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

Tips for Customer Retention

Posted on 12.23.2016 by in Engagement Strategy

Too often customer retention is not treated with the same level of focus and care as net new sales. Given the amount we spend on net new sales it is critical for companies to put the same energy and focus – or more into retention.

AI, Humor and Engaging in Likeable Dialogue

Posted on 12.8.2016 by in Engagement Strategy

It’s not surprising that companies are searching for ways to use Artificial Intelligence. At Farland Group, we hear from clients who are using AI within their own organizations — whether to cut down on manual tasks for employees or to create a better customer experience. We are seeing the use of AI on a consumer level too, so it makes sense that the people behind these capabilities are looking for ways to humanize them.

Cultivating Disruption Without Being Disrupted [Article]

Posted on 11.4.2016 by in Engagement Strategy

Disruptors — no matter who they are — may not be the people you look to for motivation. But, more companies are encouraging the role of “disruptor” over being “disrupted” within their organizations. Jane Hiscock, President, Farland Group, understands this balance can be difficult, and explains how you can embrace disruption without compromising your business.

The Power of Thank You

Posted on 10.7.2016 by in Engagement Strategy

To be thanked for helping to make someone else’s job easier brings a smile to the face and adds a spring to the step and makes those early mornings and late nights worth the effort.