Digital Marketing: How to Increase Customer Engagement

The increasing technological capabilities of brands and post-pandemic changes in consumer shopping habits have changed consumer expectations. Customers today demand personalized service and memorable experiences. Brands must transform their relationship with customers.

There are more ways now than ever before for your clients to increase customer engagement, from social media to emails to websites to messaging apps such as WhatsApp. With the rapid growth of digital technology in the last few years, there’s no doubt that digital channels will continue to be widely adopted.

How can digital agencies help their clients maximize engagement from their campaigns?

Here are some approaches your digital agency could take.

Improve Customer Experience

Customers are less likely to return if they have a terrible experience with a company, such as being on hold for too long or experiencing an error during a transaction online. 84% of consumers stated that customer service is one of the most critical factors in deciding whether or not to shop at a particular brand.

When customers have a positive experience, they’re more likely to purchase. But this process can take some time. Customers may take a while to get used to your client’s brand.

When customers have an excellent experience, they will remember it. It encourages them to recommend your business to their friends, which leads to more sales.

To deliver a great customer experience, you must first understand how your clients interact with customers. Included in this are their store, website, and social media pages. Also, email addresses, customer service centers, and emails. Analyze each one and determine where you can make improvements.

You’ll gain their loyalty, trust, and engagement if you help your clients provide customers with a positive, consistent experience.

Make your experiences personal.

Customer engagement is enhanced by personalization.

Personalization is one of the most influential and popular customer engagement strategies. People would want products and services tailored to their specific needs. Communications Platforms-as-a-Service (CPaaS) can help, enabling you to build personalized customer interactions whenever possible.

It can be as easy as asking them how you can assist them, showing an ad based on their location, or simply using their first names in an email. It is essential to personalize experiences so that customers feel that you care about them and understand their needs.

This personalization can also be extensive, going well beyond the simple use of a customer’s first name to include increasingly detailed information. Infobip can, for example, provide deep personalization using our web and mobile APIs. You can, for example, track your client’s customer behavior throughout their buyer’s journey. This allows you to build an image of the online activities and interactions of the customers with your brand.

You can use the existing data in your client’s systems, such as their CRM (customer relationship management) or ERP (enterprise resource planning) tools.

You could target, for instance, all email recipients in a particular territory while excluding customers over 35 and personalize further by targeting only customers with a specific credit rating.

This hyper-personalized experience creates an engaging, unique, and authentic experience for your client’s customers.

Offer Relevant and Helpful Content

People buy solutions, not products. Customers may only look for specific products if your client’s products are well-known. Most likely, they will look for common questions and challenges.

By providing your clients with helpful and authentic content to answer their questions, you will establish them as experts and create healthy, long-lasting relations with their customers.

Distribute content via multiple channels, including blogs, videos, and social media posts, to ensure customers receive the necessary information.

Relevant content will keep your clients in mind. However, you should review content performance regularly to determine customer engagement.

Increase Customer Engagement with Digital Marketing

A strong strategy for customer engagement can foster customer loyalty and increase sales. A good customer engagement platform will allow you to automate and organize your system to maximize every touchpoint during your campaign.

By managing workflows and reducing the number of repetitive tasks, you can provide a seamless customer experience for your clients and their customers.

Moments is our omnichannel solution for customer engagement. It’s an essential tool in the arsenal of modern digital agencies. This class-leading solution offers you, your clients, and your business a single customer engagement tool. Create unique relationships, customize your messaging, and get to know the customers of your clients better.

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