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Recently, a colleague and I had a conversation around our favorite topic, something that our product, Freshchat, embodies—customer engagement. We spoke about how much our engagement strategies have evolved in recent times, especially once we started incorporating listening as a primary step in our marketing and engagement strategy.

Did you know that 2 out of 5 customer engagement strategies in the market are set to fail because they don’t factor in listening as part of the marketing process? A serious thought to consume! That lead to a series of back and forth dialoguing on the importance of listening.

Are we, as an industry, focusing too much on our conversations and response time that we’re actually failing to listen to our customers?

Read on to see how brands like Netflix are adapting by listening better!

  • YG

    Yaagneshwaran Ganesh

    9 months ago #

    Great post! Intent really is everywhere. People are signalling their intent every time they turn to digital for assistance. The challenge is to know your customers—really know them—so you can predict that intent. Data is the key here. It’s impossible to segment audiences and find the right customers effectively without it.

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