One of the most important objectives that business owners or projects have is retaining and keeping customers loyal to their brand. In modern times shaped by technological advancements and innovation, what customers expect from brands and businesses keeps going through the roof. 

Customers don't just want a simple or transactional relationship, but one that holds more meaning. As a result, it is vital for businesses to go the extra mile to engage or satisfy their needs. Digital engagement comes in here. 

What is digital customer engagement?

Digital engagement is a strategy implemented by brands to enable a mutually beneficial exchange of communication with their user base, as well as prospective or target customers through available digital channels such as social media, email, and so on. The aim of this is not only to enlighten customers about their products/services, but also to build a meaningful relationship that customers will be loyal to. 

Digital engagement stimulates your brand audience and customers to participate in the experiences that your products/services will provide them. Customer engagement starts from the initial time customers come across your brand up to the final stages of their customer journey. It is all about the dynamic interactions which help increase engagement on digital channels they regularly visit. 

Why is digital customer experience important?

The most difficult aspect of business is not gaining a customer to buy your products at one point, but to keep them coming after the conclusion of their initial transactions. To achieve a user base that is loyal to your brand, consistently engaging them after that initial transaction is vital. 

Modern-day consumers are usually referred to as digital consumers due to their heavy dependence on digital channels to keep in contact with brands they love. As a result, brands need to leverage the opportunity created by digital channels to keep customers in consistent contact. 

It's no longer about making a buying decision for customers nowadays; they demand valuable, seamless, and memorable experiences. Brands that invest in customer engagement make customers feel valued and create a meaningful relationship that is much more than products/services. 

Customers enjoy being engaged as unique individual. This is why ensuring respective customers enjoy a personalized experience is key since they expect your business to understand their preferences and tailor their experience accordingly. To achieve this, it is important to utilize available data gathered from customer interactions on their platform across several touchpoints. Interpreting this data helps businesses get valuable insights that shape an informed engagement strategy that will uniquely improve their customer experiences. When executed perfectly using the content of great value, or proactive customer support, the desired results will definitely be earned. 

Customer engagement strategies

Looking at the modern business world driven by technology, you will discover that businesses must be in contention with the dynamics of consumer habits, and the trends in digital customer experience to get the right results. 

To set up the right engagement from customers, here are effective strategies you should implement:

1. Leverage the power of social media

As you may already know, social media channels like Facebook, Instagram, Twitter, Tiktok and so many others are platforms where most of your customers spend their time to either entertain or engage with their favorite brands. According to Search Logistics, over 4 billion people use social media globally. 

To take advantage of this fact, you as a brand can create unique personalities and appeal to customers across their demographics. 

Social media is no longer a platform for meeting people, but one where brands can communicate with users through features such as content sharing, question-and-answer sessions, live chat, and so on. Marketers view social media as a medium to connect, share, research, identify trends, and inform content marketing decisions to enhance customer engagement. 

2. Behavior-based messaging

Brands can take advantage of technological tools like live chats to get better engagement. The advanced functionalities of this tool mean it is not only to provide customers with real-time support but to also study consumer behavior and respond accordingly. The information gained from tools like this can be leveraged by brands to map out consumers' future buying journeys. 

3. Personalization

This is probably one of the most important concepts in marketing today. What personalization means for one brand may be different from the other. It might be including a customer's first name in an email newsletter for some brands, but can mean so much more for other brands—i.e customer segmentation, user-specific group targeting, and so on. 

On a general note, personalization is concerned with the utilization of available consumer information in a bid to identify patterns in buying behavior, effectively helping brands understand what the customer wants to see. As a result, brands can use this information to target such customers with useful content that they value throughout their buying journey. 

4. Provide customers with self-service options

Today, there is an increasing need to have a self-service experience for most consumers who deal with a brand. They prefer brands with self-service options like:

• Artificial intelligence chatbots are equipped to provide answers to basic questions instantly and also direct them to real-time support agents when required. 
• FAQs and articles that customers can read to learn more about certain products or services of interest or to find solutions to issues they may encounter. 
• A library of multimedia resources that customers can use as a reference when needed.

Self-service options enable customers to get answers to questions they may have by themselves, while generally improving their user experiences and engagement with the brand. 

5. Identify what drives your customers

Getting feedback on the products and services that customers have used is also a beneficial customer engagement strategy. Using this option is the easiest way to identify what triggers your customers to take an action, like Customers making a purchase, liking your products on social media, etc. It will also enlighten you on what your customers find more valuable from your products to content. Also as a strategy, issue out surveys frequently to customers to directly identify what persuades them to take action. 

Need Help? 

Have you implemented so many strategies as a brand and still couldn't get the right engagement? Have you invested in engagement and marketing strategies but still yet to get the right numbers in likes, followers, views, retweets, and so much more without results? Have your efforts to promote your brand, products, or services been unsuccessful? Well, Fansgurus is offering a way out for you. 

Fansgurus is a renowned social media marketing platform with a track record of helping brands grow their social media presence and reach. Through our professional services, you can get as much engagement as you like from your audience in terms of likes, views, comments, follower counts, and so much more. 

To learn more about how you can get all the engagement you need to help grow your brand, both on social media and across different markets, visit us today!