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Everyone has a folder in their mail providers page dedicated to filtering and separating marketing campaigns we receive through email; however, we still click on a particular brand’s emails. What’s so special about that specific brand’s email? 

Key Takeaways

What is Email Marketing?

That brand that keeps you in the loop with emails that are engaging and fun to read achieves this in a landscape overpopulated with meaningless spam emails because of its personalised content. But before we look into how to personalise your email and what benefits this will bring, we first need to understand what email marketing is.

Email marketing is the most cost-effective way to keep in touch with your customers. You can communicate with your customers directly and send educational information, special offers, coupons, promotions, and everything in between. 

While this sounds simple as sending out an email, it can be used to get different results, such as: 

Remember to decide what goal you want to achieve before starting your campaign. Setting your goals and expectations beforehand means controlling your customer’s actions and leading them to exhibit these behaviours to help you achieve your KPIs. 

After you decide what you want to achieve, creating email campaigns to serve this goal will assist you in getting there.

Why is Email Marketing So Effective? 

The simple fact is everyone has an email address, and they use these email addresses to sign up for your website, essentially giving you the green light to engage with them. This being the case, using this channel effectively, as well as keeping the trust that your customers give you when they sign up for your mailing list, is essential to email marketing. 

Segment Your Email List for Better Performance

Segmenting your email list is vital to improving your campaigns’ effectiveness. Email campaigns are vastly customisable, and adding segmentation into the mix means that people interested in the topics you offer will be easier to reach and convert. 

Segmenting your audience is critical to keep your emails from becoming another voice in the crowd. Let’s say that you have an eCommerce shoe company. You are selling boots, flats, heels, sandals, sneakers, and everything in between.

Each of these different types of shoes will attract a different audience. Usually, your customers purchasing high-heels will not be interested in flip-flops and vice versa.

This being the case, creating two different segments, such as high-fashion and casual, and sending promotional material based on these groups will achieve higher open rates and increased engagement with your material. Therefore, making segmentation is crucial to achieving your campaign goals and being very easy to create and manage.

What’s Next?

Now you know what email marketing is; however, this is only the beginning. Join us in this journey, and let’s explore the benefits of personalised email marketing together.

Previously we have explored why we search for everything on the Internet and the evolution of the Search and consumer journey. Now, we will be exploring the future of Search. With the Google Search On 22 event, Google has announced many Search features that will shape consumers’ search behaviour.

Key Takeaways

Multisearch Near Me is coming soon

Google stated at its “Search On” event that consumers in the US would soon have access to a new feature that will enable users to search using images and text combined to identify local merchants who offer the clothing, home products, or food you’re looking for. The firm previewed this functionality during its Google I/O developer conference in May, indicating a development that appeared to be designed for a time when searches might be initiated using AR glasses.

The function expands upon Google’s AI-powered “multisearch” feature allowing users to mix text and a photo to create personalised searches, initially focused on garment shopping. For instance, you might use a dress image to search Google, but you could also add the word “green” to only return results for dresses offered in that particular shade of green. 

Meanwhile, Multisearch Near Me enhanced this functionality further by directing the user to a nearby merchant with the green outfit in stock. It can be used to find a variety of objects, including furniture, hardware, shoes, and even a favourite dish at a nearby restaurant.

Whether you’re trying to support your neighbourhood shop or need anything right now and can’t wait for the delivery, this new method of searching is truly about assisting you in connecting with local businesses.

Google Lens translated text now cleaner

Google Lens has made it so much fun to use, which enables you to translate text by pointing your camera at it in nearly any situation. Now, Google Lens will deliver that translated content in a more polished and integrated manner.

GAN models—also referred to as generative adversarial networks—are used by Google to improve how the translated text is displayed. The “Magic Eraser” feature on images uses the same technology as the Pixel smartphones.

Google and the other search engines have been updating their Search regularly, SEO has been changing, and new technologies are coming up. Thus, marketers should keep up with the updates and implement strategies regarding the developments. 

Voice search is one of the most significant developments in search engines and has been integrated into different parts of our lives. Today, voice assistants are commonplace. As we use Alexa, Google Home, Cortana, and Siri in our homes, pockets, and cars, they become our constant companions. PPC will shift its emphasis from smaller, more abstract keywords to question-based keywords. This means you’ll need to start working on a broad match adaption now to be an authority on it when it comes. Experiment right away so that the strategy can be developed. 

Additionally, prominent snippets and People Also Ask boxes should be prioritised in terms of SEO. People want to ask inquiries of search engines and obtain answers right away without having to sift through search results.

Marketers need to be aware of the psychological factors influencing their target audience. Timeless marketing ideas will again take centre stage as Search becomes more sophisticated. We can succeed in this new ecosystem if we fully comprehend the range of potential interactions that consumers can have with our businesses.

These inquiries will continue to evolve along with technology. We have observed this, for instance, while using voice search for lengthy queries. As consumers tap icons rather than entering searches, we will observe this more and more. 

This is precisely why you shouldn’t chase shadows by focusing on particular search terms. It’s helpful to know which keywords brought people to your website. It always has been. However, from a strategic perspective, understanding the meaning behind that keyword will be far more beneficial.

Both quantitative and qualitative resources are needed to reach this degree of customer comprehension. To better understand what motivates a customer to engage or disengage with your business, combine this information with what you observe in your analytics and CRO software.

Think beyond traditional keywords and phrases

Search has evolved from traditional keywords and phrases and is more customer-oriented than ever. Instead of participating in a group auction, marketers can talk to audiences and make judgments based on those audiences. As more data is gathered about people, Search would become more personalised and less concerned with keywords. 

Although this cannot be done immediately, it is essential to remember that search marketing must adapt as individuals become more adept at searching. For instance, if someone searches for “carpenter”, results must include nearby builders or other professionals they have previously worked with. With less emphasis on the term, Search will become more audience-intuitive. 

Invest in SEO

SEO will exist as long as there are search engines. But as we have already seen over the years, the practice is continually changing. Therefore, investing in SEO is always necessary for businesses to keep up with the trends.

The days of tweaking meta keyword tags and using the “one keyword for one page” strategy are long gone. Today, understanding the searcher is more important. The tendency will continue as search engines work to serve consumers more effectively by anticipating the purpose of their queries. Still, other crucial areas will gain even greater significance over the coming ten years.

Wrapping Up

Search has been evolving and changing yearly, and marketers need to keep up with the changes. Search is becoming more and more personal, less focused on the traditional ways and more focused on consumer behaviour and habits.

The search bar in an eCommerce store is crucial for businesses because a good amount of sales happen from the search bar. Personalising the search bar and showing results on the particular visitor’s interests would increase customer satisfaction and, subsequently, the conversion rates.

The Search function has evolved dramatically since the 10 blue links. Google has distinguished itself from the competition and became the market leader, and its algorithm has influenced Search and SEO significantly. Previously, we explored “Why do we search everything on the internet?” and now we will get on with the evolution of Search and what it means for businesses.

Key Takeaways

Like many other Silicon Valley success tales, Google was established in a college dorm in the 1990s. BackRub was the name of the search algorithm at the time, but other things have also changed since then.

AltaVista and Yahoo were among the early competitors of Google, and Search Engine Optimisation (SEO) was primarily concerned with on-page elements like keywords. The “more is better” mentality led to unethical SEO techniques like keyword stuffing to raise rankings.

However, Google began to distinguish itself from other search engines around 2000. This included the introduction of its PageRank algorithm, which also considered connections that were off the page, both in terms of their quantity and quality. Furthermore, this gave rise to the practice of “PageRank sculpting,” which aimed to trick the system by constructing internal links.

In 2007, Universal Search was released. That marked the end of the period when search engine results pages (SERPs) only had 10 blue links, and Google began introducing features like photos and news into organic results. Because SEOs at this time were still primarily concerned with technical issues, SEMrush introduced research tools like Domain and Keyword Analytics in 2008.

In 2018, users query assistants like Apple’s Siri, Microsoft’s Cortana, Amazon’s Alexa and Google’s Assistant in addition to conducting mobile device searches. The factor that has made voice search one of SEO’s fastest-growing segments. 

Although SEOs are still sorting out the implications of this increased emphasis on text-free Search, it is clear that mobile SEO – and optimised local content – will remain crucial, particularly for consumers asking Google Assistant for something “near me.” 

Since that is the solution that the coveted featured clip contains, it gains even greater significance.

With the Hummingbird update, Google resumed its efforts in 2013 to address the rise in mobile searches. It concentrated on conversational Search and natural language. At this point, mobile SEO was a reality, and site speed was a priority for SEOs. As Google started recommending what it believed to be the most appropriate response to a particular query, SEOs likewise started concentrating on placing content in position zero, where it would be highlighted above all other search results. 

Google announced in 2015 that it was incorporating machine learning into its algorithm to gain a deeper comprehension of user intent beyond keywords.

The year when mobile Search surpassed desktop search saw Google roll out a mobile-friendly upgrade dubbed Mobilegeddon, which was essentially only meant to provide consumers with the best results on mobile devices.

Local Search has been growing where it can be split into country, city, town and even smaller segments. This is important because people would like to search for stuff close to their location. On the other hand, local Search has been relevant for eCommerce and brick-and-mortar stores. 

In order to rank higher in search results and reach your local audience, local SEO can help companies optimise their website. Optimising the city and address makes it easier for customers to find the company online and encourage them to visit it in person. Local SEO is essential when companies want to attract more locals to stores because it is a powerful online marketing tool.

What Does the Evolution of Search Mean for Businesses?

This best practice is intended to prevent charges of cloaking and duplicate material. Always verify that all material is identical across all platforms, including desktop and mobile, for extra security. 

Responsive design is one of the most excellent strategies to guarantee this. For those who don’t know, responsive design entails developing a style sheet that employs “media queries” to seamlessly switch designs between a wide range of platforms and devices. Look into CSS sprites to minimise server-side queries if you want to maximise speed and create a lean and mean design.

It’s crucial to remember that above the fold is still present in mobile environments where content scrolls constantly. On a mobile design, it is still advisable to have at least a portion of the text content above the fold to give users a reason to scroll. 

It would be best if you made some accommodations for this on various mobile devices because the psychological advantages and wants for wanting to see what you have to offer aren’t entirely gone.

Compared to text searches, voice searches frequently use different wording. Compared to basic keywords, they are lengthier, more detailed, and more likely to be full inquiries. Since speaking requires less physical and mental effort than typing, voice search queries are longer. 

One of the finest things you can do to optimise your voice search content is to focus on long-tail keywords, particularly question keywords. If you do this, you’ll draw visits from users who submit more extended, detailed searches. 

Long-tail keywords, which often have three or more phrases, are crucial to overall keyword optimisation. Because they are more tailored to the user’s aim, they draw traffic with high intent. Additionally, you can tailor them to your company’s needs, reducing competition on the results page.

Conversational voice searches are used. You should give your material a conversational tone to reach users where they are. A less formal writing style is perceived as more pertinent to voice queries in addition to feeling more genuine and easier to read. 

Incorporating more conversational terms (such as “I,” “me,” “you,” and “we”) into blog posts, staying away from jargon and too technical language, and adding humour to support your ideas are a few strategies to make your material sound more casual.

The many procedures used to improve local search rankings are called “local search optimisation.” Implementing these procedures will be essential if you want to rank at the top of Google’s search results, even if there is no set method.

Creating a Google My Business account and filling out all the necessary fields is the first step local businesses should take. Add images, deals, product descriptions, and even videos! Make sure to include some keywords in the description areas, but do just what is necessary. Create equivalent accounts on Bing Local and Yahoo Local as well. You may rank higher on Google Maps and the local part of Google Search by claiming and improving your Google Business Profile. 

It would be best if you optimised for geo-targeted keywords to target the appropriate audience, including city names in your title, h2, meta tags, and content.

What’s Next?

Search has been evolving since the founding of search engines in the 1990s, and will continue to evolve. But what’s next for Search now? Technology will influence Search even more and many updates including voice search will be more intelligent.

Our next blog will be about the Future of Search, so stay tuned and check out our website for updates.

At least 8.5 billion Google searches are done per day. Hey, you have probably done several searches today, even to pass by this blog. Let’s take a journey together to learn why we search for everything online.

Key Takeaways

An Internet Search is a submission to a search engine that produces sponsored and organic results. Ads at the top and bottom of the page are considered paid results and labelled as such. The unmarked results that show up between the advertisements are the organic results.

How Do Internet Search Engines work?

Search engines use web crawlers to index billions of pages. Crawlers, also called spiders or bots, search the Internet for new pages by following the links. After that, these pages are placed in an index from which search engines get results.

Both organic results from the search index and sponsored results from advertisers are available on search engines. While advertisers can pay to appear in the paid results, they cannot pay for organic searches. The advertiser compensates the search engine every time someone clicks on a paid search result. Market share is significant because of pay-per-click (PPC) advertising. More users translate into more ad clicks and money.

Why Do We Search for Everything on the Internet?

Google receives 100 billion queries per month. As a result, we understand what people search for and where, when, and how they search. A significant portion of this data is made available freely and openly on our Google Trends website. 

However, the what, where, and when of Search only tell half of the story; understanding why is the key to realising Search’s full power and potential. The main three reasons why we search are as follows:

Research 

Most of us have used search engines to research to discover information or answers to questions. A searcher can be looking for a response to a query or a fix for an issue.

We attempt to educate ourselves on a particular subject to interact with the world. Examples include figuring out what causes heartburn, training your dog, or the house-buying procedure.

Shopping 

The finest resource for learning more about a good or service you are thinking about is now the Internet. Search engines are used by people all over the world to research products before purchasing them.

Online shopping has been commonly widespread since the 2010s, and with the push of the pandemic, it has increased rapidly. People search for items, services or other things to buy from search engines, check prices, process orders or even compare items.

Entertainment 

The Internet is, without discussion, the biggest entertainment tool for everyone starting from a young age. People search for entertainment, whether online or offline, depending on the person.

You will almost certainly find more information online, whether it be about a music event, a night out, or a tourist attraction. A person searching can be looking for a physical, brick-and-mortar firm.

Most Searched Words on Google in 2022

Most searched words on Google in 2022 listed as followed: youtube, facebook, whatsapp web, google, gmail, amazon, translate, google translate, tractor, hotmail.

What’s Next?

Internet search is not leaving our lives anytime soon; in fact, it will become more and more widespread. New variations are coming up: Image Search, Voice Search, Mobile Search and Local Search. 

Tune in for The Evolution of Search & the Customer Journey in the next article!

Ho, ho, ho! The most wonderful time of the year, also known as the Mariah Carey season, is almost here! Prepare for the holiday shopping by getting to know who you’ll meet along the way.

Key Takeaways

Meet the 4 Different Types of Holiday Shoppers

Understanding different customer types is vital to building successful holiday shopping strategies and retaining loyal customers. Proper customer segmentation is necessary to create cross-channel messaging that not only converts but resonates with potential and existing customers. You can automate your customers’ journeys by combining real-time omnichannel behaviour based on their tastes and interests.

Let’s meet the 4 different customer types you are most likely to encounter this holiday season!

1. The Bargain Hunter

Meet the Bargain Hunter: They absolutely love a good bargain. Bargain hunters play an important role when you want to destock your inventory. These types of customers rarely purchase products at full price and look around for the best discounts before deciding to buy. 

Bargain hunters are resistant to upselling, are the least loyal customer type, and leave when better deals are available.

2. The Last-Minute Shopper

Last-minute type of customers leave everything to the last minute. It might be Christmas Eve, and they will still be looking for the perfect Christmas gift. You can find them in a corner online or in-store panic-stricken.

3. The Impulsive Shopper

These types of customers don’t really have a specific Christmas shopping list at hand when they go holiday shopping. They are rather spontaneous. Second only to loyal customers as a target market, impulse shoppers represent the best customer segment for upselling. 

Additionally, impulse shoppers are usually pretty receptive to product recommendations. A company’s profitability can be improved by keeping these customers informed about new product offerings.

4. The Over-Preparer

Over-preparer type of customers love Christmas and everything that involves Christmas! Imagine those Hallmark Christmas movies. That’s them. They want the whole extended family together and the house decorated as if it’s the North Pole itself.

In terms of products and services, this traditionalist will have similar expectations each year for holiday shopping. That means if you delight them, you’ll ensure that they come back the next holiday shopping season.

How to Deal with Different Types of Customers during Holiday Shopping?

We’ve met the 4 different types of customers for the holiday shopping season. Now it’s time to learn how to deal with them. Get your free Christmas ebook to learn how to tailor the journeys of these customers to increase customer loyalty and boost conversion!

Download Christmas eBook

Wrapping Up (Quite Literally)

Now, you’re one step closer to a successful holiday shopping season. Getting to know your customer segments is at the heart of all your marketing efforts. Only after segmenting different customer types can you personalise their customer journeys. Wishing you all a great holiday season!

Q-commerce came into our lives with the COVID-19 pandemic. It is growing steadily and is anticipated to grow by 24% between 2020 and 2024 to reach $20 billion in the MENA region. 

A high number of the startups that were established during the pandemic were Q-commerce businesses. They will continue to increase and have a market share in the eCommerce industry. So let’s get on with the top Q-commerce predictions anticipated for this industry’s future.

Key Takeaways

1. Increased Mobile Adoption

As the name suggests, Quick Commerce is supposed to be quick and easy. The most convenient way for customers to buy their needs is with their smartphones or tablets. Mobile commerce is the most commonly used by Q-commerce businesses, but this is just the beginning.

Q-commerce companies will focus more on mobile commerce and perhaps abandon their desktop websites. They look for ways to make their customers’ buying experience as convenient as possible. 

2. Augmented Reality Shopping

Augmented Reality (AR) bridges the gap between traditional and online buying. Online and mobile commerce were the only modes of digital connection in the pandemic-driven scenario during the 2020s.

Augmented Reality has already opened the way for the most immersive and engaging shopping experience in the retail industry and has emerged as an era-defining technology. The shopping experience has undergone a seismic shift thanks to AR. AR is at the top of the list of technologies selected nowadays when hiring app developers to create cutting-edge mobile apps for mobile commerce.

The primary function of AR technology is to use the smartphone camera to identify an object or marker and provide extensive information about it. The particulars may involve converting the object into a three-dimensional form or adding additional layers of information to the product to feel its detailed features. With a picture of a product in a store, you can use an AR-enabled app to view it in three dimensions with all its intricate nuances. Q-commerce businesses are expected to benefit from AR’s amenities. 

3. Personalised Shopping Experiences

Personalisation is the key to customer satisfaction for Q-commerce businesses. These companies offer their services to customers who want to find what they are looking for and buy it quickly.

Mobile application personalisation can be done in many ways. The homepage, search areas, and product pages – including product recommendations, reviews, and ratings – can be fully customised according to the visitor and their previous data.

Offering relevant coupons to visitors who require one to make a purchase is another way to encourage the visitors to become customers. Personalised emails and push notifications are also necessary to keep the customers reminded about new products, deals and sales.

4. Virtual Reality Shopping

Virtual Reality (VR) is known as a visually immersive environment. Unlike Augmented Reality (AR), it relates to 360-degree movies, images, or product demonstrations. Additionally, it can relate to a more sophisticated headset VR made possible by gadgets.

QR codes will become more mainstream, and buying a product will be as easy as scanning a QR code. With these codes, people will be able to visualise the products in a 360-degree way, in addition to having a more straightforward purchasing process.

5. Increased Social Media Integration

Social media is one of the main marketing channels for Q-commerce companies since it increases brand awareness. Allowing social network users to log in with their social networking identities is the simplest method to ensure a pleasant online experience. Since users won’t need to register a new profile on your Q-commerce site, they may save a few keystrokes in this way. Less work required translates into less time spent and fewer conversion stages.

Another benefit is that people may share reviews and comments on your items on their preferred social networking site more quickly when they utilise their social network profile on your website. Finally, having access to their social data through a social login enables you to target their desires and requirements in marketing campaigns.

Integration is a two-way process. You may direct visitors to your website by being on the inside, which is just as vital as persuading them from the outside to do so through recommendations. At this point, the data and communication on your social network page are pretty important.

Most Q-commerce websites are active on one or more social networking platforms. Although it takes a lot of work, it is ultimately worthwhile, mainly if you can stream client feedback and testimonials back to your website. A visitor’s decision to convert might be significantly influenced by seeing how amazing other customers find your items.

6. Location-Based Services

Location is crucial for this industry. In the future, location-based services will likely become more popular in Q-commerce. These stores will have apps showing different products from different locations. And the delivery time, amount of products and product selections will be given to the user. This way, visitors will have more precise information about the stores.

7. Improved Search Engine Optimisation

Web stores may rank better in search engine results using Search Engine Optimisation (SEO) for Q-commerce. High-quality content and a well-designed, optimised website will rank higher in search engines like Google, boosting the store’s visibility and generating visitors.

SEO is to expand your brand’s reach, be seen by your current consumers, and be discovered by new customers. Q-commerce sites need to be optimised so that when your clients seek a solution, Google will propose your app.

Only 40% of apps are discovered via app store searches; the remaining 60% are found via other means, including personal connections, social sharing, ads, business websites, other search engines, and more. You must thus consider decent SEO if you want to appear higher on the list of suggested applications.

8. Improved Shipping Options

The pandemic has influenced many industries, the delivery industry has become more efficient, and a lot of competition has arisen, affecting the prices. The Q-commerce firms contract with or engage delivery personnel based on particular routes and times of the day, such as morning, afternoon and evening. They even categorise the zones inside a city according to how many deliveries must be made there.

According to the number of deliveries, it makes sure that each zone receives an adequate number of last-mile delivery partners. These delivery companies are tracked using GPS technology, and they are also rewarded for making timely deliveries. Furthermore, many businesses even distribute several delivery orders to the delivery partner according to the location and distance of the goods. As a result, deliveries take less time to complete, and the delivery person isn’t forced to go back and forth.

9. Increased Focus on Security

The main determinants of how Q-commerce security changes are how, when, and where people purchase. The prevention of chargeback fraud and payment security cannot stay static, as we now understand. You must rely on something other than past successes to continue working in the future.

Demands from merchants, issuers, and acquirers must be considered in the brand-new omnichannel experience that meets customer expectations. Payment security must keep up with the rapid advancement of sales technology to defeat fraudsters and anticipate possible pitfalls.

The matter of security will become more critical for Q-commerce stores and will have quicker and easier identity checks and payment verifications. 

Wrapping Up

Q-commerce is growing rapidly, as its name suggests. The recent pandemic has shaped consumer behaviour, and people have become more impatient with their orders. Many high-speed delivery startups have been established during the past few years, whilst the Q-commerce stores have gained more market share.

Segmentify offers the best personalised solutions to Q-commerce websites and applications to increase website traffic and grow conversation rates. With Personalised Search, Q-commerce websites can fully personalise and customise their search boxes and search results depending on the visitors’ search and previous data. Contact our team to book a free trial and try our exceptional solutions!

In our last two blog articles, we discussed the significance of customer engagement and the different types of customer engagement strategies you can implement to improve it. And with this article, we finalise the journey we set out to explore customer engagement. As vague a term as it seems, we made it clear that customer engagement is key to success for an eCommerce business. But how will you know whether your strategies are working well? It’s time to see how you can measure customer engagement to assess your current strategy and improve customer engagement further. 

Key Takeaways

Why Should You Measure Customer Engagement?

To influence your customer’s actions – whether that means making a purchase, reading a blog post, joining a newsletter, or anything else – you need to invest in customer engagement strategies and then monitor their success.

Besides its contribution to revenue and retention, your customer engagement tells you a lot about the relationship between you and the customer. It helps you anticipate any long and short-term plans regarding customer satisfaction. Measuring customer engagement means setting up specific metrics that will tell you whether visitors are taking the desired actions on your website through their journey and if their actions are compatible with your goals.  

3 Metrics to Use When Measuring Customer Engagement

Activity Time

You may think that activity time equals “session duration”. But there is an important difference between these two metrics. While the latter is a measurement Google Analytics provides, which shows how long a visitor stays on one of your web pages, activity time indicates how long they interact with the said page.

Thus, activity time doesn’t count if someone clicks on your site, gets distracted for an hour, and then leaves. An impressive session duration could even mean that users are literally walking away or opening another tab – not actually interacting with your website.

If your customer engagement efforts have paid off, people should be spending more time on your page, but more importantly, they should also be interacting with it more. So, it is important to pay attention to activity time and consider it while evaluating your customer engagement strategies. 

Visit Frequency

If a customer is engaged or retained, it means that they keep coming to your website and will most likely keep doing it. However, when assessing this metric, you need to consider your various buyer personas.

For example, if your buyer persona should be returning to your website daily, then you want an extremely high visit frequency. On the other hand, you may sell a product that will last customers for a year. Therefore, you apparently shouldn’t see them returning several times during that 12-month period.

Core User Actions

Core actions are the essential actions of your product or website. Every product or service has different core actions its visitors are expected to take. For example, the core action of YouTube is uploading and watching videos; for Twitter, it is tweeting. For an eCommerce store, a core action is viewing products, adding them to the cart, and checking out, etc. 

When users consistently take those core actions, it’s viewed as a positive indication of adoption. If you notice that the activity-time metric is high, but your core action use is low, it probably means that your users don’t know how to carry out those actions, so there’s a usability problem you have to address on your eCommerce site.

Do they have trouble finding what they are looking for? Is there a problem with the check-out process? Is it too complicated and overwhelming to carry out? In any case, you need to find ways to motivate the user to take the core actions of your website in light of your findings. 

There may also be new features on the website, though. When users begin exploring those, it shows that adoption is growing further. These users are now clearly enjoying the experience your site provides.

However, suppose you’re not seeing any core actions being taken. In that case, you should know that your customer engagement is suffering, and, as a result, you’re unable to earn the desired actions your company needs to turn profits.

The Top 10 Tactics to Measure Customer Engagement in 2023

Whatever your strategy was in 2022, in 2023, set new business goals and start working on them accordingly. Here’s a list of indicators that will give you in-depth insight into the situation of your customer engagement. 

1. Social Media Listening

In our previous blog article, we talked about the many ways you can benefit from social media. One of them is connecting with your customers. It is critical for establishing a good relationship with your customers and receiving feedback from them in order to enhance customer engagement.

2. Net Promoter Score (NPS)

You’ve probably come across or maybe answered a Net Promoter Score survey. It is a form of asking customers about the likelihood of them recommending your product to others. Since it is directly asked to customers, it provides reliable results regarding customer engagement. And you get your NPS, the likelihood of customers recommending your products to others, through these surveys. 

3. Customer Effort Score (CES)

The Customer Effort Score shows the amount of effort that customers have to put into getting a problem solved or getting in contact with you. If your customers have a hard time getting what they want through their customer journey, then they most likely won’t be that eager to maintain their relationship with your business. The easiness of an experience, nonetheless, indicates the level of satisfaction and even loyalty of your customers.

4. Customer Lifetime Value (CLV)

CLV is the expected sum of all revenues a customer will generate for a business. Being of significant connection with customer engagement, it is an excellent indicator of success in business and gives an in-depth insight into your business. It is one of the most important metrics for a business, and if you turn a blind eye to it, you are missing so many opportunities and might even face loss.

For everything you need to know about CLV and how to calculate it, read our blog here.

5. First Call Resolution (FCR)

Another metric highly associated with customer satisfaction is FCR. It shows the rate of customer inquiries that could be solved the first time a customer resorted to your help. So that they don’t have to come back to you about the same problem. Seeing that you are eager to be of service and resolve their problems, and further, capable of doing that, they will leave satisfied, have their needs met, and be prone to come back. 

6. Average Handle Time (AHT)

Getting a problem solved the first time is great and tells a lot about a business. But what about the amount of time it takes to resolve a customer problem? If not immediately, you should respond and deal with the issue in a reasonable time. 

7. Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score is a metric that measures customer happiness with a product, service, or their interaction with a business. It can be measured by a survey where customers are asked if they are satisfied with their experience, e.g., a finalised purchase or customer service. If the feedback is negative, you can ask follow-up questions to understand and solve the problem more efficiently. 

8. Engagement Rate

Engagement rate is not about impressions or views, but rather about the number of comments, likes and shares, in a word, engagement, your content gets. It gives you information about the active users and how active your customer engagement is. 

9. Bounce Rate

Bounce rate is the percentage of visitors that leave the website immediately after they enter, before visiting other pages on the website. It is, in fact, the enemy of customer engagement.

10. Virality

Viral marketing strategy has always been effective in many aspects. It is useful for customer engagement as well. Something being viral means it becomes popular by word of mouth. It’s great for customer engagement as much as it is for promoting a product. By nature, viral content urges users to react, which evokes emotions and thus creates memorable experiences that users would associate with the brand behind the video. 

Key to Customer Engagement: Personalisation

Knowing the customer engagement metrics we just discussed is valuable. Tracking them will make a big difference, too. 

However, you could spend a lot of time and money on trying to improve your results and still not move those metrics as much as you had hoped. The secret ingredient to optimise customer engagement is personalisation. In short, it is a form of customer engagement that modifies your website in real-time.

Providing personalised shopping experience for each customer would improve customer engagement because they wouldn’t have to spend their time searching for what they want and run the risk of leaving because they couldn’t find what they wanted.

Make personalised recommendations to show that you know and care about what they want or need even before they realise they do. That way they’ll have a much quicker way to be a retained customer and repeat their purchases, and even be a promoter of your business. 

Wrapping Up

In our blog series about customer engagement, we have touched upon so many things surrounding the matter. Starting with the significance of customer engagement, we talked about different types of strategies and finally how to measure customer engagement. 

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