Customer engagement is important to your business because it directly affects your company’s profitability.
The Engager Model by Hall and Partners predicts that up to ⅔ of a company’s profits may depend on effective customer engagement.
And this People Metrics study shows that companies with high customer engagement perform better financially than companies with low customer engagement.
This article will show you what customer engagement is all about and why it is so important to your company’s bottom line.
What Is Customer Engagement?
Customer engagement refers to direct interactions between your customer and your brand which your customer chooses to take.
It is up to you to offer customers ways to interact with you, but it is up to them to decide how and when they are going to engage with your brand.
Delivering an exceptional, personalized customer experience can help you increase customer engagement.
Here are some strategies you might use to engage your customers:
- Direct engagement, including phone calls and face-to-face meetings
- Social media engagement, including Tweets and Facebook comments
- Personalized campaigns based on your customer’s location, number of visits and previous buying habits
Why Is Customer Engagement Important?
There are four mechanisms that make customer engagement absolutely crucial for your company’s bottom line.
1. Trust
When someone trusts you, they are going to be more likely to buy from you.
Every interaction with your customer is a chance for you to build that trust.
The more of these interactions you have, and the better they go, the more likely it is that your audience will eventually trust you with their hard-earned money.
2. Loyalty
Loyal customers continuously choose to engage with a brand regardless of the competition.
Plus, a loyal, engaged customer has the potential to become a brand advocate and spread the word about how great your business is.
It’s basically free advertising!
3. Customer retention
A 5% increase in customer retention can lead to a 25-95% increase in profit.
Use customer engagement strategies to stay on the forefront of your customer’s minds, and you won’t have to spend as much money on customer acquisition.
4. Knowledge
Monitoring your customer engagement levels can yield some valuable knowledge about your target audience.
This, in turn, will help you choose the right customer engagement strategies and increase your engagement levels even further.
How Handmade SEO Can Help
Here at Handmade SEO, we don’t just grow traffic.
We help you create a great customer experience from the moment a visitor lands on your site to the moment they press the “Buy” button.
If you would like to learn more about optimizing your marketing for maximum profit, check out our free Digital Marketing Assessment.
It includes a free website audit and our 30% Growth Plan to help you achieve your marketing goals with ease.
