Jul 16, 2022
In Welcome to the Forum
How to Boost Customer Engagement in Digital Marketing Increasing technological capabilities by brands and changes in shopping habits post-pandemic have changed consumer expectations of brands. Today, customers demand bespoke service and stellar, memorable experiences. Consequently, brands need to transform the way they connect with their customers. Thankfully, there are now more ways than ever for your clients to boost customer engagement – from social media and emails to websites and messaging apps like WhatsApp. And with the increased Real Estate Photo Editing rate of digital transformation over the past few years, it’s clear that the mass adoption of digital channels is here to stay. For digital agencies, this provides more opportunities for your clients to capture attention and drive customer engagement, but how can you help maximize the engagement that your campaigns will deliver for your clients? Here are a few approaches that your digital agency can take. Deliver a Better Customer Experience If a customer has a poor experience with a brand, like being put on hold for too long or having an online transaction time out, they’re less likely to return. Indeed, 84% of consumers said that customer service was one of the top factors that help them determine whether to shop with a brand. It almost goes without saying that when customers have a good experience, they are more likely to make a purchase – but this can take time. Customers may have to experience your client’s brands a few times before they place an order. But when customers have a great experience, they remember it. This encourages word-of-mouth recommendations to their peers, leading to further sales as a result. Delivering great customer experiences starts with mapping out all the ways your clients interact with their customers. This includes their physical store, website, social media pages, emails, and customer support centers. Do a thorough analysis of each and see where you can improve the experience. Help your clients give customers a consistent, positive experience and you’ll be rewarded with their trust, loyalty and engagement. Make the Experiences Personal Personalization is essential for great, memorable customer engagement. Indeed, personalization has become one of the most popular and effective customer engagement strategies. This makes sense, as people want services and products that are tailored to them and their needs. Communications Platforms-as-a-Service (CPaaS) can help with this, enabling you to build personalized customer interactions whenever possible. Personalization can be as simple as just asking how you can help them, showing a location-based ad, or using their first name in an email. The goal is to create personalized experiences that let customers know that your clients care and are in tune with their needs. The scope of this personalization can be extensive too, going beyond simply using a customer’s first name into increasingly specific details. If you use Infobip, for instance, we can provide deep personalization by leaning on our mobile and web APIs. For example, can track the behavior of your client’s customers throughout the buyer’s journey, building an image of their movements online and interactions with your client’s brand, and using this information to set up data-driven marketing activities.