What Is Customer Engagement? The Ultimate Guide

Table of Content

  1. What is Customer Engagement?
  2. A Real-Life Customer Engagement Example
  3. Why is Customer Engagement So Important?
  4. What Exactly Are Customers Looking for With Engagement?
  5. How to Develop Customer Engagement Strategies Based on Customer Expectations
  6. Customer Engagement FAQs
  7. Exceeding Your Customers’ Expectations

What is Customer Engagement?

  • Landing on your website
  • Reading your blog posts
  • Checking out your product demo
  • Looking at your pricing information
  • Subscribing to your newsletter
  • Following your brand on social media
  • Speaking with your sales reps
  • Turning to your customer service reps for assistance

A Real-Life Customer Engagement Example

Why is Customer Engagement So Important?

  • CRM (23.9%)
  • Human capital management (13.9%)
  • ERP services and operations management (7.9%)
  • Collaboration (7%)
  • Procurement (4.6%)
  • “Up to two-thirds of a brand’s profits might rely on effective customer engagement.”
  • “64% of customers expect tailored engagements that are based on past interactions.”
  • “86% of buyers are willing to pay more for a great customer experience.”

What Exactly Are Customers Looking for With Engagement?

  1. Customers want a brand to figure out what they want before they ask. Creating proactive, personalized engagements and preventing potential issues from arising. When you are already prepared with the information regarding the needs of the customer, you also prepare how to talk and appeal to the customer, which attracts them.
  2. Customers want to engage with a brand that uses their preferred channel at a time convenient for them. “In fact, Omni-channel customer engagement is preferred by almost 78% of customers.”
  3. Customers want their engagements to be smooth and easy, where giving information is effortless. For example, if they have a conversation with a marketing rep, they expect the sales rep to have a record of what they talked about.
  • 64% of customers want personalized engagements based on prior interactions they had with a brand.
  • 67% are keen to use self-service and actually prefer to do so rather than talking with a company rep.
  • The willingness to engage further with a company drops for 52% of customers once they have a poor mobile experience.

How to Develop Customer Engagement Strategies Based on Customer Expectations

1. Personalize the Customer Experience

2. Create an Omni-Channel Customer Experience

3. Perfect Customer Handoffs

  • Industry
  • Company size
  • Location
  • Products they’re currently considering or using
  • Preferences
  • Prior engagements

4. Have Self-Service Options

5. Create a Killer Mobile Experience

Customer Engagement FAQs

1. What is customer engagement?

2. What are some examples of customer engagement?

  • Landing on your website.
  • Reading your blog posts.
  • Checking out your product demo.
  • Looking at your pricing information.
  • Subscribing to your newsletter.
  • Speaking with sales reps and customer service reps.
  • Following your brand on social media.

3. Why is customer engagement important?

  • Create a better overall customer experience.
  • Increase profits.
  • Result in higher customer retention and less churn.

4. What are some key customer engagement strategies?

  • Personalize the customer experience.
  • Create an omni-channel experience.
  • Create smoother customer handoffs.
  • Offer self-service solutions.
  • Ensure your website and SaaS product are fully optimized for mobile.

Exceeding Your Customers’ Expectations

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