Customer engagement can help you to create more meaningful relationships with your customers. To have a positive effect on your business, customer engagement should be one of the main pillars of your marketing strategy. Customer engagement may sound like a vague term that’s difficult to define in terms of what it entails and how it works. The truth is, customer engagement constitutes several practical steps you can take to help strengthen the bonds between your company and your clients.

Customer engagement is about building strong relationships

Customer engagement is about building strong relationships. It’s about building trust and credibility with your customers by focusing on their experience, not just the products you offer them. Consistent communication has a similar effect. If your customers receive the same message from different sources, they will begin to trust it more.

For example, if you have multiple social media pages and those pages all share the same information, then your audience will come to rely on that information as being trustworthy about understanding the customer and responding to their needs. It’s about knowing what they want and being able to deliver it in a way that makes them feel appreciated, listened to, and respected.

Customer engagement is about building trust and credibility

Transparent, honest, and consistent communication builds credibility. To build trust, you need to be helpful, courteous, and reliable. Being transparent means being honest with your customers – no matter how difficult it might be for you or your brand. You can’t hide the truth from your audience; if something goes wrong (and it will), then you need to openly share what happened when it happened – not six months later when someone discovers it by chance on their own.

Focusing on the customer’s experience

Focusing on the customer’s experience is not just about the product, service, brand, or channel. Successful companies are constantly working to understand how their customers interact with their products and services so they can provide an unparalleled experience across all channels. This is because  no matter where you go in your journey as a customer, from initial contact through purchase and beyond, you should feel like you’re getting great service from someone who cares about what you want to buy.

Customer engagement comes from multiple touchpoints

Customer engagement is about building relationships, trust, and credibility. It’s a focus on the customer experience. This means that the goal of your customer engagement strategy should be to deliver something different through each channel you use to interact with your customers.

When it comes to social media, for example, you could show that you care about their opinions by asking a question in a post or responding to comments on Facebook – this shows people that you value them as individuals You also may want to consider using the power of video to tell stories about your products or services – this gets them excited about what they’ll get from interacting with your brand (and makes them feel good too).


In the end, you’re all looking for ways to improve your customer engagement. When you start with best practices that are proven to work, it makes it easier to achieve your goals. Customer engagement is about focusing on the customer’s experience, not just your sales pitch. It’s about building strong relationships with your customers by listening to their needs and providing them with solutions that solve those problems.