

It seems like a no-brainer that a customer-focused business will be rewarded with customer loyalty, revenues, and even employee loyalty, but getting there is a huge challenge for many businesses and requires significant transformation efforts. Recently in speaking with a »

Project Planning is Key to Driving Customer Engagement Programs

Posted on 05.25.2017 by Anne Taylor in Engagement Strategy

If you’re hosting a dinner party with multiple courses that need to be timed perfectly, you’d map out your plan ahead of time, with all of the details necessary to ensure your dessert is not served before the main course »

Being “Uncomfortable” and Applying it to Your Engagement Strategy

Posted on 05.10.2017 by Camille Freni-Antonetti in Engagement Strategy

Until recently, I hadn’t thought about how stepping out of my “comfort zone” in my career would benefit me — after all, who really wants to be uncomfortable while they’re working?

B2B Influencer Relations in the Age of Transparency [Article]

Posted on 04.18.2017 by Camille Freni-Antonetti in Engagement Strategy

Influencer relations and strategic inner circles have been around for some time, but the digital era has certainly contributed to their evolution.

Customer Experiences Out-Perform Product Loyalty Every Time

Posted on 04.18.2017 by Jane Hiscock in Engagement Strategy

83 percent of U.S. consumers say having a positive customer experience with a brand is more important than the product itself. For those of us who spent our careers in B2B businesses, where the investment and innovation dollars have gone to product, this is a very significant finding.

Listening and Acting: The Virtuous Circle of Engagement

Posted on 03.30.2017 by Anne Taylor in Engagement Strategy

Listening and acting are two concepts that are absolutely critical to the health and longevity of customer advisory boards.

Tips to Improve Customer Engagement

Posted on 03.21.2017 by Jane Hiscock in Engagement Strategy

Optimizing customer engagement requires more than quantitative surveys

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Featured Posts

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The Value of Convening C-Suite Peers: Reaping What You Sow

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The Customer Engagement Challenge

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From Seller to Advisor: Engage Your Customers to Help You Stop Pitching

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4 Ways for B2B Businesses to Keep Their Customers [Article]

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Transformation and Change Must Not Trump Customer Engagement

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Customer Engagement: It’s More than a Bunch of Activities

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Want to Optimize Your Engagement Strategy? Focus on Executives

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  • Engagement Strategy
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