Monday, December 17

How to get your tentacles into Customer Engagement!

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I’m often challenged by brands that want to engage their customers online. If only they could get past customers involved.  And how?

Especially if some large groups of customers are not opted-in to communications, are not recently active purchasers, or aren’t opening or responding to CRM comms.

But Brands CAN interest consumers online, even if theirs is a commodity product – such as Energy.

Just look at the little fella!

The hero from my dual fuel account page at Octopus Energy, one of the new, challenger energy suppliers – they have a great proposition and focus on green energy at a great price, with great service, but we’re not here to talk about product propositions.  Not only is the little fella the cutest thing you’re likely to see today; online and on mobile he actually levitates up and down and his tentacles move.

But it doesn’t stop there…

Normally Customers engage with an Energy supplier only when they have a service issue or need to provide a meter reading. So Octopus Energy don’t wait for you to engage – they suggest that you supply a reading every month and engage you with a fantastic visual SPIN THE WHEEL A chance to win either nothing (what I’ve got so far), or a credit to your account (what’s not to like?).

How to improve the experience still further?

If only the little fella would get his tentacles out and spin the wheel for me!

Now in case a Chief Value Officer has not yet been appointed at your company and someone from Finance is reading this, please note that this is NOT the same as an email going out to all your best customers offering them a 15% discount on their account (as I received yesterday from a top high-street fashion brand). “What? Can we really buy engagement and automate those marketing and CX teams?” ask Finance?  No. You can’t.

The Brand Experience IS the Communications Experience  

A famous David Ogilvy quote goes like this: “You cannot bore people into buying your product; you can only interest them in buying it”

Too often organisations place a great deal of effort at the sales end of the Customer journey and often ignore other components of CX in the consumption and re-purchase or decision-trigger cycles.

This is how John Lewis do it in the offline channel, and multi-channel engagement done right has a magnifying effect on maximising value from customers. The magic of an online or mobile engagement is that you can provide a deep, visual brand experience or video right there, build utility, relevance, habit.. and possibly even sell (not overtly, Mr F, remember it’s about engagement!). Makes you wonder,.. how could a Bank engage you monthly online?

All brands should consider fully how their communications experience interweaves deeply with and through their product experience – not just at initial purchase but throughout consumption and service lifecycles. The complete end-to-end customer experience.

About 3RM and CVA

3RM has a proprietary process CVA – Customer Value Acceleration – to help existing UK & global brands accelerate growth through maximising customer value, by prioritising and delivering CX initiatives across the end-to-end customer journey.

At last year’s #ukCXawards Octopus Energy won the category in which I judged. One year on, I’m a happily engaged customer.


About Author

Simon is dedicated to maximising value via communications, data and CX, for service sector brands. Deep expertise as a client and consultant in each of these traditionally siloed functional areas ensures he is able to plan and execute UK and global transformational plans that integrate effective, product, service with personalised communications across all channels; delivered through internal stakeholders, front-line colleagues, IT integrators and agency partners. Simon has worked for many of the world’s finest global brands and agencies and has added over £½ billion in profit and shareholder value to at least three organisations.

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