Customer engagement: Definition, benefits, and strategies to improve your retention

Based on this guide, it’s clear that customer engagement positively impacts your business and ensures a stronger customer base. Consider the following strategies for ways to incorporate customer engagement into your organization. Start setting your goals by thinking about why your business needs more customer engagement. It’s easy to assume that you need it because engagement is good, but what exactly does that mean for your specific organization?

You can assign roles quickly, anticipate needs, and create custom, timely responses that address common questions and concerns. With detailed insights into your account and sales activity, you can easily retarget potential customers and shorten the buying process. Furthermore, streamlined purchasing gives your team time to focus on innovation, growth, and other higher-level tasks.

What’s a Customer Engagement Platform?

According to our State of the Connected Customer report, 80% of customers say the experience a company provides is as important as its products and services. Standards of customer engagement are changing, and engagement is about creating seamless experiences that build trust. Seventy-nine percent of customers expect consistent interactions across departments, and 80% say customer experiences should be better considering all the data companies collect. Since the world has reached a population of over 3 billion internet users, it is conclusive that society’s interactive culture is significantly influenced by technology. Customer engagement can come in the form of a view, an impression, a reach, a click, a comment, or a share, among many others.

• To implement this strategy effectively, understand your target audience’s preferences, interests and online behaviors.
• A responsive brand is seen as attentive and caring, qualities that foster stronger customer relationships.
• This is a brilliant place to put your customer, sales, and product data to use and deliver more relevant recommendations that are based on the items that users with similar browsing behavior ended up purchasing.

Working on CX is about putting yourself in the customer’s shoes and considering how to provide the best possible experience across all touchpoints. CX describes everything that happens for a customer in relation to a brand, from seeing its billboard ads beside the highway to visiting the bathrooms of a flagship store. And it’s even better when that support can go with you wherever you work.

Unify your data and channels

Vikatan then suggested the responded users upgrade the app to continue consuming their content. And as a result of this survey, over 18% of users successfully reinstalled the Vikatan app on their mobile. The leading digital wealth manager, Scripbox, looked to drive better user engagement and retention without spamming its users with multiple notifications. The WebEngage platform has been crucial in revolutionizing our entire online user experience. The platform has helped us deliver a highly-personalized experience to our users consistently.

Relationship marketing is a strategy that can be used at any stage of your business. To implement this strategy effectively, you’ll need to incentivize Customer engagement. Tools like Rybbon can help you keep track of your outreach efforts and ensure that your customers are hitting the right engagement milestones throughout your campaign. Instead, you need to improve the customer experience to strengthen their loyalty to your brand through customer engagement. It needs to be clear that you value your relationship with your buyers and not just the money they spend.

In this scenario, the customer is a detractor of the brand, but unlike the social media example, they are not sharing their opinion with friends and family in their sphere of influence but doing it anonymously. Customer satisfaction and customer engagement might sound like two sides of the same coin, but the overlap between them shouldn’t be taken for granted. This allows different team members to collaborate and give support to customers directly from Helpwise. Ultimately, this will make it easier for your customer support team to find information and triage tickets effectively.

For instance, if a customer regularly orders from a specific restaurant, Uber Eats will send personalized messages addressing the customer by their first name and alerting them to deals at that restaurant. have true omnichannel support that includes phone calls, you’ll want to combine HappyFox with a cloud contact center solution like Dialpad. With Mixmax, you get a sales engagement platform that’s designed for Gmail and is all about getting more meetings set. Outreach’s strengths are its capabilities in sales automation, outreach sequence design, team performance reporting, and more. The ServiceNow platform is a ticketing tool that’s mainly used for IT service management.

Optimove uses advanced algorithms developed from the domains of cluster analysis and decision theory. Get specific examples of data-driven campaigns created by brands with Optimove. CSAT surveys are sent after a customer interacts or purchases with your business.

Even with the surge in popularity, consumer engagement remains an abstract idea for most. Customers are more likely to visit a website when new content is regularly posted. Good options for regularly posted content include blogs, white papers, case studies, video and other kinds of digital content. Responsive brands that exhibit engaging personalities can catch customers’ attention and result in valuable retweets and likes. Organizations that actively listen to their clients or customers scan the web for feedback, and monitor email, phone calls, regular mail and social media channels. Here are a few ideas for boosting engagement to inspire you for your future customer engagement strategies.

In fact, customer engagement plays a very important role in providing enriching customer experience because support is one area that customers are usually most sensitive about. Having a rewards and loyalty program in place can not only boost customer engagement, it can also bring in new customers and even increase your profits. HubSpot found that more than half of people will spend more in order to maximize their loyalty benefits. Customer experience is all customer interactions with your company at all customer journey stages.

And critically, it can help customers help themselves — a big plus for engagement and satisfaction. The key to all this is keeping track of what your customers are saying about you on the internet. Here’s where investing in an online reputation management software can be useful as it helps you stay on top of customer reviews, identify happy customers, proactively reach out to frustrated customers, and more. The bottom-line impact of improving customer engagement at every touchpoint is significant.

Let’s take a look at what other companies have done to improve their customer engagement efforts and drive retention. The more often your customer base uses your services, the happier they are with what you’re offering. Accordingly, you must be doing something right with your engagement efforts.

• For this reason, your welcome campaign is one of the most powerful marketing tactics you have at your disposal.
• The possibilities are endless when it comes to social media contests and giveaways, but no matter which route you choose, this type of activity can spark rapid customer engagement.
• And even if your product or service is technically the best option on the market within your industry, it may not be enough to guarantee customers—let alone return customers.
• This can help to increase brand awareness, reach a wider audience, and drive more sales.

Social media is built specifically around engagement, and the more people share, comment, and like your posts, the more visibility your brand will receive. Strong customer engagement is a conversation that provides valuable, continual feedback. When customers are happy, you can keep giving them more of what they love. You’ll also know right away when things are going off track, and you’ll be able to make corrections and improvements quickly. The result is a smoother and more satisfying experience for the customer, which makes them more likely to return in the future.

What is a customer engagement strategy?

Delivering cross-channel experiences gives customers the choice to decide where they engage with you. By offering them a choice, you’ll be able to discover the type of interaction and content they find valuable. This will ultimately lead them to develop a stronger emotional bond with your brand. To effectively execute a personalization strategy, there are various approaches you can take. The best path forward is to identify which matches your specific customer engagement goals and strategize ways to deliver in those particular use cases. Here are a few examples of personalization that tell customers you are putting their needs and preferences front and center.

This is possible when your business designs customer journeys from start to finish. Chatbots are those automated chat services that appear online to help guide customers through their experience with a company. They are based on artificial intelligence technology that can mimic human conversational patterns and create engagement experiences that feel quite real.

They can reduce support costs, act as a moat to protect against competitors, generate traffic through SEO, improve customer loyalty, and drive growth. Customer engagement marketing is an established marketing strategy that is concentrated around increased customer engagement. Delivering personalized support, perks, and messages through multiple channels all contribute to a successful marketing campaign. And customer experience (CX) is integral to building a business growth strategy that considers both customer engagement and satisfaction throughout the customer lifecycle.

This model is focused on highlighting the unique value proposition of a product or service to attract and retain customers. Running competitions on social media is a great way to boost engagement if ever you see your numbers dipping. If a customer has a product query or concerns about delivery, your team is on hand to handle it, before it becomes a problem. This level of quick and efficient customer care will raise you high about the competition. By adding this to your email marketing, you’re giving customers a reason to engage with your marketing for longer.

Read more about Customer engagement here.