Customer engagement is the foundation of long-term business success, especially for service-based companies. Unlike product-based businesses, which rely on one-time transactions, service businesses depend on ongoing relationships to thrive. Engaged clients are not only more likely to stay but also to advocate for a brand, leading to higher retention, referrals, and revenue growth.
In today’s digital world, customer expectations are higher than ever. They demand seamless communication, personalized interactions, and proactive service. Businesses that fail to engage their customers risk losing them to competitors who provide a better experience.
What is customer engagement
Customer engagement encompasses the interactions, communications, and experiences a business shares with its customers throughout its entire lifecycle. It extends beyond customer service – it’s about building long-term relationships, fostering trust, and creating meaningful touchpoints that encourage loyalty and advocacy. When done right, customer engagement transforms one-time buyers into repeat customers and brand ambassadors.
For service-based businesses, engagement is not just an advantage – it’s a necessity. A well-engaged client is more likely to return, refer others, and increase their spending over time. This leads to an increase in the customer's lifetime value. In industries where personalized service and ongoing relationships are key, a strong engagement strategy can directly impact customer retention and revenue growth.
Now, let’s dive into some real-world customer engagement examples and see how top brands have created outstanding experiences with Moxo.
Customer engagement examples: Moxo success stories
Service-based businesses rely on strong customer engagement to retain clients, improve satisfaction, and streamline interactions. Moxo’s service orchestration platform has helped global enterprises enhance digital engagement, enabling seamless communication, automation, and secure collaboration.
Below are real-world examples of customer engagement where businesses have transformed their customer engagement strategies with Moxo.
- BNP Paribas: Enhancing digital wealth management
- Hibernia College: Fostering engagement in digital learning
- Stonehage Fleming: Streamlining global client interactions
- Peninsula Visa: Automating visa processing with digital workflows
Customer engagement example #1 – BNP Paribas: Enhancing digital wealth management
BNP Paribas is one of the best examples of customer engagement. It needed a seamless digital banking experience for its wealth management clients but struggled with fragmented communication channels.
With Moxo powering its MyWealth app, the bank unified secure messaging, document exchange, digital signatures, and transaction services into one platform. This provided clients with a convenient, secure, and efficient way to engage with their relationship managers, significantly improving digital accessibility.
Student/Customer engagement example #2 – Hibernia College: Fostering engagement in digital learning
Hibernia College presents a very good example of engagement in the education industry. It faced the challenge of keeping remote students engaged and connected.
By integrating Moxo into its Cohort App, the college created a collaborative space for students to communicate with peers and faculty, access resources, and stay engaged throughout their studies. This digital transformation helped maintain a 97% student retention rate by ensuring continuous interaction and support.
Customer engagement example #3 – Stonehage Fleming: Streamlining global client interactions
Stonehage Fleming presents one of the best digital customer engagement examples in wealth management. As Europe’s largest multi-family office, Stonehage Fleming needed a secure, efficient way to communicate across multiple offices and clients.
Moxo enabled the firm to unify messaging, document sharing, and task management into a single client portal, reducing delays and enhancing engagement. The secure collaboration platform allowed advisors to provide timely, personalized service while ensuring data security.
Customer engagement example #4 – Peninsula Visa: Automating visa processing with digital workflows
Peninsula Visa presents a good example of customer engagement in the travel visa and passport services industry. It needed to modernize client interactions and document handling to improve efficiency and compliance.
With Moxo’s automated workflows, the firm streamlined secure document exchange, digital signatures, and real-time updates, eliminating manual back-and-forth processes. Customizable workflows allowed Peninsula Visa to standardize application processing, ensuring each step – submission, review, approval, and issuance – was seamlessly managed within a unified platform. This improved turnaround times and enhanced customer satisfaction by providing a more transparent, seamless experience.
These digital customer engagement examples and case studies highlight how Moxo empowers businesses to improve customer engagement by creating seamless, secure, and interactive digital experiences. Whether in banking, education, wealth management, or real estate, Moxo helps organizations deliver better service and build lasting client relationships.
Read more success stories of customer engagement examples here.
Best practices for crafting a customer engagement strategy
Creating an effective customer engagement strategy requires a structured approach that prioritizes meaningful interactions, personalization, and continuous optimization. Here are some best practices to follow:
- Understand your audience: Gain deep insights into your customers' preferences, behaviors, and pain points through data analytics, surveys, and direct feedback. A customer-centric approach allows you to tailor engagement efforts to their specific needs.
- Prioritize proactive engagement: Anticipate customer needs by offering relevant information, recommendations, and solutions before they request assistance. Proactive engagement helps reduce friction in the customer journey and builds trust.
- Automate workflows for efficiency: Implement automation to streamline repetitive tasks such as onboarding, follow-ups, and support requests. Automated workflows ensure timely engagement while freeing up resources for higher-value interactions.
- Foster two-way communication: Encourage feedback and discussions through surveys, reviews, and social engagement. Creating a dialogue with customers helps build relationships and provides valuable insights for continuous improvement.
- Measure and optimize engagement efforts: Track key customer engagement metrics such as response times, customer satisfaction scores, and retention rates. Regularly analyze data to refine strategies and enhance the overall customer experience.
- Ensure a seamless customer journey: Map out the entire customer journey to identify potential bottlenecks or areas for improvement. A frictionless experience across touchpoints leads to higher engagement and loyalty.
By following these best practices, businesses can craft a customer engagement strategy and set an example that not only strengthens relationships but also drives long-term success.
How Moxo helps businesses improve customer engagement
Moxo enables businesses to create a seamless and structured customer engagement by unifying interactions into a secure, branded client portal. Instead of relying on fragmented tools, businesses can centralize messaging, document exchange, approvals, and real-time collaboration in one platform.
Automated workflows eliminate inefficiencies, allowing businesses to digitize processes like onboarding, approvals, and follow-ups, ensuring a consistent and responsive experience for clients. With bank-grade security and compliance measures, Moxo also safeguards sensitive customer information, giving businesses and their clients confidence in every interaction. Capabilities like secure messaging, video conferencing, and task management ensure faster responses and smoother interactions. Businesses can also customize workflows to meet client needs, providing a tailored experience that fosters loyalty and long-term satisfaction. Additionally, Moxo integrates seamlessly with existing business tools, making it easy to implement and scale an engagement strategy without disrupting current operations.
Every business wants its success story and example to be a learning experience for others. Moxo can help you build an effective customer engagement strategy example by streamlining client interactions. Schedule a demo to build your customer engagement strategy now!
Conclusion
Customer engagement is the foundation of long-term business success, especially for service-based businesses that rely on strong client relationships. From seamless digital experiences to proactive communication, businesses that prioritize engagement see higher retention, increased customer satisfaction, and greater operational efficiency.
Real-world customer engagement examples from companies like BNP Paribas, Hibernia College, Stonehage Fleming, Peninsula Visa, and many other success stories demonstrate how a structured engagement strategy can transform client interactions and improve overall service delivery.
Implementing a strong customer engagement strategy requires the right solutions. Moxo provides businesses with a centralized, secure, and automated platform to streamline workflows, enhance communication, and deliver personalized, real-time interactions that keep clients engaged. By leveraging Moxo’s service orchestration platform, businesses can create a frictionless customer experience that strengthens relationships, improves efficiency, and drives long-term success.
Moxo can help you build an effective customer engagement strategy example by streamlining client interactions. Schedule a demo to build your customer engagement strategy now!
FAQs
Why is customer engagement important for service-based businesses?
Service-based businesses rely on ongoing relationships, and strong customer engagement increases retention, referrals, and long-term revenue growth.
How can businesses improve customer engagement?
Businesses can enhance customer engagement through personalized communication, proactive service, seamless digital experiences, and omnichannel interaction.
How does Moxo help businesses streamline customer engagement?
Moxo provides a centralized platform with secure messaging, automated workflows, and real-time collaboration to improve customer interactions and efficiency.
