Customer/user engagement is a communication relationship between the users and organization through various channels of correspondence. This connection can be a reaction, interaction or overall customer experience, which either takes online or offline depending upon the connection. The channels that we spoke about above can include calls, emails, meetings and many more.
Customer/user engagement can also be defined as an assessment of an individual’s response on the offerings like products, services or goods. This assessment can be determined directly through customer interaction or maybe through the observation of the user’s behavior. For example, when a user’s reply on emails. Organizations can interpret the user’s understanding through their replies.
But why user engagement is important?
After understanding what user engagement is, now it is important for us to know why user engagement is important for an organization or individual owner. Whether it is B2B or B2C, every sales cycle starts with research, lead generation and ends with the closing of a deal or may be losing the deal. When an organization gets a lead, the first thing that is needed to be done is to communicate a message and start interacting with the lead. It gives credibility to an organization and at the same time develops a hope in the mind of the lead that they have landed on the right page.
To the point content plays a big role in the initial interaction. The way content is framed and the information is shared decides the fortune for any company as it gives an initial introduction of any organization.
Speaking about why this interaction is required. If a user gets regular updates from the company side, the company’s product comes in front of users eyes again and again and that builds up for your product in the mind of a user. So, whenever in the future, a user is in need of that product, the first thing that will come in their mind will be your product. It also creates brand awareness in the mind of users who are prospective leads for you. It also helps you to understand the user’s mind which in turn will help you to get ready with a way you can approach your prospective lead and get the deal successful.
This is the two major benefits of interacting with the users. In general, it helps an organization to serve their leads w.r.t their (user’s) mindset and generate the required revenue for the survival of any business.