With 75% of U.S. consumers testing new shopping waters to adjust to the changing priorities, most businesses are looking for creative customer engagement ideas. They aim to retain their old customers and acquire new ones from all channels.
According to Forrester, 56% of marketing leaders believe that improving customer experience will become essential in supporting their business strategies in the coming years. Regardless of the costs, more businesses today focus on customer experience to build trust and loyalty.
This article covers a few customer engagement examples to show how savvy marketers acquire new customers, retain old ones, and ultimately increase their revenues.
What is Customer Engagement?
Customer engagement is the process of building and nurturing a quality relationship between your business and your customers. It includes every piece of communication with the customer throughout the customer lifecycle. The main objectives of customer engagement include:
- Getting to know the needs of your customers
- Providing value to your customers through your products
- Strengthening the customer-business relationship
- Creating a loyal customer base
Most businesses embark on a customer engagement journey by reaching out directly to their customers. Others soften the grounds with rewards and incentives, which always work because 61% of customers will likely engage with your business if you offer surprise gifts or rewards for loyalty.
Customers tend to feel overwhelmed if businesses bombard them with offers and information they don’t need. Instead, your marketing team should provide customized offers and content that targets the customer’s needs.
Now that we’ve answered what is customer engagement, let’s discuss why it is essential for your business.
Case Study: Welcome Postcard Campaign Boosts Customer Engagement
Why is Customer Engagement Important?
Customer engagement is all about connecting with the customer personally or emotionally. Experts call this brand intimacy. Brand intimacy involves establishing a deep emotional connection between the business and the customer, affecting buying decisions.
Here are a few benefits of a client engagement strategy:
A client engagement strategy helps you better meet the existing customers’ needs and keep the leads. Attracting new customers is more expensive than retaining old ones. There is a good chance that more than half your business will come from existing customers. This shows just how vital the existing customers are for your business.
Customers like it when a business follows up on their satisfaction after purchase. This makes them feel valued and appreciated. Hence, they’ll be less likely to switch to another brand.
One way to reach out to your customers is to include social media in your client engagement strategy. Social media provides an excellent platform to provide customer support. You can also use tailored direct mail to nurture customers offline. It’s an alternative channel that creates a more personal bond than online experiences.
The more customers love your brand, the more they spend. Continuous customer engagement boosts loyalty and keeps your leads active, encouraging repeat purchases. It increases the number of sales as well as the average check.
Read 2022 Trends to Increase Customer Reach
Customer Engagement Examples and Best Practices
This section shows how other companies reach their customers. Here are some client engagement examples:
1. Adopt an Omnichannel Engagement Strategy
Since customers exist on multiple platforms, businesses adopt an omnichannel engagement strategy to capture their attention everywhere. Omnichannel marketing includes social media, physical outlets, email, direct mail, digital, and other channels to reach customers and interact with them.
Remember, each platform has its audience. Study what each audience loves and use that to reach it more effectively. Social media users will likely appreciate visual content the most, while your website visitors will prefer valuable written content.