We can engage consumers through various communications channels, such as newsletters, online platforms, customer centres, hotlines, satisfaction surveys. You may set up a consumer focus group to proactively reach out to the consumers to know their needs.
While consumer engagement can be practical and emotional, you will need to do more than a general practice as a corporate.
In the age of social media, you and your consumers are more aware of every environmental and social news. Information accuracy is easy to be tested. Put effort into making sure your marketing materials are correct and do not bias.
In your country, there may be government regulations and industry guidelines to comply with and follow. Ensure your materials are accessible for all – the local people, ethnic minorities, the disabled, and disadvantaged groups.
Another subject of broad and current interest is personal data privacy. If your business service deals with the general public, you will necessitate being careful with personal data handling.
Data leakage can be a breach because of work ethic; it can be cybersecurity control and management. Internally, a corporate policy instructs how your staff should treat the consumers’ data.
It would be best to let your team realise mishandling data and unaware of cybersecurity can lead to a crime.
To minimise the chance of sensitive data leakage, to follow the Personal Data Privacy Ordinance, you should isolate sensitive data such as identity card numbers of consumers from the system.
Or you should not collect sensitive data if the data is not critical information to proceed with the transaction. Assign staff-in-charge to oversee the control and when incidents occur, contact the responsible authority.
In Hong Kong, the authority is the Hong Kong Police Force’s Cyber Security Centre.
On the front line, your customer service staff is a channel conveying your corporate service and products to the consumers.
John Tschohl, the service strategist, has proposed size core customer service elements in the customer service staff’s perspective.
They are: Feel good about yourself. Practice habits of courtesy, Providing caring communications both verbally and non-verbally. Perform. Listen to the customer. Learn about your products and services.
Last but not least, your products and services are of excellent importance component in your business. Supply affordable and reliable products and services with all the relevant compliance such as health and safety and environmental regulation: design products and services to help your consumers and the society.
By: ANewR Consulting Limited, a digital environmental consultant headquartered in Hong Kong since 2008. Our expertise has grown into the context of air and water qualities, noise, green building, waste management, and remediation. With extensive know-how in environmental planning and assessment, feasibility study and policy review, ecological design, monitoring, and audit (EM&A), ANewR has matured to be a leading management consultancy. Standing in the digital transformation reign, ANewR has participated in various environmental digital projects – interactive 3D visualisation, immersive automation virtual environment, Virtual reality, automation system, and monitoring platforms.
(Website: https://anewr.com, LinkedIn: ANewR Consulting Group, Twitter: ANewR – Everyday Newer, YouTube: https://www.youtube.com/channel/UCnpvmxnR9hbNxytSfBdfV8Q/videos)