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  • Writer's pictureKatie Tame

​​The Importance of Customer Engagement and Effective Messaging in Retail

Expectations on what brands can offer consumers is now determined by more than just a product - customers anticipate further engagement from retailers in order to win their business. With a saturated market offering an overwhelming variety of enticing choices, brands are increasingly being forced to compete based on the quality of their service and the relationships they can build with their clientele. The consumer demand for a seamless sales journey is setting higher standards, and it is becoming increasingly difficult to remain relevant. This is where effective customer engagement becomes crucial. To begin with, retailers should formulate a personalized engagement strategy that drives relationships as the building block for growth. Clienteling becomes essential here, offering sales teams the opportunity to craft a bespoke journey for each client that transforms transactional moments into long-lasting connections. Sales teams who understand the value of investing in customer engagement stand to foster enduring relationships and unlock higher earning potentials.


What is retail customer engagement?


In essence, customer engagement refers to the strategic interactions between businesses and their customers, encompassing all communication between a brand and its clientele across various digital and physical platforms. This form of engagement aims to foster relationships and cultivate brand loyalty, thereby facilitating customer retention.These interactions occur through various channels such as in-store visits, email correspondence, e-commerce websites, phone support, social media platforms, live chat services, and more. While this may seem straightforward in theory, its implementation can be both complex and challenging for an already busy sales teams. Modern consumers no longer follow a singular form of shopping - the contemporary retail customer journey spans both physical and digital spheres, accompanied by heightened expectations. Effectively engaging customers across appropriate digital channels can significantly enhance engagement outcomes. Each client holds significance, and the manner in which these interactions are delivered carries substantial weight. Just offering exceptional products is no longer sufficient—retail clients now demand outstanding experiences across every channel, tailored to their preferences and convenience. Effective customer engagement entails understanding and addressing customer needs at each stage to nurture enduring relationships.


Why is Customer Engagement Important


Consistent and relevant engagement holds the potential to bolster sales and diminish churn rates. 80% of customers assert that the experience provided by the sales associate is equally significant as the product itself[1].

Clienteling and customer engagement is important for many reasons, below are the top 3:

  • Acquiring new customers costs anywhere from five to twenty five times more than retaining an existing one[2].

  • An increasing number of consumers expect brands to expedite the digital experience and offer omni-channel communication.

  • Customers expect personalized engagement based on their previous behaviors, and for retailers to anticipate their wants and needs before even they do.


Meeting these expectations may pose challenges to sales teams, yet doing so provides brands with a competitive edge that competitors without a clientling strategy lack. Customer engagement holds immense importance in retail as it fosters brand loyalty and provides valuable insights into preferences, thereby shaping business strategies.

The advantages of prioritizing customer engagement include:

  • Enhanced customer satisfaction: Engaging customers effectively cultivates loyalty, leading to heightened satisfaction levels. This is significant because the contemporary retail market is fiercely competitive, with customers readily exploring alternative brands if their expectations aren't met. Despite pressure to boost profits, many retailers risk compromising customer experiences by resorting to cost-cutting measures such as inflated fees, diminished product quality, and reduced customer service.

  • Increased customer retention rates: Acquiring new customers is a costly endeavor. To remain competitive, brands must leverage emerging technology and clienteling platforms and provide personalized services to stay relevant. Traditional standards of service are no longer sufficient in meeting the expectations of customers. Therefore, retaining customer trust and business is paramount. Brands must utilize available data intelligently to enhance customer experiences or risk losing them to competitors.



What are the Phases of Customer Engagement?

It's important to recognize that the cycle of customer engagement may not always follow a linear path, as customers can move back and forth between them.

Typically though, sales associates must begin the process with the below:

  • Awareness: This initial stage occurs when customers become acquainted with a product, service, or brand. The objective is to capture the attention of potential customers and introduce them to your offerings.

  • Interest: Customers actively seek additional information, explore features and benefits offered by the retailer and product, and compare offerings from different providers. Sales teams must provide compelling content, engage in meaningful conversations, and highlight unique selling points to sustain customer interest.

  • Consideration and Conversion: This signifies the moment when a potential customer makes a purchase decision and transitions into a paying customer. Brands should ensure a seamless purchasing process, offer incentives, and address any concerns or objections to facilitate conversion.

  • Loyalty: Arguably one of the most important phases for establishing customer engagement is post purchase, where sales associates should aim to cultivate satisfied customers into loyal brand advocates who continue to support and endorse their brand. Building robust relationships, providing exemplary customer service, soliciting feedback, and offering rewards can aid in fostering loyalty and motivating customers to advocate for the brand.


Tips for Effective Customer Engagement


  • Personalize the Retail Customer Journey: Both sales associates and consumers recognize the importance of personalization. A tailored approach not only enhances the customer experience but also drives revenue, and given heightened expectations of the modern shopper, delivering a generic experience is no longer acceptable. Employ empathetic communication strategies, acknowledging customers' increased reliance on online platforms. Sales associates who emphasize relevance, personalization, and content value in their interactions brand stand out amidst growing competition.

  • Provide Multichannel Assistance: Expand your clienteling efforts across various channels and enhance options so that customers feel as though their needs are more directly met. Modern consumers expect flexibility in their shopping experiences, including access to support through their preferred channels. Whether it's live chat, social media platforms, phone calls, emails, physical store visits, or even text messaging, shoppers seek assistance on the platforms that suit them best. To optimize your omnichannel retail strategy, analyze customer interactions across all channels and tailor your approach accordingly. Retail embodies an instantaneous, interactive, and immersive shopping experience that seamlessly blends the best aspects of in-store and online shopping. The essence lies in providing customers with diverse avenues to engage with your brand, fostering deeper and more fulfilling interactions.

  • Showcase Empathy and Support: Demonstrate your brand's values by showing genuine care and support for your customers. Sales teams who react  promptly to customer sentiments and proactively engage with personalized interactions are considerably more likely to convert transactional shoppers into loyal buyers.

  • Enhance the Sales Process for Customers: Streamlining the process for customers from the point of purchase to the potential need for a return or exchange presents a significant opportunity for many retailers. Offering straightforward, hassle-free service can serve as a compelling incentive for customers to make purchases initially, demonstrating your commitment to supporting them throughout their entire journey. Moreover, returns represent a valuable opportunity to elevate the overall customer experience. Retailers can analyze data to identify potential pain points and address them effectively.

  • Use Data and Insights: Encourage customers to share information by offering incentives such as loyalty points or discounts. Collecting data enables personalized offers and strengthens customer loyalty. Key data points to gather include names, birthdays, product interests, and preferred communication channels. Utilize real-time reporting and analytics to track customer behavior and campaign performance. Set clear goals, analyze customer sentiment, and adapt marketing communications accordingly. By understanding the customer journey and preferences, you can tailor messaging to drive engagement and conversions, maximizing ROI.


Effective customer engagement and messaging for your brand is indispensable. Sales teams and their ability to communicate and connect with customers significantly impacts customer loyalty and performance. However, enticing customers to engage and maintaining their engagement poses a challenge for many local businesses. Prioritizing customer engagement not only nurtures brand loyalty but also equips retailers with invaluable insights to navigate the evolving retail landscape effectively. Brands must equip themselves and their sales teams to embrace digital interactions and infuse their communications with a human touch to align with customer expectations. Leveraging an omnichannel-powered clienteling solution like BSPK empowers sales teams to establish long-lasting connections precisely when needed, delivering the appropriate message through the optimal channel. Request a demo today and learn how to redefine the sales process with BSPK.





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