Customer Engagement 101

Thursday, January 18, 2018


According to Accenture, over 68% of people have taken their business elsewhere as a result of poor customer service. For your business, losing customers impacts your technician’s schedule and your company’s bottom line. So what can you do to ensure you keep your customers loyal? Boost your customer engagement.

While customer engagement may sound like a complicated concept, all it really means is providing your customers with a wonderful end-to-end experience from multiple touch points to personalized content to quality service and follow up. Engaging with your customers doesn’t have to be an exhaustive process. Here are a few tips to get you started.

Personalize your communication – we’ve mentioned how important personalized communication is for good customer experiences, but it bears repeating. Per Infosys, 58% of customers admit that personalization influences their buying decisions. So how do you do this? Keep your customer lists up to date. Not only will accurate data help you get an idea of customer insight, but it will allow you to reach the right customers when you’re ready to advertise your tune-up specials or total unit replacements.

Integrate your messaging – nowadays, customers are used to hearing from businesses from multiple platforms. According to SailThru, 72% of consumers say they prefer to connect with businesses in a multi-channel manner. What does this mean? When you send out your maintenance reminders, include a link to your website. Send email touch points about furnace repairs and include links to your Facebook and Twitter.

Message frequency – it’s not enough to send an email or direct mail piece to your customers just once. In order for your message to stay with them, you’ll need to reach them through multiple messages. Don’t shy away from this – according to a MarketingSherpa survey, 86% of people surveyed said they would like to receive messages from businesses they like at least once a month, and just over 30% said they’d like messages weekly. The best way to determine how often your customers like to be contacted is to see how often they open their mail, click through your emails, and like your messages on social.

Make 2018 the year of customer engagement. Reach out to your customers often with personalized messages on multiple platforms. For more tips on how you can integrate your marketing or how to personalize your messaging, contact BlueWing HVAC today.


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