Customer engagement means providing your customers with a connected experience. It suggests optimizing your operations, team structure as well as technology to develop a connected feedback loop. By establishing good customer engagement, businesses can understand customers' evolving requirements and create perfect brand integrity.
Some experts say personalized customer engagement will depend on an integrated and useful tech stack. For instance, a connected CRM can offer a 360-degree view of every customer. But what are the major metrics to evaluate customer engagement? Learn more about this here.
Dimensions Of Customer Engagement
- Volume - How many interactions take place during a customer journey.
- Longevity - Total duration of interactions.
- Context - The situation under which the interactions took place, for instance, post-purchase, doubts, during promotion, etc.
- Proactiveness - Whether the customers interact with the business without promotion.
Some Ways to Measure Your Customer Engagement
Just like your marketing activity, measuring and tracking customer engagement performance is crucial. This will help you to understand how your customers are responding, and you can optimize their activities. Some crucial metrics that evaluate customer engagement are:
Time On Page
The total amount of time visitors spend on your web pages can show how engaged the visitors are with your content. You can optimize the pages with high time spent to enjoy more engagement.
Conversion Rates
This can show how well your current campaign is performing. Whether it is about buying a product, submitting a form or downloading a catalog, by analyzing the conversion rate, you can know that your customers are engaged with the campaign.
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