How to Transform User Engagement and Transform Sales

As technology advances, brands can no longer avoid digital transformation. By utilising various tech tools and processes, companies improve and actually transform user engagement. But what exactly is the meaning of user engagement?

Definition of User Engagement

User engagement measures how users interact with an application or website. By analysing user engagement, companies can determine the popularity and value of their services and products. Engagement is analysed using various metrics, for example, time on page or bounce rate. Engagement takes many different forms whether it’s a product purchase, subscription sign-up, or account login.

User engagement vs customer engagement

Customer engagement is slightly different from user engagement. When users interact with your company and make a purchase, they become customers. People who visit your website, but do not buy anything, are referred to as users. The terms are related, but they are essentially two slightly different audiences.

Customer engagement means developing a relationship between the consumer and the brand. It means a strategic effort to offer value in every interaction, increasing loyalty in the process.

What is a customer engagement strategy?

A customer engagement strategy is a roadmap designed to gain the attention of your potential consumers and provide the best possible experience. It focuses on the activities that a brand will use to boost customer engagement.

Why is a customer engagement strategy important?

It’s important to engage your web users and your customers. User engagement is vital because it determines how valuable your services and products are. When users value your products, they’ll become loyal customers, and recommend you to their friends.

Much of the time, brands are focused on conversions and clicks. Customer engagement is about keeping consumers engaged, beyond purchasing. With the help of a customer engagement strategy, you’ll build a stronger emotional connection between brand and consumer.

A customer engagement strategy is used to make customers more responsive to brand marketing campaigns. There are many benefits of improving your customer engagement strategy including:

● Enhance customer relationships.

● Improve the product experience.

● Boost customer retention & loyalty.

● Helps you to differentiate your brand.

How to transform user engagement?

To stand out in a crowded market place brands need to transform user engagement. There are plenty of ways to improve user and customer engagement. To get started, check out these digital customer engagement examples:

1 . Personalised messaging

With the help of personalised messaging, you’ll improve your customer engagement strategy. UberEats is one company that does personalised messaging incredibly well. The company collects info on past behaviour and user location, using this to deliver enticing foodie messages!

2. Demonstrate customer loyalty

If you’re keen to transform customer engagement, what you need is a killer loyalty program. Improving customer loyalty ensures that customers are ‘80% more likely’ to pick you instead of a competitor, (MIT Slogan, 2021). Mastercard has taken customer loyalty to the next level using their digital wallets. Customers benefit from an easy-to-use single payment solution, improving the customer experience.

One of the key goals of improving customer engagement is improved loyalty. Let’s check out a few interesting facts about customer loyalty:

Interesting facts about customer loyalty

● 4 out of 5 companies agree that retaining loyal customers is cheaper than acquiring new prospects,’ (Circular Board, 2021).

● ‘82% of companies agree that retention is cheaper than acquisition,’ (SBG, 2021).

● The probability of selling to a new customer is 5-20 percent while selling to an existing customer is 60-70 percent, (Barnraisers, 2019)

How to improve your customer engagement strategy?

To remain competitive brands must digitally transform customer engagement. With the help of digital transformation consulting, brands can access the specialist support they need. Enhancing your customer engagement strategy involves various steps:

Step 1: Collect customer knowledge

A strong customer engagement strategy relies on extensive knowledge of the customer. You’ll need to collect data about everything from purchase history to social media info, buying behaviour, and comms preferences.

Step 2: Focus on location

To offer a highly personalised experience, brands need to focus on customer location. Considering location means identifying where the customer lives, as well as which social media platforms they are active on.

Step 3: Strategic communication

Brands must interact with customers using the correct channels, at specific times. Digital engagement transformation means using data to improve customer communication. Communication plans should be executed according to personalisation, response times, and preferred channels.

Choosing a digital transformation service provider

If your brand is ready for digital transformation you’ll need to work with a digital transformation service provider. Expert digital transformation consultants help brands to improve user engagement strategies. Experienced digital transformation service providers can help you across many different areas including:

● Web development and web design

● Mobile app development

● Search engine optimisation (SEO)

● Social media optimisation (SMO)

● Software development

To remain competitive in 2023 businesses must start or continuing creating different strategic customer engagement strategies. Effective user engagement strategies can drive growth and increase your bottom line.

Is your business ready?