Customer engagement

Customer engagement resources, guides, and strategies to help your company improve its relationships with customers – and ultimately grow revenue.
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What is customer engagement and where do I start?

Customer engagement is when companies actively interact with and encourage experiences between customers and the company's products or services. Engaged consumers feel stronger connections to a brand, resulting in higher loyalty, increased sales, and positive word of mouth. After all, existing customers are your greatest referral source: 86% of consumers say they will recommend a company to friends and family, and 66% are likely to write a positive online review (KPMG). Create relevant content, facilitate conversations, and provide value at every touchpoint, so you can build meaningful relationships with customers that drive growth for both the business and the individual. An engaged user base is a powerful asset that delivers revenue while requiring less overhead than continually acquiring new customers.

Latest

A Practical Guide to Perks & Engagement Programs in the Insurance Industry

A Practical Guide to Perks & Engagement Programs in the Insurance Industry

Explore our guide to Perks & Engagement Programs tailored for the insurance industry. Learn how these programs enhance policyholder loyalty, drive engagement, and comply with industry regulations. Discover practical strategies for implementing effective perks that increase retention and differentiate your offerings in a competitive market.
How to Engage and Retain Gen Z Insurance Customers in 2024

How to Engage and Retain Gen Z Insurance Customers in 2024

Learn how to retain Gen Z policyholders in 2024 by offering perks that match their digital lifestyle and values. This guide covers understanding Gen Z's preferences, identifying valuable perks, and implementing effective retention strategies. Stay ahead by overcoming challenges and anticipating future trends to build lasting loyalty with this tech-savvy generation.
Gamification: is it still a thing?

Gamification: is it still a thing?

Remember when "gamification" was the hot buzzword of the 2010's? Well the principles still work, even if we're calling it something else now. We look into how gamification principles can be applied to your customer engagement strategy.
A landlord's guide to effective remote management

A landlord's guide to effective remote management

Discover how to build a strong local team, leverage technology for efficient oversight, and improve tenant communications. Learn innovative ways to secure your properties, streamline maintenance, and effectively market your rentals.
5 creative ways to thanks donors that surprise and delight (without tchotchkes)

5 creative ways to thanks donors that surprise and delight (without tchotchkes)

Innovative strategies for nonprofit organizations can enhance donor retention and appreciation. Instead of relying on generic gifts, these fresh ideas focus on personalized engagement and meaningful connections to foster long-term relationships.
Craving social impact: 3 ways to connect with Gen Z consumers

Craving social impact: 3 ways to connect with Gen Z consumers

Explore the dynamic world of Gen Z, a generation that prioritizes authenticity, social impact, and digital fluency, and learn how brands can align with their values for a genuine connection.
How to get more and better reviews online

How to get more and better reviews online

A strong online review flywheel can be one more thing that sets you apart from your competition. In this article, we walk you through how to get more and better reviews online.
Reducing friction is more than just reducing clicks

Reducing friction is more than just reducing clicks

Does reducing clicks reduce friction? We dive into what makes a solid customer experience when completing an online task.
Personalization in marketing: The guide

Personalization in marketing: The guide

When it comes to personalization, customers want more than just an email with their name in it. They want customer experiences (and offers, ahem) that are truly tailored to them.

Getting started

Building connections and nurturing relationships with customers leads to increased loyalty, word-of-mouth promotion, and ultimately higher sales. Doing this well doesn’t happen by accident – it requires strategy and execution. I

  1. Understand your customers deeply. You can’t connect with customers effectively if you don’t truly understand them. Start by looking at your current top customers and segment them to understand the insights about their demographics, behaviors, concerns and motivations. Go beyond basic attributes and really dig into what drives them. Instead of fake personas, create buyer profiles off your real, top customers. If you have great clients and customers, keep heading in that direction by interviewing them about what pushed them to purchase. Recognize that your early customers might not have the same persona as later customers.
  2. Identify where conversations are happening. Be present in the digital and physical spaces your customers already spend time. Social media analytics tools can uncover where online conversations in your industry are happening. Online groups, forums and communities relevant to customers are valuable for starting organic engagement. Even offline traditional locations like community centers or conferences might provide opportunities for relationship-building. Meet them where they already are.
  3. Map out a journey-based engagement approach. The typical customer journey is moving through stages of a funnel through touchpoints that bring a customer from awareness all the way to purchase and through to retention. To turn engagement into revenue, your strategy must address how to best reach, nurture and convert high-value leads at each step of that journey. Use tools like Miro or Whimsical to make an actual map, assigning action steps to each touchpoint.

Master these fundamentals before rushing into tactics and technologies for outreach and communication.

It's a myth that likes, followers, and shares are vanity metrics. At the end of the day, you can only market to those you can reach. Growing your social media audience, email lists, and website traffic will lead to revenue, so focus on those tactics first. Keep iterating your personas, identifying new spaces for organic connections, and mapping messaging to all journey stages. This creates the solid foundation for customer engagement that drives sales.