Customer Engagement Introduction KPIs And Ways To Boost It Edu Ppt
This PPT deck covers the concept of customer engagement and its significance. It also covers the difference between customer service and customer engagement, along with the techniques to boost customer engagement which are offer personalized service, run loyalty programs, and implement a chatbot. Further, it contains the KPIs to successfully measures customer engagement, such as purchase frequency, average order value, and repeat purchase rate.
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Content of this Powerpoint Presentation
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.
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