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  • Writer's pictureTejkaran Singh

Mastering Digital Engagement: Three Essential Steps for Success

Crafting a successful digital engagement strategy involves three key steps. The first step is to anticipate and address customers' needs by tailoring messaging based on their unique expectations. Currently, 73% of customers expect companies to understand their individual needs, emphasizing the growing importance of personalization. Utilizing customer data effectively and employing AI to maximize its potential can aid in creating lasting connections.

As the landscape of customer data collection evolves, the phasing out of third-party cookies underscores the need for a revised approach. To navigate these changes and construct a customer-centric digital engagement strategy, it's crucial to understand what digital engagement entails, the challenges it poses, and how to overcome them with AI and a robust strategy.

Digital engagement refers to how a company interacts with potential and existing customers across various digital channels. Examples include self-service options like website chatbots, product tutorials on websites or platforms like YouTube, social media interactions, online searches, email newsletters, and more. Building a unique digital engagement experience is essential for fostering lasting customer relationships.

In today's competitive market, where nearly two-thirds of customers switch brands for various reasons, winning and retaining customers require more than just a quality product or service. Over 85% of customers now consider a company's digital experience equally important. Recognizing and addressing this demand is pivotal for building enduring relationships with customers.

Marketing challenges in the digital space include competing against an abundance of online content and ads, creating a seamless experience across various digital channels, reaching the right target audience, and staying compliant with evolving consumer data protection laws. The phasing out of third-party data collection emphasizes the need to rely on first-party data, directly obtained from customers through interactions like purchases, website visits, and more. Generative AI can play a crucial role in deciphering and utilizing this data for personalized experiences at scale.

Effective use of AI in digital engagement involves employing chatbots for quick issue resolution and personalized marketing efforts, leveraging AI in email campaigns for tailored recommendations and audience segmentation, using AI in content creation to inspire and assist in writing copy and employing AI to analyze customer data for targeted marketing.

To build a successful digital engagement strategy, three key steps are outlined.

  1. Map the Customer Journey: Visualizing a customer's experience across different platforms helps predict and plan for their next steps. Customer journey maps tailored to buyer personas enable alignment of marketing, sales, and customer service efforts.

  2. Embrace Account-Based Marketing (ABM): Particularly beneficial for B2B brands, ABM unifies marketing, sales, and customer service around accounts. It involves collaborative efforts to nurture leads and deliver personalized content at the right time.

  3. Personalize the Experience Across Every Channel: Over 70% of customers expect brands to understand their unique needs. Utilizing first-party data is crucial for ensuring personalized interactions across all channels, fostering consistent and personalized brand experiences.

Apphienz, a Salesforce partner, can be instrumental in helping prepare and implement a winning digital engagement strategy by providing the necessary expertise and support. Contact us today and let our experienced experts assist you in shaping and transforming your marketing needs.


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