How a gym wipe company achieves amazing customer engagement
Customer engagement can be defined as an organisation having an interaction with a customer online or offline. The interaction can be either good or bad, and often for a business owner or manager, the focus is mainly on training staff in a personal interaction.
Yet customers don’t see it from this perspective. Customers look at every interaction with an organisation and view the engagement holistically. The in person phone call or in store visit may be great, but if the email or order process isn’t acceptable, the entire engagement is viewed negatively.
For many organisations, increasing customer engagement, especially in a low touch high process environment can be a challenge. By focussing on more automation to continually improve productivity of the workforce, many times the human engagement with the customer suffers.
For Zogics, a Massachusetts company that specialises in gym wipes, they understand customer engagement and have built it into their processes. One example is when a customer places an online order for a box of wipes, they get a standard email confirmation. Next day a team member sends a personalised email containing a short video thanking them for the order, holding up a clipboard thanking the customer for their order.
Do you think recipients click the link and watch the whole thank-you video after seeing their name on the preview image? You bet they do. In fact, the watch rates on this video are almost 20 times the industry average.
Watch an example of the Zogics customer engagement video below and consider how you can improve the human interaction and customer engagement in your business.
[creativ_media type=”vimeo” url=”https://vimeo.com/100909186″]