Glossary What is Customer Engagement?
By null / 1 Jan 2023 / Topics: Customer experience
Customer engagement is the process of building a strong relationship between a company and its customer base. This is achieved through regular communication and interaction, which helps promote brand loyalty and awareness. Throughout the customer's lifecycle, companies can use various marketing channels and digital tools — including a CRM platform — to engage customers.
By fostering an ongoing customer relationship, companies can provide a deeper connection to their brand beyond a single transaction. This can lead to repeat purchases, a loyal customer base, a strong brand identity and a positive reputation.
Using digital tools to promote customer engagement
Organizations use a variety of tools to collect information in support of customer engagement. Ultimately, this data needs to be stored and analyzed to be made useful. Businesses have undergone many digital transformation efforts in recent years to modernize the way they engage customers. Platforms and tools like the cloud, chatbots, generative AI and flash storage are often used to improve customer engagement.
