What Is Customer Engagement And Why Is It Important?

Published on:
Mon Oct 03 2022
Customer Experience

Customer engagement has become one of the most important aspects of any business. It is not just about making sales, but also about building relationships with your customers. The better you engage with your customers, the more likely they will remember your brand and come back again in the future.

In this article, we'll cover what customer engagement means, and why customer engagement is important for your business.

What is customer engagement?

Customer engagement is a process that allows you to better understand your customers' needs and wants, while also providing them with a great customer experience. It is a two-way conversation between your brand and your customers, in which both parties are actively listening to what the other has to say.

For example, if a customer is having problems with his car and takes it to the shop, then the car mechanic is not going to properly diagnose the issue and fix it the vehicle unless the customer engages with them by explaining what's wrong with the car or asking questions about the services they offer.

Customer engagement is a key factor in determining the success or failure of your business.

Customer engagement can be as simple as asking people how they feel about a product or service you offer, or as complex as developing an online community where customers can interact with one another around a specific topic.

It's important for a company to engage with its customers because it helps to create trust and credibility with customers.

According to reports, “Companies that prioritized omnichannel customer engagement saw 9.5% year over year average growth”.

Why is customer engagement important?

Customer engagement is the process of creating, strengthening, and keeping customer relationships. Customer engagement is an important part of the business because it helps you to keep customers satisfied.

It also allows you to find out what your customers want from you.

Here are some points that prove why customer engagement is important for your business:-

1. It increases brand awareness

A strong, customer-focused brand leads to customer engagement. And customer engagement is important because it increases brand awareness.

Many times, brands don’t realize how much they depend on their customers until they lose them. When a customer becomes disengaged, their loyalty decreases, and they are less likely to recommend the brand or even defend it when another person criticizes it.

On the other hand, if you keep your customers engaged through consistent interactions with them whether that means sending newsletters or interacting via social media, then this will increase brand awareness and customers will be more interested to return again and again and will refer your brand to others as well.

2. Customer Engagement Helps You Build Relationships With Customers

When people feel like their opinions are being heard, they are more likely to stay committed to the product or service provider.

Consistent customer engagement leads to stronger customer relationships. By putting in the effort to engage your customers across different channels, you are more likely to form good relationships with your customers.

3. It gives you an opportunity to get new customers

Customer engagement is a great way to get new customers. It’s also a great way to find new business opportunities. If you have an engaged customer base, then you have the opportunity to capture their attention and interest in other services that are relevant to them as well.

4. It gives you a chance to understand and improve your products/services

Engaging with your customers allows you to improve your product/service offering: If a customer is unhappy with one aspect of a product/service (e.g., it doesn’t work as advertised), then engaging with them will allow you to address this concern directly and ensure they are satisfied with future purchases.

5. Increase revenue

Customer engagement leads directly to more sales as customers feel like they're being heard and cared for by your brand. This can help you improve your conversion rate too!

For example, if your business offers a service that requires regular maintenance work, then engaging with customers regularly will help ensure that they continue to use your services.

You'll be able to keep up with their needs and make sure they're getting the most out of their investment with you by engaging regularly with them.

If a customer isn't engaged, they might opt for another company's services.


Customer engagement is the key to building a successful business. It can help you get more sales, build brand loyalty and grow your business. Customer engagement helps you keep in touch with your customers so that they know what’s going on inside your company as well as outside of it.

When customers stay engaged with something or someone, it increases their chances of making repeat purchases because they trust the company already and want to continue doing business with them in the future. With all these benefits at stake, it’s important for businesses to focus on customer engagement strategies today!

If you are looking to measure and optimize customer engagement, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.