What is Customer Engagement

Instead of defining it… here's the 7 ways to increase it… that would paint the picture

Here are seven powerful strategies to elevate your post-sale engagement:

1. Tailor your Onboarding 🎯

2. Use In-App Engagement 📱

3. Build an exclusive Community 🌐

4. Create Personalization ✨

5. "Gamify" the User Experience 🎮

6. Regular Business Check-Ins 📅

7. Understand Feedback 🗣️

1️⃣ Crafting the Perfect Onboarding Experience

Onboarding sets the entire tone for your customer's journey. Here's the real deal: don't overcomplicate things.

It’s essential to ensure that users understand how to use the product effectively. You might be thinking about tailoring your onboarding experience based on roles or goals, but this can get complex quickly. I recommend starting with one journey first.

Create content materials, FAQs, and documentation that cover the basics. Develop interactive product tours that highlight key features. Once you have that foundation, you can slowly incorporate other journeys and apply different goals into your documentation. Then, when customers ask questions, you can share that content at scale and apply customized onboarding in your product.

Pro tip: At scale, gradually introduce more personalized paths. When customers ask specific questions, you'll have tailored content ready to go.

2️⃣ Mastering In-App Engagement

Map out all the "moments" you want customers to know about. Why? Because you need to clarify what you want them to accomplish.

If you have 10 triggers, focus on applying the top 3 most common ones first and test whether they gain traction. Did it encourage users to act?

Tools like Pendo are excellent for this; they can create tooltips and provide analytics before and after implementation. Ultimately, you want to drive core usage and discovery of paywalls because that’s where growth happens.

3️⃣ Building a Powerful Community

Communities aren't just groups—they're ecosystems of passionate advocates.

The secret sauce is creating an initially exclusive space that eventually becomes more open. This exclusivity generates a powerful sense of belonging. Encourage members to share tips, experiences, and support each other. Consider developing mentor-mentee programs and using the community as a goldmine for case studies. 🤝

4️⃣ Personalization That Actually Matters

Users have one fundamental question: "What's in it for me?"

At the end of the day, users want to know how your product matters to them. They’re asking themselves questions like: How is it effective? What is the ROI? How am I getting value? Personalize your content using their data to showcase the effectiveness of your product in meeting their specific needs. 🎯

5️⃣ Reimagining User Experience Motivation

I’m not a fan of the term "gamifying." It makes me cringe a bit, and it’s often misinterpreted.

However, the concept behind gamification is solid: it’s about encouraging usage, showing progress, and telling users they’ve achieved something meaningful. There should be a reward after an action, along with visible leaderboards.

Another way to think about this is by

• Showing users where they are in their journey

• Explaining the actions they need to take.

• Congratulate them once they perform those actions

• Telling them they’re amazing afterward provides powerful feedback. 🏆

6️⃣ Should I Set Up Regular Check-Ins?

Customers need reminders about their ROI, so check-ins are essential—not just for solving problems but also for reinforcing the value they’ve received from your product. These check-ins ensure retention and increase loyalty because they help get customers ready for renewal. First, listen to their problems, then tell them about the value from your software—whether they realize it or not. Most cases show that they don’t know what value they’re getting, so these check-ins provide that "success review." 🔄

7️⃣ What About Customer Feedback?

Is the feedback leading to churn or is it just a concern? Is it opening doors for upsells?

Make sure you're doing discovery on that feedback—not just being a glorified note-taker.

You need to deeply understand your customers' problems; that's how you should use feedback more effectively. Post-sale engagement isn't just a checklist—it's an ongoing conversation. By implementing these strategies, you're not just retaining customers; you're building a community of passionate advocates who genuinely love your product.

The journey doesn't end at the sale—it’s just beginning! 🌟

This week I am writing about Post-Sales and Product Led Growth

1. Get those G2 Reviews! 🤩

2. Find more upsells with this post-sales playbook 🤑

3. Understand reasons why customers churn: 5 Churn analysis and methods 😵‍💫

I write daily*** about my learning on launching and leading PLG. Feel free to subscribe.

I am Gary Yau Chan. 3x Head of Growth. Product Growth specialist. 26x hackathon winner. I write about #PLG and #BuildInPublic. Please follow me on LinkedIn, or read about what you can hire me for on my Notion page.