{"id":77341,"date":"2022-06-10T16:35:31","date_gmt":"2022-06-10T16:35:31","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=77341"},"modified":"2024-02-13T13:56:40","modified_gmt":"2024-02-13T13:56:40","slug":"stats-about-customer-engagement","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/stats-about-customer-engagement\/","title":{"rendered":"Stats about Customer Engagement"},"content":{"rendered":"

Are businesses really about what they claim to be? Products or services? How about profits? I guess we can also count on that as well. They are about people, and that is what matters most. It is the story we tell about people that matters most.\u00a0 As a result, you should use that story in a way that engages your customers and drives them to return for more.\u00a0<\/span><\/p>\n

 <\/p>\n

Customer satisfaction is always the most important thing:<\/span><\/p>\n

 <\/p>\n

Almost eighty-six percent of buyers (86%) would be willing to pay more for better customer service.<\/span><\/p>\n

 <\/p>\n

\u00a0It is worth noting that 54% of the customers believe that companies must fundamentally transform how they engage with their customers.<\/span><\/p>\n

 <\/p>\n

The majority of customers believe that the best way to entice and engage them is through surprise gifts and offers.<\/span><\/p>\n

 <\/p>\n

\u00a0If given a discount, 30% of lapsed app users said that they would return to the app if offered a discount.<\/span><\/p>\n

 <\/p>\n

According to 64% of the customers, tailored engagement based on past interactions is what they expect from brands.<\/span><\/p>\n

 <\/p>\n

Sixty-seven percent of customers prefer to do their own thing rather than speak to a company representative.<\/span><\/p>\n

 <\/p>\n

There is a 52% reduction in customer engagement caused by a bad mobile experience, according to the study.<\/span><\/p>\n

 <\/p>\n

Statistics about the Customer Engagement Industry:<\/span><\/p>\n

 <\/p>\n

\u00a0Within the next few years, AI and machine learning will be used to automate almost forty percent of all customer interactions.<\/span><\/p>\n

 <\/p>\n

More than three-quarters of companies don’t ask their customers for feedback on their interactions regularly.<\/span><\/p>\n

 <\/p>\n

\u00a0In comparison to those visitors that are not re-targeted, there is a 70% greater likelihood of converting re-targeted visitors.<\/span><\/p>\n

 <\/p>\n

Pricing and quality have a significant influence on consumer engagement, with 81%, 80%, and 55% respectively.\u00a0<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Statistics on Customer Engagement Best Practices:<\/span><\/p>\n

 <\/p>\n

Approximately 75% of marketers believe that the highest level of engagement occurs at the middle and\/or end of the marketing funnel.<\/span><\/p>\n

 <\/p>\n

It is a proven fact that almost 78% of customers prefer omni-channel customer engagement.<\/span><\/p>\n

 <\/p>\n

Those customers who are fully engaged have a 23% higher share of profitability, revenue, and relationship growth compared to those who are not fully engaged.<\/span><\/p>\n

 <\/p>\n

Successful B2B companies realize a 63% lower customer attrition rate when they engage their customers effectively. In addition to this, they also manage to increase their share of wallet by 55%, and their productivity by 50%.<\/span><\/p>\n

 <\/p>\n

The mobile app audience grew by 31% year-over-year in 2020, as compared to 16% in 2019.<\/span><\/p>\n

 <\/p>\n

It has taken roughly five years for the shift towards e-commerce to accelerate since the COVID-19 pandemic began.<\/span><\/p>\n

Discover how Airship\u2019s acquisition of ReplyBuy extends our platform beyond customer engagement, enabling direct commerce, payments, and customer conversations through direct partnerships between Airship and ReplyBuy.<\/span><\/p>\n

 <\/p>\n

An average of 94% of consumers who rate a company as “very good” in terms of their CX are likely to buy from that company more products or services in the future.<\/span><\/p>\n

Make sure that you are there for your customers at every stage of their customer journey so that they can have a seamless and relevant experience.<\/span><\/p>\n

 <\/p>\n

In the United States, 28% of consumers want to be able to pay for goods using their smartphones at all times.<\/span><\/p>\n

There are a lot of reasons to believe that mobile wallets are a good channel and tool for the customer and for the brand. Customers adore the convenience of always having up-to-date coupons, tickets, boarding passes, and loyalty cards at their fingertips. Moreover, mobile wallet passes are incredibly popular because they create a whole new channel for engaging customer’s on mobile – without the need to download an app.<\/span><\/p>\n

 <\/p>\n

52% of customers expect that offers will always be personalized, up from 49% of customers in 2019.<\/span><\/p>\n

With a multi-channel approach that delivers meaningful, personalized messages, you can show your customers that you understand and appreciate their business, in order to build their loyalty.\u00a0<\/span><\/p>\n

 <\/p>\n

According to a recent survey, 81% of Americans own smartphones, up from 35% only four years ago.<\/span><\/p>\n

To meet the high expectations of their customers, brands need to offer excellent mobile experience to meet the high demands of their customers.<\/span><\/p>\n

 <\/p>\n

By the year 2020, there will be more than 80 percent of companies investing in an omni-channel customer experience, up from 20% in the year 2000.<\/span><\/p>\n

I think it’s important to engage customers where they are, and give them access to your messages and products in a way that is convenient to them. You can find more information about cross-channel acquisition by visiting our website.\u00a0<\/span><\/p>\n

 <\/p>\n

According to the latest reports, consumer spending on mobile will reach $102B in 2020, up 2.1x from 2016.<\/span><\/p>\n

Don’t miss out on your customers when they’re on the go, especially on their mobile devices. The Airship platform’s open architecture makes it easy to reach customers on any device or channel to drive purchases and drive loyalty.<\/span><\/p>\n

 <\/p>\n

In 2019, there were 1 trillion accesses to finance apps around the world, a remarkable increase of 100% over 2017.<\/span><\/p>\n

Make sure your customers are able to stay connected to their money by providing more ways to do so and personalizing every interaction with your company. Using any device or channel, you can send real-time and valuable messages in an intuitive, intuitive way.<\/span><\/p>\n

 <\/p>\n

Only 29% of consumers say that they are actually able to get a seamless experience across all channels, even though 71% of consumers believe they should.<\/span><\/p>\n

We offer a customer engagement platform that’s designed for the future, so you have maximum flexibility to optimize the channels you’re using now while being able to easily integrate new channels – via a centralized interface.<\/span><\/p>\n

 <\/p>\n

\u00a0The number of shoppers who prioritize reliability (70%) and convenience (68%) when making online purchasing decisions continues to rise.<\/span><\/p>\n

 <\/p>\n

The number of average app opens per user and the number of average notifications opened directly from the app have both increased 29% since the beginning of the COVID-19 pandemic.<\/span><\/p>\n

As your customer enters the acquisition phase, you want to make sure they see – quickly – how your products and services will make their lives much easier once they start using them.<\/span><\/p>\n

 <\/p>\n

There are 76% of customers who prefer different channels depending on the context in which they are dealing.<\/span><\/p>\n

Any time your brand engages with your customers, they expect a seamless experience no matter where they are. In order to create meaningful customer experiences that are coordinated across all of your channels, it is essential to have a centralized place where customer messages are coordinated across all of your channels.<\/span><\/p>\n

 <\/p>\n

According to the Pew Research Center, roughly 60% of U.S. adults get news on a mobile device, while 30% of them get news on a desktop or laptop computer.<\/span><\/p>\n

 <\/p>\n

After experiencing a bad experience with a brand they love, 32% of consumers will decide to no longer purchase from that brand.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engaging customers in a successful manner<\/span><\/p>\n

 <\/p>\n

Netflix was the leading brand in the category of online entertainment, achieving a ranking of 89% based on how well the brand met consumer expectations compared to the consumer-driven and category-specific ideal.<\/span><\/p>\n

It is a source of information that Statista provides.<\/span><\/p>\n

Any business that wishes to succeed must be able to engage its customers actively. The way to accomplish that effectively is by ensuring that customer expectations are met at all times. As part of Netflix’s effort to learn what their subscribers really want to see on their platform, they analyzed search history to determine what they would like to see. It is also worth noting that many of their customers are quite satisfied with the fact that they don’t have to pitch their ideas, but are gradually able to see their desired shows on the streaming platform.<\/span><\/p>\n

 <\/p>\n

It is estimated that more than 60% of failed customer support calls could have been resolved with better data access. (Source: IBM)<\/span><\/p>\n

In order to establish successful customer engagement with your customers, you can gain access to data that will help you gain better insights into their behavior. If you want your operators to be able to answer your customers’ questions more effectively, you need to ensure that they have a better understanding of the products and services you offer. It gives you the opportunity to keep customers engaged with the brand and also helps to boost the brand’s loyalty.<\/span><\/p>\n

 <\/p>\n

With extensive personalization utilizing the next best action, the average revenue per user increases by 166%. (Source: IBM)<\/span><\/p>\n

In my opinion, this is one of the most important points in customer engagement and one that no company should miss out on. When the business provides a customized support experience to their customers, it becomes a straightforward process not just to increase customer engagement, but to increase revenue as well.<\/span><\/p>\n

 <\/p>\n

In fact, 79% of consumers state that the ability to speak to knowledgeable store associates is “important” or “very important.” (Source: Microsoft)<\/span><\/p>\n

You need to make sure not only your store associates, but also your support operators, have a considerable amount of knowledge of a process, if you want to keep your customer engagement high. This is due to the fact that more than 80% of customers find that to be an essential quality. These potent statistics on customer engagement will help you realize that by keeping your customer service agents up-to-date regarding product upgrades, you can engage them in an effective and active manner.<\/span><\/p>\n

 <\/p>\n

As a result of the above-mentioned successful customer engagement statistics, we can conclude that keeping a close eye on the customer expectations, proactively keeping operators informed about product updates and improvements, and offering personalized support will result in active customer engagement.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

The benefits of customer engagement<\/span><\/p>\n

 <\/p>\n

An average customer who is successful in engaging their customers represents an average 23% higher share of wallet, profitability, revenue, and relationship growth as compared to an average customer. (Source: Gallup)<\/span><\/p>\n

If you want your business to grow its revenue successfully, don’t ignore such statistics on customer engagement as they can help your business achieve success. As a result of successfully engaging your customers, you would be able to receive benefits such as higher profits, increased revenue, and improved customer relationship growth for your business.<\/span><\/p>\n

 <\/p>\n

In the consumer electronics industry, the most engaged customers bring in 44% more revenue, and the hospitality industry brings in 46% more revenue from fully engaged customers.<\/span><\/p>\n

(Source: Cognizant)<\/span><\/p>\n

In my opinion, this shows just how important customer engagement is for businesses to grow and succeed. That is one of the reasons why business owners are encouraged to develop strategies that would allow them to develop dynamic relationships with the customers naturally.<\/span><\/p>\n

 <\/p>\n

Customers who actively engage with their primary banking institution, compared to actively disengaged customers, bring 37% more revenue to their primary bank each year.<\/span><\/p>\n

(Source: Gallup)<\/span><\/p>\n

A study that has been conducted on customer engagement in the retail banking sector has also shown that correct strategies can be used to increase annual revenue, based on the findings.<\/span><\/p>\n

 <\/p>\n

Businesses that have been successful in engaging their B2B customers have reported 63% lower customer attrition rates. (Source: Gallup)<\/span><\/p>\n

Engagement with customers does not only benefit B2C businesses, it has benefits for B2B sectors as well. A B2B organization can easily lower customer attrition with an effective customer engagement strategy.<\/span><\/p>\n

 <\/p>\n

There was a 55% higher share of wallet for companies that engaged their B2B customers successfully. (Source: Gallup)<\/span><\/p>\n

This statistic about customer engagement totally proves how a business can earn more profits by implementing good strategies for customer engagement – so it is all the more important to get the best strategies in place to allow a business to prosper.<\/span><\/p>\n

 <\/p>\n

Companies that engage their B2B customers successfully report 50% higher productivity than those who do not. (Source: Gallup)<\/span><\/p>\n

The benefits of customer engagement strategies are not limited to the fact that they lead to greater revenues and profits, but it is something that should not be ignored. A clear example of how good customer engagement strategies also result in improved employee productivity can be seen in the above statistic on customer engagement.<\/span><\/p>\n

 <\/p>\n

This section clearly states what all benefits a company can attain by working on their engagement strategies by taking into account the statistics on customer engagement in this section. Additionally, it helps businesses increase profits and employee productivity as well as increasing revenue.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Challenges in Customer Engagement<\/span><\/p>\n

 <\/p>\n

 <\/p>\n

By the time your customers engage with you actually, 57% of a purchase decision has already been made. (Source: Oracle)<\/span><\/p>\n

There is a chance that your sales team or the support team might not have the opportunity to actually interact with the customers and keep them engaged with the brand or its products. One of the most challenging aspects of a customer engagement strategy comes down to the technical side.<\/span><\/p>\n

 <\/p>\n

Just 34% of complaints regarding goods and services were based on the quality or reliability of the goods or services, while 62% of complaints were based on the attitudes or competencies of staff members. (Source: Deloitte)<\/span><\/p>\n

Another challenge that this customer engagement stat discusses is the staff that fails to engage visitors actively on the website. It is therefore important to train your staff on a regular basis. It is important to note that this will increase the chances of not losing customers and create a great customer engagement equation.<\/span><\/p>\n

 <\/p>\n

It is interesting to note that most respondents (81%) are most concerned with getting their questions answered and, surprisingly, only 19% wish for companies to be aware of their mood and respond accordingly. (Source: Verint)<\/span><\/p>\n

According to this customer engagement statistic, it is evident that customers refrain from communicating their moods to companies 19% of the time when they are seeking support.<\/span><\/p>\n

 <\/p>\n

 <\/p>\n

In fact, 88% of consumers believe that online reviews are as trustworthy as personal recommendations. (Source: Verint)<\/span><\/p>\n

If you’ve put a lot of effort into engaging with your customers, they will leave you awesome feedback if you have really executed on this. If you do not do any of this, then you may end up facing lots of complaints online, which can lead to fewer visits on your website and a reduced conversion rate.<\/span><\/p>\n

 <\/p>\n

Since 2014, the trust consumers have in retail stores and manufacturers has declined by over half. (Source: Deloitte)<\/span><\/p>\n

When customer trust levels continue to erode at such a rapid pace, it will become all the more important for businesses to interact with their customers on an ongoing basis.<\/span><\/p>\n

 <\/p>\n

The customer engagement statistics collected for 2021 definitely indicate that one of the things your business will have to work towards is developing stronger customer engagement strategies, specifically given all the challenges that will need to be overcome.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Expectations of Customer Engagement<\/span><\/p>\n

 <\/p>\n

Among consumers, 91% said they would be more inclined to shop with a brand that offers personalized offers and makes recommendations relevant to them, and 83% said they were willing to share their data in order to accomplish this. (Source: Accenture)<\/span><\/p>\n

In the coming years, customer expectations are expected to grow even more. You must make sure that you learn them before beginning any sales process with them, so that you can guarantee the success of your sales process.<\/span><\/p>\n

 <\/p>\n

There is a 9X greater likelihood that leads generated by the website will convert if they are followed-up within 5 minutes. (Source: Oracle)<\/span><\/p>\n

In order to engage your customers, you need to follow up as soon as possible. This is one of the customer engagement facts that clearly shows that if you don’t learn how to follow up with qualified leads as quickly as possible, then it is unlikely you will convert them.<\/span><\/p>\n

 <\/p>\n

There is no doubt that over 95% of buyers choose to work with a company that provides ample, relevant information to guide them through every stage of the buying process.<\/span><\/p>\n

(Source: Oracle)<\/span><\/p>\n

As your business enters the purchasing lifecycle, you need to provide knowledgeable inputs to customers so as to stand true to the expectation that your business will stand true. As long as your operators are actively engaged, they will be able to bring more business to you during this time.<\/span><\/p>\n

 <\/p>\n

It has been reported that more than 60% of customers interact through multiple channels and that they expect consistency regardless of time, place, device, or medium.<\/span><\/p>\n

(Source: Deloitte)<\/span><\/p>\n

One of the keys to success is consistency – one of those sayings that you don’t just repeat out of habit. Ensure that you and your team are open to utilizing a number of different mediums for engagement when creating an active engagement strategy so that the customer understands that you are approachable and can openly engage with them when they are ready.<\/span><\/p>\n

 <\/p>\n

In today’s market, every business is under pressure to meet the expectations of their customers when it comes to engagement. This statistic is a testament to the fact that companies are looking for engagement. It is important to recognize your returning visitors, you should engage qualified prospects instantly, and you should provide knowledgeable information, which results in sales, while remaining consistent across all platforms of communication.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engagement of mobile customers<\/span><\/p>\n

 <\/p>\n

It is estimated that 78% of consumers use a mobile device when interacting with a business for support and customer service. When working with millennial consumers, the figure rises to 90%. (Source: Genesys)<\/span><\/p>\n

Make sure that when you are planning customer engagement strategies for your business, you also take into account the use of mobile devices. The quickest and easiest way to ensure that your team is able to engage with customers as they happen is to ensure that they have access to such tools so they can work wherever they happen to be. This does not mean that they are restricted to working only from a computer screen.<\/span><\/p>\n

 <\/p>\n

It is estimated that about half of all consumers will use mobile messaging apps for customer support and service. (Source: Genesys)<\/span><\/p>\n

It is clear that this is one of the trends in customer engagement that everybody knows about. However, your customer engagement strategy needs to revolve around such trends and facts in order to make sure that you are able to easily implement them for achieving successful customer engagement.<\/span><\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

A majority of millennials (72%) believe that a phone call is not the best method of resolving customer service issues. (Source: IBM)<\/span><\/p>\n

Another point clarified by these statistics on customer engagement is another possible pain point for customers – phone support. It is extremely rare that we hear about customer complaints on the phone these days because companies have tools such as live chat software, ticketing software, and self-help centers. These tools are available to you as well. By taking advantage of these tools, you will be able to reduce the time it takes to reply to customer inquiries.<\/span><\/p>\n

 <\/p>\n

There is nothing more satisfying for your customers than being able to connect with a business no matter where they may be. The other side of the equation is that if you give your operators this facility to provide timely support and engagement services to customers, you’ll be able to cover more customers in one go. Additionally, you will be able to make sure that you don’t miss out on the customer support queries.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

The impact of customer engagement on sales<\/span><\/p>\n

 <\/p>\n

A hotel guest that is fully engaged spends 46 percent more per year than a guest who is actively disengaged. (Source: Gallup)<\/span><\/p>\n

You will appreciate seeing your customers spending more money on your services if you invest in customer engagement strategies.<\/span><\/p>\n

 <\/p>\n

The current state of digital buyer penetration worldwide is 46.4% and will increase to 47.3% by the end of 2018 – this was estimated. (Source: Amasty)<\/span><\/p>\n

There is a lot that can be said about how digital customers are important to a business, and while creating engagement strategies, don’t forget to include such customers as well. When approaching your business, seek out various platforms that they are comfortable with.<\/span><\/p>\n

 <\/p>\n

As a result of the statistics under this section of customer engagement, you can safely assume that if you invest in building smart strategies, your sales will likely increase.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engaging customers in a personalized manner<\/span><\/p>\n

 <\/p>\n

There are 45% of baby boomers (age 55 and over) who value privacy over personalization. (Source: Genesys)<\/span><\/p>\n

In the past, we have used customer engagement statistics as a way to understand how we need to better understand our customers so we can engage with them and provide them with awesome products. While getting to know our customers is important, the need to protect their privacy is also a concern, and they will not willingly give up their privacy to interact with a brand. It is also very important that you make sure that regardless of what kind of live chat software or customer relationship management platform you choose to use, it is secure enough to protect your customer information.<\/span><\/p>\n

 <\/p>\n

Marketers still rank personalization as the most important factor in their marketing plans, with 36% choosing to deliver personalized experiences in real time as their top priority, and 40% choosing to do so with their agencies.<\/span><\/p>\n

(Source: Adobe)<\/span><\/p>\n

In order to create a meaningful connection with your customers, it is essential to create a personal, engaging conversation so they recognize the effort you put forth. If you are going to do this, however, make sure that you are able to use the right customer service tools.<\/span><\/p>\n

 <\/p>\n

A total of 38% of all digital revenues are influenced by personalization.<\/span><\/p>\n

(Source: Microsoft)<\/span><\/p>\n

As an effective way to keep your customers happy with your services, you need to personalize conversations with them while interacting with them. This is because delighted customers are equivalent to more business for your company.<\/span><\/p>\n

 <\/p>\n

In fact, 70% of consumers say that understanding their individual needs influences their loyalty to a company, and 69% say that personalized customer care influences their loyalty as well. (Source: Microsoft)<\/span><\/p>\n

Providing personalized customer service experience to your customers is a challenging task that requires operators to be very mindful of. Your customer service experience will have a direct impact on their purchase decision and thus your revenues.<\/span><\/p>\n

 <\/p>\n

The majority of consumers believe that getting a tailored experience across all digital channels within a brand is an important aspect. (Source: Microsoft)<\/span><\/p>\n

It is always a good idea to use more than one channel for both support and sales in order to keep your customers engaged with your brand. If you want to personalize your website, make sure you maintain the same standard across all platforms.<\/span><\/p>\n

 <\/p>\n

The major part of your operators’ responsibility, therefore, is to think about a wide range of factors that can have an impact on the decision-making process of the customers. The fact that your operators should think about securing customers’ information and making them realize their importance through a personalized support process are just a few of the things they should bear in mind when engaging with clients.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engagement of Customers and Its Impact<\/span><\/p>\n

 <\/p>\n

There are 18% of those surveyed who stated that providing more personalized, targeted engagements and experiences for their customers will be one of their top three priorities in the coming year. (Source: Statista)<\/span><\/p>\n

While providing customer support, your operator should focus on factors such as conversational personalization, constant engagement, and the overall experience when providing customer support.<\/span><\/p>\n

 <\/p>\n

There is a 147% difference between companies with highly engaged employees and their competitors. (Source: Microsoft)<\/span><\/p>\n

This statistic indicates that you should also invest in your employees when it comes to customer engagement. You won’t be able to gain a competitive advantage if you don’t invest in your employees.<\/span><\/p>\n

 <\/p>\n

In the last year, 64% of consumers have avoided both brick-and-mortar and online retailers due to a bad experience with a particular brand.<\/span><\/p>\n

(Source: Microsoft)<\/span><\/p>\n

Engaging customers is a positive experience for any company. It is true, however, that certain practices like irregular updates, not being able to communicate on a customer’s preferred platform and other practices tend to put off some customers. They tend to remember these bad experiences for a long time after these bad experiences have occurred.<\/span><\/p>\n

 <\/p>\n

DE AICI<\/b><\/p>\n

 <\/p>\n

Companies with above-average customer service perform better financially than their competitors in 73% of cases. (Source: Temkin Group)<\/span><\/p>\n

It is important for business owners who want their business to perform better in terms of revenues, to ensure that the customer experience their operators build is always above average.<\/span><\/p>\n

 <\/p>\n

The above-mentioned statistics point out that there are various impacts of customer engagement which can be seen from them. However, when it comes to great revenues, happy employees, and a competitive edge, these are some of the major highlights that you ought to pay attention to.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Customer Engagement in the Future<\/span><\/p>\n

 <\/p>\n

More than half of marketing professionals in North America looked to increase customer engagement as one of their top objectives when looking for ways to enhance customer service. (Source: eMarketer)<\/span><\/p>\n

In addition, one of the future customer engagement trends is going to be how marketing professionals plan to focus a lot more attention on enhancing the customer experience.<\/span><\/p>\n

 <\/p>\n

In the next year, 32% of companies will increase their investments in planning and forecasting technologies, according to a survey conducted by the Enterprise Technology Council. (Source: Microsoft)<\/span><\/p>\n

In addition, another customer engagement fact shows that companies plan to invest in technologies which will help them to predict and forecast the engagement trends in the future. By doing this, companies will be able to better prepare for upcoming communication challenges and understand the needs of their customers better.<\/span><\/p>\n

 <\/p>\n

It is evident that the future of customer engagement is bright, especially if companies plan to invest in technologies that will allow them to fully understand their customers’ buying patterns. If they engage with the customer when it is appropriate and let them be on their own when it is not, they will be able to better understand when to engage.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

The Role of Social Media in Customer Engagement<\/span><\/p>\n

 <\/p>\n

\u00a0Millennials are more likely to use Facebook Messenger than other social networks, as compared to other platforms. (Source: Genesys)<\/span><\/p>\n

Based on the social media statistics regarding customer engagement, one thing that we can take away is the fact that most millennials are easily found on Facebook. As a result, this is definitely a platform where you should think about including your brand as one of the platforms where you can effectively engage with your customers.<\/span><\/p>\n

 <\/p>\n

Approximately 75% of people expect a response in less than five minutes to social-generated inquiries. (Source: Oracle)<\/span><\/p>\n

Social media platforms will allow you to engage with your customers easily as most people spend a lot of time on them. If you engage them, make sure you also answer their questions. If you fail to do so, then they may lose interest completely, and you will lose your chance at engaging them.<\/span><\/p>\n

 <\/p>\n

There are 18% higher rates of engagement on Thursdays and Fridays than on any other day. (Source: Invespcro)<\/span><\/p>\n

For example, if you’d like to engage with your customers more actively, you should find out the days or timings during which they’d like to spend time surfing on social media platforms. Using this approach will help you capture a greater number of qualified leads and increase your business.<\/span><\/p>\n

 <\/p>\n

Facebook posts with fewer than 250 characters receive 60% more engagement. (Source: Invespcro)<\/span><\/p>\n

To engage more people on your posts, keep them crisp, clear, and short. That way, they’ll be able to make a decision more quickly. It leaves you with a great takeaway and a strategy for engaging with your target audience faster with this customer engagement social media statistic.<\/span><\/p>\n

 <\/p>\n

When your brand tweets more than three times a day, engagement on Twitter decreases. (Source: Invespcro)<\/span><\/p>\n

It’s great to engage with customers regularly. If you bombard them with too many social media posts in a day, they may become annoyed. In addition, they’ll probably be forced to silent notifications whenever your brand posts something new.<\/span><\/p>\n

 <\/p>\n

Conclusion: The above-mentioned customer engagement social media statistics show how crucial it is for brands to use their social media handles effectively.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engaging customers through Live Chat and Customer Engagement<\/span><\/p>\n

 <\/p>\n

When it comes to interacting digitally with a company, online chat, and live support is the most preferred channel for 41% of consumers in Europe.<\/span><\/p>\n

(Source: Statista)<\/span><\/p>\n

Customers, not just in Europe, but around the world, prefer to communicate via live chat software when it comes to digital engagement. It is a very fast and efficient system, which helps customers get a quicker response to their questions and doubts.<\/span><\/p>\n

 <\/p>\n

It has been found that 42% of consumers prefer live chat functions over the telephone because they do not have to wait on hold. (Source: Inc)<\/span><\/p>\n

One reason why customers prefer not to use legacy customer support tools is that they may have to wait or be put on hold. The use of live chat in the market is gaining more and more relevance because of this reason.<\/span><\/p>\n

 <\/p>\n

The important thing to remember is that engagement is good for business. Although it might not lead to the same results as engaging a customer as quickly as possible would. The benefits of live chat are that it helps you connect with your customers faster and provide instant solutions.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Keeping Customers Engaged & Retaining<\/span><\/p>\n

 <\/p>\n

It is estimated that marketing professionals in the United States and Europe need to bring in five and seven customers, respectively, in order to equal the revenue of one repeat customer.<\/span><\/p>\n

(Source: Adobe)<\/span><\/p>\n

 <\/p>\n

I feel that this customer engagement statistic is a clear indication of what needs to be done to keep our brand in the minds of our customers. To have a customer return to your brand in the future, you will have to get more than five customers before one comes back to you again.<\/span><\/p>\n

 <\/p>\n

Consumers are more likely to shop with brands who recognize, remember, and suggest relevant offers and recommendations to them, according to 91% of consumers.<\/span><\/p>\n

(Source: Microsoft)<\/span><\/p>\n

Using live chat software, you can let your operators know when a customer returns to your site. The tool provides you with the ability to see how many times they have been on a website and when was the last time they interacted with one of your operators.<\/span><\/p>\n

 <\/p>\n

The takeaway: Retaining customers is not rocket science. It does, however, require you to pay attention and be mindful. It is a good idea to not treat your returning customers as if they were new ones. In such a case, they might feel offended, and they’ll most likely look for another alternative on the market to satisfy their needs.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Loyalty & Engagement with Customers<\/span><\/p>\n

 <\/p>\n

Sixty-one percent of customers (across all sectors) have been with their current provider for more than three years. (Source: Verint)<\/span><\/p>\n

Keeping in touch with your customers, telling them about the upcoming offers, and keeping them informed about a variety of factors is one of the reasons they stay loyal to your brand.<\/span><\/p>\n

 <\/p>\n

\u00a096% of customers choose a brand based on its customer service. (Source: Microsoft)<\/span><\/p>\n

In order to keep customers loyal to your brand, ensure you create the best experience possible.<\/span><\/p>\n

 <\/p>\n

France and Germany have the highest levels of long-term loyalty, with 72% and 66% of users staying with their current providers for three years or more. (Source: Verint)<\/span><\/p>\n

Loyalty cannot be earned in a day or two. As the brand progresses toward success, you need to keep existing customers engaged. Customers should not feel left out as the brand advances.<\/span><\/p>\n

 <\/p>\n

Only 8% of all visitors in the US are returning or repeat buyers, which generate 40% of revenue. (Source: Adobe)<\/span><\/p>\n

Make sure you have good engagement strategies in place in order to increase the number of returning or repeat customers. You cannot convince them to return to your brand unless you actively engage with them.<\/span><\/p>\n

 <\/p>\n

Make sure that your business curates the best engagement strategies to convert your customers into loyal ones. In order to engage your customers, you can’t just send them an email about an upcoming product update or initiate a chat when they land on an important page. Taking the time to personalize your engagement with the customers is essential in order to actually make them brand loyal.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engaging customers and providing excellent customer service<\/span><\/p>\n

 <\/p>\n

17 percent of centers are able to identify problems that have a negative impact on the customer experience. (Source: IBM)<\/span><\/p>\n

The goal of a customer service center is to identify issues that can have a negative impact on the customer’s experience. By doing this, your operators have an easier time dealing with issues that they may face when engaging with customers.<\/span><\/p>\n

 <\/p>\n

62% of retailers state that they are creating a competitive advantage for their organizations by using data analytics and information (including big data).<\/span><\/p>\n

(Source: Microsoft)<\/span><\/p>\n

As soon as a company has a good amount of data at hand, they are able to easily make changes to their marketing and customer engagement strategies within no time at all.\u00a0<\/span><\/p>\n

 <\/p>\n

The bottom line is that customer engagement and service go hand in hand. In light of this, you should know that making changes to your customer service strategy will likely have a spillover effect on your engagement strategy as well, thus making sure that you plan accordingly.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Engaging and interacting with consumers<\/span><\/p>\n

 <\/p>\n

\u00a0According to a survey of 46.5% of organisations published in 2018, employee engagement in customer experience (CX) is reactive and driven by an organization-wide culture framework. As a result of the survey, 29.3% of customers rated an organization’s ability to provide good customer service seven out of ten (7\/10). (Source: Statista)<\/span><\/p>\n

The customer experience and employee engagement go hand-in-hand. Moreover, according to Statista, 29.3% of customers agree that they are more likely to engage with a company if they rate its customer experience capability at or above 7\/10.<\/span><\/p>\n

 <\/p>\n

According to the MEA region, employee engagement in customer experience is largely reactive, with only 35.7% (42.4%) of organizations adopting a proactive approach in which employees actively (and even enthusiastically) live the brand as they deliver customer service. (Source: Dimension Data)<\/span><\/p>\n

Based on the statistics above, it can be concluded that you need to be proactive when you make an effort to build an experience for your customers. So in other words, when your operators engage with your customers, suggest they be proactive rather than reactive. Often, proactive outreach to your customers has a benefit not just to the customer, but also to the company’s revenue when done in a proactive way.<\/span><\/p>\n

 <\/p>\n

\u00a0Over half of consumers say the overall experience of using a product or service is one of the most important factors in their decision to purchase.<\/span><\/p>\n

(Source: Deloitte)<\/span><\/p>\n

It is a proven fact that customer retention is directly proportional to the quality of the customer experience. Thus, if you engage proactively and provide a great support experience to your customers, you will notice an increase in your sales and brand loyalty.<\/span><\/p>\n

 <\/p>\n

In a nutshell, this section discusses how great customer engagement experiences can help your organization build customer loyalty.<\/span><\/p>\n

 <\/p>\n

————<\/span><\/p>\n

 <\/p>\n

Summary\u00a0<\/span><\/p>\n

 <\/p>\n

Any company, no matter which industry they are in, must ensure that they are engaging with their customers. In order to be successful as a business, you need to make your customers happy. With this list, we hope that you will learn something about what makes a business successful. That is because it is a good step forward in making your marketing strategy more customer-oriented. If you would like to know more about how you can engage your users, please don’t hesitate to contact us. We will be happy to answer any questions you might have!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Are businesses really about what they claim to be? Products or services? How about profits? I guess we can also […]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[74],"tags":[],"yst_prominent_words":[309,329,396,450,963,1087,1509,1523,1762,1913],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77341"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=77341"}],"version-history":[{"count":3,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77341\/revisions"}],"predecessor-version":[{"id":132701,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77341\/revisions\/132701"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=77341"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=77341"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=77341"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=77341"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}