Engagement That Powers Customer Experience In The Digital Age

In today’s digital era, consumer engagement is crucial for brands to stay competitive and retain a loyal consumer base. With the rise of online platforms and increased accessibility to information, consumers now have more options at their fingertips. As a result, poor consumer service can easily disappoint consumers, resulting in significant losses for brands and businesses. 

Studies show that a staggering 89% of consumers have switched to a different brand due to a bad consumer service experience. As we know, the saying ‘consumer is King’, tells brands of the importance of focusing on the needs and wants of consumers. And with today’s consumers increasingly displaying digital behaviour and going beyond just the purchase aspect, brands and business have the uphill task of keeping consumers comfortable and covered in every possible way.

Today, it is not just the product, but also the experience of buying the product, that has started to gain attention. And the interactions and guidance offered by brands and businesses at every touchpoint along the way, is something that consumers notice, making the overall experience that much more critical. 

Thanks to digital technologies, brands and business can provide necessary engagement and support, improve the holistic experience, and make the consumer feel that someone is walking the purchase journey alongside them.

With wide-ranging virtual tools and resources available to enhance their engagement strategies, it has become easier for brands to always stay connected with consumers and strengthen brand recall. 

Let’s look at some of the modern-day digital engagement channels.