15+ Strategies to boost customer engagement and keep them coming back

Le maintien de clients loyaux et engagés est la clé du succès à long terme de toute entreprise. C'est d'autant plus vrai que des relations solides avec les clients peuvent conduire à une plus grande fidélité, à des commandes répétées et à une promotion positive de la marque. Un engagement continu montre également aux clients que vous vous engagez à leurs côtés, ce qui renforce la confiance et stimule la croissance.   

However, with competitors offering tempting alternatives and various companies competing for attention, it can be challenging to stand out and ace crafting a winning experience for your customers. Read on as this article outlines an effective, client engagement strategy that will put your business on top of its customer relationships.   

What is customer engagement?  

Gallup’s definition states customer engagement is ‘the emotional connection between your customers and your company.’ While it might sound like a simple one-liner that is easy to understand, businesses often miss the point when it comes to customer engagement. Oftentimes businesses assume customers buy after a rational analysis of a product or service. This is partially true.  

A study by IBM said that more than 60% of failed customer support calls could have been resolved if the people involved had access to data. Today more than ever, customers have all the information they need at their fingertips. Comparing, analyzing, and researching doesn’t take as long as they used to. While customers think rationally, they don’t decide until their feelings are aligned with their rational thinking.  

This blog will talk about ways to drive customer engagement and will focus on measuring emotions, how to improve them, and ultimately drive positive responses from existing customers.  

Importance of customer engagement  

In a world where customers are flooded with choices, simply offering a great product is no longer enough. What truly sets brands apart is how they make customers feel. Companies with strong omnichannel customer engagement retain an average of 89% of their customers 

Customer engagement goes beyond transactions—it's about building meaningful connections that foster loyalty, drive repeat purchases, and turn buyers into brand advocates.  

Higher customer retention and loyalty  
When customers are engaged, they tend to stick with your brand for a long time. This reduces churn and increases the lifetime value of each customer. Engaged customers are also more likely to recommend your brand to others.  

Higher customer satisfaction  
Personal connections with customers foster trust and satisfaction. When people feel valued and respected, they are more likely to have positive associations with your brand and choose you over competitors.  

Improved brand reputation and presence  
Engaging with customers across platforms like social media helps boost your brand’s visibility. Positive experiences often get shared, expanding your reach and attracting new potential customers.  

Greater competitive advantage  
In a saturated market, emotional engagement is a differentiator. Brands that consistently deliver great experiences and build trust gain a significant edge over competitors.  

Emotions drive buying decisions  
Gallup’s research reveals that how customers feel outweighs rational thinking when making purchase decisions. Emotional connection trumps logic.  

Customers buy from brands they connect with  
Shoppers are more likely to spend on businesses that provide real value and forge a meaningful emotional bond—not just a product.  

• Low engagement = easy exit  
  If customers don’t see enough value or connection, they won’t hesitate to leave. In crowded markets, engagement is what keeps them from switching.  
• Engagement beats marketing flash  
  Promos, ads, and discounts are good—but long-term business health depends on ongoing customer engagement, not one-time gimmicks.  
• Customer engagement is business survival  
  In today’s competitive market, customer engagement is no longer optional. Without it, even the best products and branding may fall flat.  

15+ Customer engagement strategies that actually work  

Explorons quelques stratégies qui peuvent aider les marques à utiliser l'engagement des clients pour améliorer l'expérience d'achat :  

1. Personnaliser l'expérience client  

Personalization plays a pivotal role in customer engagement. It fulfills the primary need of convenience for today’s busy customers. By offering tailored product suggestions, offers, discounts, etc., brands can reduce the load on a customer’s brain while shopping, and make their overall experience easier and more enjoyable.  

Introducing personalization in the shopping experience can help brands make their customers feel valued and engage them better.   

Spotify est une marque qui maîtrise l'art de la personnalisation grâce à des playlists sur mesure, des récapitulatifs de fin d'année et des suggestions très pertinentes.  

2. Lancer des programmes de fidélisation et de récompense  

L'être humain est fait pour rechercher des incitations. Même si la valeur matérielle d'une récompense est relativement faible, une personne éprouve un sentiment d'accomplissement lorsqu'elle l'obtient au prix d'un effort.  

Companies can build on this basic psychological need by utilizing effective loyalty and rewards programs to drive up customer engagement. As per a McKinsey study, top-performing loyalty programs help brands boost their revenues by up to 25 percent each year.  

Des marques comme Starbucks utilisent efficacement cette stratégie. Le programme de fidélisation de Starbucks récompense les clients en leur offrant des boissons gratuites ou en leur permettant de se resservir en fonction des points qu'ils ont accumulés en passant des commandes par l'intermédiaire d'applications. Ce programme incite les clients à acheter régulièrement à partir des applications Starbucks, ce qui stimule non seulement les ventes du géant du café, mais aussi les données clients collectées à partir de l'application.  

3. Organiser des événements interactifs et des webinaires  

Hosting interactive events and webinars is a practical way of amplifying customer engagement. By communicating one-on-one with your customers, you can give them a closer, more personalized treatment.  

Interactions will make them more open to your brand and encourage them to buy more. Establishing an interpersonal relationship also makes customers likely to overlook and forgive brand mistakes since they feel close to the company.  

Trello’s on-demand webinars are a great example of how to use webinars to improve customer engagement. The system lets customers chime in at their convenience and get all the information they need.  

De cette façon, Trello donne aux gens une valeur qui va au-delà d'un simple appel subtil à l'action, et cette authenticité encourage les clients à faire confiance à la marque.  

4. Mettre en œuvre des techniques de gamification  

Gamification techniques are a relatively new but much helpful tactic to drive up customer engagement. The gamification industry is projected to reach a valuation of $2317 billion by the end of 2026, growing at a CAGR of 36 percent. The impressive growth reflects the promise of this trend and the industry at large.  

En ajoutant des systèmes de récompense et des éléments interactifs à leur expérience client, les marques peuvent donner à leurs clients un sentiment d'excitation et d'accomplissement. Cela permettrait d'accroître l'engagement des clients en offrant des avantages psychologiques aux acheteurs, en plus de leurs achats matériels.  

Sephora provides a gamified quiz called “Swipe it, Shop it!” on their app that allows customers to swipe left and right on products. This keeps the customers engaged and entertained, which leads them to spend more time on the Sephora app and increases the likelihood of purchase.  

5. Encourage user-generated content and feedback  

Statista reports reveal that almost 60% of customers base their purchase decisions on online research and customer reviews. In this context, UGC is a very handy tool for brands to utilize the value of word-of-mouth marketing.  

Le CGU n'est pas seulement divertissant, il est aussi beaucoup plus crédible pour les consommateurs que la parole d'une marque sur la qualité de son propre produit.  

De nombreuses entreprises populaires telles que BMW et Adobe utilisent cette tactique en popularisant leurs hashtags et en publiant des histoires de réussite de leurs clients sur leurs médias sociaux afin de souligner la qualité inégalée et la satisfaction de la clientèle dont bénéficient leurs acheteurs.  

6. Optimiser l'expérience mobile  

70% of mobile users prefer brands that offer responsive designs. 

This statistic highlights just how much importance a modern-day consumer places on fast and convenient online shopping experiences. Walmart is a popular brand known for offering a remarkable mobile shopping experience.  

7. Proposer des contenus et des ressources à valeur ajoutée  

Les clients d'aujourd'hui sont motivés par l'information et la connaissance. Ils savent qu'ils disposent d'une multitude d'options et veulent donc acheter ce qu'il y a de mieux. Pour faire une impression positive sur un tel client, les marques peuvent utiliser le pouvoir d'un contenu de bonne qualité.  

Providing value-added content and resources like eBooks, tutorials, and blogs on your website can not just amplify customer experience and ease but also boost your visibility through SEO.  

Doritos est un exemple concret de marketing de contenu remarquable. Ses campagnes de marketing humoristiques et son utilisation intelligente de l'UGC sont souvent très applaudies. La marque de chips tortilla utilise des mèmes et d'autres tendances des médias sociaux pour rencontrer ses clients là où ils se trouvent.  

Elles offrent même des prix en espèces pour récompenser les CGU de qualité, ce qui contribue à accroître l'engagement de leurs clients.  

8. Rechercher le retour d'information des clients et y donner suite  

Bien servir ses clients ne se limite pas à leur fournir des produits de bonne qualité et des prix intéressants. Les marques doivent également fournir un service clientèle utile et dévoué.  

86% of customers are open to paying more for a great customer experience. Brands can easily stand apart from the competition by adopting a tactful and professional approach to customer review or complaints. For example, the e-commerce giant Amazon has created a trustworthy image in the eyes of the public through consistently sincere customer service.  

9. Tirer parti des médias sociaux pour renforcer la communauté  

With almost 5 billion people worldwide using social media, a strong social media presence can help a brand achieve great visibility and publicity. However, this can only happen if companies know how to leverage it properly. Simply creating an account across platforms is not enough, brands must make an active effort to create a positive and interactive community.  

PlayStation, qui compte près de 33 millions d'abonnés sur Twitter, est un excellent exemple de la manière dont les marques peuvent utiliser les médias sociaux pour susciter l'engagement de leurs clients. Son compte est bien connu pour ses publications fréquentes et pertinentes qui permettent à ses utilisateurs de rester engagés et informés.  

10. Utiliser l'IA et les chatbots pour une assistance en temps réel  

HubSpot highlighted that a significant 51% of customer service agents believe they do not have enough time in a day to properly meet customer demands and expectations.  

L'introduction de l'IA dans ce processus peut contribuer à soulager le personnel surchargé de travail tout en rendant les choses plus pratiques pour les clients.  

In today's hectic lifestyles, buyers seldom have the time for much deliberation. Convenience and pace are, thus, critical to a worthy customer experience. By making customer service available 24/7 through AI and chatbots, brands can greatly reduce customer effort while shopping and increase their chances of selling.   

11. Développer des offres exclusives pour les membres  

A substantial 76% of consumers are inclined to spend more with companies when they are part of the brand's loyalty program.  

La raison principale de ce nombre impressionnant est l'exclusivité que ces programmes payants créent. Comme ces programmes comptent moins d'utilisateurs, les entreprises peuvent également leur proposer des récompenses et des offres de meilleure qualité et plus intéressantes sans avoir à faire face à des problèmes financiers.  

12. Favoriser la défense de la marque par le biais de programmes d'orientation  

Referrals are a proven tactic of marketing. According to McKinsey & Company, word-of-mouth (WOM) is the most significant driver of consumer purchase decisions, especially in emerging markets.  

Étant donné que les gens sont plus enclins à faire confiance à une marque si leurs proches la recommandent, cette approche de l'acquisition de clients est l'une des plus fructueuses.  

However, brands have little to no direct control over the recommendation process. The most they can do is offer rewards on referrals to encourage customers to recommend them.   

13. Mettre à jour et rafraîchir régulièrement le contenu  

HubSpot research highlights the importance of using digital platforms and building communities for effective customer engagement—but just posting content isn’t enough. To truly engage customers, brands must regularly update and refresh their content to ensure it remains relevant and valuable.   

Content creation plays a vital role in helping potential and existing customers connect with a brand. Whether it's micro-content, blog articles, or instructional videos, content that matters to customers significantly boosts engagement.   

In fact, a Google study found that 48% of smartphone users prefer brands that offer instructional video content. Educational content not only attracts new visitors but also retains existing ones.  

14. Mettre en œuvre des expériences de réalité augmentée (RA)  

An Infosys report highlighted that 77.3% of customers abandon their carts owing to doubts. Implementing AR/VR techniques into customer experience can help companies avoid losing sales to such indecision.  

IKEA, par exemple, utilise la réalité augmentée pour montrer virtuellement aux gens à quoi ressemblerait un produit donné ou comment il s'intégrerait dans leur pièce. Cela permet d'atténuer les doutes et les remises en question et de faciliter les achats rapides.  

15. Train employees and equip them well  
Customer engagement starts with empowering employees. Brands must provide proper training and the right tools so teams can deliver superior customer experience that drives engagement.  

Employees who directly interact with customers—whether in support or service roles—act as brand ambassadors. Their engagement directly impacts on the quality of customer experience.   

16. Have a brand personality and make it consistent  

A solid customer engagement strategy infuses the brand with personality. Customers aren’t interested in dealing with brands that don’t display emotions. Customers are drawn to brands with personalities and those that reveal who is working behind the scenes.  

Businesses must have a consistent voice and tone because customers are taking note of every tweet, YouTube video, and photo that brands post. Having a brand personality also means showing notable people who make a difference to the brand.   

This can mean adding a ‘Meet Our Team’ section on the business website or introducing them on Twitter by sharing their stories and how they contribute to the brand. This can help build a connection between customers and the brand.  

17.Reward customers in different ways  

Rewarding customers can help them feel like a part of the brand and it can foster a sense of community and inclusiveness. Instead of being stuck with one form of reward, brands must focus on different reward programs to better engage customers.  

Customers want to be valued. And when brands show how customer loyalty can be rewarding, it can help customers anticipate and be more engaged with the brand. Ideally, brands must find what their customers value and reward them accordingly. They can include fun activities so more people can participate and engage with the brand.  

Corporate gifting: A year-round engagement strategy 
Customer engagement shouldn’t be confined to festive periods. While holiday gifting is expected in client relationships, extending thoughtful gifting throughout the year creates continuous touchpoints that deepen emotional bonds and brand loyalty. 

For instance, while gifting during Christmas helps strengthen relationships at year-end, taking a proactive approach to gifting for birthdays, anniversaries, or Customer Appreciation Day helps your business stand out. Such gestures show customers that they're valued not just seasonally, but consistently. 

The key lies in the thoughtfulness of the gift. Align your choices with both your brand’s identity and the recipient’s preferences. Collect data through conversations or surveys to personalize the gifting experience. Even simple touches like handwritten notes or branded customization can leave a lasting impression. 

This strategy is about delighting customers not as transactions, but as individuals. Unanticipated but heartfelt gestures create standout moments that foster loyalty, strengthen trust, and turn one-time buyers into long-term brand believers. 

Event participation and hosting: Creating shared experiences 
Customer engagement thrives on meaningful shared experiences. Hosting or participating in events provides a powerful opportunity to connect with customers face-to-face, build rapport, and position your brand as a trusted partner. 

Plan hosted events that add tangible value—be it through networking, knowledge-sharing, or industry insights. Every detail, from venue selection to post-event follow-ups, should be designed with the customer experience in mind. 

For external events, adopt a relationship-driven approach. Set clear engagement goals, prepare lists of existing and potential clients to interact with, and use these conversations as entry points for deeper dialogue. Capture discussion notes for personalized follow-ups that reinforce the connection formed at the event. 

The event is just the starting point—sustained engagement through post-event communications helps keep the conversation alive and builds long-term loyalty. 

Leveraging technology to enhance customer engagement 
Technology, when used right, empowers you to engage customers more effectively at scale. CRM platforms, marketing automation tools, and behavioral data all contribute to delivering personalized and timely communications that resonate. 

Use historical data to shape relevant messaging, automate outreach across digital channels, and route customer queries to the right specialists. However, ensure these tech-driven interactions retain an authentic and empathetic tone—automation should complement human interaction, not replace it. 

Maintain access to real representatives for complex concerns and invest in training your team to deliver personalized, empathetic service. Human-centered tech usage reinforces your brand's approachability and builds stronger emotional connections. 

Continuous feedback for continuous engagement 
A dynamic customer engagement strategy requires constant feedback, iteration, and evolution. Make it a habit to seek input from customers across touchpoints—gifting, events, communications—and treat this feedback as a valuable blueprint for improvement. 

Design surveys that blend quantitative data with qualitative insight. Understand both the emotional tone and specific friction points your customers encounter. Use advisory panels for deeper strategic input and to co-create future engagement initiatives. 

This culture of listening and adapting ensures your strategies stay aligned with changing customer needs, demonstrating your commitment to building genuine, responsive relationships. 

Why use customer engagement software to drive rewards and strategy  

Customer engagement isn’t just about having the right strategies—it’s about executing them effectively and at scale. That’s where customer engagement software comes in. Here's why it's a game-changer:  

• Centralizes engagement efforts: Manage all aspects of customer interaction—from rewards to communication—in one streamlined platform.  
• Automates rewards and recognition: Save time and ensure consistency by automatically triggering personalized rewards based on user actions, milestones, or feedback.  
• Enables real-time engagement: Respond to customer behavior instantly, whether it's a referral, purchase, review, or event participation.  
• Supports personalization at scale: Tailor campaigns and rewards based on customer preferences, segments, and behavior without manual effort.  
• Tracks impact and ROI: Get clear visibility into which engagement strategies are working through performance analytics and reporting tools.  
• Reduce operational overhead: Eliminate the manual load of managing loyalty programs, gifting logistics, and tracking campaign performance.  

How Loyalife supercharges customer engagement  

Customer engagement thrives on timing, personalization, and relevance—and Xoxoday Loyalife is purpose-built to help brands consistently deliver on all three. It’s not just a loyalty platform; it’s a comprehensive engagement ecosystem that empowers you to build emotional connections, deliver value in real time, and foster long-term customer relationships. Here's how:  

Personalized loyalty programs   

With Loyalife’s Loyalty Engine, you can design highly customizable programs—point-based, tier-based, cashback, or hybrid. These programs reward customers not just for purchases but for every meaningful interaction—social sharing, referrals, app engagement, feedback, reviews, and more. This creates multiple touchpoints for ongoing engagement.  

Example: Reward customers for their first purchase, 5th purchase, or even for referring a friend.  

Benefit: Keeps customers invested, excited, and coming back regularly.  

Smart automation with rule engine  

Loyalife’s Rules Engine lets you set up engagement triggers without writing a single line of code. Whether it’s awarding points when a customer completes a specific action or sending a congratulatory message on a milestone—everything runs on autopilot.  

Example: Set up a rule to automatically credit bonus points when a customer hits a tier or leaves a review.  

Benefit: Instant gratification leads to higher emotional satisfaction and stronger engagement.  

Real-time customer communication  

Consistent communication is key to engagement. With Loyalife’s Engage module, you can set up real-time messages and campaigns through multiple channels—email, SMS, push notifications, or in-app messages. These communications can be tailored based on user activity, preferences, and segments.  

Example: Send a reminder when reward points are about to expire or announce personalized offers based on purchase history.  

Benefit: Keeps your brand top-of-mind and ensures customers never miss an opportunity to interact.  

Actionable insights with real-time analytics  

What gets measured, gets improved. Loyalife gives you detailed analytics and reporting tools that help you understand what’s working and what needs tweaking. You can monitor KPIs like participation rate, point redemption behavior, active members, referral performance, and more.  

Example: See how a loyalty campaign boosted repeat purchase rates by 20% in a specific segment.  

Benefit: Make data-driven decisions that maximize impact on customer engagement.  

360° customer profiles   

Loyalife’s Member Management module offers a centralized view of every customer—demographics, behavioral data, transaction history, and engagement journey. This enables precise audience segmentation and more effective personalization.  

Example: Create a segment of high-spenders who haven’t interacted in 30 days and launch a win-back campaign.  

Benefit: Tailored engagement strategies lead to better conversion and retention.  

Seamless ecosystem with prebuilt integrations  

Customer engagement tools are only effective if they work well with your existing tech stack. Loyalife comes with ready-to-use integrations with popular CRMs, POS systems, ERPs, and e-commerce platforms. It also connects with Xoxoday Plum Marketplace for instant access to a global rewards catalog.  

Example: Sync customer actions from your eCommerce platform to trigger loyalty rewards in Loyalife.  

Benefit: No tech headaches. Everything works together to create a seamless engagement loop.   

With Loyalife, customer engagement is no longer a scattered effort—it becomes a strategic, scalable, and measurable journey. Whether you're just starting a loyalty program or upgrading an existing one, Loyalife gives you the tools to engage smarter, reward better, and retain longer.