5 Proven Strategies to Boost Customer Engagement
Cultivate customer relationships that last with five best practices for boosting engagement—and retention and revenue. Learn how major brands used these strategies to drive growth.
Continuously Innovate and Adapt
Customer expectations are ever evolving. Your product experience needs to keep pace. That means validating and iterating on your instincts and ideas with data. That might require extra thought, but the right tools will ensure your shipping velocity remains the same— and the loyalty you earn will be well worth the effort.
- Embrace both qualitative and quantitative feedback. Complement qualitative feedback, such as NPS, with quantitative feedback, such as real-time data. Using both models will help you better understand why customers are satisfied, or not, with their experience and how to improve it.
- Tackle experimentation and iteration. Spend the time, effort, and resources to implement a rigorous experimentation program. Experimentation allows you to de-risk the development of large features by testing smaller components and determining how to iterate so you are positively impacting customer engagement. It’s no small undertaking, but doing it—and doing it right—will set you up for success for years to come. You just need the right tools.
Australia-based online lottery business Jumbo Interactive knew it needed to improve its email efforts. The company sent as many as six emails a week to all its users, but the conversion rates, which were as low as 2.85 percent, signaled it was time for another approach to drive customer engagement. Jumbo Interactive turned to Amplitude to learn how customers used its site. Based on its insights, Jumbo tested a new strategy. It sent a personalized email or app push recommending a charity draw to users who had made a purchase on the site. It also created a content card for customers who had clicked through an email or push notification to access the website. The team learned that the email had a 20 percent improvement over a control, the app push had a 32 percent improvement, and the content card had an 8.5 percent improvement.