Best Customer Engagement Strategy and How to Measure it

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Aug 14, 2021 • 5 min read

Strategi Customer Engagement yang Tepat dan Cara Mengukurnya

How can businesses maintain strong relationships with customers? These days, customer engagement is a concept many businesses prioritize. According to Gallup, businesses that successfully engage with customers experience 63% less customer churn. Moreover, engaged customers also contribute to 23% higher revenue than regular customers.

The right customer engagement strategy will be impactful for businesses because it enhances customer experience and retention. Unfortunately, many businesses are still unsure in finding the right customer engagement strategy. What is the best customer engagement strategy and how can you measure it? Let’s find out!

Businesses that successfully engage with customers experience 63% less customer churn. Moreover, engaged customers also contribute to 23% higher revenue than regular customers.

Customer engagement strategy

A customer engagement strategy is a set of plans businesses set up to capture the attention of customers and ensure to give the best experience during their interaction. Customer engagement helps businesses to build strong relationships with customers in every stage of their journey in both online and offline channels.

There are many ways to do customer engagement. Here are some of the best strategies:

  1. Know your customer’s journey

    The first strategy to build customer engagement is knowing where your customer is in their journey. A customer’s journey can be divided into few parts:

    -Awareness: a potential customer has just discovered your business through ads or other media.
    -Research: the potential customer is interested and starts finding out more about your business through its website, blog, or social media accounts.
    -Consideration: the potential customer starts considering a purchase while comparing you to your competitors.
    -Purchase: the potential customer is converted to a customer when he/she makes a purchase.
    -Loyalty: the customer has made repeat purchases and becomes loyal to your business.

    Each of these steps requires different approaches. For example, if a customer is still in the consideration stage, your engagement will focus more on explaining your product benefits, communicating with them about their pain points and so on. Once they have become loyal customers, you can engage them through other strategies like rewards or asking for their feedback.
  2. Do omni channel approach

    In this digital era, it’s important that your customer engagement strategy is omni channel. It’s not enough to just interact with customers whenever they visit your offline store. They should gain the same, consistent experience across every channel such as your online store, website, mobile app, and social media. You can send reminders through email or mobile apps about your recent offers and products. That way, customers will stay connected from any time at any place.
  3. Use social media

    Social media is a powerful customer engagement tool, especially in an era where most customers are social media savvy. Social media helps to build your business image. Businesses that interact often with their customers will be more memorable than those who are barely active. Use this platform as a site for discussion, sharing insights, and communicating with customers.
  4. Gather customer feedback

    Customer engagement is a two-way street. If you keep giving offers to customers without ever caring about what they have to say, you won’t be able to tell how they feel about you. Thus, gathering customer feedback is an important customer engagement strategy. It can help you understand customers’ needs better and adjust your strategy accordingly.

It’s not enough to just interact with customers whenever they visit your offline store. They should gain the same, consistent experience across every channel such as your online store, website, mobile app, and social media.

Types of tools for customer engagement

To properly carry out and measure the effectiveness of your customer engagement strategy, certain tools are required. Here are some customer engagement tools or customer engagement software to help your business.

  1. Mobile app

    Mobile apps are an all-in-one solution to stay engaged with customers. With mobile apps, you can mix and match multiple engagement features at once such as point earning, loyalty membership, referral, and push notifications so customers can be notified about you in real time. Mobile apps are better than online websites for engagement because they basically ‘live’ in customers’ mobile phones and engagement can happen right at their fingertips.
  2. Live chat

    To interact with customers who visit your website or online store, you can use live chat as your customer engagement tool. Live chat is a great help especially for potential customers or new ones that still have many questions and doubts about your business. Aside from assigning your customer service team, you can also use chatbot for after-hours to keep communication running.
  3. Customer churn tool

    Customer churn tool is a customer engagement software that you can use to measure churn. You can observe certain times in a year when customers tend to leave the most and identify the causes. That way, you can arrange a better strategy to engage them and prevent them from leaving.
  4. Listening tool

    Not every customer will write their review or give honest feedback. Listening tools are helpful customer engagement software to find out what your business is like for the public. Listening tools let you know whenever your business is being mentioned in social media contents or other platforms. You can engage better with customers since you already listen to their opinions and needs.
  5. Analytical dashboard

    Here’s one tool you cannot forget for your customer engagement strategy: a dashboard for data analytics! This customer engagement tool helps you measure which strategy is the most effective in reaching your goals. You can study the data from surveys, purchase patterns, visit frequencies across all your channels, and many more.

Key Takeaways

Customer engagement is one of the keys to retain customers. Businesses that successfully engage with customers experience 63% less customer churn and their engaged customers also contribute to 23% higher revenue. With the proper customer engagement strategies chosen by knowing where they are in their journey, they will be more loyal to your business. Moreover, tools like mobile apps, listening tools, and analytical dashboards can greatly power up your engagement efforts.

Start setting up the best strategy to stay engaged with customers with the right tools! If you’re still not sure how, don’t hesitate to reach out and we’ll be happy to help!

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Nida Amalia

SEO and Content Marketing Specialist who loves art, music, and movie.

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