What Is Customer Engagement? A Definitive Guide

Rohan Mathew

Customer engagement is one of the biggest buzzwords of the decade. It’s mentioned all over the internet and credited with far-reaching powers.

Apparently nurturing your existing customers with a rock-solid customer engagement strategy costs five times less than finding new ones. 

So, what is customer engagement anyway and how can it help you take your business to the next level?

What is Customer Engagement?

The reason customer engagement’s so difficult to define is that it isn’t one concrete concept. It refers to the way your customers interact with and respond to your brand.

So, it makes sense that each business will have its own definition of what customer engagement entails. 

One of the best definitions describes it as how companies and customers interact – on the customers’ terms. Basically, the company figures out how their customers would like to interact with them, and then allows them to do so.

How Does It Work?

Things like sales, services, and support are all part of customer engagement but they’re not everything. 

Engaging your customers is an ever-evolving process. It’s centered on interactions designed to build long-lasting relationships and loyalty. 

It involves reaching out to your customers on their terms, according to their stage in the buyer journey.

Customer engagement marketing’s tailored to each customer. It depends on things like their buying habits and how they interact with your business. It also involves communicating with them in a language they can relate to. 

It also involves an intense customer-centric outlook that evolves and grows with your business and your brand. 

Growing Customer Engagement

It’s easy to see that you need all-hands-on-deck to achieve the ultimate customer engagement marketing. It’s not a job for a single customer engagement specialist.

You need buy-in from employees at every stage of the customer sales journey. For example, your marketing team needs to know ‘what next’ for each customer. Your after-sales crew should be up to speed on their role in keeping your clients happy.

So, how do you keep everyone on the same page? it’s best to implement customer engagement software coupled with an internal communications solution that’s integrative and easy to use.

Your employees don’t know their next step unless they’re all tapping into common customer information. 

The Benefits of Customer Engagement

When your business engages in frequent meaningful communications and interactions with your customers, you stay at the top of their minds.

This means more than reminding them of your latest special offers, or new products. It involves entertaining them on social media and your website with informative and useful online content. It could also mean regular email communications or running exciting competitions on occasion. 

Can you create the impression that there’s more to your business than products and services? If so, you’re on the way to winning your customers’ hearts. So, when the time comes for them to buy something, your business name’s top of mind.

Embrace Excellence

In today’s challenging and competitive business environment, it’s difficult to stay ahead. Fortunately, there are innovative tech solutions for most of your biggest business concerns. 

You’ll find answers to more business-related questions like ‘what is customer engagement?’ right here on my website. Browse away until you find the solutions you need.