COVID-19 has significantly impacted consumer behavior. This has resulted in new urgency to growth-focused initiatives that will not only create new revenue opportunities, but will also open up new avenues for collecting valuable first-party customer data that can be wielded as a competitive advantage. Here is a list of effective customer engagement mechanisms for 2021 and beyond.
- Through technological value additions
- Personalized marketing through data
- Personalizing Direct-to-Consumer services
Earlier, the focus was primarily on making the user use digital products; but now it's more about adding values through and in digital products.
Take Flipkart, for instance, which recently launched an OTT platform and a gaming platform to reach video and game lovers to enhance customer stickiness thereby improving their main Ecommerce business. In the coming years, one can expect to see more such moves by companies to enhance customer engagement.
Customers are more willing to allow companies to use their data while the company promises quality personalized notifications. This way, channel centric campaigns over outbound, will keep the customer connected with the companies. Most platforms have already started giving data driven personalized experiences, while this is set to evolve and will enhance customer engagement way effectively.
Earlier, the focus was primarily on making the user use digital products; but now it's more about adding values through and in digital products.
Customers are allowed to design and customize the services and products to their liking by few companies. This mechanism enables the companies to add to their profits and also helps them in improving their ability to attract, convert, and retain customers.
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