Gone are the days when an ad campaign or generic email was enough to hook a consumer. In today’s digital age, customers want to feel immersed in a brand experience.As the number of communication channels and devices increases, so does the challenge of engaging consumers effectively and delivering personalized interactions.When executed well, a strong digital customer engagement strategy can foster brand growth and loyalty. Here’s how to improve customer engagement in the digital age.

Social media marketing helps build stronger customer relationships and brand loyalty. By sharing quality, branded content on a daily basis, you can get an accurate grasp on what your audience likes, wants and needs. It also allows you to address patron complaints. About 85% of small and medium-sized businesses use Twitter for customer service. This platform allows you to quickly respond to questions and comments, actively engage in conversations, and share customer comments with a retweet.

Customers tend to appreciate genuine interactions with brands. One study found that personalized experiences can boost sales up to 20%. Smartphone apps enable you to send tailored offers to consumers, keep patronsup to date on your latest offerings, or recommend specific products. Moreover, adopting a mobile-based loyalty program not only improves customer engagement, it can also help bridge the gap between your brand’s online and physical presence.

Increasingly, patrons expect immediate answers to their questions or concerns, but customer service members may not be available 24/7. For this reason, chatbots are one of the latest innovations that are transforming the way in which consumers interact with brands. These handy AI tools provide immediate, responsive customer service and guide patrons through product or support options. Most chatbots can be seamlessly integrated into a company’s website or smartphone apps.

For more ways to enhance customer engagement in today’s highly digitalized era, see the accompanying infographic.

Author bio: Bruce Thompson is a co-founder and Design Director at The Scylla Group, a trusted digital partner for innovative brands. He is an award-winning graphic designer, creative director, brand consultant and digital strategist. Thompson has dedicated his career to helping people understand, trust and adopt technology to improve their quality of life.

 

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