To boost customer engagement, your business must create meaningful interactions that build trust and emotional connection with your brand. To do so, you must understand your customer’s needs and deliver personalised experiences across all touchpoints. These efforts increase lifetime value and transform customers into brand evangelists.
Do you know what keeps businesses stable during challenging times? Is it strong profit margins? Are you thinking of cheaper staff?
No, it’s customer loyalty! This loyalty helps your business stay stable during tough periods. That’s because loyal customers become brand supporters. They are more likely to continue purchasing from you when others stop.
Now, the next question is, how can you develop such strong loyalty? You can easily do so by boosting customer engagement.
Customer engagement means interacting with your customers in a way that builds trust and strong relationships. It’s not just about selling products! It is about noticing how customers feel when they connect with your business.
A recent study found that about 80% of customers care as much about their experience with a company as they do about the product itself. This means customers notice how your business:
- Treats them
- Responds to their needs
- Communicates
So, do you want to increase your brand image and retain customers longer? In this article, let’s learn what customer engagement is and how to drive customer engagement through seven proven strategies.
What is Customer Engagement?
Customer engagement means building strong relationships with your customers at every step of their journey. It starts when someone first hears about your product and continues even after they buy from you. To boost customer engagement, you must understand:
- What do customers want?
- What problems do they face?
- What can they expect from your business?
The purpose is not only to bring in new customers but also to keep current customers connected to your brand. A study found that truly engaged customers bring 23% more value to your business than regular customers. This includes:
- Buying more products (higher share of wallet)
- Generating more revenue
- Improving profit margins
- Strengthening long-term relationships
How to Drive Customer Engagement?
Real customer engagement focuses on building lasting connections and not just one-time sales! Most loyal customers stay longer and trust your brand. They keep buying even when the market is uncertain. A study found that current customers spend about 67% more on average than new customers.
So, how can you boost customer engagement? Below are seven proven strategies to drive customer engagement:
1. Share Your Businesses’s Purpose
Tell customers about your:
- Vision (what your business wants to achieve)
- Mission (what your business does)
When people see a clear purpose behind your work, they are more likely to connect with your business. It also shows that you are open and consistent in your values.
For Example:
- Google’s vision is to give easy access to all the world’s information.
- Its mission is to organise that information so people can use it.
- This shows people what Google stands for and why it exists.
For your business, write short and clear vision and mission statements. Next, publish them on your website and try to share them with your customers while selling. This builds trust and boosts customer engagement.
2. Make It Personal For Each Customer
Personalisation means showing products or content based on each customer’s needs or likes. This allows them to find the right product quickly. Also, they start to feel that your business understands them.
A recent study found that about 8 out of 10 shoppers prefer to buy from businesses that offer personalised products or services. Below are some ways your company can boost customer engagement and show that it understands what a customer wants:
| Personalisation Techniques | How to Practice? |
| Follow Up After a Purchase |
|
| Use Customer Names |
|
| Recommend Based on Past Purchases |
|
| Offer Birthday or Anniversary Discounts |
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| Save Customer Preferences |
|
3. Connect Through Social Media
Try using social media to connect with your audience. Nowadays, many customers expect to see and interact with brands on platforms like Instagram, Facebook, or X (Twitter).
You can start by learning:
- What does your target audience like?
- What do they follow?
- How do they spend time online?
Post-analysis, create posts that match their interests. For example,
- Chanel’s (a luxury clothing brand) posts focus on fashion because its audience includes women who care about luxury clothing.
- Each post shows their products in a way that appeals to their customers.
To boost customer engagement through social media you can also post:
- Product photos
- Customer reviews
- Behind-the-scenes videos
- Helpful tips related to your business
However, while making posts, remember to follow the best practices. For example, as per a study, Facebook posts with less than 250 characters receive 60% more engagement than longer ones. To do this professionally, you can outsource digital marketing to CX specialists like Atidiv.
4. Get Customers Involved Through Contests and Feedback
You can run contests or giveaways to get people to interact with your brand. This could be as simple as:
- Asking customers to share a photo using your product
- Tag a friend for a chance to win.
You can also use polls or surveys to ask what they like or want. By analysing the information collected you can improve your products and show customers that their opinions matter.
This kind of two-way interaction keeps your audience interested which boosts customer engagement.
5. Be an Active Listener
Always pay attention to what your customers are saying about your business (both the good and the bad). To do so, deeply analyse their:
- Suggestions
- Feedback
- Complaints
Did you know? Customer acquisition costs have risen by nearly 60% over the last five years. It now costs businesses $29 per new customer acquired on average.
Thus, if a customer has a complaint, try to solve the problem forthwith. This shows that your business cares which boosts customer engagement. Ignoring issues can cause customers to leave and share negative experiences with others.
6. Give Your Brand a Unique Voice
Your brand voice is how your business communicates. It includes the tone, language, and personality used in your messages. A clear voice helps customers recognise and remember your brand.
You can start by deciding how you want your business to sound:
- Do you want it to be serious or friendly?
- Do you want it to be professional or relaxed?
Once you decide, use the same voice across your website, social media, and marketing. Such consistency significantly boosts customer engagement. For example,
- Nike uses short and strong messages to motivate people.
- Its famous phrase “Just Do It” reflects a confident and inspiring tone.
7. Reward Your Regular Customers
By running a loyalty program, you can encourage your repeat customers to continue buying from you. By offering rewards, you make them feel valued which boosts customer engagement.
To start with, decide what rewards you will offer, such as:
- Exclusive discounts
- Free items [like Buy One, Get One (BOGO) schemes]
- Special offers
- Reward points on every purchase
Next, choose how customers can earn these rewards, say by reaching certain spending levels or joining different membership plans. For example,
- Starbucks gives customers stars for each purchase.
- Customers can use the stars to get free drinks or food.
- The more they buy, the more they earn.
As a business owner, even you can offer a simple point-based system or stamp card to reward your loyal customers.
Boost Customer Engagement with Atidiv. Let Us Win Customers For You!
Customer engagement is not just about selling! It is about building lasting relationships. Usually, engaged customers:
- Stay loyal
- Spend more
- Promote your brand
To boost customer engagement, you must use the right strategies, like:
- Personalisation
- Social media
- Active listening
- Rewards
Finding it tough to build trust and a strong connection with your customers? To take your customer engagement to the next level, partner with Atidiv. We combine innovation, data, and personal support to deliver strong results.
Our past clients have enjoyed cost savings of up to 60% compared to running in-house teams. Recently, we even partnered with a U.S.-based online tire retailer and helped it save $1.3M. Our team also let it achieve a #1 customer service ranking in its category.
Choose Atidiv to strengthen your brand. Boost customer engagement today!
FAQs on Boosting Customer Engagement
1. Why are my customers not returning even after a good first experience?
Many businesses forget to follow up after the first sale. Please realise that without consistent engagement, customers move on!
Thus, use emails, personalised offers, or loyalty rewards to stay in touch. Try to build relationships beyond the first transaction. This leads to more repeat purchases and boosts customer engagement.
2. I post on social media regularly, but there’s low engagement. What’s wrong?
Posting often isn’t enough! Your content must match what your audience likes. Try to use:
- Shorter captions
- Better visuals
- Customer stories
- Online contests
Also, engage in the comments and reply to messages quickly. Through consistent interaction, you can increase visibility and make your brand feel more human.
3. How can I personalise my service if I have too many customers?
You don’t need to do everything manually! Start using CRM tools to collect and organise customer data like:
- Names
- Preferences
- Past purchases
With this, you can automate emails, offers, or messages that still feel personal. Even small touches, like birthday discounts, make a big impact in boosting customer engagement.
4. Is it worth investing in a loyalty program for a small business?
Yes, even simple loyalty programs build long-term customer value. To motivate repeat purchases you can offer:
- Rewards points
- Exclusive discounts
- Freebies
5. I don’t have time to manage customer engagement. What should I do?
You can outsource it to professionals like Atidiv. Our trained team can easily handle your:
- Customer support
- Social media
- Engagement tasks
Our cost-efficient services save both your time and money. Such a delegation allows you to focus more on growing your business while experts boost customer engagement for you.
