Social Media has evolved from connecting with friends, being a representative of moral ground for broadcasting channels, to now a place for brands to encourage personalized experiences with their audiences of targeted geographies. The right engagement, can make your customer a star, as it creates an emotional connection in between the customer and the brand. A sincere focus on empathy, clarity and simplicity in your dealings with customers, can evoke long-term trust and valuable engagement, further blessing your revenue predictions. To know the ethical impact of customer engagement, it is important to know the factual definition of customer engagement.

Customer engagement is a direct direction to every critical business objective, in short it is a pathway to everything that a business would want to achieve, which are:

1. Customer-based profits
2. Customer purchases
3. Customer loyalty

A Gallup research concludes that a fully-engaged customer is responsible to bring around 23% more revenue than the average. Although majority of revenue generation might depend on marketing strategies, the most organic revenue genesis depends on quantified customer interaction.

Possible Consequences in case of absence of customer engagement: It is agreed that with customer engagement, the prospects of improvement are small indeed, but the need is always urgent. Buying is made simpler as a result of a dedication towards a time-pressed consumer, since the customers have a greater number of choices today and multiple channels to pursue in case a second of fallout occurs. With this known, let’s come face-to-face with the consequences:

Decline in Customer Loyalty: In a word, yes, customer engagement influences customer loyalty. Regardless of the competition involved, customers value respect, how much are they heard. A loyalty of a customer can be earned when you give him/her importance. Word of mouth is responsible for giving any brand repeat business. Your customer is your vocal brand advocate who looks forward to any opportunity to interact with their preferred brand.

Low reach and referral traffic: Your posts are visually appealing and your content is dramatic, but it is not organic, it is money invested in obliging your simple marketing strategies. According to our analysis at Konnect Insights  (after analyzing around 780 million Facebook page posts), revealed that there has been a sharp decline in engagements. This astonishing revelation held the consistent push of using advertising tools to advance their reach. Which means, that honesty cannot be purchased, the correct direction is to enhance the power of judgement in the customers, achieved only by creating a valuable engagement

Expectations of people are not met which directly influences sales: This is 2018, and people need attention, especially the cyber population. Twitter and Facebook have naturally become the first and the foremost places for people to go for product enquiries, customer support or even just to say thank you! According to Facebook Newsroom, there has been a rise of 8 billion messages through Facebook messenger which means that social media is the top place for people to seek customer support.

Less learning opportunity leading to a stagnant market: Companies learn directly from their prospects as the customer community allows them to improvise. If you are cutting that out of your glamorous marketing strategy, chances are you are that you are shrinking your brand’s own market capture. Customer engagement allows brands to build relationships with the customers, develop empathy and ultimately craft out a much better service and a more refined product.

Your customers are your greatest fans and you must show them the movie of your dedication in order to keeping them entertained, thoughtful, loyal and encouraged. Customer engagement is a traditional methodology but with a twist of modern tech, the difference is, previously businesses had to go to customers doorstep but now it’s the opposite. Make the best of it~!