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Top 3 Strategies for Boosting Customer Engagement This Year

Customer engagement is a term you hear over and over again; but, for a good reason, it is one of the most important indicators that your business is interacting authentically and effectively with your target audience. When implemented appropriately, customer engagement improves the customer and brand experience, strengthens loyalty and trust, renders valuable customer feedback and insight, and improves sales funnel speed.

Successful customer engagement requires your company to provide ongoing communications with your customer that they then choose to engage with. For this reason, it is crucial that you are allowing your customers to select how they want to engage with you. This will not only make it easier for you to ascertain what type of interactions they find valuable, but it will also strengthen their investment in your brand.

After all, the more valuable and frequent a customer's engagement, the more invested they will be with your brand in the long term. From personalized email marketing software to a robust customer engagement platform, several software solutions help your company achieve outstanding customer engagement.

If you are looking for new ways to create these moments, read on for the three strategies you need to follow to boost customer engagement this year.

1. Implement a customer engagement platform.

The most important thing you can do to boost customer engagement is to implement a customer engagement platform. This software is specifically designed to help you engage with your customers at every stage of the customer journey and across all touchpoints. 

The best customer engagement platform allows you to be attentive to your customer's changing needs. It stores and monitors a database of your brand's content and tracks your customer's journey from the beginning. This type of software also measures the stages of the customer journey through dashboards and analytics. This data can then work in conjunction with your CRM software to boost your sales pipelines.

When considering potential customer engagement platforms, it is crucial that you look for specific features. These include easy account management, tools for personalizing communication with different client segments, real-time customer insights, support for your sales pipeline and CRM, and metrics for determining who are high-value customers.

Additionally, you also want to ensure that a particular platform offers integration with your other systems, as well as support for your specific use cases. All together, these features will ensure you have a client engagement platform that is making it easier to nurture, engage, and build a loyal client base. You will achieve that by having the necessary indicators and real-time data for every client journey stage.

2. Utilize personalized email marketing software.

All customers want individual attention; they don't want to feel like just another order number. It is bad practice to be sending one-size-fits-all-messaging; instead, you need to be communicating with customers in a relevant and personalized manner. What’s more, crafting tailor-made messaging and maintaining communication are integral to customer retention as they strengthen their experience and demonstrate that you care.

When you employ email personalization, you target your communications to a specific subscriber by applying the data and information you have gathered about them. For starters, this personalization should include information related to their name, location, and purchase history. You also want to look to include products and promotions that are related to their interests.

By utilizing a personalized email marketing software, you can reap the benefits of email personalization. Generally, businesses that implement this type of software find a significant improvement in their email open rates and conversion rates. This, in turn, drives revenue as a result of providing customers with more relevant, individualized communication.

Additionally, sending personalized emails helps you to stand out from other emails your consumer receives, builds trust, and deepens your relationship with a customer by transmitting the right messaging at the right time. Segmenting your email lists, leveraging dynamic content, and using automation to boost relevance and timeliness are all additional steps that you should take to personalize your email campaigns.

By continuing to follow up with your consumers, you are exhibiting care about their experience with your products, services and brand. From welcome emails to catered content and “act now” emails, various personalized follow-up emails generate more sales.

3. Create a loyalty program.

Offering a loyalty program is one of the best ways to keep customers returning to you and reduce the likelihood that they will opt to switch to a competitor. The last thing that customers want is to feel like they have missed out on something. Therefore, when you add value to each engagement through a loyalty program, you are making it less likely that a customer will choose a competitor as this would mean they lose out on additional value from you.

Generally, customers who are a part of a loyalty program make more frequent purchases, while also having a significantly higher average order value. For this reason, creating a loyalty program is beneficial not only for customer engagement but also for your long-term growth strategy.

For example, you can award points when a customer makes a purchase, making it more likely that they will choose you when making another order in the future. Over time, these points can add up to a discount or other benefits. This is a fantastic way to demonstrate to customers that you appreciate their support of your brand.

Additionally, you can set up a referral program that encourages customers to share your brand with their network. This type of program allows you to utilize your customers as part of your growth strategy while also empowering them to share your brand with their friends and family easily. This may mean giving a discount to both the referral customer and their friend.

Opt to implement a loyalty management software that boosts brand value, encourages frequent purchases, and deepens customer relationships.

Final Thoughts

To thrive as a brand in 2021, you must be pouring effort into the emotional connection you have with your customers. Customer engagement is how you track and manage this emotional connection. The more highly engaged customers you can have, the more you will sell and the more they will promote you. Therefore, you need to have customer engagement as a main priority in both your customer engagement and growth strategy.

Are you looking to boost your customer engagement this year? Which of these strategies are you considering implementing? Do you have any additional ideas? What are the biggest challenges you are experiencing when it comes to customer engagement?


Salam Saadeh is Co-Founder of UrbanBuz, a Customer Journey Management Platform that enables businesses to connect, unify, and unlock their customer data to optimize their customer engagement and marketing budget, while delivering personalized connected customer experiences at scale.

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