What is the Definition of Customer Engagement?
Customer Engagement, According to me the Customer is everything that we do is to achieve the Customer’s Loyalty, his Presence.
Here are few definitions I Liked the most.
What I like about this definition is that it incorporates the customer’s choice to Interact Involve Include the Company. This is an important differentiator that specifies a level of emotional attachment.
This is the reason promotions promising the chance to win a free iPhone with no purchase required shouldn’t count towards engagement. At the very least, these promotion based interactions should count as a lesser form of engagement since, without promotions, many customers wouldn’t voluntarily engage or involve.
While I find this quote to be too generic, there is one aspect that I like: including customers engaging with each other. Most definitions of the customer only include the customer’s interaction with the company, but this is only one side of the Coin!
A customer doesn’t really need to engage with just the brand in order to be an engaged customer. If customers are connecting with each other, it should be considered as brand’s customer engagement as long as the topic of their engagement is focused on the brand.
I especially like Eric’s definition since it implies the way that engagement can have an extent. In layman’s terms, certain engagements are more required than others. While both a Tweet and a video testimonial are ways of engagement, the video testimonial is certainly a sign of higher engagement because of the effort needed to create it.
Why is customer engagement important?
Gallup Research demonstrates that a fully-engaged customer represents 23% more revenue than average. If you don’t have a customer engagement strategy, you could be missing opportunities to involve with customers and build a relationship with them. There is no single customer engagement method that works for every company across all industries; however, a sincere focus on empathy, clarity, and simplicity in your dealings with customers and prospects should be the basis for all of your customer engagement activities.
There are many positive customer engagement examples that can be used to model a customer engagement strategy; major brands use everything from funny, responsive social media agents to personalized discounts and offerings to inspire loyalty and affection in their customers.
Known Stats of Customer Engagement We Must Know