Healthy profits are critical to any organization's survival and must be factored into key business decisions, including the decision to hold the customers with the firm. Though these benefits extend beyond the financial realm, organizations should focus more on customers because it makes good business sense. Therefore, to achieve operational excellence, a firm must integrate its sales and service functions across multiple channels that provide personalized services to its customers. From face-to-face contact to self-service websites, they must capitalize on every communication opportunity. Improving customer satisfaction is not enough, to stay competitive; firms must also focus on achieving customer delight. The value of relationships with customers is double the worth of measured brand value. Every single transaction with every customer is a big contributor to successful business. And, nowadays, organizations have started looking for various strategies that can satisfy, delight or excite customers. The most common strategy used is that of engaging its customers with a company or a brand. Vrious ways are adopted to engage customers both online and offline. It can be through extensive brand and product knowledge, discussion forums, personalized services like e-mails, sms etc. Online engagement tactics may bring a revolutionary change in the customer's mindset. Hence, the organization can shift its entire focus on Customers and must provide with an exceptional customer experience. Some of the strategies that can be implemented in this regard are: e-mail marketing and in-product messaging. E-mail Marketing is the commonly used approach by most of the firms these days. The purpose of sending e-mails can be numerous: feedback, upgrades, monthly newsletter, tradeshows, etc. But the question is what would be the response of the customers to these generalized mails. Will they take them on a serious not? The answer is a big ‘NO'. The customers would be appreciating these mails only and only if they are related to the specific interest of the customer. Personalized services steal a customer's heart at least to a certain extent. As far as the second approach is concerned, it is in-product messaging which is on a rise currently. It removes the hurdle of poor conversion rates as in the case of e-mail marketing, also, it focuses directly on customer. The aim of this chapter is to highlight the strategies of customer engagement in creating value satisfaction and thereby building customer loyalty leading to excellence in business, which is one of the key factors for excellence, with a special reference to online shopping. This chapter will provide theoretical framework to understand the relationship between excellence, customer Engagement and loyalty. This chapter is structured as follows. To start with, this chapter focuses on excellence of the business which benefits both the internal as well as the external customer, followed by the outcomes of previous investigations on conceptual framework of engagement.
User Profiling Based on Nonlinguistic Audio Data
