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The importance of customer engagement and how to achieve it

Posted by: Ruth McKinney

We are excited to be ranked within the top 25 Most Socially Engaged staffing agencies on LinkedIn for the third consecutive year! While winning awards always feels great, being recognised for the effort, time and energy that we exert to maintain an ongoing conversation with our candidates and clients is the real prize here. 

Why is customer engagement important to us?
Engagement with our audience helps us to create an emotional connection with our candidates and clients, that we can constantly nurture to maintain highly engaged customers. This approach helps us to build loyalty and offer a clear point of difference between WRS and our competitors. We don’t just talk at our candidates and clients, we give them the opportunity to talk to us, share their ideas and their problems and we listen to the feedback. Without this interaction with our users, we could not offer solutions that fit the individual needs of our customers?

Building our engagement strategy
Without an engagement strategy, we would undoubtedly be missing opportunities to interact with our audience and the chance to build a relationship with it. There is no one magic recipe to creating a great customer engagement strategy, however, a clear focus on who our target audience is, an understanding of its business, pressure points, time pressures, what it wants and expects from its suppliers, on what timeline and how it measures success, is a great way to get started. 

How does this help our business?
Following these simple principles allows us to offer an empathetic approach to working as a partnership, with clear goals and measurable objectives by which to sense check and gauge the success of each project. This helps us learn how we can do better next time and offer a constantly evolving and improving service. We capture and analyse data from each of our candidate and client engagement touch points, this allows us to understand what content and interaction is helping us to build relationships and importantly what is damaging them.

Using this insight
We use our insight to create a ‘personalised’ experience at each stage of our candidate or client interaction with our brand, which helps us to future proof our engagement strategy and encourages loyalty and investment from our users, allowing our business to reap the benefits of a fully engaged and loyal customer base.

WRS is a staffing solutions and global mobilisation company, we operate in the mining, maritime, energy, commodities and construction industries.

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