Customer Engagement Introduction KPIs And Ways To Boost It Edu Ppt

Slide 1

The slide contains information regarding the definition of customer engagement. It also includes details of the importance of customer engagement in terms of emotional connection, customer retention, and responsiveness to marketing efforts.

Instructor’s Notes:

Customer engagement is important due to the following reasons:

·      Emotional Connection: Engaging customers between and beyond purchases will strengthen their emotional connection with the brand, to further enhance customer loyalty and trust

·      Customer Retention: Stronger connections between customers and the brand will help retain hard-won customers to prevent churn

·      Responsive to Marketing Efforts: Successful customer engagement will keep the brand at the top of the customer’s mind, making them more responsive to marketing efforts and increase sales funnel velocity

Slide 2

The purpose of this slide is to highlight the difference between customer service and customer engagement. It also contains details of the multiple comparison parameters such as the objective, occurrence, nature, and responsibility.

Slide 3

This slide provides information pertaining to the major approaches to achieve high customer engagement in the company. The key approaches highlighted are understand customer journey, offer personalized service, implement a chatbot, content gamification, loyalty programs, and social competitions.

Instructor’s Notes:

The major strategies to achieve high customer engagement:

·      Understand Customer Journey: Map the customer journey and find all critical touchpoints to identify opportunities for engagement

·      Offer Personalized Service: Ask customers what they want, use their purchase or browsing history to deliver one-to-one experiences

·      Implement a Chatbot: Use AI-based Chatbots on business websites to send messages to customers based on their location, time on page, or the number of pages viewed to ensure 24*7 engagement

·      Content Gamification: Use gamified content in email marketing so that when customers play and win, they remember the brand and engage again with you in the future

·      Loyalty Programs: Implement a points-based loyalty program to make customers more invested in the brand, boost long-term engagement, and drive them back to you repeatedly

·      Social Competitions: Using a competition on social media, turn customers into brand advocates by asking them to share, retweet, comment, or tag your brand across social media channels in return for free gifts

Slide 4

The purpose of this slide is to showcase the key performance indicators to successfully measures customer engagement, such as Purchase Frequency, Average Order Value, and Repeat Purchase Rate.