Customer Engagement Trends In The Retail And Commerce Industry
Customer Engagement Uncategorized

Customer Engagement Trends In The Retail And Commerce Industry

  • According to PWC, about 86% of buyers are willing to pay more for a better customer experience.
  • A Microsoft report found that by 2025, 95% of customer interactions will be through AI-powered channels.
  • 91% of customers report that they are more likely to shop with brands who recognize and remember them, as well as offer relevant offers and recommendations. (Accenture)

As illustrated in the stats above, customer service is becoming increasingly important in the retail and e-commerce industry thanks to trends like AR, AI, and chat-bots.
Below are three key customer engagement trends to keep in mind:

  • Customers Want To Be Heard And Have Their Voice
  • They Want More Personalized Service
  • They Are Expecting More From Brands Today

In the retail and commerce industry, customer engagement is key to success.
A recent study has shown that customer engagement should be a top priority for retailers in the next two years. This is because customer engagement can result in increased loyalty, reputation, and sales.
All retailers and e-commerce players, no matter the size or type, should have a strategy in place for engaging customers through social media, email marketing, and in-store interactions. By doing so, retailers can create a more personal relationship with their customers, which can lead to repeat business and an increase in sales.

What is Customer Engagement?

Customer engagement is the process of influencing and engaging customers to create a successful relationship with them.
To have successful customer engagement, businesses must understand their customers’ needs and desires, as well as their motivations for interacting with the company.
There are many different customer engagement trends in the retail and commerce industry. Here are some of the most common:

  • Predictive Analytics: By using predictive analytics, companies are able to understand customer behavior and take the necessary steps to provide them with an optimal experience. This could involve predicting when a customer is likely to leave a store or identifying which products they may be interested in purchasing. By understanding customer behavior, companies are able to stay one step ahead and keep their customers happy.
  • Mobile Marketing: Mobile marketing is all about using mobile devices to interact with customers. This can include things like providing customers with offers on their phones, or directing them to specific pages on the website.
  • Social Media: Social media is an incredibly powerful tool for customer engagement. It allows businesses to connect with customers on a personal level and provides them with an opportunity to share their experiences with the company.
  • Email Marketing: Email marketing is another great way to connect with customers. It allows businesses to send out automated messages that relate to their products and services.
  • Data Collection: Companies use data collection to understand what their customers want and need. This can be done by tracking how often a customer visits the website or how often they make a purchase. By understanding the customer’s behavior, it helps the company provide a better experience for them.
  • Trends in Retail Customer Engagement in 2022 & Beyond

    Retailers are struggling to keep up with the ever-changing customer demands.
    To remain competitive, they must continuously improve their customer service strategies by providing valuable information, experiences, and services that will engage customers.
    Following are customer engagement trends in the retail and e-commerce business.

    1. Constant Innovation
      Retailers must continue to innovate their products and services if they want to remain competitive and keep up with customer demands. This means being proactive and always on the lookout for new ways to engage customers, whether it be through social media, tech-driven solutions like AI and VR, or innovative marketing campaigns.
    2. Customer Engagement Programs
      Retailers need to develop customer engagement programs that are engaging, provide valuable information and experiences, and offer services that will keep customers coming back. These programs should be tailored specifically to meet the needs of each customer, to create a memorable experience.
    3. Constant Contact
      Customers today are more connected than ever before, which means retailers must make constant contact with them to keep them engaged. This can be done through regular communication channels such as email, social media, and phone calls, as well as through more interactive methods, such as in-store experiences and pop-ups.
    4. Active Customer Retention
      The percentage of customers who return to make additional purchases is one of the key metrics for measuring customer retention, which is essential to sustaining a successful retail business. The best way to keep customers is by providing them with unique information, experiences, and services that they can’t find anywhere else. This means developing customer engagement programs that are customized to meet the needs of each customer.
    5. Increased Customer Service Requirements
      Customer service is becoming an essential part of any business. A study found that 69% of customers would switch to a competitor.If the customer service was poor. To keep customers happy and satisfied, businesses must provide quality customer service at all times.
    6. Increased Social Media Usage
      Social media has become an essential part of customer engagement for many businesses. A recent study found that 70% of customers use social media to research products before buying them. This means that businesses must ensure that their social media content is relevant and engaging if they want to keep customers interested.

    Social Media Are Revolutionizing Retail And Commerce

    With the rise of social media, it’s no surprise that customer engagement has taken on a new form.
    It’s no longer enough for businesses to confine their customer service to brick-and-mortar locations now, customers expect to be able to transact business online and receive excellent customer service in the process.
    Brands need to offer an omnichannel customer experience, which means managing customer experience across all touch points Mas CallNet specializes in managing omnichannel customer experience from end to end.

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