In today’s world with so much technology stimulus, sales and marketing tools, I thought it is important to talk about some simple yet critical aspects of effective customer engagement.
The 3 Es – Empathy, Enablement and Energy!
Empathy
One of the keys to connecting with a customer is to understand their pain points and then initiate a meaningful discussion with them. Here comes the empathy part – by demonstrating to the customer that you know and understand their pain points and business problems, you connect with them at a fundamental level and this opens up the lines of communication. This is the first step towards starting to build trust with a potential customer. Take the time to build this initial trust before rushing into a sales mode.
Enablement
Next comes enablement. Now that you have demonstrated to them that you understand their problems, next step is to demonstrate how you or your company’s product and services will act as an enabler for them to achieve their business goals. Enablement is not just offering a solution. The customer or the stakeholder you are engaging with needs to be able to see you as an Enabler – one that will act in their best interests and remove roadblocks throughout the engagement.
Energy
And lastly, it is your body language and the energy level you demonstrate. A customer has got to be able to believe in what you are saying. So demonstrating positive energy and passion for what you do is critical. Here is an example – let’s say you are in a restaurant and ask your waiter for their opinion on a certain item or what to order. The waiter may provide you a very dry, unenergetic response. As a customer, how do you feel about ordering an item after that? Now what if the waiter is energetic - tells you about what flavors it has, what chef’s special magic or sauce goes into it, that they tried it and it is one of their favorites. Chances are high that you will go for it and feel excited about it as well. Same analogy works for any interaction in business. If your potential customer can sense positive energy and your belief in what you are proposing, it also shows that you will stand behind it and ensure successful delivery and lifecycle management.
To summarize, engage with your potential customer to build the trust. Business interactions can have information overload with power points, demos, brochures, websites and many complex sales tools. They all have value in their own regard but it is critical to keep some basic human interaction themes in mind. There is a lot of power in simple aspects of engagement in this seemingly complex world.
I would love to hear your comments and feedback.
FAQs
It often boils down to three simple yet powerful E's: Engagement, Ease, and Emotion. So, why do these matter? Because they are the heartbeat of customer interactions.
What are the 3 ES that impact customer experience? ›
An effective customer service strategy needs to keep these three criteria at its core: Ease. Efficiency. Emotion.
What are the 3 C's of customer engagement? ›
Yet a few fundamentals hold true – at the heart of the customer journey is human, one-to-one interaction which businesses need to provide at scale. The way businesses do this will vary, but ultimately comes down to instilling confidence, building connection and enabling convenience – the three Cs.
What are the 3vs of customer engagement? ›
Video, Visual and Virtual reality. Our first V is Video content. With video content set to grow dramatically this year, we believe all our clients will need a comprehensive video strategy.
What are the three pillars of customer engagement? ›
The three pillars of great customer experience are: customer service, brand loyalty, and employee experience. Customer service is the first pillar of great customer experience. It encompasses everything that happens before a customer purchases a product or service from your company.
What are the 3 es of excellence? ›
Integrating The Three E's Into Our Work
In order to promote quality, organizations must become more intentional about providing education, experience, and exposure. People learn through their experiences, even when these experiences do not go as planned.
What are the 3 R's of customer experience? ›
Here we explore the “Three Rs”: Rewards, Relevance, and Recognition, a mnemonic coined by marketing executive Paulo Claussen, that can help brands understand key elements of strong and effective loyalty programs.
What are the 3 P's of engagement? ›
You'll hear me often talk about engagement through my three Ps: People, Process, and Performance. Here is what those pillars mean to me: People: We must always prioritize the people we serve in our efforts to promote their economic and social well-being.
What are the 3 levels of engagement? ›
The three levels of employee engagement are: actively engaged, not engaged, and actively disengaged.
What are the 4 P's of customer engagement? ›
These standard four “P”s are regarded as the key components of a well-established customer engagement strategy: personalization, proactivity, promptness and people.
That's the power of employee engagement, and it all starts with these 3 critical "C's": culture, coaching, and connection.
What are the three characteristics of customer engagement? ›
Customer engagement that deploys strong, proactive customer service and actively monitors customer feedback deepens a company's insight into customer behavior, needs and preferences. This insight can lead to new products and services that better meet customers' needs.
What are the three 3 Ds of excellent customer experience? ›
The three “D's” of the customer experience are easy to recall. They are design, delivery, and capability development. Each of these three “D's” builds upon and reinforces the other.
What is the 3 S's in customer relationship management? ›
By keeping all three sides of the triangle (strategy, staffing and system) in mind, you will be well placed to come out on top of your competition in terms of customer service.
What are the three pillars of engagement? ›
Once they are fully connected, they are now able to use their full array of talents and resources to take ownership and make significant positive contributions specific to the organizational needs and opportunities. Empowerment, Enablement and Connection serve as the three core pillars of The Engagement Framework.
What are the 4 P's of engagement? ›
Partnerships, perspective, presence and persistence – the Four P's – can provide simple and useful guidelines, and introduce key concepts and action steps for engagement.
What are the 3 ES that impact customer experience on Lenovo? ›
This expert consistently gets high scores for quality from fellow experts. Lenovo's " 3 E s " structure, which is based on the fundamental ideas of empathy, experience, and engagemen...
What are the 3 main aspects of customer service? ›
Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude.
What are the 4 es of customer experience? ›
The 4Es consist of adding Educational, Esthetic, Escapist, and Entertainment experiences to the business. The four experiences vary based on the customer's active or passive participation and on absorption or immersion in the experience.
