{"id":39416,"date":"2019-06-25T00:00:00","date_gmt":"2019-06-25T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/why-now-is-the-time-to-jumpstart-your-digital-customer-engagement-strategy\/"},"modified":"2024-01-07T18:32:36","modified_gmt":"2024-01-08T02:32:36","slug":"why-now-is-the-time-to-jumpstart-your-digital-customer-engagement-strategy","status":"publish","type":"post","link":"\/us\/en\/blog\/why-now-is-the-time-to-jumpstart-your-digital-customer-engagement-strategy\/","title":{"rendered":"Why Now Is the Time to Jumpstart your Digital Customer Engagement Strategy"},"content":{"rendered":"

\"\"The growth of digital communication technologies\u2014particularly messaging<\/a> and social media\u2014has clearly created a dramatic change in how we all communicate. As traditional channels , such as voice and email, decrease in overall popularity, newer channels have had a dramatic impact not only on communication, but on human behavior as well.<\/span><\/p>\n

That impact goes beyond merely personal communication. As the usage of these channels has grown, it\u2019s become clear that customers are building a powerful and sustained voice that demands to be heard–not just on social issues, but on any topic that concern them. In particular, they\u2019re using their voice to talk about your company, <\/span>what you are\u2014and aren\u2019t\u2014doing well, and <\/span>your products and services.\u00a0\u00a0<\/span><\/p>\n

Unfortunately, many companies are failing to meet customers on their new channels of choice. Instead, they opt to force customers to communicate using the<\/span> brand\u2019s<\/b> preferred channels, often relying on more traditional methods such as voice, email, and live chat. Not only are these companies missing out on tremendous opportunities to strengthen customer relationships, they are overlooking the issues and concerns customers share via digital channels. <\/span>These days, that means being on a much wider portfolio of digital channels than many realize.\u00a0<\/span><\/p>\n

As I explain in my book, <\/span>The Convenience Revolution<\/span><\/i><\/a>, the companies that are excelling and winning in their marketplace are doing so because they are recognized for good service. A key part of that is reducing friction and making it easier for customers to do business with them. In the process of my book research, I came up with \u201cconvenience principles,\u201d which center on the concept of making it easy to connect with the company.<\/span><\/p>\n

Digital channels uniquely enable this, as illustrated by the enthusiasm for asynchronous communication apps<\/a> such as messaging. Using these apps, customers gain the freedom to start\u2014and even temporarily walk away from\u2014a conversation, while soliciting an immediate response. Not only can customers initiate, leave, and return to these conversations at their convenience, they can move between devices\u2014such as their laptop and smartphone\u2014as they do so.<\/span><\/p>\n

Companies that satisfy customer expectations<\/a> stand to gain market share, because omni-digital customer experiences<\/a> can positively impact Net Promoter Scores (NPS), a key metric that <\/span>gauges how likely customers are to refer others to your business<\/span>. <\/span>According to a recent CITE Research survey, 97% of respondents agree that the more channels organizations use to engage with customers, the higher their customer satisfaction or Net Promoter Score<\/span>.<\/span> To create amazing customer experiences every moment, every email, call, tweet, and live chat matters.<\/b>\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n

If you\u2019re convinced that digital customer engagement<\/a> is the way to go, but are unsure of the best way forward, continue reading this series for a step-by-step approach to establishing, alunching, and continually improving your digital customer care strategy. Or download this guide on \u201c<\/span>How to Build a Modern Digital Customer Service Strategy<\/span><\/a>.\u201d<\/span><\/p>\n

Shep Hyken\u00a0<\/a>
\n<\/span>Customer Service and Experience Expert and Chief Amazement Officer at Shepard Presentations<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

The growth of digital communication technologies\u2014particularly messaging and social media\u2014has clearly created a dramatic change in how we all communicate. As traditional channels , such as voice and email, decrease in overall popularity, newer channels have had a dramatic impact not only on communication, but on human behavior as well. That impact goes beyond merely …<\/p>\n","protected":false},"author":290,"featured_media":39417,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4,18391],"tags":[],"class_list":["post-39416","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","category-it-leadership"],"acf":[],"yoast_head":"\nWhy Now Is the Time to Jumpstart your Digital Customer Engagement Strategy | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"The growth of digital communication technologies\u2014particularly messaging and social media\u2014has clearly created a dramatic change in how we all communicate.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. 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