Paying extra attention
The feeling of getting something extra – a special treatment – is very good for customers. Customers are guaranteed to be pleasantly surprised when they get something they didn’t expect.
Using feedback to improve
If you don't want to irritate your customer, make sure that problems are solved quickly and don't let them run into the same problem multiple times. So don't keep putting out fires, but tackle things structurally.
Eight values for customer engagement
These eight values for customer engagement show that the customer is mainly concerned with 'soft' values or behavior. list to data Price and product? They are not on this list. They are assumed to be in order. The customer mainly wants attention, to be heard and to be special (just like every human being!). Not only when they visit the online community, but at every moment and in every way they have contact with the organization.
If you want to create an online community, remember that all employees, managers, customers, partners and suppliers together are your community. So the community is already there! An online community can connect all these different roles like no other. It is therefore a powerful tool, but this power will also expose many pain points in the organization.
Is the organization ready for this?
If the answer is 'no', this does not mean that you should not start an online community. On the contrary: such a community can then be used as an accelerator of the change process that is necessary to make all layers in the organization more customer-aware and customer-oriented. However, this does require a different positioning of the community: