Is Client Engagement Important?
I'd say customer service has expanded to include customer (client) engagement and if you haven't embraced it yet, you should. Social media has raised the bar; people share their experiences good or bad, and you need to make sure you’re giving them a better service than your competitors.
Customer engagement is all about understanding the customer, beyond just the basic business transaction. What makes them tick, what drives them, what are their motivations? Once you understand this, you can offer personalised services and, in turn, encourage repeat business.
So, is customer engagement important? In a word -- yes.
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