Listening to each individual customer is the core of Online Engagement. Marketers ‘listen’ online to determine who a customer is, what he or she is looking for, and how involved they are with the brand. All in order to proactively help customers in their search by using targeted, relevant messages across all online channels. The goal is to improve customer satisfaction in the long term and increase conversion ratios in the short term.
The research conclusively shows that Online Engagement is growing rapidly. Although currently only 15% of the respondents indicate to practice Online Engagement, 57% say they are gearing up to get started.
Does it work?
Why Online Engagement? Most marketers use this technique to increase customer satisfaction and reduce churn rate (the number of customers who leave a company). However, Online Engagement also produces short-term results. Marketers report about 30 to 100 more clicks, 60% to 70% more conversion and sometimes even up to 50% more revenue when customized messages are used.
See the infographic below or download the full report on online engagement.