View all our courses and get certified on [ Ссылка ]

Customer Engagement refers to a process under which an organization interacts and connects with customers and subsequently develops a relationship with them.

Customer Engagement creates an emotional connection between the organization and the customer and results in customer loyalty.

Importance of Customer Engagement

1. Customer engagement increases brand experience
2. Keeps the brand at the top in the customer’s mind
3. Improves customer experience
4. Results in trust and customer loyalty
5. Offers valuable insight and customer feedback
6. Increases sales volume
7. Increases profits to a great extent
8. It is less expensive to retain customers
9. Customer engagement leads to free mouth publicity

How to Engage Customers?

Introducing points system

Organizations often introduce a points system for every purchase so that the customers visit their stores repeatedly and are rewarded for the repeat purchases and customer loyalty.

Connecting on social media

Customers are encouraged to follow the brand on social media and share the page with their friends and family.

Customers engaging with other customers

The shared brand content encourages the customers to connect and engage with each other

Sharing the brand with referrals

Customers share their brand with referrals and increase brand awareness

Example –

1. Sephora beauty talk
2. Uber referral program

User-generated content

Customers are encouraged to create their content with the product

Example – GoPro Million Dollar Challenge

Community development

Customer engagement is possible by creating communities

Example – Harley Owners Group

Customer self-service

Blogs, FAQs, and wikis can be used to answer basic questions

Example – Official Apple Support Community

Product co-development

Ensuring user connect with the product development team through blogs

Example – LEGO ideas

Highlight brand reviews

Saving and storing positive reviews

Feedback segments

Giving the customer a chance to express themselves in the feedback segment

Customer Engagement Metrics

1. Guest check-out rates
2. Purchase Frequency
3. Average Order Value
4. Repeat Purchase Rate
5. Duration of Visit
6. Frequency of Visit
7. Depth of Visit
8. Click-through Rate
9. Sales
10. Lifetime Value
11. Inquiries
12. Downloads
13. Customer Reviews
14. Comments

Customer Engagement Examples

1. Lego Ideas
2. Digital customer engagement pays off for Starbucks
3. Coco-Cola Campaign #ShareaCoke

This video is on Customer Engagement and it has the following sub-topics.

Time Stamps

0:00 Introduction to Customer Engagement
00:22 What is Customer Engagement?
00:52 Importance of Customer Engagement
01:20 How to Engage Customers?
03:41 Customer Engagement Metrics
01:44 Customer Engagement Examples
04:48 Example 1: Lego Ideas
05:07 Example 2: Digital customer engagement pays off for Starbucks
06:09 Example 3: Coco-Cola [Campaign #ShareaCoke]

свернуть