Customer engagement pertains to the interactions customers have with your brand across various channels, whether online or in-person. These interactions encompass activities such as website visits, app downloads and usage, social media interactions, email reading, response to push notifications, or visits to physical stores. Many brands employ customer outreach strategies—via email, push notifications, in-app messages, social media posts, and other mediums—to foster consistent engagement among their audience.

Brands monitor customer engagement to assess the resonance of their campaigns and brand message, providing insights into whether specific customers or audience segments are responding positively to the campaigns or are at risk of disengagement.

Customer acquisition represents just the initial phase of expanding your customer base. Effective engagement with customers is essential for retaining them over the long term. Therefore, customer engagement campaigns play a pivotal role in cultivating enduring customer relationships.