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How Customer Engagement Models Drive Growth | Braze
2026-03-07 19:42 Diff
https://www.braze.com/resources/articles/customer-engagement-models
How do brands cut through the noise, when customers today are flooded with more choice and information than ever before? A great product or service is no longer enough. What truly sets businesses apart is how they connect with their audience and that’s where customer engagement models come in.
These models help businesses connect meaningfully by understanding customer needs, preferences, and behaviors. B2B and B2C engagement models may differ, but the right strategy does more than drive interactions—it builds trust, loyalty, and long-term retention.
This article explores key customer engagement models with real-world examples to help you build an effective strategy.
What is a customer engagement model?
Why do customer engagement models matter?
4 Real-life customer engagement models giving winning results
How to choose the right customer engagement model
FAQs
Final thoughts
What is a customer engagement model?

A customer engagement model is a framework for building customer relationships at every stage of their journey in order to drive acquisition, monetization, and retention.
The purpose of a customer engagement model is to create a positive experience for individuals, so that they remain loyal, keep coming back, and recommend you to others. It helps make your brand stand out through meaningful customer connections.
Why do customer engagement models matter?

A well-designed customer engagement model can improve many metrics, including trial conversions, customer satisfaction, revenue per customer, and retention.
Rather than waiting for customers to engage, businesses can be proactive—offering support, gathering feedback, and leveraging data-driven insights to improve continuously. A cross-channel approach makes this even more effective as customers interact with brands across a variety of channels.
With the right customer engagement model, you can:
Create seamless, cross-channel experiences: Customers interact with brands across multiple channels—email, social media, live chat, and in-store. A well-defined engagement model focuses on consistency, value, and relevance across touchpoints.
Enhance customer satisfaction and loyalty: Meaningful interactions strengthen trust and keep customers coming back.
Drive higher lifetime value (LTV) and retention: Engaged customers are more likely to make repeat purchases and recommend a brand to their friends.
What does a B2B customer engagement model look like?

A B2B customer engagement model is a strategic framework designed to foster meaningful relationships between businesses and their customers throughout the customer journey. B2B engagement emphasizes building trust, understanding complex needs, and delivering tailored solutions that drive long-term partnerships. This model typically involves a cross-channel approach, utilizing various touchpoints such as email, webinars, personalized content, and direct sales interactions to create a seamless experience for customers.
Key components of a successful B2B customer engagement model include identifying high-value actions (HVAs) that indicate deeper engagement, such as attending a demo, requesting a proposal, or participating in a feedback session. Businesses should also segment their audience to tailor communications effectively, so that messaging resonates with different stakeholders within client organizations. Additionally, leveraging data analytics to monitor engagement metrics—like customer lifetime value (CLV) and retention rates—enables companies to refine their strategies continuously.
Ultimately, a robust B2B customer engagement model not only enhances client satisfaction and loyalty but helps drive revenue growth by aligning business objectives with customer needs.
4 Real-life customer engagement model examples giving winning results

Finger clickin’ good: How KFC India used customer engagement models to drive revenue

KFC, with over 30,000 restaurants worldwide, has more than 1,000 outlets in India, a key growth market. To boost engagement and conversions on its mobile app, KFC India sought innovative ways to enhance customer interactions without heavy technical investments.
The challenge

KFC India aimed to increase app engagement and conversions while reactivating its existing customer base.
The solution

Leveraging India's growing online gaming trend, KFC India launched the "Bucket It" campaign—a gamified experience offering rewards like free menu items and discounts. The game was promoted through:
In-app messages (IAMs): Daily prompts redirected users to the game.
Push notifications: Sent daily to users who hadn't redeemed rewards in the past three days.
Emails: Dispatched biweekly to users with unredeemed rewards.
SMS: Biweekly messages targeted users likely to engage in new transactions and reminded those who hadn't responded in seven days.
Each communication was personalized using Liquid with unique coupon codes and offer details. To amplify the campaign's reach, KFC India also utilized targeted advertising on Facebook and Google. Real-time performance management was achieved through partnerships with Branch for tracking and Snowflake for data management, allowing continuous optimization based on user interactions.
The Results

22% increase in average daily orders per store.
23% lift in daily revenue per store.
22% growth in new users.
27% increase in repeat orders.
Game sessions from in-app message redirects tripled, driving 80% of all sessions, while SMS engagement saw a 20% higher conversion rate than typical campaigns.
Treasure trove: How Snoonu unearthed revenue growth with gamified experiences

Snoonu, Qatar’s fastest-growing tech company, provides a one-stop shopping and delivery solution. To counter seasonal slowdowns and keep users engaged, Snoonu sought creative ways to drive app interactions.
The challenge

Snoonu needed cost-effective strategies to increase engagement and retention, especially during seasonal declines.
The solution

Snoonu introduced gamified in-app experiences powered by Braze’s customer engagement platform and Braze Alloys partner Amplitude. Two key campaigns drove engagement:
World Cup Flag Collection Game: Users collected 32 country flags by ordering from specific restaurants (e.g., ordering Mexican food earned the Mexican flag). Completing the set entered them into a draw to win 5,000 QAR.
Ramadan "Order and Win Gold" Game: Users collected treasure chests by ordering from select restaurant categories. Completing the set gave them a chance to win 300 grams of gold.
The campaigns used custom attributes and webhooks to track progress and deliver personalized in-app messages, emails, and push notifications.
The results

30% increase in orders per user.
40%+ revenue growth.
10% increase in average order value.
By gamifying engagement, Snoonu increased order frequency, spending, and long-term customer retention.
Bon Appétit: How mon-marché.fr served up smarter engagement

Mon-marché.Fr is a Paris-based online grocer delivering fresh produce, meat, dairy, and more to households in the city and surrounding areas. Operating 15 hours a day, seven days a week, it offers a convenient way to access high-quality groceries.
The challenge

Mon-marché.Fr wanted to enhance engagement and increase orders through personalized messaging but faced challenges that a lot of businesses in the CPG industry do, including integrating external data without dedicated technical resources.
The solution

Using Braze Data Transformation, mon-marché.fr automated data imports, enabling seamless personalization without requiring manual integration.
This approach removed the need for manual API calls and third-party tools, simplifying data integration. With access to Net Promoter Scores (NPS), product reviews, and communication preferences, the team could create more personalized campaigns.
For example, they launched the "It's Time to Order" campaign, using Braze Connected Content to send tailored reminders based on customer preferences.
The results

Leveraging Braze Data Transformation led to significant improvements:
43% increase in orders placed, driven by personalized reminders.
21% push open rate, with engaging and relevant content improving customer interactions.
Grounds for success: How Dutch Bros brewed up 230% ROI with Braze

Dutch Bros, an Oregon-based drive-thru coffee company, is known for its handcrafted beverages and strong customer relationships. With over 800 locations across the US, the brand prioritizes meaningful interactions.
The challenge

Dutch Bros needed to enhance its digital customer experience to match the personalized feel of its physical locations. However, fragmented messaging platforms caused inconsistent interactions and higher operational costs. The company sought a unified solution to manage the user lifecycle, segment audiences, and track campaign performance in real time.
The solution

Dutch Bros partnered with Braze, including Technical Account Management (TAM) and Support Engagement Lead services, to unify SMS, email, push notifications, and in-app messaging into a single platform. This allowed them to deliver personalized, product-based messages tailored to customer preferences.
Using Braze Canvas, Dutch Bros built cross-channel, dynamic campaigns that engaged customers at key moments, strengthening relationships and enhancing the digital experience.
The results

The campaign delivered impressive outcomes:
230% increase in ROI from CRM campaigns, driven by enhanced personalization and targeted messaging.
31% cost savings by consolidating multiple messaging platforms, reducing operational costs, and eliminating redundancies.
2025 Global Customer Engagement Review
We surveyed 2,300 marketing leaders across 18 countries to learn what’s working for top-performing brands, what the future of customer engagement looks like, and actionable solutions to the strategic challenges they present.
How to choose the right client engagement model

Whether you're transitioning from another platform or building a customer engagement model from the ground up, planning is everything. Think of it like mapping out a road trip—when you know your destination, it’s a lot easier to chart the best route. The same goes for choosing the right customer engagement model—having a clear strategy upfront makes execution smoother, more efficient, and more impactful.
By figuring out your engagement approach early, you can reduce implementation costs, streamline operations, and set your team up for long-term success. To help you get started, we’ve outlined four simple steps that can help build a strong, scalable engagement model that delivers real results.
Step 1: Define your business metrics—know your "why"

Before designing a customer engagement model, clarify what success looks like for your business. Your industry, business model, and long-term vision shape your goals, but the challenge is making sure engagement efforts align with them.
Key performance indicators (KPIs) can help guide your strategy:
Conversion rates: How well are you turning prospects into customers?
Customer lifetime value (LTV): Are you maximizing long-term revenue?
Return on investment (ROI): Are engagement efforts driving growth?
Open rates and click-through rates (CTR): Is your messaging resonating?
Monthly active users (MAU) and unique visitors (MUV): Are customers engaged?
Retention and churn rate: Are you nurturing lasting relationships?
Customer loyalty: How often do customers return, refer, or advocate for your brand?
Step 2: Identify your high-value actions—know your "what"

Not all customer actions are equal. High-value actions (HVAs) indicate deeper engagement and drive conversions, loyalty, and retention. Identifying these actions helps refine your engagement strategy.
Examples of HVAs:
Downloading an app
Joining a loyalty program
Referring a friend
Completing a profile
Viewing specific content
Opting in for push messaging
Favoriting items
Using a promo code
Once you’ve mapped out the HVAs that align with your key metrics, you can create targeted campaigns to encourage these behaviors.
For example, an eCommerce brand tracking product favorites can retarget users with personalized promotions. If a customer views a product page multiple times, they’re a prime audience for dynamic messaging or a limited-time discount.
Step 3: Identify your active and power users—know your "who"

Not all users engage the same way. Some interact occasionally, while others are highly active and deeply invested. Defining these groups helps tailor engagement strategies.
An active user might log in weekly, complete key actions, or engage with messages. Power users—your most valuable customers—frequently purchase, spend more time in-app, or interact across multiple channels.
Beyond engaging active users, consider reactivating lapsed ones. Segmenting users by session frequency, last login date, or purchase history allows for personalized re-engagement strategies. The goal is not just reaching more people but reaching the right people at the right time.
Step 4: Choose your engagement channels—know your "where"

Customers engage in different ways, so meeting them on the right channels is key. A mix of in-product and out-of-product messaging creates a seamless experience.
Key channels to consider:
Mobile push: Real-time updates and reminders
In-App messages (IAMs): Engage users while they are active in your app
Web push: Reconnect with users as they browse
In-browser messaging: Keep users engaged without disrupting their session
Content Cards: Deliver persistent, non-intrusive messages in your app
Email: Ideal for promotions, storytelling, and re-engagement
SMS: Best for urgent updates, limited-time offers, and transactional messages
Choosing the right mix means messaging reaches users where they are most likely to engage.
Mix and Match: Supercharge Engagement, Monetization, and Retention with Cross-Channel Experiences
A cross-channel approach to marketing is becoming increasingly essential for delivering the kind of cohesive experiences customers have come to expect. In this guide, you'll learn:
How to find the right channel mix for your customer engagement goals
The channel combinations you’ll want to prioritize to maximize sessions per user, purchases per user, and average user lifetime
How adding additional emerging channels can bolster engagement
Bonus step: AI-driven customer engagement models

By utilizing AI-driven insights and personalized experiences, brands can connect with their customers on a deeper level to better achieve business goals. Here’s how to incorporate AI into your customer engagement model:
Enhancing Personalization: AI enables brands to analyze vast amounts of customer data, allowing for better personalized messaging and experiences. By understanding individual preferences and behaviors, you can tailor your communications to resonate with each customer, increasing engagement and conversion rates.
Predictive Insights: AI tools can predict customer behavior by analyzing historical data and identifying trends. This predictive capability allows you to anticipate customer needs and proactively engage them at the right moments, whether through targeted promotions or personalized recommendations.
Automated Engagement: With AI, you can automate various aspects of customer engagement, such as sending personalized messages based on user actions or preferences. For example, if a customer frequently browses a specific category, AI can trigger tailored promotions or content to encourage conversion.
Optimizing Engagement Channels: AI can analyze which channels are most effective for each individual customer, and then message them on that channel.
Continuous Learning and Improvement: AI systems learn from customer interactions, allowing for continuous optimization of engagement strategies. By analyzing the performance of different campaigns and messages, AI can provide insights that help refine future efforts so your engagement model evolves with your audience.
By incorporating AI-driven customer engagement models into your strategy, you can enhance personalization, improve operational efficiency, and ultimately drive stronger customer relationships. As you explore these opportunities, remember that the goal is to create meaningful interactions that foster loyalty and long-term success.
Final Thoughts

The right customer engagement model isn’t just a strategy—it’s the foundation for building lasting relationships and driving sustainable growth. Whether you’re a fast-scaling startup or a well-established enterprise, aligning your engagement efforts with a structured approach can lead to more meaningful interactions, higher retention, and greater revenue impact.
By understanding your customers, leveraging data-driven insights, and choosing the best mix of personalization and automation, you can build engagement that exceeds expectations.
Ready to take your customer engagement to the next level? Braze helps brands create personalized, real-time interactions across their favorite channels—so you can build stronger relationships with your customers.
Ready to grow? Talk to our sales team.
Forward-Looking Statements
This blog post contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the performance of and expected benefits from Braze and its products. These forward-looking statements are based on the current assumptions, expectations and beliefs of Braze, and are subject to substantial risks, uncertainties and changes in circumstances that may cause actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. Further information on potential factors that could affect Braze results are included in the Braze Quarterly Report on Form 10-Q for the fiscal quarter ended October 31, 2024, filed with the U.S. Securities and Exchange Commission on December 10, 2024, and the other public filings of Braze with the U.S. Securities and Exchange Commission. The forward-looking statements included in this blog post represent the views of Braze only as of the date of this blog post, and Braze assumes no obligation, and does not intend to update these forward-looking statements, except as required by law.
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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":"How Customer Engagem...","item":"https://www.braze.com/resources/articles/customer-engagement-models"}]}</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">How Customer Engagement Models Help Businesses Build Lasting Relationships</h1><p class="flex gap-3 text-xs font-extrabold text-white"><span>Published on March 28, 2025</span><span>/</span><span>Last edited on March 28, 2025</span><span>/</span><span>13<!-- --> min read</span></p></div><div class="shrink-0 grow basis-0"><img alt="How Customer Engagement Models Help Businesses Build Lasting Relationships" 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%2Fdb818946df6419e90a558b5c3fcdfa0e09a95ade-3840x2160.png&amp;w=640&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fdb818946df6419e90a558b5c3fcdfa0e09a95ade-3840x2160.png&amp;w=1200&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fdb818946df6419e90a558b5c3fcdfa0e09a95ade-3840x2160.png&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>How do brands cut through the noise, when customers today are flooded with more choice and information than ever before? A great product or service is no longer enough. What truly sets businesses apart is how they connect with their audience and that’s where customer engagement models come in.</p><p>These models help businesses connect meaningfully by understanding customer needs, preferences, and behaviors. B2B and B2C engagement models may differ, but the right strategy does more than drive interactions—it builds trust, loyalty, and long-term retention.</p><p>This article explores key customer engagement models with real-world examples to help you build an effective strategy.</p><p></p><p><a href="https://customer-engagement-models#what" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">What is a customer engagement model?</a></p><p><a href="https://customer-engagement-models#why" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Why do customer engagement models matter?</a></p><p><a href="https://customer-engagement-models#examples" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">4 Real-life customer engagement models giving winning results</a></p><p><a href="https://customer-engagement-models#choose" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">How to choose the right customer engagement model</a></p><p><a href="https://customer-engagement-models#faqs" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">FAQs</a></p><p><a href="https://customer-engagement-models#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</a></p><div id="what"></div><h2 id="h-f5cea818f8e7" class="my-4 text-gray-900 lg:text-display-lg">What is a customer engagement model?</h2><p>A customer engagement model is a framework for building customer relationships at every stage of their journey in order to drive acquisition, monetization, and retention.</p><p>The purpose of a customer engagement model is to create a positive experience for individuals, so that they remain loyal, keep coming back, and recommend you to others. It helps make your brand stand out through meaningful customer connections.</p><div id="why"></div><h2 id="h-6b808628ef9d" class="my-4 text-gray-900 lg:text-display-lg">Why do customer engagement models matter?</h2><p>A well-designed customer engagement model can improve many metrics, including trial conversions, customer satisfaction, revenue per customer, and retention.</p><p>Rather than waiting for customers to engage, businesses can be proactive—offering support, gathering feedback, and leveraging data-driven insights to improve continuously. A <a href="https://www.braze.com/product/cross-channel-messaging" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">cross-channel</a> approach makes this even more effective as customers interact with brands across a variety of channels.</p><p>With the right customer engagement model, you can:</p><ul><li class="mb-2 ml-10 list-disc"><strong>Create seamless, cross-channel experiences:</strong> Customers interact with brands across multiple channels—email, social media, live chat, and in-store. A well-defined engagement model focuses on consistency, value, and relevance across touchpoints.</li><li class="mb-2 ml-10 list-disc"><strong>Enhance customer satisfaction and loyalty:</strong> Meaningful interactions strengthen trust and keep customers coming back.</li><li class="mb-2 ml-10 list-disc"><strong>Drive higher lifetime value (LTV) and retention:</strong> Engaged customers are more likely to make repeat purchases and recommend a brand to their friends.</li></ul><h2 id="h-770c04385eda" class="my-4 text-gray-900 lg:text-display-lg">What does a B2B customer engagement model look like?</h2><p>A B2B customer engagement model is a strategic framework designed to foster meaningful relationships between businesses and their customers throughout the customer journey. B2B engagement emphasizes building trust, understanding complex needs, and delivering tailored solutions that drive long-term partnerships. This model typically involves a cross-channel approach, utilizing various touchpoints such as email, webinars, personalized content, and direct sales interactions to create a seamless experience for customers.</p><p>Key components of a successful B2B customer engagement model include identifying high-value actions (HVAs) that indicate deeper engagement, such as attending a demo, requesting a proposal, or participating in a feedback session. Businesses should also segment their audience to tailor communications effectively, so that messaging resonates with different stakeholders within client organizations. Additionally, leveraging data analytics to monitor engagement metrics—like customer lifetime value (CLV) and retention rates—enables companies to refine their strategies continuously.</p><p>Ultimately, a robust B2B customer engagement model not only enhances client satisfaction and loyalty but helps drive revenue growth by aligning business objectives with customer needs.</p><div id="examples"></div><h2 id="h-f8566ff86fee" class="my-4 text-gray-900 lg:text-display-lg">4 Real-life customer engagement model examples giving winning results</h2><h3 id="h-cc9acafecb6f" class="my-4 text-gray-900">Finger clickin’ good: How KFC India used customer engagement models to drive revenue</h3><p>KFC, with over 30,000 restaurants worldwide, has more than 1,000 outlets in India, a key growth market. To boost engagement and conversions on its mobile app, <a href="https://www.braze.com/customers/kfc-india-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 India</a> sought innovative ways to enhance customer interactions without heavy technical investments.</p><h4 id="h-743a052e09fc" class="my-4 text-gray-900">The challenge</h4><p><a href="https://www.braze.com/customers/kfc-india-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 India</a> aimed to increase app engagement and conversions while reactivating its existing customer base.</p><h4 id="h-7d06fcd5bf21" class="my-4 text-gray-900">The solution</h4><p>Leveraging India&#x27;s growing online gaming trend, KFC India launched the &quot;Bucket It&quot; campaign—a gamified experience offering rewards like free menu items and discounts. The game was promoted through:</p><ul><li class="mb-2 ml-10 list-disc"><strong>In-app messages (IAMs):</strong> Daily prompts redirected users to the game.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/reports-and-guides/push-notifications" 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>:</strong> Sent daily to users who hadn&#x27;t redeemed rewards in the past three days.</li><li class="mb-2 ml-10 list-disc"><strong><a href="https://www.braze.com/resources/reports-and-guides/braze-email-inspiration-guide" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Emails</a>:</strong> Dispatched biweekly to users with unredeemed rewards.</li></ul><p><strong><a href="https://www.braze.com/resources/articles/a-complete-guide-to-sms-marketing" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">SMS</a>:</strong> Biweekly messages targeted users likely to engage in new transactions and reminded those who hadn&#x27;t responded in seven days.</p><img alt="Two smartphones display KFC promotions: one with a &quot;Play Bucket It&quot; game, the other showing SMS messages with discount codes and free item 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%2Fb6e78110572a0f27f6f2180f5fe03380e42bf9b7-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fb6e78110572a0f27f6f2180f5fe03380e42bf9b7-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fb6e78110572a0f27f6f2180f5fe03380e42bf9b7-2400x1210.png&amp;w=1920&amp;q=75"/><p>Each communication was personalized using <a href="https://www.braze.com/resources/articles/message-customization-done-right-with-braze-liquid-personalization" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Liquid</a> with unique coupon codes and offer details. To amplify the campaign&#x27;s reach, KFC India also utilized targeted advertising on <a href="https://www.braze.com/partners/technology-partners/facebook" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Facebook</a> and <a href="https://www.braze.com/partners/technology-partners/google-ads" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Google</a>. Real-time performance management was achieved through partnerships with <a href="https://www.braze.com/partners/technology-partners/branch" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Branch</a> for tracking and <a href="https://www.braze.com/docs/partners/data_and_infrastructure_agility/data_warehouses/snowflake" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Snowflake</a> for data management, allowing continuous optimization based on user interactions.</p><h4 id="h-972cc605dc17" class="my-4 text-gray-900">The Results</h4><ul><li class="mb-2 ml-10 list-disc"><strong>22%</strong> increase in average daily orders per store.</li><li class="mb-2 ml-10 list-disc"><strong>23%</strong> lift in daily revenue per store.</li><li class="mb-2 ml-10 list-disc"><strong>22%</strong> growth in new users.</li><li class="mb-2 ml-10 list-disc"><strong>27%</strong> increase in repeat orders.</li></ul><p>Game sessions from in-app message redirects tripled, driving 80% of all sessions, while SMS engagement saw a 20% higher conversion rate than typical campaigns.</p><h3 id="h-28c54c7a7554" class="my-4 text-gray-900">Treasure trove: How Snoonu unearthed revenue growth with gamified experiences</h3><p><a href="https://www.braze.com/customers/snoonu-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Snoonu</a>, Qatar’s fastest-growing tech company, provides a one-stop shopping and delivery solution. To counter seasonal slowdowns and keep users engaged, Snoonu sought creative ways to drive app interactions.</p><h4 id="h-c9d32c7adcd4" class="my-4 text-gray-900">The challenge</h4><p>Snoonu needed cost-effective strategies to <a href="https://www.braze.com/solutions/increase-engagement" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">increase engagement</a> and <a href="https://www.braze.com/resources/reports-and-guides/2020-retention-guide-for-modern-marketers" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">retention</a>, especially during seasonal declines.</p><img alt="Three phone screens illustrate an app promotion to collect 32 flags by ordering from countries for a chance to win up to 5000 QR." 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%2F3cb059e5b305ff754b2aa7726f203e4fd7d8e301-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F3cb059e5b305ff754b2aa7726f203e4fd7d8e301-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F3cb059e5b305ff754b2aa7726f203e4fd7d8e301-2400x1210.png&amp;w=1920&amp;q=75"/><h4 id="h-f22e480b7cae" class="my-4 text-gray-900">The solution</h4><p>Snoonu introduced gamified in-app experiences powered by Braze’s <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">customer engagement</a> platform and Braze Alloys partner <a href="https://www.braze.com/docs/partners/data_and_infrastructure_agility/analytics/amplitude/amplitude_audiences" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Amplitude</a>. Two key campaigns drove engagement:</p><ul><li class="mb-2 ml-10 list-disc"><strong>World Cup Flag Collection Game:</strong> Users collected 32 country flags by ordering from specific restaurants (e.g., ordering Mexican food earned the Mexican flag). Completing the set entered them into a draw to win 5,000 QAR.</li><li class="mb-2 ml-10 list-disc"><strong>Ramadan &quot;Order and Win Gold&quot; Game:</strong> Users collected treasure chests by ordering from select restaurant categories. Completing the set gave them a chance to win 300 grams of gold.</li></ul><p>The campaigns used custom attributes and webhooks to track progress and deliver personalized in-app messages, emails, and push notifications.</p><img alt="A series of five smartphone screens illustrating a food delivery app promotion to collect treasure chests and win up to 300g of gold." 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%2Fcc393a719fb7d816c8456e8fe7a437cc3a0bf949-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fcc393a719fb7d816c8456e8fe7a437cc3a0bf949-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fcc393a719fb7d816c8456e8fe7a437cc3a0bf949-2400x1210.png&amp;w=1920&amp;q=75"/><h4 id="h-e28e6246eded" class="my-4 text-gray-900">The results</h4><ul><li class="mb-2 ml-10 list-disc"><strong>30%</strong> increase in orders per user.</li><li class="mb-2 ml-10 list-disc"><strong>40%+</strong> revenue growth.</li><li class="mb-2 ml-10 list-disc"><strong>10%</strong> increase in average order value.</li></ul><p>By gamifying engagement, Snoonu increased order frequency, spending, and long-term customer retention.</p><h3 id="h-1a8ac4c6bb38" class="my-4 text-gray-900">Bon Appétit: How mon-marché.fr served up smarter engagement</h3><p><a href="https://www.braze.com/customers/mon-marche-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Mon-marché.Fr</a> is a Paris-based online grocer delivering fresh produce, meat, dairy, and more to households in the city and surrounding areas. Operating 15 hours a day, seven days a week, it offers a convenient way to access high-quality groceries.</p><h4 id="h-f30e839a61a4" class="my-4 text-gray-900">The challenge</h4><p><a href="https://www.braze.com/customers/mon-marche-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Mon-marché.Fr</a> wanted to enhance engagement and increase orders through personalized messaging but faced challenges that a lot of <a href="https://www.braze.com/resources/articles/how-can-customer-engagement-deliver-growth-for-the-cpg-industry-in-2024" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">businesses in the CPG industry</a> do, including integrating external data without dedicated technical resources.</p><h4 id="h-590109d63985" class="my-4 text-gray-900">The solution</h4><p>Using Braze Data Transformation, mon-marché.fr automated data imports, enabling seamless personalization without requiring manual integration.</p><img alt="two cell phones showing the time of 9:41 on monday june 3" 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%2F7a91b35461ea8c1dec31dddd4c0bb9bdc231b844-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F7a91b35461ea8c1dec31dddd4c0bb9bdc231b844-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F7a91b35461ea8c1dec31dddd4c0bb9bdc231b844-2400x1210.png&amp;w=1920&amp;q=75"/><img alt="Two mobile app screens display an &#x27;Astuce du quotidien&#x27; (daily tip) with a lightbulb icon and text on food organization, and &#x27;Nos producteurs&#x27; (our producers) with a man&#x27;s image and farm 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%2F1e90b4609928d2f1001fc034a4a56689b8bc5568-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F1e90b4609928d2f1001fc034a4a56689b8bc5568-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F1e90b4609928d2f1001fc034a4a56689b8bc5568-2400x1210.png&amp;w=1920&amp;q=75"/><p>This approach removed the need for manual API calls and third-party tools, simplifying data integration. With access to Net Promoter Scores (NPS), product reviews, and communication preferences, the team could create more personalized campaigns.</p><p>For example, they launched the &quot;It&#x27;s Time to Order&quot; campaign, using <a href="https://www.braze.com/resources/articles/braze-connected-content" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Braze Connected Content</a> to send tailored reminders based on customer preferences.</p><h4 id="h-303d3dfc8263" class="my-4 text-gray-900">The results</h4><p>Leveraging <a href="https://www.braze.com/docs/user_guide/data_and_analytics/data_transformation/overview/" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Braze Data Transformation</a> led to significant improvements:</p><ul><li class="mb-2 ml-10 list-disc"><strong>43% increase in orders placed</strong>, driven by personalized reminders.</li><li class="mb-2 ml-10 list-disc"><strong>21% push open rate</strong>, with engaging and relevant content improving customer interactions.</li></ul><h3 id="h-b076fd04e333" class="my-4 text-gray-900">Grounds for success: How Dutch Bros brewed up 230% ROI with Braze</h3><p><a href="https://www.braze.com/customers/dutch-bros-case-study" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Dutch Bros</a>, an Oregon-based drive-thru coffee company, is known for its handcrafted beverages and strong customer relationships. With over 800 locations across the US, the brand prioritizes meaningful interactions.</p><h4 id="h-937874e32235" class="my-4 text-gray-900">The challenge</h4><p>Dutch Bros needed to enhance its digital customer experience to match the personalized feel of its physical locations. However, fragmented messaging platforms caused inconsistent interactions and higher operational costs. The company sought a unified solution to manage the user lifecycle, segment audiences, and track campaign performance in real time.</p><img alt="A mobile phone displays a Dutch Bros Coffee email advertising their new Poppin&#x27; Boba, featuring images of colorful boba drinks." 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%2Faa35689983c1d55d6f1f6f64cddf2eec33eb4106-2400x1210.png&amp;w=828&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Faa35689983c1d55d6f1f6f64cddf2eec33eb4106-2400x1210.png&amp;w=1920&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Faa35689983c1d55d6f1f6f64cddf2eec33eb4106-2400x1210.png&amp;w=1920&amp;q=75"/><h4 id="h-917e216b910f" class="my-4 text-gray-900">The solution</h4><p>Dutch Bros partnered with Braze, including <a href="https://www.braze.com/resources/articles/optimize-your-customer-engagement-strategy-with-braze-technical-account-management" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Technical Account Management</a> (TAM) and <a href="https://www.braze.com/resources/articles/beyond-one-size-fits-all-support-introducing-braze-support-engagement-leads" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Support Engagement Lead services</a>, to unify SMS, email, push notifications, and in-app messaging into a single platform. This allowed them to deliver personalized, product-based messages tailored to customer preferences.</p><p>Using <a href="https://www.braze.com/resources/articles/braze-canvas-journey-orchestration" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Braze Canvas</a>, Dutch Bros built <a href="https://www.braze.com/resources/reports-and-guides/forrester-ccmh-wave-2023" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">cross-channel</a>, dynamic campaigns that engaged customers at key moments, strengthening relationships and enhancing the digital experience.</p><h4 id="h-8fe762153b57" class="my-4 text-gray-900">The results</h4><p>The campaign delivered impressive outcomes:</p><ul><li class="mb-2 ml-10 list-disc"><strong>230% increase in ROI from CRM campaigns</strong>, driven by enhanced personalization and targeted messaging.</li><li class="mb-2 ml-10 list-disc"><strong>31% cost savings</strong> by consolidating multiple messaging platforms, reducing operational costs, and eliminating redundancies.</li></ul><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">2025 Global Customer Engagement Review</div><div class="text-md"><p>We surveyed 2,300 marketing leaders across 18 countries to learn what’s working for top-performing brands, what the future of customer engagement looks like, and actionable solutions to the strategic challenges they present.</p></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="/resources/reports-and-guides/global-customer-engagement-review">Download now</a></div></div><div id="choose"></div><h2 id="h-1e656015905d" class="my-4 text-gray-900 lg:text-display-lg">How to choose the right client engagement model</h2><p>Whether you&#x27;re transitioning from another platform or building a customer engagement model from the ground up, planning is everything. Think of it like mapping out a road trip—when you know your destination, it’s a lot easier to chart the best route. The same goes for choosing the right customer engagement model—having a clear strategy upfront makes execution smoother, more efficient, and more impactful.</p><p>By figuring out your engagement approach early, you can reduce implementation costs, streamline operations, and set your team up for long-term success. To help you get started, we’ve outlined four simple steps that can help build a strong, scalable engagement model that delivers real results.</p><h3 id="h-e3fcf1037243" class="my-4 text-gray-900">Step 1: Define your business metrics—know your &quot;why&quot;</h3><p>Before designing a customer engagement model, clarify what success looks like for your business. Your industry, business model, and long-term vision shape your goals, but the challenge is making sure engagement efforts align with them.</p><p>Key performance indicators (KPIs) can help guide your strategy:</p><ul><li class="mb-2 ml-10 list-disc"><strong>Conversion rates</strong>: How well are you turning prospects into customers?</li><li class="mb-2 ml-10 list-disc"><strong>Customer lifetime value (LTV)</strong>: Are you maximizing long-term revenue?</li><li class="mb-2 ml-10 list-disc"><strong>Return on investment (ROI)</strong>: Are engagement efforts driving growth?</li><li class="mb-2 ml-10 list-disc"><strong>Open rates and click-through rates (CTR)</strong>: Is your messaging resonating?</li><li class="mb-2 ml-10 list-disc"><strong>Monthly active users (MAU) and unique visitors (MUV)</strong>: Are customers engaged?</li><li class="mb-2 ml-10 list-disc"><strong>Retention and churn rate</strong>: Are you nurturing lasting relationships?</li><li class="mb-2 ml-10 list-disc"><strong>Customer loyalty</strong>: How often do customers return, refer, or advocate for your brand?</li></ul><h3 id="h-90bf82f9fb4b" class="my-4 text-gray-900">Step 2: Identify your high-value actions—know your &quot;what&quot;</h3><p>Not all customer actions are equal. High-value actions (HVAs) indicate deeper engagement and drive conversions, loyalty, and retention. Identifying these actions helps refine your engagement strategy.</p><p>Examples of HVAs:</p><ul><li class="mb-2 ml-10 list-disc">Downloading an app</li><li class="mb-2 ml-10 list-disc">Joining a loyalty program</li><li class="mb-2 ml-10 list-disc">Referring a friend</li><li class="mb-2 ml-10 list-disc">Completing a profile</li><li class="mb-2 ml-10 list-disc">Viewing specific content</li><li class="mb-2 ml-10 list-disc">Opting in for push messaging</li><li class="mb-2 ml-10 list-disc">Favoriting items</li><li class="mb-2 ml-10 list-disc">Using a promo code</li></ul><p>Once you’ve mapped out the HVAs that align with your key metrics, you can create targeted campaigns to encourage these behaviors.</p><p>For example, an eCommerce brand tracking product favorites can retarget users with personalized promotions. If a customer views a product page multiple times, they’re a prime audience for dynamic messaging or a limited-time discount.</p><h3 id="h-4511306069f5" class="my-4 text-gray-900">Step 3: Identify your active and power users—know your &quot;who&quot;</h3><p>Not all users engage the same way. Some interact occasionally, while others are highly active and deeply invested. Defining these groups helps tailor engagement strategies.</p><p>An active user might log in weekly, complete key actions, or engage with messages. Power users—your most valuable customers—frequently purchase, spend more time in-app, or interact across multiple channels.</p><p>Beyond engaging active users, consider reactivating lapsed ones. Segmenting users by session frequency, last login date, or purchase history allows for personalized re-engagement strategies. The goal is not just reaching more people but reaching the right people at the right time.</p><h3 id="h-28b479ce1925" class="my-4 text-gray-900">Step 4: Choose your engagement channels—know your &quot;where&quot;</h3><p>Customers engage in different ways, so meeting them on the right channels is key. A mix of in-product and out-of-product messaging creates a seamless experience.</p><p>Key channels to consider:</p><ul><li class="mb-2 ml-10 list-disc"><a href="https://www.braze.com/resources/articles/what-are-push-notifications" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Mobile push</a>: Real-time updates and reminders</li><li class="mb-2 ml-10 list-disc">In-App messages (IAMs): Engage users while they are active in your app</li><li class="mb-2 ml-10 list-disc"><a href="https://www.braze.com/resources/articles/how-web-push-messaging-enhances-user-engagement" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">Web push</a>: Reconnect with users as they browse</li><li class="mb-2 ml-10 list-disc">In-browser messaging: Keep users engaged without disrupting their session</li><li class="mb-2 ml-10 list-disc">Content Cards: Deliver persistent, non-intrusive messages in your app</li><li class="mb-2 ml-10 list-disc">Email: Ideal for promotions, storytelling, and re-engagement</li><li class="mb-2 ml-10 list-disc">SMS: Best for urgent updates, limited-time offers, and transactional messages</li></ul><p>Choosing the right mix means messaging reaches users where they are most likely to engage.</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">Mix and Match: Supercharge Engagement, Monetization, and Retention with Cross-Channel Experiences</div><div class="text-md"><p>A cross-channel approach to marketing is becoming increasingly essential for delivering the kind of cohesive experiences customers have come to expect. In this guide, you&#x27;ll learn:</p><ul><li class="mb-2 ml-10 list-disc">How to find the right channel mix for your customer engagement goals</li><li class="mb-2 ml-10 list-disc">The channel combinations you’ll want to prioritize to maximize sessions per user, purchases per user, and average user lifetime</li><li class="mb-2 ml-10 list-disc">How adding additional emerging channels can bolster engagement</li></ul></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="/resources/reports-and-guides/the-cross-channel-marketing-difference-report">Download now</a></div></div><h3 id="h-ef87cc61d2f3" class="my-4 text-gray-900">Bonus step: AI-driven customer engagement models</h3><p>By utilizing <a href="https://www.braze.com/resources/articles/ai-powered-shift-customer-experiences" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">AI-driven insights and personalized experiences</a>, brands can connect with their customers on a deeper level to better achieve business goals. Here’s how to incorporate AI into your customer engagement model:</p><ol><li class="mb-2 ml-10 list-decimal"><strong>Enhancing Personalization:</strong> AI enables brands to analyze vast amounts of customer data, allowing for better personalized messaging and experiences. By understanding individual preferences and behaviors, you can tailor your communications to resonate with each customer, increasing engagement and conversion rates.</li><li class="mb-2 ml-10 list-decimal"><strong>Predictive Insights:</strong> AI tools can predict customer behavior by analyzing historical data and identifying trends. This predictive capability allows you to anticipate customer needs and proactively engage them at the right moments, whether through targeted promotions or personalized recommendations.</li><li class="mb-2 ml-10 list-decimal"><strong>Automated Engagement:</strong> With AI, you can automate various aspects of customer engagement, such as sending personalized messages based on user actions or preferences. For example, if a customer frequently browses a specific category, AI can trigger tailored promotions or content to encourage conversion.</li><li class="mb-2 ml-10 list-decimal"><strong>Optimizing Engagement Channels:</strong> AI can analyze which channels are <a href="https://www.braze.com/docs/user_guide/brazeai/intelligence/intelligent_channel" rel="noreferrer noopener" class="font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black" aria-label="External link">most effective</a> for each individual customer, and then message them on that channel.</li><li class="mb-2 ml-10 list-decimal"><strong>Continuous Learning and Improvement:</strong> AI systems learn from customer interactions, allowing for continuous optimization of engagement strategies. By analyzing the performance of different campaigns and messages, AI can provide insights that help refine future efforts so your engagement model evolves with your audience.</li></ol><p>By incorporating AI-driven customer engagement models into your strategy, you can enhance personalization, improve operational efficiency, and ultimately drive stronger customer relationships. As you explore these opportunities, remember that the goal is to create meaningful interactions that foster loyalty and long-term success.</p><div id="faqs"></div><div id="conclusion"></div><h2 id="h-3049569affa6" class="my-4 text-gray-900 lg:text-display-lg">Final Thoughts</h2><p>The right customer engagement model isn’t just a strategy—it’s the foundation for building lasting relationships and driving sustainable growth. Whether you’re a fast-scaling startup or a well-established enterprise, aligning your engagement efforts with a structured approach can lead to more meaningful interactions, higher retention, and greater revenue impact.</p><p>By understanding your customers, leveraging data-driven insights, and choosing the best mix of personalization and automation, you can build engagement that exceeds expectations.</p><p>Ready to take your customer engagement to the next level? Braze helps brands create personalized, real-time interactions across their favorite channels—so you can build stronger relationships with your customers.</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 class="text-md"><p><em></em></p></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><p><strong><em>Forward-Looking Statements</em></strong></p><p><em>This blog post contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the performance of and expected benefits from Braze and its products. These forward-looking statements are based on the current assumptions, expectations and beliefs of Braze, and are subject to substantial risks, uncertainties and changes in circumstances that may cause actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. Further information on potential factors that could affect Braze results are included in the Braze Quarterly Report on Form 10-Q for the fiscal quarter ended October 31, 2024, filed with the U.S. Securities and Exchange Commission on December 10, 2024, and the other public filings of Braze with the U.S. Securities and Exchange Commission. The forward-looking statements included in this blog post represent the views of Braze only as of the date of this blog post, and Braze assumes no obligation, and does not intend to update these forward-looking statements, except as required by law.</em><br/></p></div><div class="space-y-6"><h2 id="faq-accordion" class="mb-0 text-display-xs sm:text-display-sm font-bold">Customer engagement framework and models FAQS</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="How can businesses measure the effectiveness of their customer engagement model?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">How can businesses measure the effectiveness of their customer engagement model?</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>Businesses can track success by monitoring key metrics like Net Promoter Score (NPS) to gauge customer loyalty, Customer Lifetime Value (CLV) to measure long-term revenue potential, and engagement rate to see how actively users interact with content and campaigns. Regularly analyzing these insights helps refine strategies and improve customer relationships over time.</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="Is investing in a customer engagement model cost-effective for small businesses?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">Is investing in a customer engagement model cost-effective for small businesses?</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>Yes, investing in a customer engagement mode is cost-effective for small businesses. You don’t need massive budgets to build strong engagement. Automated email campaigns, personalized social media interactions, and targeted messaging can boost retention and customer satisfaction without heavy upfront costs. Even small, strategic efforts can make a big impact.</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 tools or software can help implement a customer engagement model?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What tools or software can help implement a customer engagement model?</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 platforms (like Braze), can help businesses track customer behavior, automate interactions, and optimize engagement at scale. It might also be helpful to have customer data platforms (CDPs), data warehouses, analytics tools, and other tools to bring your customer engagement strategy to the next level.</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 customer engagement models?"><span class="text-lg font-semibold text-gray-900 group-hover:text-purple-700">What are customer engagement models?</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 models are strategic frameworks that define how businesses interact with their audience at different stages of the customer journey. These models help brands build meaningful relationships, enhance satisfaction, and drive long-term loyalty.</p></div></div></details></section><script type="application/ld+json">{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"How can businesses measure the effectiveness of their customer engagement model?","acceptedAnswer":{"@type":"Answer","text":"Businesses can track success by monitoring key metrics like Net Promoter Score (NPS) to gauge customer loyalty, Customer Lifetime Value (CLV) to measure long-term revenue potential, and engagement rate to see how actively users interact with content and campaigns. 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These models help brands build meaningful relationships, enhance satisfaction, and drive long-term loyalty."}}]}</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 great product or service is no longer enough. What truly sets businesses apart is how they connect with their audience and that’s where customer engagement models come in.\"]}],[\"$\",\"p\",null,{\"children\":[\"These models help businesses connect meaningfully by understanding customer needs, preferences, and behaviors. B2B and B2C engagement models may differ, but the right strategy does more than drive interactions—it builds trust, loyalty, and long-term retention.\"]}],[\"$\",\"p\",null,{\"children\":[\"This article explores key customer engagement models with real-world examples to help you build an effective strategy.\"]}],[\"$\",\"p\",null,{\"children\":[\"\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#what\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"What is a customer engagement model?\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#why\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Why do customer engagement models matter?\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#examples\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"4 Real-life customer engagement models giving winning results\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#choose\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"How to choose the right customer engagement model\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#faqs\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"FAQs\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://customer-engagement-models#conclusion\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Final thoughts\"]}]]}],[\"$\",\"div\",null,{\"id\":\"what\"}],[\"$\",\"h2\",null,{\"id\":\"h-f5cea818f8e7\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"What is a customer engagement model?\"]}],[\"$\",\"p\",null,{\"children\":[\"A customer engagement model is a framework for building customer relationships at every stage of their journey in order to drive acquisition, monetization, and retention.\"]}],[\"$\",\"p\",null,{\"children\":[\"The purpose of a customer engagement model is to create a positive experience for individuals, so that they remain loyal, keep coming back, and recommend you to others. It helps make your brand stand out through meaningful customer connections.\"]}],[\"$\",\"div\",null,{\"id\":\"why\"}],[\"$\",\"h2\",null,{\"id\":\"h-6b808628ef9d\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"Why do customer engagement models matter?\"]}],[\"$\",\"p\",null,{\"children\":[\"A well-designed customer engagement model can improve many metrics, including trial conversions, customer satisfaction, revenue per customer, and retention.\"]}],[\"$\",\"p\",null,{\"children\":[\"Rather than waiting for customers to engage, businesses can be proactive—offering support, gathering feedback, and leveraging data-driven insights to improve continuously. A \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/product/cross-channel-messaging\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"cross-channel\"]}],\" approach makes this even more effective as customers interact with brands across a variety of channels.\"]}],[\"$\",\"p\",null,{\"children\":[\"With the right customer engagement model, you can:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Create seamless, cross-channel experiences:\"]}],\" Customers interact with brands across multiple channels—email, social media, live chat, and in-store. A well-defined engagement model focuses on consistency, value, and relevance across touchpoints.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Enhance customer satisfaction and loyalty:\"]}],\" Meaningful interactions strengthen trust and keep customers coming back.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Drive higher lifetime value (LTV) and retention:\"]}],\" Engaged customers are more likely to make repeat purchases and recommend a brand to their friends.\"]}]]}],[\"$\",\"h2\",null,{\"id\":\"h-770c04385eda\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"What does a B2B customer engagement model look like?\"]}],[\"$\",\"p\",null,{\"children\":[\"A B2B customer engagement model is a strategic framework designed to foster meaningful relationships between businesses and their customers throughout the customer journey. B2B engagement emphasizes building trust, understanding complex needs, and delivering tailored solutions that drive long-term partnerships. This model typically involves a cross-channel approach, utilizing various touchpoints such as email, webinars, personalized content, and direct sales interactions to create a seamless experience for customers.\"]}],[\"$\",\"p\",null,{\"children\":[\"Key components of a successful B2B customer engagement model include identifying high-value actions (HVAs) that indicate deeper engagement, such as attending a demo, requesting a proposal, or participating in a feedback session. Businesses should also segment their audience to tailor communications effectively, so that messaging resonates with different stakeholders within client organizations. Additionally, leveraging data analytics to monitor engagement metrics—like customer lifetime value (CLV) and retention rates—enables companies to refine their strategies continuously.\"]}],[\"$\",\"p\",null,{\"children\":[\"Ultimately, a robust B2B customer engagement model not only enhances client satisfaction and loyalty but helps drive revenue growth by aligning business objectives with customer needs.\"]}],[\"$\",\"div\",null,{\"id\":\"examples\"}],[\"$\",\"h2\",null,{\"id\":\"h-f8566ff86fee\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"4 Real-life customer engagement model examples giving winning results\"]}],[\"$\",\"h3\",null,{\"id\":\"h-cc9acafecb6f\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Finger clickin’ good: How KFC India used customer engagement models to drive revenue\"]}],[\"$\",\"p\",null,{\"children\":[\"KFC, with over 30,000 restaurants worldwide, has more than 1,000 outlets in India, a key growth market. To boost engagement and conversions on its mobile app, \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/kfc-india-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"KFC India\"]}],\" sought innovative ways to enhance customer interactions without heavy technical investments.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-743a052e09fc\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The challenge\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/kfc-india-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"KFC India\"]}],\" aimed to increase app engagement and conversions while reactivating its existing customer base.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-7d06fcd5bf21\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The solution\"]}],[\"$\",\"p\",null,{\"children\":[\"Leveraging India's growing online gaming trend, KFC India launched the \\\"Bucket It\\\" campaign—a gamified experience offering rewards like free menu items and discounts. The game was promoted through:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"In-app messages (IAMs):\"]}],\" Daily prompts redirected users to the game.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/push-notifications\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Push notifications\"]}],\":\"]}],\" Sent daily to users who hadn't redeemed rewards in the past three days.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/braze-email-inspiration-guide\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Emails\"]}],\":\"]}],\" Dispatched biweekly to users with unredeemed rewards.\"]}]]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"strong\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/a-complete-guide-to-sms-marketing\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"SMS\"]}],\":\"]}],\" Biweekly messages targeted users likely to engage in new transactions and reminded those who hadn't responded in seven days.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/b6e78110572a0f27f6f2180f5fe03380e42bf9b7-2400x1210.png\",\"alt\":\"Two smartphones display KFC promotions: one with a \\\"Play Bucket It\\\" game, the other showing SMS messages with discount codes and free item offers.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"p\",null,{\"children\":[\"Each communication was personalized using \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/message-customization-done-right-with-braze-liquid-personalization\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Liquid\"]}],\" with unique coupon codes and offer details. To amplify the campaign's reach, KFC India also utilized targeted advertising on \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/partners/technology-partners/facebook\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Facebook\"]}],\" and \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/partners/technology-partners/google-ads\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Google\"]}],\". Real-time performance management was achieved through partnerships with \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/partners/technology-partners/branch\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Branch\"]}],\" for tracking and \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/docs/partners/data_and_infrastructure_agility/data_warehouses/snowflake\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Snowflake\"]}],\" for data management, allowing continuous optimization based on user interactions.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-972cc605dc17\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The Results\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"22%\"]}],\" increase in average daily orders per store.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"23%\"]}],\" lift in daily revenue per store.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"22%\"]}],\" growth in new users.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"27%\"]}],\" increase in repeat orders.\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Game sessions from in-app message redirects tripled, driving 80% of all sessions, while SMS engagement saw a 20% higher conversion rate than typical campaigns.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-28c54c7a7554\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Treasure trove: How Snoonu unearthed revenue growth with gamified experiences\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/snoonu-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Snoonu\"]}],\", Qatar’s fastest-growing tech company, provides a one-stop shopping and delivery solution. To counter seasonal slowdowns and keep users engaged, Snoonu sought creative ways to drive app interactions.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-c9d32c7adcd4\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The challenge\"]}],[\"$\",\"p\",null,{\"children\":[\"Snoonu needed cost-effective strategies to \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/solutions/increase-engagement\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"increase engagement\"]}],\" and \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/2020-retention-guide-for-modern-marketers\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"retention\"]}],\", especially during seasonal declines.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/3cb059e5b305ff754b2aa7726f203e4fd7d8e301-2400x1210.png\",\"alt\":\"Three phone screens illustrate an app promotion to collect 32 flags by ordering from countries for a chance to win up to 5000 QR.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"h4\",null,{\"id\":\"h-f22e480b7cae\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The solution\"]}],[\"$\",\"p\",null,{\"children\":[\"Snoonu introduced gamified in-app experiences powered by Braze’s \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/customer-engagement-guide\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"customer engagement\"]}],\" platform and Braze Alloys partner \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/docs/partners/data_and_infrastructure_agility/analytics/amplitude/amplitude_audiences\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Amplitude\"]}],\". Two key campaigns drove engagement:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"World Cup Flag Collection Game:\"]}],\" Users collected 32 country flags by ordering from specific restaurants (e.g., ordering Mexican food earned the Mexican flag). Completing the set entered them into a draw to win 5,000 QAR.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Ramadan \\\"Order and Win Gold\\\" Game:\"]}],\" Users collected treasure chests by ordering from select restaurant categories. Completing the set gave them a chance to win 300 grams of gold.\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"The campaigns used custom attributes and webhooks to track progress and deliver personalized in-app messages, emails, and push notifications.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/cc393a719fb7d816c8456e8fe7a437cc3a0bf949-2400x1210.png\",\"alt\":\"A series of five smartphone screens illustrating a food delivery app promotion to collect treasure chests and win up to 300g of gold.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"h4\",null,{\"id\":\"h-e28e6246eded\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The results\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"30%\"]}],\" increase in orders per user.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"40%+\"]}],\" revenue growth.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"10%\"]}],\" increase in average order value.\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"By gamifying engagement, Snoonu increased order frequency, spending, and long-term customer retention.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-1a8ac4c6bb38\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Bon Appétit: How mon-marché.fr served up smarter engagement\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/mon-marche-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Mon-marché.Fr\"]}],\" is a Paris-based online grocer delivering fresh produce, meat, dairy, and more to households in the city and surrounding areas. Operating 15 hours a day, seven days a week, it offers a convenient way to access high-quality groceries.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-f30e839a61a4\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The challenge\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/mon-marche-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Mon-marché.Fr\"]}],\" wanted to enhance engagement and increase orders through personalized messaging but faced challenges that a lot of \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/how-can-customer-engagement-deliver-growth-for-the-cpg-industry-in-2024\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"businesses in the CPG industry\"]}],\" do, including integrating external data without dedicated technical resources.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-590109d63985\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The solution\"]}],[\"$\",\"p\",null,{\"children\":[\"Using Braze Data Transformation, mon-marché.fr automated data imports, enabling seamless personalization without requiring manual integration.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/7a91b35461ea8c1dec31dddd4c0bb9bdc231b844-2400x1210.png\",\"alt\":\"two cell phones showing the time of 9:41 on monday june 3\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/1e90b4609928d2f1001fc034a4a56689b8bc5568-2400x1210.png\",\"alt\":\"Two mobile app screens display an 'Astuce du quotidien' (daily tip) with a lightbulb icon and text on food organization, and 'Nos producteurs' (our producers) with a man's image and farm details.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"p\",null,{\"children\":[\"This approach removed the need for manual API calls and third-party tools, simplifying data integration. With access to Net Promoter Scores (NPS), product reviews, and communication preferences, the team could create more personalized campaigns.\"]}],[\"$\",\"p\",null,{\"children\":[\"For example, they launched the \\\"It's Time to Order\\\" campaign, using \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/braze-connected-content\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Braze Connected Content\"]}],\" to send tailored reminders based on customer preferences.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-303d3dfc8263\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The results\"]}],[\"$\",\"p\",null,{\"children\":[\"Leveraging \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/docs/user_guide/data_and_analytics/data_transformation/overview/\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Braze Data Transformation\"]}],\" led to significant improvements:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"43% increase in orders placed\"]}],\", driven by personalized reminders.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"21% push open rate\"]}],\", with engaging and relevant content improving customer interactions.\"]}]]}],[\"$\",\"h3\",null,{\"id\":\"h-b076fd04e333\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Grounds for success: How Dutch Bros brewed up 230% ROI with Braze\"]}],[\"$\",\"p\",null,{\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/customers/dutch-bros-case-study\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Dutch Bros\"]}],\", an Oregon-based drive-thru coffee company, is known for its handcrafted beverages and strong customer relationships. With over 800 locations across the US, the brand prioritizes meaningful interactions.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-937874e32235\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The challenge\"]}],[\"$\",\"p\",null,{\"children\":[\"Dutch Bros needed to enhance its digital customer experience to match the personalized feel of its physical locations. However, fragmented messaging platforms caused inconsistent interactions and higher operational costs. The company sought a unified solution to manage the user lifecycle, segment audiences, and track campaign performance in real time.\"]}],[\"$\",\"$L27\",null,{\"src\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/aa35689983c1d55d6f1f6f64cddf2eec33eb4106-2400x1210.png\",\"alt\":\"A mobile phone displays a Dutch Bros Coffee email advertising their new Poppin' Boba, featuring images of colorful boba drinks.\",\"width\":800,\"height\":600,\"className\":\"w-auto max-w-full self-start overflow-hidden rounded-xl\",\"loading\":\"lazy\"}],[\"$\",\"h4\",null,{\"id\":\"h-917e216b910f\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The solution\"]}],[\"$\",\"p\",null,{\"children\":[\"Dutch Bros partnered with Braze, including \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/optimize-your-customer-engagement-strategy-with-braze-technical-account-management\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Technical Account Management\"]}],\" (TAM) and \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/beyond-one-size-fits-all-support-introducing-braze-support-engagement-leads\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Support Engagement Lead services\"]}],\", to unify SMS, email, push notifications, and in-app messaging into a single platform. This allowed them to deliver personalized, product-based messages tailored to customer preferences.\"]}],[\"$\",\"p\",null,{\"children\":[\"Using \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/braze-canvas-journey-orchestration\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Braze Canvas\"]}],\", Dutch Bros built \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/reports-and-guides/forrester-ccmh-wave-2023\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"cross-channel\"]}],\", dynamic campaigns that engaged customers at key moments, strengthening relationships and enhancing the digital experience.\"]}],[\"$\",\"h4\",null,{\"id\":\"h-8fe762153b57\",\"className\":\"my-4 text-gray-900\",\"children\":[\"The results\"]}],[\"$\",\"p\",null,{\"children\":[\"The campaign delivered impressive outcomes:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"230% increase in ROI from CRM campaigns\"]}],\", driven by enhanced personalization and targeted messaging.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"31% cost savings\"]}],\" by consolidating multiple messaging platforms, reducing operational costs, and eliminating redundancies.\"]}]]}],[\"$\",\"$L36\",null,{\"_key\":\"95f993e7599d\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"93f097dc9157\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Download now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/reports-and-guides/global-customer-engagement-review\"}}],\"body\":[{\"_key\":\"112a968a29f5\",\"_type\":\"block\",\"children\":[{\"_key\":\"05136219c7e10\",\"_type\":\"span\",\"marks\":[],\"text\":\"We surveyed 2,300 marketing leaders across 18 countries to learn what’s working for top-performing brands, what the future of customer engagement looks like, and actionable solutions to the strategic challenges they present.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"2025 Global Customer Engagement Review\",\"markDefs\":null}],[\"$\",\"div\",null,{\"id\":\"choose\"}],[\"$\",\"h2\",null,{\"id\":\"h-1e656015905d\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"How to choose the right client engagement model\"]}],[\"$\",\"p\",null,{\"children\":[\"Whether you're transitioning from another platform or building a customer engagement model from the ground up, planning is everything. Think of it like mapping out a road trip—when you know your destination, it’s a lot easier to chart the best route. The same goes for choosing the right customer engagement model—having a clear strategy upfront makes execution smoother, more efficient, and more impactful.\"]}],[\"$\",\"p\",null,{\"children\":[\"By figuring out your engagement approach early, you can reduce implementation costs, streamline operations, and set your team up for long-term success. To help you get started, we’ve outlined four simple steps that can help build a strong, scalable engagement model that delivers real results.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-e3fcf1037243\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Step 1: Define your business metrics—know your \\\"why\\\"\"]}],[\"$\",\"p\",null,{\"children\":[\"Before designing a customer engagement model, clarify what success looks like for your business. Your industry, business model, and long-term vision shape your goals, but the challenge is making sure engagement efforts align with them.\"]}],[\"$\",\"p\",null,{\"children\":[\"Key performance indicators (KPIs) can help guide your strategy:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Conversion rates\"]}],\": How well are you turning prospects into customers?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Customer lifetime value (LTV)\"]}],\": Are you maximizing long-term revenue?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Return on investment (ROI)\"]}],\": Are engagement efforts driving growth?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Open rates and click-through rates (CTR)\"]}],\": Is your messaging resonating?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Monthly active users (MAU) and unique visitors (MUV)\"]}],\": Are customers engaged?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Retention and churn rate\"]}],\": Are you nurturing lasting relationships?\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Customer loyalty\"]}],\": How often do customers return, refer, or advocate for your brand?\"]}]]}],[\"$\",\"h3\",null,{\"id\":\"h-90bf82f9fb4b\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Step 2: Identify your high-value actions—know your \\\"what\\\"\"]}],[\"$\",\"p\",null,{\"children\":[\"Not all customer actions are equal. High-value actions (HVAs) indicate deeper engagement and drive conversions, loyalty, and retention. Identifying these actions helps refine your engagement strategy.\"]}],[\"$\",\"p\",null,{\"children\":[\"Examples of HVAs:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Downloading an app\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Joining a loyalty program\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Referring a friend\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Completing a profile\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Viewing specific content\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Opting in for push messaging\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Favoriting items\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Using a promo code\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Once you’ve mapped out the HVAs that align with your key metrics, you can create targeted campaigns to encourage these behaviors.\"]}],[\"$\",\"p\",null,{\"children\":[\"For example, an eCommerce brand tracking product favorites can retarget users with personalized promotions. If a customer views a product page multiple times, they’re a prime audience for dynamic messaging or a limited-time discount.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-4511306069f5\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Step 3: Identify your active and power users—know your \\\"who\\\"\"]}],[\"$\",\"p\",null,{\"children\":[\"Not all users engage the same way. Some interact occasionally, while others are highly active and deeply invested. Defining these groups helps tailor engagement strategies.\"]}],[\"$\",\"p\",null,{\"children\":[\"An active user might log in weekly, complete key actions, or engage with messages. Power users—your most valuable customers—frequently purchase, spend more time in-app, or interact across multiple channels.\"]}],[\"$\",\"p\",null,{\"children\":[\"Beyond engaging active users, consider reactivating lapsed ones. Segmenting users by session frequency, last login date, or purchase history allows for personalized re-engagement strategies. The goal is not just reaching more people but reaching the right people at the right time.\"]}],[\"$\",\"h3\",null,{\"id\":\"h-28b479ce1925\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Step 4: Choose your engagement channels—know your \\\"where\\\"\"]}],[\"$\",\"p\",null,{\"children\":[\"Customers engage in different ways, so meeting them on the right channels is key. A mix of in-product and out-of-product messaging creates a seamless experience.\"]}],[\"$\",\"p\",null,{\"children\":[\"Key channels to consider:\"]}],[\"$\",\"ul\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/what-are-push-notifications\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Mobile push\"]}],\": Real-time updates and reminders\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-App messages (IAMs): Engage users while they are active in your app\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/how-web-push-messaging-enhances-user-engagement\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"Web push\"]}],\": Reconnect with users as they browse\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"In-browser messaging: Keep users engaged without disrupting their session\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Content Cards: Deliver persistent, non-intrusive messages in your app\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"Email: Ideal for promotions, storytelling, and re-engagement\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-disc\",\"children\":[\"SMS: Best for urgent updates, limited-time offers, and transactional messages\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"Choosing the right mix means messaging reaches users where they are most likely to engage.\"]}],[\"$\",\"$L36\",null,{\"_key\":\"0f1eb0cf4e53\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"0f87f5c5c28f\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Download now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/reports-and-guides/the-cross-channel-marketing-difference-report\"}}],\"body\":[{\"_key\":\"babe09989704\",\"_type\":\"block\",\"children\":[{\"_key\":\"4f8ff684f9e50\",\"_type\":\"span\",\"marks\":[],\"text\":\"A cross-channel approach to marketing is becoming increasingly essential for delivering the kind of cohesive experiences customers have come to expect. In this guide, you'll learn:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3e5b4c1690ee\",\"_type\":\"block\",\"children\":[{\"_key\":\"c79fc2ea0a88\",\"_type\":\"span\",\"marks\":[],\"text\":\"How to find the right channel mix for your customer engagement goals\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f2eaefb0c819\",\"_type\":\"block\",\"children\":[{\"_key\":\"f6123b4246400\",\"_type\":\"span\",\"marks\":[],\"text\":\"The channel combinations you’ll want to prioritize to maximize sessions per user, purchases per user, and average user lifetime\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ae5db7a4db42\",\"_type\":\"block\",\"children\":[{\"_key\":\"83d289a1cf770\",\"_type\":\"span\",\"marks\":[],\"text\":\"How adding additional emerging channels can bolster engagement\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"Mix and Match: Supercharge Engagement, Monetization, and Retention with Cross-Channel Experiences\",\"markDefs\":null}],[\"$\",\"h3\",null,{\"id\":\"h-ef87cc61d2f3\",\"className\":\"my-4 text-gray-900\",\"children\":[\"Bonus step: AI-driven customer engagement models\"]}],[\"$\",\"p\",null,{\"children\":[\"By utilizing \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/resources/articles/ai-powered-shift-customer-experiences\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"AI-driven insights and personalized experiences\"]}],\", brands can connect with their customers on a deeper level to better achieve business goals. Here’s how to incorporate AI into your customer engagement model:\"]}],[\"$\",\"ol\",null,{\"children\":[[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-decimal\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Enhancing Personalization:\"]}],\" AI enables brands to analyze vast amounts of customer data, allowing for better personalized messaging and experiences. By understanding individual preferences and behaviors, you can tailor your communications to resonate with each customer, increasing engagement and conversion rates.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-decimal\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Predictive Insights:\"]}],\" AI tools can predict customer behavior by analyzing historical data and identifying trends. This predictive capability allows you to anticipate customer needs and proactively engage them at the right moments, whether through targeted promotions or personalized recommendations.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-decimal\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Automated Engagement:\"]}],\" With AI, you can automate various aspects of customer engagement, such as sending personalized messages based on user actions or preferences. For example, if a customer frequently browses a specific category, AI can trigger tailored promotions or content to encourage conversion.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-decimal\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Optimizing Engagement Channels:\"]}],\" AI can analyze which channels are \",[\"$\",\"a\",null,{\"href\":\"https://www.braze.com/docs/user_guide/brazeai/intelligence/intelligent_channel\",\"rel\":\"noreferrer noopener\",\"target\":\"$undefined\",\"className\":\"font-bold underline decoration-primary-700 decoration-2 underline-offset-1 hover:decoration-black\",\"aria-label\":\"External link\",\"children\":[\"most effective\"]}],\" for each individual customer, and then message them on that channel.\"]}],[\"$\",\"li\",null,{\"className\":\"mb-2 ml-10 list-decimal\",\"children\":[[\"$\",\"strong\",null,{\"children\":[\"Continuous Learning and Improvement:\"]}],\" AI systems learn from customer interactions, allowing for continuous optimization of engagement strategies. By analyzing the performance of different campaigns and messages, AI can provide insights that help refine future efforts so your engagement model evolves with your audience.\"]}]]}],[\"$\",\"p\",null,{\"children\":[\"By incorporating AI-driven customer engagement models into your strategy, you can enhance personalization, improve operational efficiency, and ultimately drive stronger customer relationships. As you explore these opportunities, remember that the goal is to create meaningful interactions that foster loyalty and long-term success.\"]}],[\"$\",\"div\",null,{\"id\":\"faqs\"}],[\"$\",\"div\",null,{\"id\":\"conclusion\"}],[\"$\",\"h2\",null,{\"id\":\"h-3049569affa6\",\"className\":\"my-4 text-gray-900 lg:text-display-lg\",\"children\":[\"Final Thoughts\"]}],[\"$\",\"p\",null,{\"children\":[\"The right customer engagement model isn’t just a strategy—it’s the foundation for building lasting relationships and driving sustainable growth. Whether you’re a fast-scaling startup or a well-established enterprise, aligning your engagement efforts with a structured approach can lead to more meaningful interactions, higher retention, and greater revenue impact.\"]}],[\"$\",\"p\",null,{\"children\":[\"By understanding your customers, leveraging data-driven insights, and choosing the best mix of personalization and automation, you can build engagement that exceeds expectations.\"]}],[\"$\",\"p\",null,{\"children\":[\"Ready to take your customer engagement to the next level? 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