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Proactive Customer Engagement The Foundation for Customer Loyalty

Numerous businesses forget the significance of their customer experiences when it comes to proactive customer engagement.

Research shows that 54% of customers indicated that sales, customer service, and businesses in marketing neglect to share relevant information with their customers, and 66% of customers said they’re treated like numbers.

No wonder customers left one company for another. 

That’s not wrong; when customers need assistance, brands or companies are always readily available. However, isn’t it better for businesses to take their support much further with proactive engagement? 76% of customers are seeking company interaction to be constant, and they also need personalized offers. So, rather than leaving customers to figure things out for themselves, proactive support and engagement can help cultivate strong relationships.

Let’s win over the customers by improving customer engagement!

What is the Definition of Proactive Customer engagement?

The process of connecting with customers and developing relationships with them is known as proactive customer engagement. Businesses have to put a plan in place to communicate with customers in a proactive way across the customer journey before problems or needs occur. 

It also includes:

  • Understanding individual customer journeys based on past experience and providing personalized messages, materials, or support to assist them in achieving their goals faster, better, and with greater value.
  • Engaging customers to get feedback.
  • Using proactive communication efforts to make customers feel appreciated and heard, ultimately leads to loyalty.

Why Proactive Customer Engagement?

Customer engagement is often reactive rather than proactive. This has resulted in high-customer-effort experiences, limiting the effectiveness and profitability of self-service. However, the current pandemic and economic crisis have motivated many organizations to more rapidly develop capabilities to personalize proactive conversations. 

Customer engagement is evolving. Gartner forecasts that proactive interactions will surpass reactive interactions by 2025. Proactive customer engagement isn’t just a strategy; it’s a commitment to understanding, anticipating, and fulfilling the diverse needs of customers. By offering personalized, timely support and staying connected through various channels, businesses can transform customer experiences and foster unwavering loyalty.

“Shifting from reactive to proactive conversations is a game-changer, delivering nearly effortless experiences, reducing cost, and increasing customer lifetime value,” says John Quaglietta, Senior Director Analyst, Gartner. 

Therefore, it’s time to elevate the customer experience – and proactive engagement is the key. 

Proactive Customer Engagement Techniques

Utilize data and analytics to understand individual customer preferences, behaviors, and needs. Tailor messages, offers, and support to each customer’s specific requirements, ensuring a more personalized and relevant interaction.

Leveraging data and analytics to predict customer needs or issues before they arise. This allows businesses to proactively address concerns or offer solutions before the customer even realizes they have a problem.

Offering support and engagement across various channels like social media, live chat, email, phone, and in-person interactions. This ensures customers can reach out through their preferred platform and receive consistent service.

Keeping customers informed about new features, updates, or relevant industry news. This not only keeps them engaged but also positions the business as an authority in the field.

Developing ongoing relationships by staying in touch with customers beyond just sales or service-related interactions. Celebrating milestones or important events with customers can strengthen the bond.

Proactive Engagement Provided by CXBOX

Imagine a cutting-edge broadcast feature within CXBOX that empowers businesses to reach customers at pivotal touchpoints across their journey. With this feature, businesses can disseminate personalized, timely messages to customers, staying ahead of their needs and fostering a sense of care and understanding. 

This CXBOX broadcast feature could seamlessly integrate within the proactive engagement strategy, allowing businesses to reach customers in a timely manner, offering relevant support or updates precisely when needed.

With our CXBOX Broadcast solution, we cover omnichannel chat for users to encourage proactive engagement with customers. Users can create any type of campaign and send outbound messages or contents to target customers at the right time with CXBOX Broadcast Time Scheduling. 

Reference: Salesforce, Gartner

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