How To Effectively Implement Customer Engagement Planning

By Indeed Editorial Team

Published June 1, 2021

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Customer engagement planning is optimizing each touch point between your organization and the buyer. Customer service is the primary focus of this marketing strategy, aiming to develop loyal customers through genuine business-consumer relationships. If you're a marketing specialist, you may want to learn more about how customer engagement planning can improve your strategies, increase customer retention and boost profits. In this article, we cover what customer engagement planning is, how to implement it in your marketing strategy and provide answers to frequently asked questions.

Related: 9 Tips for Improving Your Customer Service Skills

What is customer engagement planning?

Customer engagement planning is strategizing to improve customer satisfaction and enjoyment by increasing the number of positive interactions a customer has with your company or organization. It is important for developing a loyal customer base and can encourage customers to make repeat purchases. Customer engagement planning strives to optimize each touch point between the business and the customer, focusing on demonstrating value to the customer and ensuring they have an exceptional experience during every interaction.

By understanding the customer's journey from potential customer to loyal buyer, you can build lasting relationships with your target audience. Because customers often have many options to choose from, offering excellent customer service can sway a customer to choose your company over a competitor. By strategizing using customer engagement planning, you may increase your revenue and boost your competitive edge.

Related: How To Make Funnels for Boosting Your Sales and Conversions

How to implement customer engagement planning

You can follow these steps to implement customer engagement planning in your marketing and branding strategies:

1. Identify touch points between you and the customer

The first step to implementing customer engagement planning is identifying each touch point between your business or organization and the customer. Touch points are moments when the customer reaches out to your business for information, whether that be through a live chat, phone call, email or other channels. By understanding all the ways your customers may interact with you, you can begin optimizing them.

2. Optimize the customer experience on all platforms

Once you've identified all of your touch points, focus on recognizing ways you can improve each one. For example, if your website is a touch point but you don't offer live chatting features, consider implementing them in the website design. Be sure to respond to all contact from the customer as timely as possible, as they may engage more with your company if you communicate effectively.

Related: 7 Ways To Use Customer Relationship Management

3. Emphasize customer service when training employees

Every staff member that interacts with customers may influence that customer's decision to make a purchase, or to remain loyal to the company. By training your staff members to provide the best, client-centered service at all times you can increase brand loyalty and boost your profits. Ensure that your team members understand the importance of valuing customers and help them develop their interpersonal skills to better represent the business.

4. Personalize your automated messages to customers

You may send automated messages to customers notifying them of sales or thanking them for purchases. One aspect of customer engagement planning is personalizing these automated features so the customer feels like they're truly connecting with the brand. You can contact an IT professional to install software that allows you to personalize every automated message you send.

5. Prompt customers to leave you feedback often

Understanding your obstacles to success is an important part of customer engagement planning. To better identify those obstacles, you can ask your customers for feedback about each touch point interaction they experience. After service calls, ask them to rate the service they receive. By seeking constant feedback, you can recognize the areas of your customer service you can improve and design ways to enhance them.

6. Gather and track customer engagement data

While feedback from your customers can help you optimize each of your touch points, gathering and tracking customer engagement data can help you understand if your customer engagement plan is working. Consider gathering data about where your customers are coming from, which channels they choose to communicate through most and how those interactions influence their decisions to make purchases. Analyze the data to understand if your strategies are working and adjust accordingly.

Related: 10 Marketing Strategies To Grow Your Business

Customer engagement planning FAQs

These are some answers to frequently asked questions about customer engagement planning:

Why is customer engagement planning important?

Customer engagement planning is important because, by improving every aspect of your customer engagement, you can create loyal, lifelong customers. When customers are loyal to your brand, they become marketers on your behalf, spreading positive information about your company to their friends, family and acquaintances. Customer loyalty can increase your overall profits and lead to your business or organization being more successful.

What is customer lifetime value?

Customer lifetime value is the amount of money a customer is likely to spend at your company during the length of their relationship with you. It can be useful for understanding how retaining or losing customers impacts your revenue long-term. Understanding this value also aids in emphasizing the importance of developing customer loyalty.

What is the customer experience journey?

The customer experience journey is the sum of the experiences a customer has with your company, from the time they become interested to the end of the relationship. Every transaction, purchase and touch point contributes to the customer experience journey. If a customer has an exceptional experience, they're likely to remember it, but unfortunately, the same goes for the opposite, which is why implementing customer engagement planning can positively contribute to the customer experience journey.

How can I improve my customer experience?

Improving your customer's experience begins with training your staff members to center the buyer in their customer service strategies. Personalizing automation and offering timely communication are some other ways you can improve your customer experience.

How much does a customer service manager make?

The national average salary for a customer service manager is $45,475 per year. The Bureau of Labor Statistics projects that the job outlook for customer service representatives will decline by 2% by 2029.

Explore more articles