Let’s Get Engaged!
Let’s get engaged! It sounds like I’m proposing to you, doesn’t it? No need to get cold feet, it’s not that kind of proposal. The proposal that I’m making IS about getting engaged, though. With your customers, across multiple channels.
Your customers should adopt more than just your product. For example, your support portal, user communities, best practice blogs, etc. The benefit? A user who adopts all of your engagement channels is a more loyal customer.
Having multiple engagement channels is critical to your customer’s success, because no customer will engage you in exactly the same way. They want choices.
Also, none of these channels can exist on their own, because each enables the customer to accomplish something different.
Developing a Cross-Channel Adoption Strategy
Ensuring that your customers (and end users) are adopting all of your channels requires a holistic adoption strategy.
The first step is to take inventory of the various channels your customers can use to engage with you.
To lay out all of the channels that your company provides, audit the following:
- Web pages & landing pages
- Support portals
- Community
- Voice of the Customer program(s)
- Product access points (mobile, web, etc.)
- Email campaigns
- Customer touch points
You might even want to compare your engagement channels to your customer journey to ensure that you have them listed completely.
If you’re interested in creating a map, I use a very cool freemium tool, called XMind.
In future blog posts, I’ll discuss ways to drive adoption of your engagement channels and ways to use these these channels to get out of fire fighting mode.
Stay Tuned!
