How to Increase Customer Engagement: Proven Strategies to Boost Loyalty

Think about customer engagement for a moment. It’s not just about a transaction or a one-off purchase anymore. It’s about building a genuine, two-way relationship with your audience—a real conversation that keeps going long after the sale is complete.

This means delivering experiences that feel personal, being there when they need you, and consistently offering something of true value. At its core, it's about making your customers feel seen, heard, and genuinely appreciated every step of the way.

What Modern Customer Engagement Really Means

In today's world, customer engagement is the very pulse of a healthy brand. It's the emotional connection someone feels with your business, a bond built from a series of consistent, meaningful interactions. A few years ago, the purchase was the finish line. Now? It’s the starting block for the relationship.

Customers today have high expectations, and rightfully so. They're looking for more than just a great product. They want to feel like they belong to a community, a tribe, where their voice actually matters.

This fundamental shift means we have to move from broadcasting at our audience to creating a real dialogue with them. The goal is to transform passive buyers into active participants and, eventually, your most passionate advocates.

The Core Pillars of Engagement

To build this kind of deep connection, you really need to nail three foundational pillars. These aren't just buzzwords; they're the non-negotiables that work together to build trust and foster loyalty over the long haul.

To truly understand how to build lasting relationships, it helps to break down the core components of a solid engagement strategy. These pillars are the bedrock upon which all your engagement efforts should be built.

Ultimately, a strong strategy often involves developing a thriving online community where your biggest fans can connect with each other and your brand. It’s about creating a space that’s all yours.

The Indian Digital Context

Of course, knowing your local market is crucial, especially somewhere as vibrant and fast-moving as India. The e-commerce scene here is absolutely exploding, thanks to widespread internet access and smartphone use.

Think about these numbers for a second. In 2024, India had a staggering 806 million internet users. The number of online shoppers also jumped by 28 million, bringing the total to 238 million.

And here’s the real kicker: 81.2% of all online purchases happen on a mobile device. That tells you everything you need to know. A mobile-first strategy isn’t just a good idea anymore—it’s essential to connect with this massive audience.

If you're looking to craft more compelling narratives that resonate, you might find our guide on what is digital storytelling helpful.

Using AI for Hyper-Personalised Interactions

Let's be honest, the days of one-size-fits-all messaging are long gone. True customer engagement today is built on making people feel seen and understood. This is where AI steps in, helping you create deeply personal experiences, and do it at a scale that was never possible before.

We're not just talking about dropping a customer's first name into an email subject line. AI digs deeper. It can analyse everything from purchase history and browsing habits to past support tickets to get a real sense of what each person wants. This allows you to offer up product recommendations and content that genuinely resonate, turning casual browsers into your biggest fans.

Going Beyond Basic Personalisation

Think bigger than just product suggestions. Advanced AI lets you create tailored content that acknowledges specific needs or celebrates important moments in the customer journey. It’s a powerful way to show you’re paying attention.

Imagine sending a brand-new customer a personalised video that walks them through the cool features of the product they just bought. Or what about a surprise video message for a loyal customer on their "purchase-versary," just to say thanks?

These are the kinds of AI-driven touches that create memorable moments. Tools like BeHooked are built for this, letting you automatically generate custom videos for different customer segments.

"True personalisation is about empathy at scale. It’s using technology not to replace human connection, but to create more opportunities for it by delivering the right message, at the right moment, in the most human way possible—often through video."

The impact of this approach is undeniable. You can dive deeper into the AI in video campaigns and its personalisation benefits in our detailed guide.

AI in Indian Customer Service

In India, the demand for smart, AI-driven interactions is already booming. The quick uptake of AI chatbots has completely changed what people expect from customer service.

A recent report found that a staggering 80% of Indian consumers regularly use AI chatbots for things like checking on a complaint or getting product info. What's more, 82% of customers say these AI tools have actually raised their standards for service quality. This points to a clear demand for instant, intelligent support.

This isn't a challenge; it's a massive opportunity. By weaving AI-powered video and personalised messages into your customer service, you can not only meet these high expectations but exceed them, creating experiences that make you stand out.

Create Valuable Content That Sparks a Conversation

If you want to have meaningful conversations with your customers, you need to give them something worth talking about. The secret to boosting engagement isn't just selling; it's about becoming genuinely useful. Think about educating, entertaining, and solving real-world problems for your audience.

The goal is to create content that people don't just see, but feel an urge to share and discuss.

First, you need to get inside your audience's head. What are their biggest headaches? What questions keep them up at night? Dig deep and find those pain points.

Once you know what they're struggling with, you can create content that offers a solution—whether it's an insightful article, a practical tutorial, or a quick, fun video clip. That’s how you stop being another brand shouting into the void and become a trusted resource.

Make Video Your Secret Weapon for Engagement

Written content has its place, but video is where engagement really takes off today. It's personal, dynamic, and grabs attention like nothing else. Time and again, we see that video gets far more interaction than any other format, making it an absolute must-have in your toolkit.

Now, imagine what happens when you bring AI into the mix. You could automatically send a new customer a personalised welcome video that actually uses their name. Or, after someone makes a purchase, you could follow up with a custom video showing them exactly how to get started. These aren't just generic marketing messages; they're one-on-one interactions, delivered at scale.

Video turns passive scrolling into an active, engaging experience. It’s the closest thing to a face-to-face chat online, which is precisely why it’s so incredible for building genuine community and trust.

Tools like BeHooked make this surprisingly simple. You can take a basic text prompt and turn it into a polished, professional-looking video in just a few minutes. This kind of speed means you can consistently put out high-quality videos that keep your brand on your audience's radar.

If you're curious, we break down why video content boosts brand engagement so quickly in another article.

Ideas for Practical Content That Truly Connects

The best content offers clear, straightforward solutions. Your aim should always be to empower your audience, giving them the knowledge and confidence they need to tackle their challenges.

Not sure where to start? Here are a few content ideas that get people talking:

• Problem-Solving Videos: Create short, snappy tutorials that walk viewers through a common problem in your industry. Keep it simple and direct.

• Behind-the-Scenes Glimpses: Pull back the curtain and show the people behind your brand. Introduce your team or give a tour of how your products come to life.

• Live Q&A Sessions: Host "Ask Me Anything" events on social media. Answering questions in real-time is a fantastic way to build trust and make your community feel heard.

When you consistently deliver content that helps, informs, and connects on a human level, you give people a real reason to stick around and engage with your brand for the long haul.

Crafting a Seamless Omnichannel Experience

Your customers don't think in terms of channels. To them, you're just one brand. Whether they’re on your website, scrolling through Instagram, or opening an email, that experience needs to feel like part of the same conversation.

An omnichannel strategy is all about blurring the lines between these touchpoints to create one fluid, connected journey.

This means a customer can start a chat with a bot on your site and then seamlessly pick up that same conversation over email without ever having to repeat themselves. It’s about building a single, unified view of each customer that tracks their interactions everywhere.

When you nail this, you stop being a collection of separate channels and become one brand your customers can rely on.

Connecting the Dots for a Unified Journey

First things first, you need to map out your customer's journey. Pinpoint every single place they interact with your brand and start thinking about how you can link those moments together. The aim is to make switching from one channel to another feel completely effortless.

Imagine this: a customer finishes a support call with your team. A few minutes later, they receive a personalised AI-generated video summary of the call on WhatsApp. This not only confirms what was discussed but also adds a surprisingly thoughtful and high-value touch.

With a tool like BeHooked, creating these kinds of personalised videos on the fly becomes simple, helping you reinforce key messages and make every customer feel genuinely seen.

An omnichannel approach is really about meeting your customers where they are, instead of forcing them into the channels you prefer. It’s a customer-first mindset that puts convenience and consistency front and centre.

This image really drives home why an integrated strategy is so important. Engagement rates can be wildly different from one channel to the next.

As you can see, some channels like mobile apps naturally pull in higher engagement. A solid omnichannel plan doesn't just focus on the high performers; it makes sure every single touchpoint works in harmony to guide the customer forward.

Omnichannel vs Multichannel Engagement

It's easy to confuse these two terms, but the difference is huge. A multichannel approach is about being present on multiple platforms, while an omnichannel approach is about connecting them into a single, seamless experience. Here’s a quick breakdown:

Ultimately, a multichannel setup just gives customers more ways to reach you. An omnichannel strategy ensures that no matter which way they choose, the experience is consistently great.

The Omnichannel Wave in India

In India, the game has changed. Businesses are no longer just competing on product or price; they’re competing on customer experience. This shift is fuelling massive investment in Customer Experience Management (CEM) strategies designed to keep customers happy and loyal.

The numbers don't lie. The Indian CEM market is expected to explode from US$1.06 billion to a staggering US$3.3 billion by 2031, growing at an annual rate of 17.6%.

What’s driving this? A massive part of it is the smart use of AI analytics and omnichannel engagement to deliver the kind of smooth, personalised experiences that customers now demand. You can get more details on India's customer experience market growth on openpr.com.

To ride this wave, having a consistent presence everywhere your audience hangs out is non-negotiable. Our guide on building a powerful social media content strategy can help you make sure your social channels are perfectly in sync with your wider omnichannel goals. By creating that unified journey, you build trust, earn loyalty, and see customer engagement climb across the board.

Turn Feedback into Your Greatest Asset

Real, lasting engagement isn’t a monologue; it’s a conversation. If you want to build trust and show your customers you’re genuinely invested in them, you have to listen. More than that, you have to act on what you hear.

This goes way beyond sending out an annual survey. It means actively seeking out what people are saying about you across the web—combing through social media mentions, digging into product reviews, and analysing support tickets. These channels are goldmines of unfiltered, honest opinions that tell you exactly what’s working and what isn’t.

From Listening to Doing

Just collecting feedback is half the battle. The real magic happens when you translate those insights into real, tangible improvements. An effective customer feedback analysis is your key to spotting patterns and figuring out where you can make the biggest impact.

This process helps you zero in on the changes your customers are actually asking for. For example, if you notice multiple people mentioning they’re confused by a new feature, that's your cue to create a quick tutorial video or simplify your onboarding. Acting on this shows you're not just hearing complaints—you're solving problems.

Closing the Loop (With a Personal Touch)

Now for the most important part: closing the loop. This means getting back to your customers and showing them exactly how their input led to a real change. It's how you turn them from passive buyers into active partners in your brand's growth.

Think about it. A customer suggests a product improvement. A few weeks later, you not only roll out the update but also send them a quick, personalised video thanking them. With a tool like BeHooked, you can record a short video explaining how their idea helped shape the new release.

This simple, proactive gesture does more than just improve your product. It makes your customers feel incredibly seen and valued. It’s a powerful way to turn constructive criticism into a moment of connection that builds unshakable loyalty.

This direct acknowledgement is what separates good brands from great ones. When you keep track of these efforts, you’ll see the impact on your bottom line. Understanding the right social media engagement metrics will help you measure exactly how these feedback-driven improvements are strengthening your community.

Simple Ways to Invite Feedback

You have to make it dead simple for customers to share their thoughts. If it feels like work, they won’t bother.

Here are a few practical ways to keep the conversation going:

• In-App Prompts: Use simple, non-annoying pop-ups to ask for a quick thumbs-up or down right after someone uses a feature.

• Social Media Polls: Run quick polls on Instagram or X to get a feel for what people think about new ideas or upcoming features.

• Targeted Feedback Emails: Send a personal email to a specific group of customers asking about their recent experience.

By weaving feedback into your daily operations, you build a culture of constant improvement that puts your customers right where they belong: at the centre of everything you do.

Conclusion

Boosting customer engagement isn’t about finding a single silver bullet. It’s about consistently showing up for your audience in ways that matter. From delivering hyper-personalised AI-driven video content and creating genuinely helpful resources to building a seamless omnichannel journey and actively closing feedback loops, every action builds on the last. When you make customers feel seen, heard, and valued, you transform simple transactions into lasting relationships and turn casual buyers into your most passionate advocates.

Frequently Asked Questions

1. What is the fastest way to improve customer engagement?

The quickest win is almost always proactive, personalised communication. Using AI-powered tools to send targeted video messages—like a welcome video for a new customer or a quick thank-you after a purchase—creates an immediate and memorable connection that cuts through the noise.

2. How can I measure the ROI of my engagement efforts?

You can track the return on your investment by looking at key business metrics like customer lifetime value (CLV), churn rate, and repeat purchase rate. Also, keep an eye on channel-specific metrics like social media engagement, email open/click-through rates, and customer satisfaction scores (CSAT) to see how your initiatives are directly influencing behaviour.

3. Can small businesses with limited budgets still create effective engagement strategies?

Absolutely. You don't need a huge budget to make a big impact. Start by focusing on high-impact, low-cost activities. Actively listen and respond to every customer on social media, start a simple email newsletter with valuable tips, and use an affordable AI video tool like BeHooked to produce slick, engaging content without needing a full production team.

Ready to create stunning videos that capture attention and drive engagement? BeHooked transforms your ideas into studio-quality videos in minutes. Start creating for free today and see the difference for yourself.