Customer Engagement

Always leave them with a smile…

Ensure your brand remains the only “go-to” in consumer decision making!

Your business relies on the loyalty, satisfaction and ongoing successful interaction of all your clientele. In a world full of ever increasing options, the way you engage with customers can offer you a competitive edge.

Our Customer Engagement strategy aims to determine the level of customer engagement, and considers and reports on your customers’ service level experiences.

This approach enables you to foster true customer engagement and excellent customer relationship levels, providing your business the platform to secure new and repeat business opportunities.

01

PLANNING

Once the proposal has been approved, we kick off with a workshop, to gain an understanding of your business requirements. The customer experience touchpoints, operational standards are determined and the parameters of the study established.

02

DEVELOPMENT

The REACT team will design a questionnaire which will cover all aspects which require evaluation. The questionnaire will be signed off by . The questionnaire will be scripted on our data collection and reporting system.

03

LAUNCH

After approval on our system, the project goes live. Data collection will either be done telephonically or via online self-completion from a database of customers provided by you.

04

QUALITY CONTROL

Internal check and balances have been set in place to ensure the highest standard of work.

05

LET’S WORK TOGETHER

REACT encourages close client contact throughout the duration of the study.

Once the study has been completed, REACT will provide a detail report, which details the drivers and distractors of the results with you at a post project meeting. During this meeting, we….

  • Identify which efforts have the greatest impact on customer engagement and purchasing decisions
  • Determine the areas is doing well and which functional areas can be improved
  • Prioritize areas of strategic and tactical opportunity

The initial wave of the study sets the benchmark on which to compare future waves. Further waves will highlight which customer experience touchpoints are increasing, decreasing or being maintained