Engagement levels are stages that measure the quality (and sometimes quantity) of a customer’s interaction with a brand.
Engagement levels are the metrics a business uses to evaluate how engaged a customer or group of customers is with their brand.
For many businesses, customer engagement is a key indicator of the brand’s performance. When consumers are highly engaged with the brand, they’re more likely to purchase from that business or recommend the business to another consumer. Low engagement levels, however, can signal that the consumer is likely to leave the brand for another company.
Businesses can improve their customer engagement in a number of ways, including dialoguing directly with consumers via a brand ambassador; boosting loyalty by giving promotions or rewards; or interacting with consumers on social media or via customer service.
Many businesses also use digital tools to help them automate their customer engagement initiatives. A customer relationship management (CRM) system, for example, can provide customer insights that can help a brand increase engagement levels.