Successful marketing in 2020 depends on creating an omnichannel customer experience that is integrated across platforms, and that includes leveraging social media engagement as a means of reaching customers. People spend hours every day on their phones and on social media, and if you’re not capturing at least some of their attention, that means that they’re engaging with someone else’s brand or business instead of yours.
Social media has fundamentally changed the way that communication works between businesses and their customers, essentially creating a public forum for communication between the business and all of its customers. Communication between businesses and their customers is now a two-way street, enabling customers to engage with their favorite brands in completely new ways.
What is customer engagement?
With so many ways to define it, I can definitely understand why customer engagement feels like such an elusive term. However, at their core every definition I’ve come across shares one thing in common: customer engagement is all about interactions between your customer and your brand. As a result, the interactions that you qualify as an engagement will be just as unique as your business.
Like most definitions, people describe “customer engagement” differently. I understand that probably doesn’t give you a lot of confidence in my writing this article, but hear me out. By looking at a bunch of different definitions, we’ll actually get a better understanding of all of the intricacies wrapped up in the term.
Customer Engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. Providing a high-quality customer experience is an important component in your customer engagement strategy.
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