How a customer engagement platform builds brand loyalty

Product matters. Innovation, pricing and delivery all matter. But what many businesses overlook is the importance of experience. That is, the experience their customers have throughout the buying and support process over the customer lifetime.

Poor customer experience can impact brand loyalty, customer retention rate and brand perception in the market.

With advancements in AI and technology in general, businesses can deliver successful customer support with ease. The new-generation customer engagement platforms or digital communications platforms deliver a frictionless experience, on both the business and customer side.

We explore the importance of customer engagement and experience, along with AI solutions to improve it.

Why customer experience matters

Your customer’s experience is crucial at every touchpoint a customer has with your brand. This includes everything from advertising and sales calls to purchasing and after-sales support. It’s also your customer’s experience with the product, its packaging and its performance.

When there is a disconnect at any point in the process and your customer support platform, it creates a jarring experience. The customer raves about the product, but their opinion of the brand changes when they can’t access the customer support they need to fix a minor issue.

Consider a brand like Amazon. They know the importance of understanding your customer and offer a simple customer experience value proposition. That is, low prices, fast delivery and a large range of choices.

This is a proposition they deliver well and consistently: creating a seamless experience for their customers, who always know what to expect from Amazon.

Customer experience isn’t a fluffy ‘nice-to-have’. Research shows that customers are willing to pay a 16% premium for a good customer experience. They are also willing to share more of their personal data with brands that offer a quality customer experience.

The importance and benefits of customer engagement

Beyond customer experience is how you engage with your customers. This is in your face-to-face interactions, via your customer engagement platform or any other interactions you have with your customers.

A business needs a successful customer experience to enable higher customer engagement. After all, what is a CX strategy if you don’t have your eyes on the prize of reducing customer churn and creating strong engagement with your customers?

Strong customer engagement can lead to higher average order values, higher repeat purchase rates, more frequent purchasing behaviours and greater interactions with your brand online.

Brand loyalty strategies are underpinned by strong customer engagement: engaged customers buy into your brand; they are loyal because they can trust not only your product but also the experience that comes with it. When brands take the time to engage with their customers, it doesn’t go unnoticed.

Streamline with AI customer engagement

Research has found that companies can see project productivity gains of 15% when they invest in automation. AI-powered customer engagement platforms are increasingly sophisticated, able to respond to customers in real time, analysing customer data and learning as they go.

That data analysis is invaluable to your business. You can convert that data into proactive strategies that turn your customer experience on its head. Instead of waiting for customers to contact support, your customer retention software can identify opportunities to take action that surprises and delights.

Customer support is a must. But think how incredible your customer experience would be if your customers never actually needed to use it.

Increase your engagement with Pendula

Thinking about how to increase customer retention for your business? Pendula’s proactive customer retention platform is a simplified solution, designed to help enterprise businesses and mid-market organisations streamline their customer’s experience. Contact us today to talk to an expert.