Skip links
customer using customer engagement system on mobile phone

Why is customer engagement important

Creating deeper, more meaningful connections with customers is the cornerstone of any organisation’s success and growth in today’s bustling market.  Companies need to invest in customer engagement in order to build trust and loyalty. Establishing personal relationships with customers is the key to creating successful, long-term customer relationships.

In this article, we will uncover why is customer engagement important and why it stands as an indispensable element in the competitive marketplace, analysing its essence and significance.

What is customer engagement?

The goal of customer engagement is to nurture ongoing interactions between a business and its customers. These interactions span across multiple channels, creating a continuous dialogue that moves beyond a one-time transaction. 

Businesses aiming for longevity and success need to understand the importance of customer engagement and engage their customers in order to build a loyal and satisfied customer base.

The importance of customer engagement

The benefits of fostering robust customer engagement are multifaceted, highlighting its critical role in business strategies:

Enhanced customer loyalty

Regularly engaging with customers builds trust and cultivates loyalty. This loyalty translates into customer retention, repeat purchases, and increased customer lifetime value. Solutions such as Trust Payments’ Loyalty underscore the potential of engagement strategies to solidify customer engagement and help you use powerful data-driven marketing to keep your customers coming back for more.

Increased customer satisfaction

Through active engagement, businesses gain deeper insights into their customers’ needs and pain points. This understanding is instrumental in tailoring products and services to enhance customer satisfaction, thereby fostering a positive brand perception.

More selling opportunities

Engagement provides valuable data that can be analysed to uncover cross-selling and upselling opportunities. Personalisation, powered by insights from payment data provided by Trust Payments, enables businesses to capture these opportunities effectively.

Word-of-mouth marketing

Satisfied and engaged customers are more likely to share their positive experiences with others, both online and offline. This form of word-of-mouth marketing is invaluable, extending the reach of a brand’s message far beyond its immediate audience.

Measuring customer engagement

To optimise and refine engagement strategies, businesses employ various metrics to gauge the level of customer interaction:

Repeat customer rate

This metric reflects the percentage of customers who make more than one purchase, indicating loyalty and satisfaction. A high repeat customer rate suggests that the company’s products or services are meeting customer needs and are being well-received. It can also help to identify customer trends, such as popular products or services that customers are returning to.

Social media enegagement

Likes, shares, and comments on social media platforms offer insights into how customers interact with a brand’s content. This data can be used to measure the success of a campaign, identify target audiences, and tailor future content accordingly. Additionally, feedback generated from social media engagement can help to inform product development decisions.

Net Promoter Score (NPS)

NPS measures customer willingness to recommend a brand to others, serving as a powerful indicator of customer satisfaction and engagement. NPS is calculated by asking customers a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Customers rate on a scale of 1 to 10, and companies then calculate the score by subtracting the percentage of detractors from the percentage of promoters.

Average session duration

On digital platforms, the length of time spent by visitors signifies engagement levels and interest in the content. The longer the average session duration, the more likely a visitor is to take action. Shorter sessions durations may indicate that visitors are not engaging with the content or are not finding what they are looking for. To maximise engagement, it is important to optimise websites and content for shorter page load times.

Email open rate or click-through rate (CTR)

These metrics measure the effectiveness of email marketing campaigns in capturing customer attention and driving engagement. A high open rate indicates that customers are interested in the content of the email, while a high CTR indicates that customers are interested in taking action based on the content of the email. These metrics are important to track in order to measure the success or failure of an email campaign.

As a result of understanding these metrics, businesses can tailor their customer engagement strategy more effectively, ensuring that efforts are aligned with the preferences and behaviours of their customers.


We all know that engaging with customers is not just about transactions –  it’s about building relationships that last. Customer engagement is vital in nurturing customer loyalty, satisfaction, and, ultimately, business growth. 

Our customer engagement solutions, Loyalty and Payment Analytics, will help your business ensure a more personalised and meaningful interaction with your customers, laying the groundwork for sustained success. 

Businesses looking to deepen their customer engagement and explore the solutions that can facilitate this goal can also look at our broader offerings in Retail and Converged Commerce as a step in the right direction. 

Engage, understand, and grow with your customers, for they are the most valuable asset in any business’s journey towards success. Get in touch today!

Security statement

Security is our top priority at Trust Payments and we strive to ensure that all data is kept secure at all times We keep all customer data safe with AES256 encryption, SSL Certificates, and a minimum of TLS1.2, between your website and our datacentres.

Our systems are scanned quarterly using the Qualys PCI Platform, an independent Qualified Security Assessor (QSA) and approved vendors – Omnicybersecurity (UK) & Forgenix (US) – to ensure compliance with the security requirements of the card schemes.

We follow a number of rigorous security procedures on a daily basis including, but not limited to, continuous monitoring of our perimeter, dark web monitoring, and internal checks to ensure that CIA triad is maintained at all times.

Keep up with the latest in payments!

Fill the form below to sign up to our mailing newsletter.