Blum presents customer engagement at Best Practice Day

Blum hosted a Best Practice Day for corporate members on customer engagement last month.

The biannual event is hosted by a corporate member with each one focusing on a particular area that the hosting company excels in.

The event took place on 26 November at Blum’s head office in Milton Keynes and was hosted by Amanda Hughes, Blum customer experience centre manager, and Peter Holland, principal of Linear Consulting and organiser of the Best Practice Days.

The theme of the day was ‘Creating Customer Engagement that Delivers Loyalty & Revenue Growth.’

Amanda kicked the day off by describing the journey Blum has been on since identifying a need to engage more profoundly with every aspect of its customer network.

She told the group how creating the Blum Experience Centre had added real value to distributors, retailers, installers and customers, enhancing the company’s loyalty and helping drive revenue growth.

Next Peter facilitated an interactive session that captured individual objectives for the day, together with common challenges faced by the group in developing customer engagement.

Peter and Amanda then led a session on ‘How to create a customer engagement programme’, which highlighted some key challenges and pitfalls to avoid, together with insights on how to attract, develop and retain ‘lifetime’ clients.

Peter said: “Feedback from the group was very positive and they all enjoyed the opportunity to network and share ideas with like-minded peers together with receiving some fresh ideas and innovative content to develop their own customer engagement programs. At the conclusion of the day, we were all better informed and enthusiastic to make some positive improvements to our own engagement plans in 2019.”