Video Interview: R 'Ray' Wang on How You Build an Effective Customer Engagement Strategy

Constellation Research CEO and Principal Analyst R “Ray” Wang visited the Software Advice offices during the 2013 South by Southwest Interactive Festival to talk about some research he released called “Building Your Interaction Strategy with the 9 C’s of Engagement.”

In today’s world, we face constant demands for our attention — from social media to news alerts and loyalty programs. Wang asserts that companies must find ways to cut through this clutter if they want to compete in the future. To do this, they need to create a true engagement strategy based on authentic, natural and trustworthy interactions.

A lot of organizations think they know what this means: sending a coupon on a customer’s birthday, or liking a post about you on Facebook. But most don’t look at the big picture, or they just end up coming off as “creepy” in their engagements.

Instead, he suggests following the “9 C’s of Engagement” when building your interaction strategy. These fall into one of three categories:

• People Centric Values: Culture, Community, Credibility
• Delivery and Communication Styles: Channel, Content and Cadence
• Right Time Drivers: Context, Catalyst and Currencies

In this video, Wang describes how companies can use these three pillars to build an effective engagement strategy.