Customer engagement is the key to improving a business’s bottom line. In fact, according to research from Forrester, companies with high levels of customer engagement have 20% higher growth rates over time than those with lower levels. But how do you measure customer engagement? How can you improve it? Here are six ways to get started:
How to measure customer engagement
The first and most important step in improving customer engagement is measuring it. This can be done using any number of metrics, from simple click-through rates to more complex ones like net promoter score (NPS).
With that said, let’s take a look at what constitutes good data for measuring customer engagement:
- The metric should be relevant to the business. For example, if you’re selling shoes online and your NPS is low but your conversion rate is high, then this probably means that there are better ways for you to spend time on improving conversions than trying new things with customers’ feedback—especially since they’ll probably still have issues with their shoes regardless of whether or not they leave feedback!
- It should be easy enough to collect data about customers’ experiences so that everyone involved—including managers and employees who may not have much experience working with technology—can easily access it at any given time during their workday without too much effort required by either party involved (i..e., no need for additional software downloads).
Measure the right metrics
The most effective way to improve customer engagement is by measuring the right metrics. You need a tool that can help you determine how your customers feel about their interactions with your company, as well as how much value they’re getting from those interactions.
The first step in using these tools is understanding what your goals are for each metric—and then setting out a plan for reaching them. This will involve creating an action plan that outlines specific actions that need to happen in order for you to achieve your goal (for example: increasing conversion rate). Once this has been done, it’s time to start implementing!
Integrate external and internal customer data
One of the biggest challenges for companies is integrating external and internal data. In order to improve customer engagement, you need to be able to understand how your customers use technology and what they want from it. This can be done through a variety of methods, such as:
- Using external data
- Using internal data
Set up automation systems to track relationships
One of the best ways to track customer engagement is through automation. Automation can be used to monitor customer behavior and track relationships, which would allow you to see how they interact with your brand over time. This will help you understand what works and what doesn’t in terms of customer retention strategies, as well as identify areas where improvements could be made.
For example, if a particular customer has been interacting with your brand for several months now but hasn’t purchased anything yet (this is called “cold-selling”), there may be something wrong with their experience or product offerings—such as an item that isn’t quite right for them or missing features they’d like included in future iterations of those products. By using automated systems such as an email address list and web analytics toolset (Google Analytics), it’s easy for businesses like yours’ managers/ownerships alike!
Generate smarter insights based on customer feedback
As a marketer, you know that your customers are the most valuable asset in any business. To keep them happy and engaged, it’s vital to understand how they feel about your products, services and overall experience. But how do you get real-time feedback from those who have actually used them?
The answer: by using technology. Customer feedback can help improve the quality of your products or services—and even inform marketing strategies—by providing insights into what works best for consumers at different stages of their product or service journey. For example, if a user has struggled with a feature on initial setup but later found it simple enough after some time spent getting familiar with it (or vice versa), then this could indicate that there may be improvements that need to be made before launch; meanwhile another user might find themselves overwhelmed by too many features instead of choosing just one or two features which would make up most parts of their life cycle when using such an app/software program; these types of insights will help companies decide where focus goes next so as not only improve existing offerings but create new ones too!
Measuring customer engagement is the first step in improving it.
Measuring customer engagement is the first step in improving it. But how do you know if your customers are engaged? The answer is simple: measure it.
- If a product is free, then use only A/B tests to see which version gets more downloads or signups. Don’t forget that this data will also help you see what parts of your site need improvement and where they succeed compared with other sites on similar topics (like marketing).
- If a service costs money but has no tutorials or tutorials that don’t work well enough for users’ needs (for example), try running an experiment where people without any experience with the product can still use it successfully after being guided by someone familiar with its inner workings.*
We hope this article has given you a sense of what to do if you want to improve your company’s customer engagement. It’s not easy, but it can be done—and it will pay off in the long run. The first step is measuring the right metrics, and that means starting with the basics: how many people are engaging with your product on any given day? Once you have those numbers, work on automating as much of these processes as possible so they happen automatically whenever possible. Then look at all this data together with external sources like social media accounts and third-party research firms who specialize in customer satisfaction surveys. Put all this information together into one place where anyone in your organization can access without having too much knowledge about what they’re looking for!