Martin Yan 9 Years Ago Good thoughts here. How would you suggest other companies engage customers in conversation on the practical level? Social media? Please sign in to reply. Reply as... Cancel Ken Dong Martin Yan 9 Years Ago Great question Martin. There are a few ways to apply this on the practical level. 1. For your employees that are customer facing, it's hiring those that have the ability and desire to engage your customers. 2. Sometimes the best connection happens when you're talking about subjects that are completely non-related to the main topic. Through your website or other social media you need to be able to relate to your customer on multiple levels and not just through whatever you are trying to sell or market. If you want people to follow your twitter, google+, facebook, instagram, etc..Be the initiator. Follow them first and see who they are as people before you see them as a customer. 3. For policy, use procedure as a guideline, but make sure your team is goal oriented rather than task oriented. Focusing on obtaining goals allows for freedom to connect. If you make your goals bigger than your procedures, you'll most likely see your employees going above and beyond the call of duty. Constant vision casting is essential for this as well. Please sign in to reply. Reply as... Cancel
Ken Dong Martin Yan 9 Years Ago Great question Martin. There are a few ways to apply this on the practical level. 1. For your employees that are customer facing, it's hiring those that have the ability and desire to engage your customers. 2. Sometimes the best connection happens when you're talking about subjects that are completely non-related to the main topic. Through your website or other social media you need to be able to relate to your customer on multiple levels and not just through whatever you are trying to sell or market. If you want people to follow your twitter, google+, facebook, instagram, etc..Be the initiator. Follow them first and see who they are as people before you see them as a customer. 3. For policy, use procedure as a guideline, but make sure your team is goal oriented rather than task oriented. Focusing on obtaining goals allows for freedom to connect. If you make your goals bigger than your procedures, you'll most likely see your employees going above and beyond the call of duty. Constant vision casting is essential for this as well. Please sign in to reply. Reply as... Cancel
Monica Li 9 Years Ago Great article! It's extremely useful as a reference both in a general perspective and a more specific perspective when it comes to stay connected with our customers as well as improve the relationship between the customers and us! Please sign in to reply. Reply as... Cancel