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Customer engagement examples and strategies | Braze
2026-03-07 22:09 Diff
https://www.braze.com/resources/articles/customer-engagement-examples
Ninety-one percent of retailers now use technology to add emotional resonance to their messaging because customer expectations are high. That push toward relevance at scale is what successful customer engagement delivers, turning meaningful moments across the journey into value for both customers and brands.
Powered by real-time data, strong programs increase loyalty and reduce churn. In this article, we’ll discuss what strong customer engagement looks like, share insight into customer engagement strategies, and provide a wealth of customer engagement examples to inspire.
Contents
What does customer engagement mean?
Customer engagement strategy examples
13 customer engagement use cases
Real-life customer engagement examples
Final thoughts on customer engagement examples
FAQs about customer engagement examples
What does customer engagement mean?

Customer engagement is how brands build ongoing relationships throughout the entire journey—not through a single campaign, but across every useful touchpoint. The strongest programs share a few traits:
Unified data: A single view of each customer, updated in real time, so that context travels with customers across channels and devices.
Personalization at scale: Content, timing, and offers adapt to behavior, preferences, and lifecycle stage.
Cross-channel orchestration: Email, push, in-app, SMS, and web channels work together, not in silos, to guide the next step.
Experimentation and measurement: Teams test, learn, and roll out what works using clear goals, holdouts, and lift analysis.
Respect for privacy and choice: Messaging honors consent, frequency, and channel preferences.
Lifecycle thinking: Journeys span onboarding, activation, repeat use, loyalty, and win-back, with clear success metrics at each stage.
When these pieces come together, brands turn everyday customer interactions into an improved customer experience, which can lift many metrics, from customer retention to revenue to customer lifetime value.
A strategy sets direction, and tactics execute against that strategy. There are lots of ways to increase customer engagement, but it's important to note the difference between these two.
The following customer engagement strategy examples show how areas of the customer lifecycle can be approached with a strategic overview to maximise the opportunities for growth.
Personalized onboarding

Welcome new users with tailored checklists, in-app tips, and timely nudges based on what they have or haven’t done, for higher activation and stronger retention.
Lifecycle automation

Orchestrate journeys from first purchase to repeat use and win-back campaigns. Trigger messages based on key events and milestones so context carries through the customer journey.
Cross-channel campaigns

Coordinate email, push, in-app, SMS, and web channels. Match channels to the moment—for example, alerts via push, education by email, quick actions in app—so each touchpoint advances the next step.
Re-engagement programs

Spot inactivity early, address friction with education or support, and experiment with timing and channel to bring customers back.
Loyalty and rewards

Make progress visible, celebrate milestones, and prompt redemptions or tier moves with relevant offers that reinforce habits.
Experimentation and optimization

Use holdouts and A/B tests to validate content, timing, and channel mix. Ship the winners, archive the rest, and keep a clear read on incremental lift.
Recommendations and dynamic content

Suggest the next best product, feature, or content using real-time behavior and preferences, updated as customers interact.
Feedback and service communications

Ask for ratings and surveys at meaningful moments, acknowledge what you heard, and communicate proactively about outages, delays, or fixes.
Transactional turned helpful

Turn receipts, confirmations, and status updates into guidance on what to do next—how to use the product or service, what to try, or when to replenish.
13 customer engagement use cases

Below are practical examples and models used across different industries to improve customer engagement. Each one highlights opportunity, a concise strategy, and key takeaways you can adapt to your tech stack, audience, and goals.
1. Lead nurturing workflows

Guide prospects from awareness to purchase with sequenced campaigns that build trust over time. Mix channels to stay present without adding noise.
Example use case: B2B software nurture

Welcome email with helpful resources
Case study spotlight via email
Invitation to a live demo or webinar
In-app message nudging free-trial signup
Retargeting ad reinforcing the value prop
Opportunity

You’ve captured interest, but the lead isn’t ready to buy and may go cold without steady, relevant touchpoints.
Strategy

Build a staged workflow that starts broad with education, adds social proof, then introduces conversion prompts. Coordinate email, in-app, and ads.
Key takeaways

Map content to buying stages.
Space sends to avoid fatigue.
Track movement to sales-qualified stages, not just clicks.
2. Personalized onboarding and activation

Help new users find value fast with tailored checklists, tips, and nudges based on what they have—or haven’t—completed.
Example use case: Consumer finance app onboarding

Day-0 welcome email and push
In-app checklist tied to key setup steps
SMS reminder if KYC isn’t finished after 24 hours
Email with first-use tips once the card is activated
Push celebrating the first transaction
Opportunity

New users stall when early steps feel unclear or high effort.
Strategy

Trigger messages off setup events, show progress in app, and remove friction with short, contextual guidance.
Key takeaways

Focus on time to first key action.
Personalize channel—tips in app, summaries by email.
Celebrate momentum to reinforce habit.
See personalized onboarding in action.
3. Re-engagement and lapse prevention

Detect early inactivity and respond with education, support, or well-timed offers.
Example use case: Streaming service reactivation

Push reminder after 7 days without a session
Email with “because you watched” picks
In-app row highlighting unfinished shows
Offer-based message only after two no-play windows
Opportunity

Interest fades quickly when options feel overwhelming or irrelevant.
Strategy

Use inactivity windows and affinity data to present low-effort, high-fit choices before discounting.
Key takeaways

Personalize the “reason to return.”
Escalate incentives only after value-based nudges.
Measure reactivation and subsequent 14-day retention.
See churn reduction in action.
4. Cart and browse abandonment

Recover intent with timely, contextual follow-ups that make the next step easy.
Example use case: Retail e-commerce abandonment

Email with the exact items left behind
Push with size/stock status
SMS with pickup or fast-delivery options
Final reminder with social proof or reviews
Opportunity

Shoppers abandon due to friction, uncertainty, or poor timing.
Strategy

Trigger off cart and product events, add inventory and shipping context, and cap frequency to protect trust.
Key takeaways

Move quickly while intent is high.
Answer objections (fit, delivery, returns).
Track recovered revenue and margin, not just orders.
Upgrade your abandoned cart emails with these ideas.
5. Loyalty milestone nudges

Make progress visible, celebrate wins, and prompt redemptions that reinforce habit.
Example use case: QSR loyalty tier movement

Push when points are near a reward threshold
In-app banner showing “X points to free item”
Email recap of monthly activity and perks
Post-redemption message recommending next visit time
Opportunity

Members forget benefits or fail to notice how close they are to rewards.
Strategy

Use tier and points attributes to trigger milestone messages and clear calls to redeem.
Key takeaways

Tie nudges to concrete thresholds.
Keep balances front and center across channels.
Watch redemption rate, visit frequency, and AOV.
Get more inspiration for quick service restaurants.
6. Post-purchase education and replenishment

Turn receipts into relationships by guiding setup, use, and the next need.
Example use case: CPG replenishment flow

Receipt email with care/how-to content
In-app tips based on product purchased
Reminder near expected depletion date
Cross-sell suggestions based on usage
Opportunity

Customers drop off after purchase when they don’t see ongoing value.
Strategy

Follow the ownership timeline with helpful content, then soft-sell replenishment or complements.
Key takeaways

Educate first, sell second.
Time reminders to realistic consumption cycles.
Track repeat rate and time between orders.
Understand the customer lifecycle and how to grow value at each stage.
7. Proactive service and trust communications

Reduce anxiety and support volume with timely, transparent updates.
Example use case: Travel delay communications

SMS alert with new departure time
Email detailing options and compensation
In-app voucher delivery and status tracker
Follow-up survey after resolution
Opportunity

Silence during service issues erodes confidence and loyalty.
Strategy

Use event-driven triggers and webhooks to deliver status, options, and make-goods in real time.
Key takeaways

Communicate early and often.
Pair transparency with next steps.
Measure CSAT (customer satisfaction score), NPS, (net promoter score), and repeat booking.
See real-time personalization leveraged in the travel and hospitality industry.
8. Recommendations and dynamic content

Match the next best product, feature, or content to current intent.
Example use case: News app personalization

Email with topics based on recent reads
In-app “For you” feed with fresh articles
Push for breaking news in followed categories
Digest email summarizing missed stories
Opportunity

Generic content lowers engagement and opt-in value.
Strategy

Use affinities and recency to populate dynamic slots across channels.
Key takeaways

Refresh picks frequently.
Respect quiet hours for alerts.
Track CTR and depth of session, not just opens.
9. Subscription pause and rescue flows

Reduce churn by giving subscribers flexible options and timely guidance instead of a hard cancel path.
Example use case: Skincare subscription retention

In-app “skip or pause” offer when cancel is clicked
Email with shade/skin-type tips based on profile
SMS reminder before next shipment with edit link
Post-pause check-in with tailored routine suggestions
Opportunity
Many cancellations are timing or product-fit issues, not true churn intent.
Strategy
Detect cancel signals early, present low-friction alternatives (skip, pause, swap), and follow up with education tied to goals and preferences.
Key takeaways
Offer flexible options before discounts.
Personalize advice to routine and skin needs.
Track save rate, time-to-reactivation, and downstream LTV.
Find out more about retention analytics.
10. Course progress and completion boosts

Increase course completion by pairing progress visibility with timely nudges and bite-size next steps.
Example use case: Professional certification platform

Email recap of modules completed and what’s next
In-app progress bar with estimated time to finish
Push at preferred study times with “resume where you left off”
Badge unlocked on milestone modules with career-tip content
Opportunity

Learners stall when the next step feels unclear or too big.
Strategy

Use progress events to trigger concise prompts, surface small wins, and schedule nudges when learners typically study.
Key takeaways

Make the next step obvious and small.
Celebrate milestones to maintain momentum.
Measure module completion rate and 30-day active learners.
Learn how to enhance engagement in higher education.
11. Habit building and streaks

Reinforce healthy routines with progress visuals and timely prompts.
Example use case: Health and wellness app

Daily push at the user’s preferred time
In-app streak counter and goal celebrations
Email recap of weekly progress and tips
Push reactivation if a streak is about to break
Opportunity

Motivation wavers without visible progress and timely support.
Strategy

Anchor customer communications to user-set goals and routines, with quick wins early on.
Key takeaways

Personalize timing to each user.
Celebrate milestones, not just endpoints.
Watch week-four retention and session frequency.
Discover how Sonder unlocked the full potential of personalized care.
12. Welcome series and first-run activation

Kick off customer relationships with a short sequence that sets expectations and drives the first key action.
Example use case: B2B SaaS onboarding

Day-0 welcome with “getting started” checklist
In-app tooltip guiding the first feature use
Day-3 email with a quick win tutorial
Push/SMS only if high intent but stalled
Opportunity

Sign-ups stall before the first meaningful action.
Strategy

Sequence messages around setup milestones and role-based content; spotlight one task at a time.
Key takeaways

Tie messages to concrete “firsts.”
Keep the checklist short and visible.
Track time to first key action and day-7 retention.
See how Canva drove new feature adoption with personalized messaging.
13. Online-to-offline (O2O) orchestration

Connect digital browsing with in-store actions to lift conversion and repeat visits.
Example use case: Retail click-and-collect

Email with pickup instructions and upsell suggestions
SMS when order is ready with store map link
In-app receipt with care/how-to content
Post-visit push asking for a quick rating
Opportunity

Gaps between channels create friction and drop-off.
Strategy

Use order, location, and inventory data to time messages around pickup and post-purchase moments.
Key takeaways

Match channel to the moment (alerts via SMS, details by email).
Add helpful content to receipts, not just confirmations.
Track pickup completion, upsell rate, and next-visit timing.
Read how connecting physical and digital retail experiences are reshaping consumer behavior.
Real-life customer engagement examples

The following examples show how brands applied customer engagement marketing strategies with clear outcomes across channels and stages of the journey.
Fries to the occasion: A comeback built on data

KFC Spain is known for bold, witty marketing. When years of fry complaints threatened brand loyalty and love, the team paired a better recipe with a data-driven apology—using Braze to turn skeptics into advocates.
The challenge

Fries drew thousands of negative reviews. Even with a reformulated product, a standard relaunch risked missing lapsed customers who had rejected the old fries.
The strategy

Use data for redemption. KFC identified every customer who’d bought fries and sent individualized “Fries Compensation” offers across email, in-app, and push. Braze custom attributes and webhooks generated tailored rewards, coordinated fulfillment via APIs (including kiosks), and tracked redemptions—while the brand publicly acknowledged past customer feedback across social and out-of-home (OOH) advertising.
The results

95% email open rate
679% increase in app downloads
233% lift in daily active users
20x increase in daily orders on launch day
42M social impressions and 1.3M interactions
Spin to win: Snoonu’s gamified grocery loyalty

Snoonu—a fast-growing Qatar tech company across delivery, q-commerce, and last-mile—wanted deeper engagement in its Snoomart grocery vertical without a long build. The team shipped a light-lift, gamified experience that rewarded qualified orders and kept shoppers coming back.
The challenge

Snoonu wanted to increase repeat orders and loyal customers in Snoomart with a compelling experience that could launch quickly and run reliably—without any heavy development cycles.
The strategy

Build a “Spin the Wheel” journey with Braze. A slide-up encouraged baskets over 70 QAR. After delivery, push notifications invited customers back to spin an HTML in-app message. Webhooks and APIs issued instant rewards and wrote outcomes to custom attributes; changes triggered promo-code assignment automatically. One coordinated flow kept targeting, messaging, and fulfillment in sync.
The results

39% increase in orders
32% increase in revenue
30% increase in brand page visits
Concept to launch in 30 days, exceeding benchmarks set during Ramadan peaks
Final thoughts on customer engagement examples

Strong engagement programs share a clear pattern:
Unified data
Thoughtful decisioning
Messages that match the moment
When teams connect those pieces, everyday touchpoints turn into measurable improvements in activation, retention, and revenue.
The examples above show how small, focused journeys compound—personalized onboarding, timely win-backs, loyalty nudges, and helpful customer service updates. Add steady experimentation and journey-level KPIs, and you’ll know what’s driving lift, not just activity.
If you’re mapping your next step, start with one moment in the lifecycle and a single success metric. Prove impact, then scale the pattern across channels and segments with a customer engagement platform.
Want more inspiration? Explore additional customer stories, and dive into journey orchestration to put these ideas to work.
Ready to grow? Talk to our sales team.
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class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="arrow-right" aria-hidden="true"><use href="/icons/sprites.svg#arrow-right"></use></svg></div></span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/brazeai"><div class="flex-none flex items-center justify-center text-white w-12 h-12 bg-brandingPurpleOrange rounded-full"><svg width="24" height="24" role="img" aria-label="magic-wand-01"><use href="/icons/sprites.svg#magic-wand-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">BrazeAl™<span class="inline-block rounded text-xs text-white font-normal leading-none p-1" style="background:#3608D7">UPDATES</span></span><span class="text-sm font-normal text-gray-600">Automate, learn, and personalize with AI</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/braze-data-platform"><div class="flex-none flex items-center justify-center text-white w-12 h-12 bg-purple-400 rounded-full"><svg width="24" height="24" role="img" aria-label="lightning-02"><use href="/icons/sprites.svg#lightning-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Braze Data Platform</span><span class="text-sm font-normal text-gray-600">Unify, activate, and distribute your data</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/cross-channel-messaging"><div class="flex-none flex items-center justify-center text-white w-12 h-12 bg-purple-400 rounded-full"><svg width="24" height="24" role="img" aria-label="grid-01"><use href="/icons/sprites.svg#grid-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Cross-Channel</span><span class="text-sm font-normal text-gray-600">Send all your messages from one place</span></div></a></li></ul></div><div class="nav-list relative z-10 grow flex flex-col gap-4"><div class="flex flex-col gap-1 text-sm text-gray-500"><span class="font-semibold uppercase">FEATURED CAPABILITIES</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3" href="/product/brazeai-decisioning-studio"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="route"><use href="/icons/sprites.svg#route"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">BrazeAI Decisioning Studio™<span class="inline-block rounded text-xs text-white font-normal leading-none p-1" style="background:#3608D7">NEW</span></span><span class="text-sm font-normal text-gray-600">Deliver 1:1 personalization, at scale</span></div></a></li><li><a class="nav-item flex gap-3" href="/product/journey-orchestration"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="skew"><use href="/icons/sprites.svg#skew"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Journey Orchestration</span><span class="text-sm font-normal text-gray-600">Create multi-step, cross-channel experiences</span></div></a></li><li><a class="nav-item flex gap-3" href="/product/ai-agents"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="cube-02"><use href="/icons/sprites.svg#cube-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">BrazeAI™ Agents<span class="inline-block rounded text-xs text-white font-normal leading-none p-1" style="background:#3608D7">NEW</span></span><span class="text-sm font-normal text-gray-600">Scale smarter engagement with always-on AI agents</span></div></a></li><li><a class="nav-item flex gap-3" href="/product/reporting-analytics"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="presentation-chart-01"><use href="/icons/sprites.svg#presentation-chart-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Reporting &amp; Analytics</span><span class="text-sm font-normal text-gray-600">Analyze performance &amp; uncover insights</span></div></a></li></ul></div></div></div><div class="nav-dropdown__right-section relative py-8 xl:pl-8 xl:w-3/5 before:bg-gray-50 before:absolute before:z-0 before:top-0 before:w-screen before:h-full before:left-1/2 before:-translate-x-1/2 xl:before:left-0 xl:before:transform-none"><div class="nav-list relative z-10 grow flex flex-col gap-4"><div class="flex flex-col gap-1 text-sm text-gray-500"><span class="font-semibold uppercase">FEATURED CHANNELS</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/product/email"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="mail-01"><use href="/icons/sprites.svg#mail-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Email</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/mobile-app-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-02"><use href="/icons/sprites.svg#phone-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Mobile App Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/web-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="browser"><use href="/icons/sprites.svg#browser"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Web Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/sms"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="message-text-square-02"><use href="/icons/sprites.svg#message-text-square-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">SMS/RCS</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/whatsapp"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-call-01"><use href="/icons/sprites.svg#phone-call-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">WhatsApp</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/cross-channel-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="dots-grid"><use href="/icons/sprites.svg#dots-grid"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md text-purple-700">View all channels</span></div></a></li></ul></div><div class="nav-dropdown__section-footer flex flex-wrap sm:flex-nowrap p-2 sm:p-3 bg-[#C9C4FF80] relative z-10 gap-3 items-end sm:justify-between xl:justify-start rounded-lg mt-4"><div class="flex gap-2 sm:gap-3"><span class="flex items-center justify-center flex-none size-8 text-purple-700 mr-2 xl:mr-0"><svg width="20" height="20" role="img" aria-label="star-02"><use href="/icons/sprites.svg#star-02"></use></svg></span><div class="flex flex-col justify-center gap-1"><span class="font-semibold text-gray-900 text-md">How It Works</span><p class="font-normal text-gray-600 text-sm">Get a breakdown of our vertically- integrated technology</p></div></div><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-[14px] py-2 text-sm bg-white border border-transparent text-gray-900 shadow-xs hover:bg-[#F9FAFB] active:bg-white active:border-[#D0D5DD] active:border disabled:bg-white disabled:border-[#EAECF0] disabled:border disabled:text-[#98A2B3] w-full" href="/product">Learn More</a></div></div></div></div></div></li><li class="nav-dropdown"><button type="button" class="relative flex items-center w-full h-full xl:w-auto font-semibold text-md ja:text-xs hover:text-primary-600 text-black py-6 xl:py-[10px] gap-[6px] px-0" aria-expanded="false">Solutions<svg width="20" height="20" role="img" aria-label="chevron-down" class="transition-transform !duration-150"><use href="/icons/sprites.svg#chevron-down"></use></svg></button><div id="nav-dropdown-Solutions" class="nav-dropdown__content absolute top-0 xl:top-full left-0 w-full pb-10 xl:pb-0 h-[calc(100vh-72px)] xl:h-auto flex flex-col overflow-y-auto overflow-x-hidden xl:overflow-hidden bg-white xl:border xl:border-gray-200 xl:shadow-lg transition !duration-300 transform origin-top pointer-events-none -z-1 opacity-0 translate-x-full xl:translate-x-0" aria-hidden="true" inert="true"><div class="container transition delay-150 !duration-300 origin-center xl:opacity-0 xl:translate-y-[5px]"><div class="mt-10 mb-4 xl:hidden"><button type="button" class="items-center justify-center text-center transition-colors sm:w-fit whitespace-nowrap relative z-10 font-aribauGrotesk font-bold text-sm flex gap-2 rounded-none border-none p-0 text-gray-600 shadow-none w-fit hover:text-gray-700 active:text-gray-600 disabled:text-gray-300" aria-controls="nav-dropdown-Solutions"><svg width="20" height="20" role="img" aria-label="arrow-left" class="w-5 h-5" aria-hidden="true"><use href="/icons/sprites.svg#arrow-left"></use></svg>Back</button></div><div class="xl:flex gap-8"><div class="nav-dropdown__left-section w-full py-8"><div class="nav-list-container flex flex-col xl:flex-row gap-6"><div class="nav-list relative z-10 grow flex flex-col gap-4"><div class="flex flex-col gap-1 text-sm text-gray-500"><span class="font-semibold uppercase">Industries</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/solutions/retail-and-ecommerce"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="globe-01"><use href="/icons/sprites.svg#globe-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Retail &amp; eCommerce</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/financial-services"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="currency-dollar"><use href="/icons/sprites.svg#currency-dollar"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Financial Services</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/travel-hospitality"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="map-01"><use href="/icons/sprites.svg#map-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Travel &amp; Hospitality</span></div></a></li><li><a class="nav-item flex gap-3 items-center" 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type="application/ld+json">{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Resources","item":"https://www.braze.com/resources"},{"@type":"ListItem","position":2,"name":"Blog","item":"https://www.braze.com/resources/articles"},{"@type":"ListItem","position":3,"name":"Customer engagement ...","item":"https://www.braze.com/resources/articles/customer-engagement-examples"}]}</script><div class="mt-8 flex flex-col gap-6 sm:mt-12 md:flex-row md:pb-16"><div class="flex shrink-0 grow basis-0 flex-col gap-8"><h1 class="text-display-md font-bold text-white">Customer engagement examples to inspire every stage of the customer journey</h1><p class="flex gap-3 text-xs font-extrabold text-white"><span>Published on November 20, 2025</span><span>/</span><span>Last edited on November 20, 2025</span><span>/</span><span>13<!-- --> min read</span></p></div><div class="shrink-0 grow basis-0"><img alt="Customer engagement examples to inspire every stage of the customer journey" loading="lazy" width="600" height="400" decoding="async" data-nimg="1" class="h-auto max-h-[352px] w-full rounded-xl object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F7c7a1a95f64338ca504e0397e14dd98a391003e3-1920x1080.jpg&amp;w=640&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F7c7a1a95f64338ca504e0397e14dd98a391003e3-1920x1080.jpg&amp;w=1200&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F7c7a1a95f64338ca504e0397e14dd98a391003e3-1920x1080.jpg&amp;w=1200&amp;q=75"/></div></div></div></div><div class="container py-[50px] md:py-24"><div class="flex flex-col gap-8 md:flex-row"><div class="w-full shrink-0 grow-0 basis-full md:w-[72px] md:basis-[72px]"><div class="flex gap-4 text-gray-500 md:sticky md:top-20 md:flex-col"><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="twitter-new"><use href="/icons/sprites.svg#twitter-new"></use></svg></div><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="linkedin"><use href="/icons/sprites.svg#linkedin"></use></svg></div><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="mailbox"><use href="/icons/sprites.svg#mailbox"></use></svg></div><div class="w-fit cursor-pointer text-gray-500 hover:text-primary-500"><svg width="24" height="24" role="img" aria-label="link-03"><use href="/icons/sprites.svg#link-03"></use></svg></div></div></div><div class="flex shrink-0 grow basis-0 flex-col gap-12"><div class="flex flex-col gap-6 rounded-xl border border-gray-100 bg-gray-50 p-8"><span class="text-sm font-semibold text-gray-600">AUTHOR</span><div class="flex items-center gap-4"><span class="block size-10 shrink-0 grow-0 basis-10 overflow-hidden rounded-full bg-gray-100"><img alt="" loading="lazy" width="160" height="160" decoding="async" data-nimg="1" class="size-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa871ef5dc9e894d320555710664c2e67f03dad70-1000x1000.png&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa871ef5dc9e894d320555710664c2e67f03dad70-1000x1000.png&amp;w=384&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa871ef5dc9e894d320555710664c2e67f03dad70-1000x1000.png&amp;w=384&amp;q=75"/></span><div class="flex flex-col items-start justify-center gap-4 sm:flex-row md:items-center"><h6 class="text-md font-semibold text-gray-900 sm:text-lg">Team Braze</h6></div></div></div><div class="flex flex-col gap-6"><p><a href="https://www.braze.com/resources/reports-and-guides/retail-customer-engagement-review" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Ninety-one percent of retailers now use technology</a> to add emotional resonance to their messaging because customer expectations are high. That push toward relevance at scale is what <a href="https://www.braze.com/resources/articles/customer-engagement-guide" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">successful customer engagement</a> delivers, turning meaningful moments across the journey into value for both customers and brands.</p><p>Powered by real-time data, strong programs increase loyalty and reduce churn. In this article, we’ll discuss what strong customer engagement looks like, share insight into customer engagement strategies, and provide a wealth of customer engagement examples to inspire.</p><p><strong>Contents</strong></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#what" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">What does customer engagement mean?</a></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#examples" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Customer engagement strategy examples</a></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#use-cases" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">13 customer engagement use cases</a></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#real" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Real-life customer engagement examples</a></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#conclusion" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Final thoughts on customer engagement examples</a></p><p><a href="http://www.braze.com/resources/articles/customer-engagement-examples#faqs" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">FAQs about customer engagement examples</a></p><div id="what"></div><h2 id="h-14c72a059945" class="my-4 text-gray-900 lg:text-display-lg">What does customer engagement mean?</h2><p>Customer engagement is how brands build ongoing relationships throughout the entire journey—not through a single campaign, but across every useful touchpoint. The strongest programs share a few traits:</p><ul><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/customer-retention-analytics" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Unified data</a>:</strong> A single view of each customer, updated in real time, so that context travels with customers across channels and devices.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/personalization-at-scale" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Personalization at scale</a>:</strong> Content, timing, and offers adapt to behavior, preferences, and lifecycle stage.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/master-cross-channel-optimization" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Cross-channel orchestration</a>:</strong> Email, push, in-app, SMS, and web channels work together, not in silos, to guide the next step.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/ai-experimentation-platform" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Experimentation and measurement</a>:</strong> Teams test, learn, and roll out what works using clear goals, holdouts, and lift analysis.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/what-is-zero-party-data" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Respect for privacy and choice</a>:</strong> Messaging honors consent, frequency, and channel preferences.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/articles/customer-lifecycle-marketing" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Lifecycle thinking</a>:</strong> Journeys span onboarding, activation, repeat use, loyalty, and win-back, with clear success metrics at each stage.</li></ul><p>When these pieces come together, brands turn everyday customer interactions into an improved customer experience, which can lift many metrics, from <a href="https://www.braze.com/resources/articles/customer-retention-strategies" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">customer retention</a> to revenue to customer lifetime value.</p><div id="examples"></div><h2 id="h-73135fe7d442" class="my-4 text-gray-900 lg:text-display-lg">Customer engagement strategy examples</h2><img alt="A circular diagram outlining a 9-step customer engagement strategy, including personalized onboarding, cross-channel campaigns, loyalty programs, and optimization." loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F035916341bd289979135872c6c0f13e9e8ec70f1-1200x740.jpg&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F035916341bd289979135872c6c0f13e9e8ec70f1-1200x740.jpg&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F035916341bd289979135872c6c0f13e9e8ec70f1-1200x740.jpg&amp;w=1920&amp;q=75"/><p>A <a href="https://www.braze.com/resources/articles/ai-marketing-strategy" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">strategy sets direction</a>, and tactics execute against that strategy. There are lots of ways to increase customer engagement, but it&#x27;s important to note the difference between these two.</p><p>The following customer engagement strategy examples show how areas of the customer lifecycle can be approached with a strategic overview to maximise the opportunities for growth.</p><h3 id="h-293948dc85a4" class="my-4 text-gray-900">Personalized onboarding</h3><p>Welcome new users with tailored checklists, in-app tips, and timely nudges based on what they have or haven’t done, for higher activation and stronger retention.</p><h3 id="h-a6dfd533c53d" class="my-4 text-gray-900">Lifecycle automation</h3><p>Orchestrate journeys from first purchase to repeat use and win-back campaigns. Trigger messages based on key events and milestones so context carries through the customer journey.</p><h3 id="h-6381df0d706b" class="my-4 text-gray-900">Cross-channel campaigns</h3><p>Coordinate email, push, in-app, SMS, and <a href="https://www.braze.com/resources/articles/platforms-vs-channels-whats-the-difference" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">web channels</a>. Match channels to the moment—for example, alerts via push, education by email, quick actions in app—so each touchpoint advances the next step.</p><h3 id="h-80836dc10c53" class="my-4 text-gray-900">Re-engagement programs</h3><p>Spot inactivity early, address friction with education or support, and experiment with timing and channel to bring customers back.</p><h3 id="h-ecbd55646487" class="my-4 text-gray-900">Loyalty and rewards</h3><p>Make progress visible, celebrate milestones, and prompt redemptions or tier moves with relevant offers that reinforce habits.</p><h3 id="h-256e804a2787" class="my-4 text-gray-900">Experimentation and optimization</h3><p>Use holdouts and A/B tests to validate content, timing, and channel mix. Ship the winners, archive the rest, and keep a clear read on incremental lift.</p><h3 id="h-27526c72f0a3" class="my-4 text-gray-900">Recommendations and dynamic content</h3><p>Suggest the next best product, feature, or content using real-time behavior and preferences, updated as customers interact.</p><h3 id="h-262583908335" class="my-4 text-gray-900">Feedback and service communications</h3><p>Ask for ratings and surveys at meaningful moments, acknowledge what you heard, and communicate proactively about outages, delays, or fixes.</p><h3 id="h-830ae90921b9" class="my-4 text-gray-900">Transactional turned helpful</h3><p>Turn receipts, confirmations, and status updates into guidance on what to do next—how to use the product or service, what to try, or when to replenish.</p><div id="use-cases"></div><h2 id="h-861410799c6d" class="my-4 text-gray-900 lg:text-display-lg">13 customer engagement use cases</h2><p>Below are practical examples and models used across different industries to <a href="https://www.braze.com/resources/articles/customer-engagement-models" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">improve customer engagement</a>. Each one highlights opportunity, a concise strategy, and key takeaways you can adapt to your tech stack, audience, and goals.</p><h3 id="h-485b735a57a8" class="my-4 text-gray-900">1. Lead nurturing workflows</h3><p>Guide prospects from awareness to purchase with sequenced campaigns that build trust over time. Mix channels to stay present without adding noise.</p><h4 id="h-2f4c1eca1895" class="my-4 text-gray-900"><strong>Example use case: B2B software nurture</strong></h4><ul><li class="mb-2 ml-10 list-disc">Welcome email with helpful resources</li><li class="mb-2 ml-10 list-disc">Case study spotlight via email</li><li class="mb-2 ml-10 list-disc">Invitation to a live demo or webinar</li><li class="mb-2 ml-10 list-disc">In-app message nudging free-trial signup</li><li class="mb-2 ml-10 list-disc">Retargeting ad reinforcing the value prop</li></ul><h5 id="h-5b9d4976dcab" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>You’ve captured interest, but the lead isn’t ready to buy and may go cold without steady, relevant touchpoints.</p><h5 id="h-a3e920d51aa0" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Build a staged workflow that starts broad with education, adds social proof, then introduces conversion prompts. Coordinate email, in-app, and ads.</p><h5 id="h-3c4b6da9f361" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Map content to buying stages.</li><li class="mb-2 ml-10 list-disc">Space sends to avoid fatigue.</li><li class="mb-2 ml-10 list-disc">Track movement to sales-qualified stages, not just clicks.</li></ul><h3 id="h-60218531cd65" class="my-4 text-gray-900">2. Personalized onboarding and activation</h3><p>Help new users find value fast with tailored checklists, tips, and nudges based on what they have—or haven’t—completed.</p><h4 id="h-e8516122db09" class="my-4 text-gray-900"><strong>Example use case: Consumer finance app onboarding</strong></h4><ul><li class="mb-2 ml-10 list-disc">Day-0 welcome email and push</li><li class="mb-2 ml-10 list-disc">In-app checklist tied to key setup steps</li><li class="mb-2 ml-10 list-disc">SMS reminder if KYC isn’t finished after 24 hours</li><li class="mb-2 ml-10 list-disc">Email with first-use tips once the card is activated</li><li class="mb-2 ml-10 list-disc">Push celebrating the first transaction</li></ul><h5 id="h-c9ed7dae47a1" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>New users stall when early steps feel unclear or high effort.</p><h5 id="h-bcf5caad5f1d" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Trigger messages off setup events, show progress in app, and remove friction with short, contextual guidance.</p><h5 id="h-13d4b97d7675" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Focus on time to first key action.</li><li class="mb-2 ml-10 list-disc">Personalize channel—tips in app, summaries by email.</li><li class="mb-2 ml-10 list-disc">Celebrate momentum to reinforce habit.</li></ul><p><a href="https://www.braze.com/customers/hugosave-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">See personalized onboarding in action</a>.</p><h3 id="h-d6e6b2b08408" class="my-4 text-gray-900">3. Re-engagement and lapse prevention</h3><p>Detect early inactivity and respond with education, support, or well-timed offers.</p><h4 id="h-01713dafad34" class="my-4 text-gray-900"><strong>Example use case: Streaming service reactivation</strong></h4><ul><li class="mb-2 ml-10 list-disc">Push reminder after 7 days without a session</li><li class="mb-2 ml-10 list-disc">Email with “because you watched” picks</li><li class="mb-2 ml-10 list-disc">In-app row highlighting unfinished shows</li><li class="mb-2 ml-10 list-disc">Offer-based message only after two no-play windows</li></ul><h5 id="h-379bbd4cc43d" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Interest fades quickly when options feel overwhelming or irrelevant.</p><h5 id="h-9063ce1f632e" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use inactivity windows and affinity data to present low-effort, high-fit choices before discounting.</p><h5 id="h-71a45b3630c2" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Personalize the “reason to return.”</li><li class="mb-2 ml-10 list-disc">Escalate incentives only after value-based nudges.</li><li class="mb-2 ml-10 list-disc">Measure reactivation and subsequent 14-day retention.</li></ul><p><a href="https://www.braze.com/customers/rappi-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">See churn reduction in action</a>.</p><h3 id="h-27fee95662e1" class="my-4 text-gray-900">4. Cart and browse abandonment</h3><p>Recover intent with timely, contextual follow-ups that make the next step easy.</p><h4 id="h-cad336ab8b7a" class="my-4 text-gray-900"><strong>Example use case: Retail e-commerce abandonment</strong></h4><ul><li class="mb-2 ml-10 list-disc">Email with the exact items left behind</li><li class="mb-2 ml-10 list-disc">Push with size/stock status</li><li class="mb-2 ml-10 list-disc">SMS with pickup or fast-delivery options</li><li class="mb-2 ml-10 list-disc">Final reminder with social proof or reviews</li></ul><h5 id="h-19b7ed4ce95b" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Shoppers abandon due to friction, uncertainty, or poor timing.</p><h5 id="h-225d71bd8d49" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Trigger off cart and product events, add inventory and shipping context, and cap frequency to protect trust.</p><h5 id="h-badb61797de1" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Move quickly while intent is high.</li><li class="mb-2 ml-10 list-disc">Answer objections (fit, delivery, returns).</li><li class="mb-2 ml-10 list-disc">Track recovered revenue and margin, not just orders.</li></ul><p><a href="https://www.braze.com/resources/articles/abandoned-cart-email" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Upgrade your abandoned cart emails with these ideas</a>.</p><h3 id="h-3dacadbef0a3" class="my-4 text-gray-900">5. Loyalty milestone nudges</h3><p>Make progress visible, celebrate wins, and prompt redemptions that reinforce habit.</p><h4 id="h-321e6763dcfb" class="my-4 text-gray-900"><strong>Example use case: QSR loyalty tier movement</strong></h4><ul><li class="mb-2 ml-10 list-disc">Push when points are near a reward threshold</li><li class="mb-2 ml-10 list-disc">In-app banner showing “X points to free item”</li><li class="mb-2 ml-10 list-disc">Email recap of monthly activity and perks</li><li class="mb-2 ml-10 list-disc">Post-redemption message recommending next visit time</li></ul><h5 id="h-efec28518c31" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Members forget benefits or fail to notice how close they are to rewards.</p><h5 id="h-93b1a2ac9f14" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use tier and points attributes to trigger milestone messages and clear calls to redeem.</p><h5 id="h-b82959c0008a" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Tie nudges to concrete thresholds.</li><li class="mb-2 ml-10 list-disc">Keep balances front and center across channels.</li><li class="mb-2 ml-10 list-disc">Watch redemption rate, visit frequency, and AOV.</li></ul><p><a href="https://www.braze.com/resources/reports-and-guides/customer-experience-for-quick-service-restaurants" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Get more inspiration for quick service restaurants</a>.</p><h3 id="h-196950a85294" class="my-4 text-gray-900">6. Post-purchase education and replenishment</h3><p>Turn receipts into relationships by guiding setup, use, and the next need.</p><h4 id="h-07859fe57b55" class="my-4 text-gray-900"><strong>Example use case: CPG replenishment flow</strong></h4><ul><li class="mb-2 ml-10 list-disc">Receipt email with care/how-to content</li><li class="mb-2 ml-10 list-disc">In-app tips based on product purchased</li><li class="mb-2 ml-10 list-disc">Reminder near expected depletion date</li><li class="mb-2 ml-10 list-disc">Cross-sell suggestions based on usage</li></ul><h5 id="h-439d88bde895" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Customers drop off after purchase when they don’t see ongoing value.</p><h5 id="h-38ad464060b2" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Follow the ownership timeline with helpful content, then soft-sell replenishment or complements.</p><h5 id="h-5548ef644211" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Educate first, sell second.</li><li class="mb-2 ml-10 list-disc">Time reminders to realistic consumption cycles.</li><li class="mb-2 ml-10 list-disc">Track repeat rate and time between orders.</li></ul><p><a href="https://www.braze.com/resources/articles/customer-lifecycle-management" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Understand the customer lifecycle and how to grow value at each stage</a>.</p><h3 id="h-49716486f1de" class="my-4 text-gray-900">7. Proactive service and trust communications</h3><p>Reduce anxiety and support volume with timely, transparent updates.</p><h4 id="h-17fb5d440799" class="my-4 text-gray-900"><strong>Example use case: Travel delay communications</strong></h4><ul><li class="mb-2 ml-10 list-disc">SMS alert with new departure time</li><li class="mb-2 ml-10 list-disc">Email detailing options and compensation</li><li class="mb-2 ml-10 list-disc">In-app voucher delivery and status tracker</li><li class="mb-2 ml-10 list-disc">Follow-up survey after resolution</li></ul><h5 id="h-c0b77ef81ddb" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Silence during service issues erodes confidence and loyalty.</p><h5 id="h-268dfd041d8a" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use event-driven triggers and webhooks to deliver status, options, and make-goods in real time.</p><h5 id="h-8c2f4501660c" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Communicate early and often.</li><li class="mb-2 ml-10 list-disc">Pair transparency with next steps.</li><li class="mb-2 ml-10 list-disc">Measure CSAT (customer satisfaction score), NPS, (net promoter score), and repeat booking.</li></ul><p><a href="https://www.braze.com/customers/tui-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">See real-time personalization leveraged in the travel and hospitality industry</a>.</p><h3 id="h-8beb5deb733b" class="my-4 text-gray-900">8. Recommendations and dynamic content</h3><p>Match the next best product, feature, or content to current intent.</p><h4 id="h-02e45989d012" class="my-4 text-gray-900"><strong>Example use case: News app personalization</strong></h4><ul><li class="mb-2 ml-10 list-disc">Email with topics based on recent reads</li><li class="mb-2 ml-10 list-disc">In-app “For you” feed with fresh articles</li><li class="mb-2 ml-10 list-disc">Push for breaking news in followed categories</li><li class="mb-2 ml-10 list-disc">Digest email summarizing missed stories</li></ul><h5 id="h-4b7718f8a02c" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Generic content lowers engagement and opt-in value.</p><h5 id="h-431ca58d9064" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use affinities and recency to populate dynamic slots across channels.</p><h5 id="h-e96f91f0516e" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Refresh picks frequently.</li><li class="mb-2 ml-10 list-disc">Respect quiet hours for alerts.</li><li class="mb-2 ml-10 list-disc">Track CTR and depth of session, not just opens.</li></ul><h3 id="h-48026e85b350" class="my-4 text-gray-900">9. Subscription pause and rescue flows</h3><p>Reduce churn by giving subscribers flexible options and timely guidance instead of a hard cancel path.</p><h4 id="h-c72510a21092" class="my-4 text-gray-900"><strong>Example use case: Skincare subscription retention</strong></h4><ul><li class="mb-2 ml-10 list-disc">In-app “skip or pause” offer when cancel is clicked</li><li class="mb-2 ml-10 list-disc">Email with shade/skin-type tips based on profile</li><li class="mb-2 ml-10 list-disc">SMS reminder before next shipment with edit link</li><li class="mb-2 ml-10 list-disc">Post-pause check-in with tailored routine suggestions</li></ul><p><strong>Opportunity</strong></p><p>Many cancellations are timing or product-fit issues, not true churn intent.</p><p><strong>Strategy</strong></p><p>Detect cancel signals early, present low-friction alternatives (skip, pause, swap), and follow up with education tied to goals and preferences.</p><p><strong>Key takeaways</strong></p><ul><li class="mb-2 ml-10 list-disc">Offer flexible options before discounts.</li><li class="mb-2 ml-10 list-disc">Personalize advice to routine and skin needs.</li><li class="mb-2 ml-10 list-disc">Track save rate, time-to-reactivation, and downstream LTV.</li></ul><p><a href="https://www.braze.com/resources/articles/customer-retention-analytics" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Find out more about retention analytics</a>.</p><h3 id="h-8075bc522390" class="my-4 text-gray-900">10. Course progress and completion boosts</h3><p>Increase course completion by pairing progress visibility with timely nudges and bite-size next steps.</p><h4 id="h-9613c510e82b" class="my-4 text-gray-900"><strong>Example use case: Professional certification platform</strong></h4><ul><li class="mb-2 ml-10 list-disc">Email recap of modules completed and what’s next</li><li class="mb-2 ml-10 list-disc">In-app progress bar with estimated time to finish</li><li class="mb-2 ml-10 list-disc">Push at preferred study times with “resume where you left off”</li><li class="mb-2 ml-10 list-disc">Badge unlocked on milestone modules with career-tip content</li></ul><h5 id="h-7d5df41cdd51" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Learners stall when the next step feels unclear or too big.</p><h5 id="h-d5a76283ccda" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use progress events to trigger concise prompts, surface small wins, and schedule nudges when learners typically study.</p><h5 id="h-ff916fad64fd" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Make the next step obvious and small.</li><li class="mb-2 ml-10 list-disc">Celebrate milestones to maintain momentum.</li><li class="mb-2 ml-10 list-disc">Measure module completion rate and 30-day active learners.</li></ul><p><a href="https://www.braze.com/resources/reports-and-guides/enhancing-engagement-in-higher-education" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Learn how to enhance engagement in higher education</a>.</p><h3 id="h-1614f7e409c9" class="my-4 text-gray-900">11. Habit building and streaks</h3><p>Reinforce healthy routines with progress visuals and timely prompts.</p><h4 id="h-0be4ca3f1a20" class="my-4 text-gray-900"><strong>Example use case: Health and wellness app</strong></h4><ul><li class="mb-2 ml-10 list-disc">Daily push at the user’s preferred time</li><li class="mb-2 ml-10 list-disc">In-app streak counter and goal celebrations</li><li class="mb-2 ml-10 list-disc">Email recap of weekly progress and tips</li><li class="mb-2 ml-10 list-disc">Push reactivation if a streak is about to break</li></ul><h5 id="h-decaa1ffdc8b" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Motivation wavers without visible progress and timely support.</p><h5 id="h-114465cae82d" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Anchor customer communications to user-set goals and routines, with quick wins early on.</p><h5 id="h-3e6d94693736" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Personalize timing to each user.</li><li class="mb-2 ml-10 list-disc">Celebrate milestones, not just endpoints.</li><li class="mb-2 ml-10 list-disc">Watch week-four retention and session frequency.</li></ul><p><a href="https://www.braze.com/customers/sonder-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Discover how Sonder unlocked the full potential of personalized care</a>.</p><h3 id="h-b019cc21789c" class="my-4 text-gray-900">12. Welcome series and first-run activation</h3><p>Kick off customer relationships with a short sequence that sets expectations and drives the first key action.</p><h4 id="h-aefa5157e725" class="my-4 text-gray-900"><strong>Example use case: B2B SaaS onboarding</strong></h4><ul><li class="mb-2 ml-10 list-disc">Day-0 welcome with “getting started” checklist</li><li class="mb-2 ml-10 list-disc">In-app tooltip guiding the first feature use</li><li class="mb-2 ml-10 list-disc">Day-3 email with a quick win tutorial</li><li class="mb-2 ml-10 list-disc">Push/SMS only if high intent but stalled</li></ul><h5 id="h-e55a7a89cd8f" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Sign-ups stall before the first meaningful action.</p><h5 id="h-1d79ad2003aa" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Sequence messages around setup milestones and role-based content; spotlight one task at a time.</p><h5 id="h-dd7656144aed" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Tie messages to concrete “firsts.”</li><li class="mb-2 ml-10 list-disc">Keep the checklist short and visible.</li><li class="mb-2 ml-10 list-disc">Track time to first key action and day-7 retention.</li></ul><p><a href="https://www.braze.com/customers/canva-case-study-catalogs" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">See how Canva drove new feature adoption with personalized messaging</a>.</p><h3 id="h-594caf77f3ef" class="my-4 text-gray-900">13. Online-to-offline (O2O) orchestration</h3><p>Connect digital browsing with in-store actions to lift conversion and repeat visits.</p><h4 id="h-9fc8785389d0" class="my-4 text-gray-900"><strong>Example use case: Retail click-and-collect</strong></h4><ul><li class="mb-2 ml-10 list-disc">Email with pickup instructions and upsell suggestions</li><li class="mb-2 ml-10 list-disc">SMS when order is ready with store map link</li><li class="mb-2 ml-10 list-disc">In-app receipt with care/how-to content</li><li class="mb-2 ml-10 list-disc">Post-visit push asking for a quick rating</li></ul><h5 id="h-6b40e010e12c" class="my-4 text-gray-900"><strong>Opportunity</strong></h5><p>Gaps between channels create friction and drop-off.</p><h5 id="h-5e4b69de0505" class="my-4 text-gray-900"><strong>Strategy</strong></h5><p>Use order, location, and inventory data to time messages around pickup and post-purchase moments.</p><h5 id="h-63e266357e08" class="my-4 text-gray-900"><strong>Key takeaways</strong></h5><ul><li class="mb-2 ml-10 list-disc">Match channel to the moment (alerts via SMS, details by email).</li><li class="mb-2 ml-10 list-disc">Add helpful content to receipts, not just confirmations.</li><li class="mb-2 ml-10 list-disc">Track pickup completion, upsell rate, and next-visit timing.</li></ul><p>Read how connecting <a href="https://www.braze.com/resources/articles/connecting-physical-and-digital-retail-experiences" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">physical and digital retail experiences are reshaping consumer behavior</a>.</p><div id="real"></div><h2 id="h-997c16aba250" class="my-4 text-gray-900 lg:text-display-lg">Real-life customer engagement examples</h2><p>The following examples show how brands applied customer engagement marketing strategies with clear outcomes across channels and stages of the journey.</p><h3 id="h-f841448395f1" class="my-4 text-gray-900">Fries to the occasion: A comeback built on data</h3><p><a href="https://www.braze.com/customers/kfc-spain-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">KFC Spain</a> is known for bold, witty marketing. When years of fry complaints threatened brand loyalty and love, the team paired a better recipe with a data-driven apology—using Braze to turn skeptics into advocates.</p><h4 id="h-09677df88265" class="my-4 text-gray-900"><strong>The challenge</strong></h4><p>Fries drew thousands of negative reviews. Even with a reformulated product, a standard relaunch risked missing lapsed customers who had rejected the old fries.</p><img alt="Smartphone displaying a KFC notification for free fries and two app screens promoting 17 tons of free fries with redemption details." loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F8cb67c190b8709d6357239d4b9a7591ef8169834-1200x600.jpg&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F8cb67c190b8709d6357239d4b9a7591ef8169834-1200x600.jpg&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F8cb67c190b8709d6357239d4b9a7591ef8169834-1200x600.jpg&amp;w=1920&amp;q=75"/><h4 id="h-495405c4856d" class="my-4 text-gray-900"><strong>The strategy</strong></h4><p>Use data for redemption. KFC identified every customer who’d bought fries and sent individualized “Fries Compensation” offers across email, in-app, and push. Braze custom attributes and webhooks generated tailored rewards, coordinated fulfillment via APIs (including kiosks), and tracked redemptions—while the brand publicly acknowledged past customer feedback across social and out-of-home (OOH) advertising.</p><h4 id="h-208b289924f3" class="my-4 text-gray-900"><strong>The results</strong></h4><ul><li class="mb-2 ml-10 list-disc">95% email open rate</li><li class="mb-2 ml-10 list-disc">679% increase in app downloads</li><li class="mb-2 ml-10 list-disc">233% lift in daily active users</li><li class="mb-2 ml-10 list-disc">20x increase in daily orders on launch day</li><li class="mb-2 ml-10 list-disc">42M social impressions and 1.3M interactions</li></ul><h3 id="h-2bea42544407" class="my-4 text-gray-900">Spin to win: Snoonu’s gamified grocery loyalty</h3><p><a href="https://www.braze.com/customers/snoonu-drives-customer-loyalty-and-repeat-orders" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Snoonu</a>—a fast-growing Qatar tech company across delivery, q-commerce, and last-mile—wanted deeper engagement in its Snoomart grocery vertical without a long build. The team shipped a light-lift, gamified experience that rewarded qualified orders and kept shoppers coming back.</p><h4 id="h-376754900e1f" class="my-4 text-gray-900"><strong>The challenge</strong></h4><p>Snoonu wanted to increase repeat orders and loyal customers in Snoomart with a compelling experience that could launch quickly and run reliably—without any heavy development cycles.</p><img alt="A smartphone displaying the Snoomart grocery app with product listings and offers." loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff631cbaac053008e6f262af9315271f398836554-1200x600.jpg&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff631cbaac053008e6f262af9315271f398836554-1200x600.jpg&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Ff631cbaac053008e6f262af9315271f398836554-1200x600.jpg&amp;w=1920&amp;q=75"/><img alt="iPhone lock screen displaying the date, time, weather, and a &quot;Great News!&quot; notification for a chance to win prizes." loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fea50edeae86a928425674180ac16b4ad52527e25-1200x600.jpg&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fea50edeae86a928425674180ac16b4ad52527e25-1200x600.jpg&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fea50edeae86a928425674180ac16b4ad52527e25-1200x600.jpg&amp;w=1920&amp;q=75"/><img alt="A smartphone displaying a spin-the-wheel game for rewards on a dark-themed mobile app." loading="lazy" width="800" height="600" decoding="async" data-nimg="1" class="w-auto max-w-full self-start overflow-hidden rounded-xl" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F5ca15910452e49e08b953574cbceccfca9607b3a-1200x600.jpg&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F5ca15910452e49e08b953574cbceccfca9607b3a-1200x600.jpg&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F5ca15910452e49e08b953574cbceccfca9607b3a-1200x600.jpg&amp;w=1920&amp;q=75"/><h4 id="h-8c8fb2660e38" class="my-4 text-gray-900"><strong>The strategy</strong></h4><p>Build a “Spin the Wheel” journey with Braze. A slide-up encouraged baskets over 70 QAR. After delivery, <a href="https://www.braze.com/resources/articles/push-notifications-best-practices" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">push notifications</a> invited customers back to spin an HTML in-app message. Webhooks and APIs issued instant rewards and wrote outcomes to custom attributes; changes triggered promo-code assignment automatically. One coordinated flow kept targeting, messaging, and fulfillment in sync.</p><h4 id="h-d604e5fc41d8" class="my-4 text-gray-900"><strong>The results</strong></h4><ul><li class="mb-2 ml-10 list-disc">39% increase in orders</li><li class="mb-2 ml-10 list-disc">32% increase in revenue</li><li class="mb-2 ml-10 list-disc">30% increase in brand page visits</li><li class="mb-2 ml-10 list-disc">Concept to launch in 30 days, exceeding benchmarks set during Ramadan peaks</li></ul><div id="conclusion"></div><h2 id="h-2cca14568d67" class="my-4 text-gray-900 lg:text-display-lg">Final thoughts on customer engagement examples</h2><p>Strong engagement programs share a clear pattern:</p><ul><li class="mb-2 ml-10 list-disc">Unified data</li><li class="mb-2 ml-10 list-disc"><a href="https://www.braze.com/resources/articles/ai-decisioning" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Thoughtful decisioning</a></li><li class="mb-2 ml-10 list-disc">Messages that match the moment</li></ul><p>When teams connect those pieces, everyday touchpoints turn into measurable improvements in activation, retention, and revenue.</p><p>The examples above show how small, focused journeys compound—personalized onboarding, timely win-backs, loyalty nudges, and helpful customer service updates. Add steady experimentation and journey-level KPIs, and you’ll know what’s driving lift, not just activity.</p><p>If you’re mapping your next step, start with one moment in the lifecycle and a single success metric. Prove impact, then scale the pattern across channels and segments with a <a href="https://www.braze.com/product/overview" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">customer engagement platform</a>.</p><p><strong>Want more inspiration? <a href="https://www.braze.com/customers" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Explore additional customer stories</a>, and dive into journey orchestration to put these ideas to work.</strong></p><div class="p-8 bg-primary-400 rounded-xl gap-8 flex flex-col text-white"><div class="flex flex-col gap-4"><div class="font-bold text-display-sm">Ready to grow? Talk to our sales team.</div></div><div class="flex flex-wrap gap-4"><a class="inline-flex items-center justify-center text-center rounded-full transition-colors whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-[18px] py-[10px] text-md border border-[#4411D6] bg-[#4411D6] text-white shadow-normal hover:border-[#1505C9] hover:bg-[#1505C9] hover:shadow-normal active:border-[#4411D6] active:bg-[#4411D6] active:shadow-focused disabled:border disabled:border-gray-200 disabled:bg-gray-200 disabled:text-gray-400 disabled:shadow-xs w-full sm:w-fit false" href="/get-started">Connect with sales</a></div></div><div id="faqs"></div><p><br/></p></div><div class="space-y-6"><h2 id="faq-accordion" class="mb-0 text-display-xs sm:text-display-sm font-bold">FAQs about customer engagement examples</h2><section class="bg-white rounded-xl shadow-xl shadow-purple-500/5 border border-purple-200 overflow-hidden" aria-labelledby="faq-accordion"><details class="group border-b border-purple-100 last:border-b-0 open:bg-purple-50/50 hover:bg-purple-50/50" name="faq-accordion"><summary class="flex items-center justify-between cursor-pointer list-none px-6 py-8 [&amp;::-webkit-details-marker]:hidden group-open:pb-4 transition-all !duration-300 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-purple-600 focus-visible:ring-offset-2" aria-label="What is customer engagement and examples?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What is customer engagement and examples?</span><svg width="20" height="20" role="img" aria-label="chevron-down" stroke="currentColor" class="shrink-0 ml-4 text-purple-600 group-open:rotate-180 transition-transform !duration-300" aria-hidden="true"><use href="/icons/sprites.svg#chevron-down"></use></svg></summary><div class="px-6 pb-6"><div class="text-base leading-relaxed text-gray-600"><p>Customer engagement refers to the ongoing interactions that create value and loyalty throughout the customer journey. Examples typically include a welcome series, personalized onboarding, cross-channel campaigns, re-engagement flows, loyalty milestones, and post-purchase education.</p><p><br/></p></div></div></details><details class="group border-b border-purple-100 last:border-b-0 open:bg-purple-50/50 hover:bg-purple-50/50" name="faq-accordion"><summary class="flex items-center justify-between cursor-pointer list-none px-6 py-8 [&amp;::-webkit-details-marker]:hidden group-open:pb-4 transition-all !duration-300 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-purple-600 focus-visible:ring-offset-2" aria-label="What are the 4 P&#x27;s of customer engagement?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What are the 4 P&#x27;s of customer engagement?</span><svg width="20" height="20" role="img" aria-label="chevron-down" stroke="currentColor" class="shrink-0 ml-4 text-purple-600 group-open:rotate-180 transition-transform !duration-300" aria-hidden="true"><use href="/icons/sprites.svg#chevron-down"></use></svg></summary><div class="px-6 pb-6"><div class="text-base leading-relaxed text-gray-600"><p>The four P’s often cited are purpose, personalization, platform, and performance—having a clear reason to engage, tailoring content and timing, using the right channels and data foundation, and measuring impact against business goals.</p><p><br/></p></div></div></details><details class="group border-b border-purple-100 last:border-b-0 open:bg-purple-50/50 hover:bg-purple-50/50" name="faq-accordion"><summary class="flex items-center justify-between cursor-pointer list-none px-6 py-8 [&amp;::-webkit-details-marker]:hidden group-open:pb-4 transition-all !duration-300 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-purple-600 focus-visible:ring-offset-2" aria-label="What is an example of engagement?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What is an example of engagement?</span><svg width="20" height="20" role="img" aria-label="chevron-down" stroke="currentColor" class="shrink-0 ml-4 text-purple-600 group-open:rotate-180 transition-transform !duration-300" aria-hidden="true"><use href="/icons/sprites.svg#chevron-down"></use></svg></summary><div class="px-6 pb-6"><div class="text-base leading-relaxed text-gray-600"><p>A practical example of customer engagement is a personalized onboarding journey that includes a welcome email, guides first actions in your app, and follows with helpful tips to speed time to value.</p><p><br/></p></div></div></details><details class="group border-b border-purple-100 last:border-b-0 open:bg-purple-50/50 hover:bg-purple-50/50" name="faq-accordion"><summary class="flex items-center justify-between cursor-pointer list-none px-6 py-8 [&amp;::-webkit-details-marker]:hidden group-open:pb-4 transition-all !duration-300 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-purple-600 focus-visible:ring-offset-2" aria-label="What are the three C&#x27;s of customer engagement?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What are the three C&#x27;s of customer engagement?</span><svg width="20" height="20" role="img" aria-label="chevron-down" stroke="currentColor" class="shrink-0 ml-4 text-purple-600 group-open:rotate-180 transition-transform !duration-300" aria-hidden="true"><use href="/icons/sprites.svg#chevron-down"></use></svg></summary><div class="px-6 pb-6"><div class="text-base leading-relaxed text-gray-600"><p>A common model highlights content, context, and cadence—useful messages, delivered with relevant timing, at a frequency that builds trust and results.</p><p><br/></p></div></div></details></section><script type="application/ld+json">{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is customer engagement and examples?","acceptedAnswer":{"@type":"Answer","text":"Customer engagement refers to the ongoing interactions that create value and loyalty throughout the customer journey. Examples typically include a welcome series, personalized onboarding, cross-channel campaigns, re-engagement flows, loyalty milestones, and post-purchase education."}},{"@type":"Question","name":"What are the 4 P's of customer engagement?","acceptedAnswer":{"@type":"Answer","text":"The four P’s often cited are purpose, personalization, platform, and performance—having a clear reason to engage, tailoring content and timing, using the right channels and data foundation, and measuring impact against business goals."}},{"@type":"Question","name":"What is an example of engagement?","acceptedAnswer":{"@type":"Answer","text":"A practical example of customer engagement is a personalized onboarding journey that includes a welcome email, guides first actions in your app, and follows with helpful tips to speed time to value."}},{"@type":"Question","name":"What are the three C's of customer engagement?","acceptedAnswer":{"@type":"Answer","text":"A common model highlights content, context, and cadence—useful messages, delivered with relevant timing, at a frequency that builds trust and results."}}]}</script></div></div><div class="flex w-full shrink-0 grow-0 basis-full flex-col gap-8 md:w-[280px] md:basis-[280px]"><div class="hidden flex-col gap-8 bg-white  md:sticky md:top-20 md:flex"><div class="rounded-xl bg-primary-500 shadow-xl p-6 flex flex-col gap-6 items-start"><div class="w-full flex flex-col gap-4 flex-1"><span class="text-sm text-primary-100 font-bold">SUBSCRIBE</span><h4 class="!text-white text-display-xs font-extrabold">Be Absolutely Engaging.<!-- -->™</h4><p class="text-lg text-primary-100">Sign up for regular updates from Braze.</p></div><span class="hidden" id="formInvalidOptinValue">Please select one option only and then submit your preference.</span><span class="hidden" id="formInvalidBusinessEmail">Please enter your business email address.</span><div class="is-loading font-semibold text-center">Loading...</div><form id="mktoForm_4334" 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\",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/ai-marketing-strategy\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"strategy sets direction\"]}],\", and tactics execute against that strategy. There are lots of ways to increase customer engagement, but it's important to note the difference between these two.\"]}],[\"$\",\"p\",null,{\"children\":[\"The following customer engagement strategy examples show how areas of the customer lifecycle can be approached with a strategic overview to maximise the opportunities for growth.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-293948dc85a4\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Personalized onboarding\"]}],[\"$\",\"p\",null,{\"children\":[\"Welcome new users with tailored checklists, in-app tips, and timely nudges based on what they have or haven’t done, for higher activation and stronger retention.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-a6dfd533c53d\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Lifecycle automation\"]}],[\"$\",\"p\",null,{\"children\":[\"Orchestrate journeys from first purchase to repeat use and win-back campaigns. Trigger messages based on key events and milestones so context carries through the customer journey.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-6381df0d706b\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Cross-channel campaigns\"]}],[\"$\",\"p\",null,{\"children\":[\"Coordinate email, push, in-app, SMS, and \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/platforms-vs-channels-whats-the-difference\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"web channels\"]}],\". Match channels to the moment—for example, alerts via push, education by email, quick actions in app—so each touchpoint advances the next step.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-80836dc10c53\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Re-engagement programs\"]}],[\"$\",\"p\",null,{\"children\":[\"Spot inactivity early, address friction with education or support, and experiment with timing and channel to bring customers back.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-ecbd55646487\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Loyalty and rewards\"]}],[\"$\",\"p\",null,{\"children\":[\"Make progress visible, celebrate milestones, and prompt redemptions or tier moves with relevant offers that reinforce habits.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-256e804a2787\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Experimentation and optimization\"]}],[\"$\",\"p\",null,{\"children\":[\"Use holdouts and A/B tests to validate content, timing, and channel mix. Ship the winners, archive the rest, and keep a clear read on incremental lift.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-27526c72f0a3\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Recommendations and dynamic content\"]}],[\"$\",\"p\",null,{\"children\":[\"Suggest the next best product, feature, or content using real-time behavior and preferences, updated as customers interact.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-262583908335\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Feedback and service communications\"]}],[\"$\",\"p\",null,{\"children\":[\"Ask for ratings and surveys at meaningful moments, acknowledge what you heard, and communicate proactively about outages, delays, or fixes.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-830ae90921b9\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Transactional turned helpful\"]}],[\"$\",\"p\",null,{\"children\":[\"Turn receipts, confirmations, and status updates into guidance on what to do next—how to use the product or service, what to try, or when to replenish.\"]}],[\"$\",\"div\",null,{\"id\":\"use-cases\"}],[\"$\",\"h2\",null,{\"id\":\"h-861410799c6d\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"13 customer engagement use cases\"]}],[\"$\",\"p\",null,{\"children\":[\"Below are practical examples and models used across different industries to \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/customer-engagement-models\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"improve customer engagement\"]}],\". Each one highlights opportunity, a concise strategy, and key takeaways you can adapt to your tech stack, audience, and goals.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-485b735a57a8\",\"className\":\"my-4 text-gray-900\",\"children\":[\"1. Lead nurturing workflows\"]}],[\"$\",\"p\",null,{\"children\":[\"Guide prospects from awareness to purchase with sequenced campaigns that build trust over time. Mix channels to stay present without adding noise.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-2f4c1eca1895\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: B2B software nurture\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Welcome email with helpful resources\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Case study spotlight via email\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Invitation to a live demo or webinar\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app message nudging free-trial signup\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Retargeting ad reinforcing the value prop\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-5b9d4976dcab\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"You’ve captured interest, but the lead isn’t ready to buy and may go cold without steady, relevant touchpoints.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-a3e920d51aa0\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Build a staged workflow that starts broad with education, adds social proof, then introduces conversion prompts. Coordinate email, in-app, and ads.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-3c4b6da9f361\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Map content to buying stages.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Space sends to avoid fatigue.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track movement to sales-qualified stages, not just clicks.\"]}]]}],[\"$\",\"h3\",null,{\"id\":\"h-60218531cd65\",\"className\":\"my-4 text-gray-900\",\"children\":[\"2. Personalized onboarding and activation\"]}],[\"$\",\"p\",null,{\"children\":[\"Help new users find value fast with tailored checklists, tips, and nudges based on what they have—or haven’t—completed.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-e8516122db09\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Consumer finance app onboarding\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Day-0 welcome email and push\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app checklist tied to key setup steps\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS reminder if KYC isn’t finished after 24 hours\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with first-use tips once the card is activated\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push celebrating the first transaction\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-c9ed7dae47a1\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"New users stall when early steps feel unclear or high effort.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-bcf5caad5f1d\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Trigger messages off setup events, show progress in app, and remove friction with short, contextual guidance.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-13d4b97d7675\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Focus on time to first key action.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Personalize channel—tips in app, summaries by email.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Celebrate momentum to reinforce habit.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/hugosave-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"See personalized onboarding in action\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-d6e6b2b08408\",\"className\":\"my-4 text-gray-900\",\"children\":[\"3. Re-engagement and lapse prevention\"]}],[\"$\",\"p\",null,{\"children\":[\"Detect early inactivity and respond with education, support, or well-timed offers.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-01713dafad34\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Streaming service reactivation\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push reminder after 7 days without a session\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with “because you watched” picks\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app row highlighting unfinished shows\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Offer-based message only after two no-play windows\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-379bbd4cc43d\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Interest fades quickly when options feel overwhelming or irrelevant.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-9063ce1f632e\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use inactivity windows and affinity data to present low-effort, high-fit choices before discounting.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-71a45b3630c2\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Personalize the “reason to return.”\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Escalate incentives only after value-based nudges.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Measure reactivation and subsequent 14-day retention.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/rappi-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"See churn reduction in action\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-27fee95662e1\",\"className\":\"my-4 text-gray-900\",\"children\":[\"4. Cart and browse abandonment\"]}],[\"$\",\"p\",null,{\"children\":[\"Recover intent with timely, contextual follow-ups that make the next step easy.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-cad336ab8b7a\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Retail e-commerce abandonment\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with the exact items left behind\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push with size/stock status\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS with pickup or fast-delivery options\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Final reminder with social proof or reviews\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-19b7ed4ce95b\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Shoppers abandon due to friction, uncertainty, or poor timing.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-225d71bd8d49\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Trigger off cart and product events, add inventory and shipping context, and cap frequency to protect trust.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-badb61797de1\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Move quickly while intent is high.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Answer objections (fit, delivery, returns).\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track recovered revenue and margin, not just orders.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/abandoned-cart-email\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Upgrade your abandoned cart emails with these ideas\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-3dacadbef0a3\",\"className\":\"my-4 text-gray-900\",\"children\":[\"5. Loyalty milestone nudges\"]}],[\"$\",\"p\",null,{\"children\":[\"Make progress visible, celebrate wins, and prompt redemptions that reinforce habit.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-321e6763dcfb\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: QSR loyalty tier movement\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push when points are near a reward threshold\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app banner showing “X points to free item”\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email recap of monthly activity and perks\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Post-redemption message recommending next visit time\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-efec28518c31\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Members forget benefits or fail to notice how close they are to rewards.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-93b1a2ac9f14\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use tier and points attributes to trigger milestone messages and clear calls to redeem.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-b82959c0008a\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Tie nudges to concrete thresholds.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Keep balances front and center across channels.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Watch redemption rate, visit frequency, and AOV.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/customer-experience-for-quick-service-restaurants\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Get more inspiration for quick service restaurants\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-196950a85294\",\"className\":\"my-4 text-gray-900\",\"children\":[\"6. Post-purchase education and replenishment\"]}],[\"$\",\"p\",null,{\"children\":[\"Turn receipts into relationships by guiding setup, use, and the next need.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-07859fe57b55\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: CPG replenishment flow\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Receipt email with care/how-to content\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app tips based on product purchased\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Reminder near expected depletion date\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Cross-sell suggestions based on usage\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-439d88bde895\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Customers drop off after purchase when they don’t see ongoing value.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-38ad464060b2\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Follow the ownership timeline with helpful content, then soft-sell replenishment or complements.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-5548ef644211\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Educate first, sell second.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Time reminders to realistic consumption cycles.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track repeat rate and time between orders.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/customer-lifecycle-management\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Understand the customer lifecycle and how to grow value at each stage\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-49716486f1de\",\"className\":\"my-4 text-gray-900\",\"children\":[\"7. Proactive service and trust communications\"]}],[\"$\",\"p\",null,{\"children\":[\"Reduce anxiety and support volume with timely, transparent updates.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-17fb5d440799\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Travel delay communications\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS alert with new departure time\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email detailing options and compensation\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app voucher delivery and status tracker\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Follow-up survey after resolution\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-c0b77ef81ddb\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Silence during service issues erodes confidence and loyalty.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-268dfd041d8a\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use event-driven triggers and webhooks to deliver status, options, and make-goods in real time.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-8c2f4501660c\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Communicate early and often.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Pair transparency with next steps.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Measure CSAT (customer satisfaction score), NPS, (net promoter score), and repeat booking.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/tui-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"See real-time personalization leveraged in the travel and hospitality industry\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-8beb5deb733b\",\"className\":\"my-4 text-gray-900\",\"children\":[\"8. Recommendations and dynamic content\"]}],[\"$\",\"p\",null,{\"children\":[\"Match the next best product, feature, or content to current intent.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-02e45989d012\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: News app personalization\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with topics based on recent reads\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app “For you” feed with fresh articles\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push for breaking news in followed categories\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Digest email summarizing missed stories\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-4b7718f8a02c\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Generic content lowers engagement and opt-in value.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-431ca58d9064\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use affinities and recency to populate dynamic slots across channels.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-e96f91f0516e\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Refresh picks frequently.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Respect quiet hours for alerts.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track CTR and depth of session, not just opens.\"]}]]}],[\"$\",\"h3\",null,{\"id\":\"h-48026e85b350\",\"className\":\"my-4 text-gray-900\",\"children\":[\"9. Subscription pause and rescue flows\"]}],[\"$\",\"p\",null,{\"children\":[\"Reduce churn by giving subscribers flexible options and timely guidance instead of a hard cancel path.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-c72510a21092\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Skincare subscription retention\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app “skip or pause” offer when cancel is clicked\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with shade/skin-type tips based on profile\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS reminder before next shipment with edit link\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Post-pause check-in with tailored routine suggestions\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Many cancellations are timing or product-fit issues, not true churn intent.\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Detect cancel signals early, present low-friction alternatives (skip, pause, swap), and follow up with education tied to goals and preferences.\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Offer flexible options before discounts.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Personalize advice to routine and skin needs.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track save rate, time-to-reactivation, and downstream LTV.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/customer-retention-analytics\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Find out more about retention analytics\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-8075bc522390\",\"className\":\"my-4 text-gray-900\",\"children\":[\"10. Course progress and completion boosts\"]}],[\"$\",\"p\",null,{\"children\":[\"Increase course completion by pairing progress visibility with timely nudges and bite-size next steps.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-9613c510e82b\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Professional certification platform\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email recap of modules completed and what’s next\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app progress bar with estimated time to finish\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push at preferred study times with “resume where you left off”\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Badge unlocked on milestone modules with career-tip content\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-7d5df41cdd51\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Learners stall when the next step feels unclear or too big.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-d5a76283ccda\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use progress events to trigger concise prompts, surface small wins, and schedule nudges when learners typically study.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-ff916fad64fd\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Make the next step obvious and small.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Celebrate milestones to maintain momentum.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Measure module completion rate and 30-day active learners.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/enhancing-engagement-in-higher-education\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Learn how to enhance engagement in higher education\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-1614f7e409c9\",\"className\":\"my-4 text-gray-900\",\"children\":[\"11. Habit building and streaks\"]}],[\"$\",\"p\",null,{\"children\":[\"Reinforce healthy routines with progress visuals and timely prompts.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-0be4ca3f1a20\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Health and wellness app\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Daily push at the user’s preferred time\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app streak counter and goal celebrations\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email recap of weekly progress and tips\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push reactivation if a streak is about to break\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-decaa1ffdc8b\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Motivation wavers without visible progress and timely support.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-114465cae82d\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Anchor customer communications to user-set goals and routines, with quick wins early on.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-3e6d94693736\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Personalize timing to each user.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Celebrate milestones, not just endpoints.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Watch week-four retention and session frequency.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/sonder-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Discover how Sonder unlocked the full potential of personalized care\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-b019cc21789c\",\"className\":\"my-4 text-gray-900\",\"children\":[\"12. Welcome series and first-run activation\"]}],[\"$\",\"p\",null,{\"children\":[\"Kick off customer relationships with a short sequence that sets expectations and drives the first key action.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-aefa5157e725\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: B2B SaaS onboarding\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Day-0 welcome with “getting started” checklist\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app tooltip guiding the first feature use\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Day-3 email with a quick win tutorial\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Push/SMS only if high intent but stalled\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-e55a7a89cd8f\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Sign-ups stall before the first meaningful action.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-1d79ad2003aa\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Sequence messages around setup milestones and role-based content; spotlight one task at a time.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-dd7656144aed\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Tie messages to concrete “firsts.”\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Keep the checklist short and visible.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track time to first key action and day-7 retention.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/canva-case-study-catalogs\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"See how Canva drove new feature adoption with personalized messaging\"]}],\".\"]}],[\"$\",\"h3\",null,{\"id\":\"h-594caf77f3ef\",\"className\":\"my-4 text-gray-900\",\"children\":[\"13. Online-to-offline (O2O) orchestration\"]}],[\"$\",\"p\",null,{\"children\":[\"Connect digital browsing with in-store actions to lift conversion and repeat visits.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-9fc8785389d0\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Example use case: Retail click-and-collect\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email with pickup instructions and upsell suggestions\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS when order is ready with store map link\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-app receipt with care/how-to content\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Post-visit push asking for a quick rating\"]}]]}],[\"$\",\"h5\",null,{\"id\":\"h-6b40e010e12c\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Opportunity\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Gaps between channels create friction and drop-off.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-5e4b69de0505\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use order, location, and inventory data to time messages around pickup and post-purchase moments.\"]}],[\"$\",\"h5\",null,{\"id\":\"h-63e266357e08\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Key takeaways\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Match channel to the moment (alerts via SMS, details by email).\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Add helpful content to receipts, not just confirmations.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Track pickup completion, upsell rate, and next-visit timing.\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Read how connecting \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/connecting-physical-and-digital-retail-experiences\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"physical and digital retail experiences are reshaping consumer behavior\"]}],\".\"]}],[\"$\",\"div\",null,{\"id\":\"real\"}],[\"$\",\"h2\",null,{\"id\":\"h-997c16aba250\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"Real-life customer engagement examples\"]}],[\"$\",\"p\",null,{\"children\":[\"The following examples show how brands applied customer engagement marketing strategies with clear outcomes across channels and stages of the journey.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-f841448395f1\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Fries to the occasion: A comeback built on data\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/kfc-spain-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"KFC Spain\"]}],\" is known for bold, witty marketing. When years of fry complaints threatened brand loyalty and love, the team paired a better recipe with a data-driven apology—using Braze to turn skeptics into advocates.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-09677df88265\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The challenge\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Fries drew thousands of negative reviews. Even with a reformulated product, a standard relaunch risked missing lapsed customers who had rejected the old fries.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/8cb67c190b8709d6357239d4b9a7591ef8169834-1200x600.jpg\",\"alt\":\"Smartphone displaying a KFC notification for free fries and two app screens promoting 17 tons of free fries with redemption details.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"h4\",null,{\"id\":\"h-495405c4856d\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Use data for redemption. KFC identified every customer who’d bought fries and sent individualized “Fries Compensation” offers across email, in-app, and push. Braze custom attributes and webhooks generated tailored rewards, coordinated fulfillment via APIs (including kiosks), and tracked redemptions—while the brand publicly acknowledged past customer feedback across social and out-of-home (OOH) advertising.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-208b289924f3\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The results\"]}]]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"95% email open rate\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"679% increase in app downloads\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"233% lift in daily active users\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"20x increase in daily orders on launch day\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"42M social impressions and 1.3M interactions\"]}]]}],[\"$\",\"h3\",null,{\"id\":\"h-2bea42544407\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Spin to win: Snoonu’s gamified grocery loyalty\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/snoonu-drives-customer-loyalty-and-repeat-orders\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Snoonu\"]}],\"—a fast-growing Qatar tech company across delivery, q-commerce, and last-mile—wanted deeper engagement in its Snoomart grocery vertical without a long build. The team shipped a light-lift, gamified experience that rewarded qualified orders and kept shoppers coming back.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-376754900e1f\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The challenge\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Snoonu wanted to increase repeat orders and loyal customers in Snoomart with a compelling experience that could launch quickly and run reliably—without any heavy development cycles.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/f631cbaac053008e6f262af9315271f398836554-1200x600.jpg\",\"alt\":\"A smartphone displaying the Snoomart grocery app with product listings and offers.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/ea50edeae86a928425674180ac16b4ad52527e25-1200x600.jpg\",\"alt\":\"iPhone lock screen displaying the date, time, weather, and a \\\"Great News!\\\" notification for a chance to win prizes.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/5ca15910452e49e08b953574cbceccfca9607b3a-1200x600.jpg\",\"alt\":\"A smartphone displaying a spin-the-wheel game for rewards on a dark-themed mobile app.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"h4\",null,{\"id\":\"h-8c8fb2660e38\",\"className\":\"my-4 text-gray-900\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"The strategy\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Build a “Spin the Wheel” journey with Braze. A slide-up encouraged baskets over 70 QAR. After delivery, \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/push-notifications-best-practices\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"push notifications\"]}],\" invited customers back to spin an HTML in-app message. Webhooks and APIs issued instant rewards and wrote outcomes to custom attributes; changes triggered promo-code assignment automatically. 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