What is Customer Engagement?
Customer engagement is defined as the interactions you have with your customers at each touchpoint during their journey. With today’s customer expecting a more seamless omnichannel experience, customer engagement means that every communication you have with them must be connected and frictionless, no matter what channel they choose to engage with you on. It’s not enough to have a positive engagement during the purchase stage – your customer must be engaged in a personalized way from discovery and acquisition, through payment, all the way into onboarding, support, renewal and referral. This is truly a lifecycle experience.
Why Customer Engagement is Important?
The hard truth is, if your customer doesn’t receive a frictionless, seamless experience – that is, if they have to repeat themselves every time they shift channels, or they don’t believe a company knows who they are and the history of their engagement, they won’t hesitate to leave. 71% of customers will question doing business with a company after just one bad experience. And it’s anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one. Increasing these retention rates by just 5% can increase profits anywhere from 25% to 95%. (Bain & Company). As a result, customer engagement is now growing as a top priority among businesses.
Meet them at their moment of need
Today’s customers are in the driver’s seat. They want access to their information 24/7, on the device of their choice, and they only want to see the information THEY care most about. By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand.
How Precisely can help with your customer's lifecycle experience
Customer engagement solutions from Precisely EngageOne likeinteractive and personalized video, chatbots, personalized email and SMS, and digital self-service tools, allow customers to stay engaged, while enabling your enterprise to make better decisions.