Customer engagement has always been the Holy Grail of any business. If you can capture a customer’s attention and provoke their curiosity, they’ll naturally want to find out more about your brand’s products or services. In the past, it was the job of shop windows, print, TV, and radio advertising to engage the customer. However, those days are now gone, and the digital revolution has changed everything. Digitalization and the internet have boosted customer engagement in ways hitherto thought unimaginable. Julia Brickman, former teacher, digital entrepreneur, and CEO of EdTech start-up Skipper, and Vivian Sanchez, former civil engineer, and Founder of the Lighting Studio, operate in two distinctively different fields, but one thing they share in common is their use of digitalization to boost customer engagement. Don’t just take our word for it; allow Julia Brickman and Vivian Sanchez to explain to you three ways why digitalization works and works well.
“Digitalization allows you to personalize customer service, sales, and build an intimate relationship with your customer,” explained Julian Brickman. “Real-time analytics allows us to give the customer what they want before they even know they want it. Moreover, digitalization allows us to tailor our services as per the unique requirements of each customer. That sort of engagement is simply priceless.”
Vivian Sanchez added, “The second point I’d like to include, which builds upon what Julia has already mentioned, is how digitalization allows you to supply, for the first time in history, a 24x7 around-the-clock service. We are now able to address the customer’s needs and wants with a simple email or online chat, no matter where in the world they are. When you think about it, that’s pretty mind-blowing stuff.”
Thirdly, both Julia Brickman and Vivian Sanchez agree on how digitalization has boosted customer engagement by making the client feel a lot more in control and valued than in the past. Brickman explained, “The modern customer can now view the items or services they require or ask any question they’d like at the click of a button. Digitalization puts them in the driving seat, and that’s a much-needed change.” Sanchez concurred and added, “It is no longer necessary to give clients the hard sell; you just need to provide a dynamic and unique service and give them a hassle-free and enjoyable experience. Digitalization has made that possible, and I urge every business out there to take maximum advantage of its unlimited potential.”
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