Customer Engagement Strategy for the Post-Pandemic World

    Customer Engagement Strategy

    The digital marketing landscape has been witnessing a massive shift when it comes to customer behavior. Therefore, brands should take a step back and assess their customer engagement strategy to be able to meet the demands of the new business environment 

    With 2021 just around the corner, it is the perfect time for brands to step away from their ad hoc activity and reevaluate their digital engagement strategies. Since the world has seen a massive adoption of digital technology at an unprecedented scale, sticking to the old strategies going forward won’t help an enterprise brand to strive in the long-run.

    With constantly evolving digital tools, brands need to rethink their approach towards customer engagement that will help them to engage with their customers’ dynamic behavior. A few steps that can help them to reinvigorate the customer engagement strategy:

    • Cloud Dependency

    Different roles with a brand’s marketing team focus on the designated digital channels. Here, they curate content specific to their respective mediums such as social media, mobile, desktop and many more. But, the content curated is locked away in various cloud storage accounts, where only a specific team can have access to it. This leads to inconsistency in the tone and voice of the customer experience.

    Read More: Keeping Customer Experience Programs Agile with CXaaS

    By making the content assets available to all the teams, they can clearly view the particular channel developing a brand campaign. When team members collaborate with each other, they can manage the campaigns and craft content for various marketing channels, products, SKUs all within the same place. This provides a seamless customer experience to and substantially increases the chances of them engaging with the brand regardless of which device they are using.

    • Empowering Customer

    Brands must constantly evaluate and rethink their understanding for their customers. This will help brands craft personalized experiences and empower their customers to take the next step in the customer journey.

    Brands can use log-in information of their customers and the predictive analytics tool, which helps them clarify to understand their audience better.

    By providing personalized content, brands can make tailored product recommendations that will help to speed up the customer to take the next best action. Furthermore, by using AI-based tools, brands automate real-time decisions rather than handing the task to the team members to make sense of the statistics.

    Read More: Leveraging Data-Driven Discovery to Enhance Customer Experience

    • The customer experience gap?

    Many brands fall prey to stellar templates and beautiful web designs, assuming they are delivering an exceptional customer experience. But, in reality, the scenario is entirely different.

    Most customers still complain about the lack of intuitive experience that the brands promise to deliver. This has given rise to a huge gap; what the brands believe about their offerings and what their customers see them.

    Though addressing the customer experience issue in ever-changing customer behavior is difficult, it is not entirely impossible to. Brands can see this as an opportunity to strengthen their digital transformation tasks into live practices. One way to achieve this is by developing experiences that recognize customers and creating personalized content and messaging to where they stand in their journey.

    Read More: For A Richer Customer Experience – Syncing the Business and IT Teams

    Customer engagement has witnessed a dramatic change in the past few months. However, by incorporating the above practices, brands can be sure that they can deliver a phenomenal experience that will drive engagement and help the brands stand out from the rest.