Customer Engagement Interview Learnings

OneSignal Podcast

The OneSignal podcast aims to educate listeners on product, industry, and best practices to build a great customer messaging practice. Episode 19 welcomes David Vallance, a journalist with Campfire Labs, who wrote OneSignal's Customer Engagement Journey book. David interviewed a half dozen customer engagement practitioners from a wide range of business types and regions of the world - from SaaS B2B (Joe), professional sports (National Rugby League), consumer media (Softonic & USAToday Sports) and eCommerce (MuteSix & InspireUplift) - in an effort to understand best practices and illuminate what great customer engagement looks like. David joins the podcast to discuss some of the stories that didn't make it into the book.

The customer engagement starting point for all businesses is list building, getting consumers to opt-in to receiving push notifications, email, among other channels. 1) Start getting opt-ins today, it's the first and most important step towards building a loyal customer base. 2) Be relevant with every message, don't overwhelm them as these are the foundation of your list. Specifically, with Push Notifications, consumers can and will opt-out if they receive a lot of irrelevant messages. 3) You should be using Push Notifications and email, deploy marketing best practices.

An interesting story that didn't make it into the eBook was with Joe's CTO & Co-founder Lenny Urbanowski, who walked through how push notifications (and In-App Messages) guide the consumer journey. From promoting an offer, ordering, confirming order and timeframe, and highlighting that the order is ready to be picked up. It enriches the customer experience and keeps them engaged throughout the process.

Please listen to the podcast to hear more of David's insights and download the Customer Engagement Journey book.

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