Customer Engagement is not a lonely pop up discipline of last months. It will be a key discipline – if not even part of leading company strategies in the (near) future. And here is why.
Many companies have a customer friendly direction. A lot of companies think they are truly customer oriented. But most of the companies still fail. Reason is quite simple and complex. To be a customer oriented or customer driven company you need to listen to your customers. And that – by far – is not enough. It is all about answering questions that companies (or its representatives) haven’t even thought about asking. Being one step ahead is a needed concept and expertise a service company needs to have.