15 Digital Customer Engagement Tactics That Drive Loyalty And Growth

A lot of customer engagement advice sounds the same: be relevant, be personalized, be everywhere. It’s easy to say, but much harder to turn into something practical.

This article is designed to do exactly that. Packed with 14 proven tactics to help brands drive loyalty, increase repeat purchases, and grow customer value, you’ll find the insights you need to build journeys that actually deliver results.

The best part? With Emarsys Tactics, they’re also faster to implement than you might think. Let’s jump in.

A great customer experience starts with a great first impression. A well-timed welcome journey not only introduces new customers to your brand but sets the tone for the entire relationship.

Whether someone has signed up to your newsletter, created an account, or made their first purchase, this is your moment to engage. A welcome series might include an introduction to your values, helpful content, product recommendations, or a simple incentive to take the next step.

Emarsys Tactic:

Welcome New Contacts: a ready-to-use automation that personalizes welcome messages based on signup source or customer behavior, helping turn new contacts into active, engaged customers.

The jump from first purchase to second is one of the most important moments in the customer lifecycle. Customers who make that second purchase are far more likely to stick around, spend more, and become loyal advocates.

A targeted post-purchase journey helps bridge that gap. This could include personalized product recommendations, helpful content, or a time-sensitive offer, all designed to nudge first-time buyers back while your brand is still top of mind.

Emarsys Tactic:

Drive Second Purchase: an automated flow that detects first-time buyers and triggers personalized follow-ups to encourage that critical second order.

Even the best customers can drift away. Whether it’s a change in needs, habits, or timing, there’s always a risk of customers becoming inactive. But with the right approach, many are more than willing to come back.

Win-back campaigns help re-engage customers who haven’t purchased or interacted for a set period. This might include a tailored offer, a reminder of what they’re missing, or simply a check-in to bring them back into the fold before they churn for good.

Emarsys Tactic:

Win Back Defecting Customers: combines AI-driven churn predictions with personalized messaging to proactively re-engage customers before it’s too late.

Personalized recommendations are one of the most effective ways to drive conversions, increase order value, and keep customers coming back. But to work, they need to be relevant.

By using AI to analyze browsing behavior, purchase history, and product affinities, brands can surface the right products to the right customers at the right time, whether that’s on a website, in an email, via SMS, or in-app.

Emarsys Tactic:

Product Recommendations: automatically delivers AI-driven suggestions tailored to each customer’s behavior and preferences, helping boost conversion and average order value across channels.

The key to real loyalty is going beyond points and prizes and making customers feel truly understood, recognized and rewarded. 

Whether it’s offering exclusive perks, surprise gifts, or unlocking new benefits as customers reach higher tiers, small moments of recognition can drive long-term value.

Automating these moments keeps customers engaged without adding manual workload. From celebrating milestones to nudging customers toward the next loyalty tier, these programs build stronger emotional connections that last.

Emarsys Tactic:

Loyalty Member Status Upgrade: automatically tracks customer progress and triggers personalized rewards or tier upgrades as customers hit key milestones.

Digital engagement doesn’t stop at the store entrance. With geo-targeted campaigns, brands can connect online and offline experiences by reaching customers when they’re physically near a store.

Trigger location-based offers, reminders, or incentives via SMS, push notifications, or email, nudging customers to visit in person. It’s a simple, effective way to turn proximity into purchases and support store footfall with digital touchpoints.

Emarsys Tactic:

Store Visit Incentive: uses geofencing to detect when a customer is near a store and automatically sends a personalized offer or message to encourage a visit.

7. Use Mobile Wallet For Always-On Loyalty And Offers

Loyalty cards, offers, and promotions shouldn’t get lost in someone’s inbox. With Mobile Wallet, brands can deliver always-accessible rewards straight to a customer’s phone — stored in Apple Wallet or Google Pay.

From digital loyalty cards to time-sensitive coupons and event passes, Mobile Wallet campaigns keep offers front and center. Better still, they can update dynamically, adjusting loyalty tiers, expiry dates, or available rewards in real time.

Emarsys Tactics:

Mobile Wallet Coupon and Loyalty Membership Card — deliver rewards, discounts, or loyalty cards directly to customers’ phones, with dynamic updates based on behavior or status.

Not every new contact is ready to buy straight away. Some need time, and maybe even a touch of encouragement, before they’re ready to make the jump and commit to that first purchase. 

Lead nurture campaigns help you bridge that gap. By combining helpful content, product education, social proof, and gentle prompts, you can guide new subscribers toward becoming paying customers at their own pace.

Emarsys Tactic:

Convert Leads to First Purchase: an automated journey that nurtures new leads with relevant content and incentives until they’re ready to buy.

New product launches and store openings are prime opportunities to drive excitement and re-engage customers, but only if the right people hear about them.

Targeted announcements ensure that the most relevant audiences get notified. Whether it’s customers who’ve purchased similar products, shoppers near a new store location, or loyal customers who value early access, these campaigns help turn announcements into real revenue.

Emarsys Tactics:

New Product Launch Announcement and Store Opening Campaigns: deliver personalized notifications to the right segments, helping maximize reach, excitement, and conversions around new launches or openings.

10. Boost Customer Satisfaction With Post-Purchase Surveys

The customer journey doesn’t end at checkout. Post-purchase feedback is one of the most effective ways to strengthen relationships, uncover pain points, and improve the overall experience.

Automated satisfaction surveys let customers share their thoughts shortly after a purchase or delivery. Not only does this show that you value their input, but it also gives you the insights needed to refine products, services, and future campaigns.

Emarsys Tactic:

Post-Purchase Satisfaction Survey: triggers a feedback request after a purchase or delivery, helping brands capture insights and improve the customer experience.

11. Capture Revenue With Back In Stock And Price Drop Alerts

When customers show interest in a product, even if that product is out of their price range or even out of stock, that intent is valuable. Don’t let it go cold.

Automated back in stock and price drop alerts turn passive interest into sales. Customers get notified the moment an item they viewed becomes available again, or when the price drops on something they browsed but didn’t buy.

Emarsys Tactics:

Back In Stock Notification and Price Drop Alert: automatically detect changes in stock levels or pricing and trigger personalized messages to customers who’ve shown interest.

A customer willing to buy an item on backorder is highly motivated. The key is keeping them informed and confident while they wait, or offering alternatives if needed.

Backorder notifications help manage expectations by providing timely updates on order status, restock dates, or delivery timelines. Done right, they reduce cancellations, build trust, and keep the sale alive. This Emarsys tactic helps you nail them first-time.

Emarsys Tactic:

Backorder Notification: automatically updates customers about the status of backordered items, helping maintain confidence and reduce drop-off during the waiting period.

13. Blend Online And Offline With POS-Connected Journeys

Customers don’t think in channels, and neither should your marketing. By connecting point-of-sale (POS) data with your digital channels, you can create seamless journeys that recognize and respond to both in-store and online behavior.

An in-store purchase can trigger a thank-you email, a request for a review, or a cross-sell offer online. Loyalty points earned in-store update instantly across all channels. This kind of integration not only creates a better customer experience but also unlocks more accurate measurement and smarter optimization.

Emarsys Tactic:

In-Store Purchase Follow-Up: automatically triggers personalized messages, recommendations, or loyalty updates based on offline purchases, closing the gap between physical and digital.

Transactional messages like order confirmations, shipping updates, and delivery notifications are some of the most opened communications a brand will ever send. But they don’t have to be purely functional.

With the right approach, these messages can reinforce loyalty, drive additional purchases, or deepen customer relationships. Add personalized product recommendations, loyalty point updates, or upcoming promotions, all without disrupting the core purpose of the message.

Emarsys Tactics:

Order Confirmation, Shipping Confirmation, Delivery Confirmation: automate essential transactional messages while embedding personalized content that drives repeat engagement and long-term value.

15. Engage Customers With WhatsApp, SMS, And Conversational Messaging

Customers increasingly expect brands to meet them on the channels they use most, and for many, that’s private messaging apps like WhatsApp or SMS. These channels are personal, immediate, and highly effective for both transactional updates and promotional engagement.

Whether it’s a cart reminder, back-in-stock alert, loyalty update, or post-purchase follow-up, conversational messaging cuts through the noise with real-time relevance. It’s also a powerful tool for two-way communication, helping customers ask questions, check orders, or access support directly within the chat.

Emarsys Tactics:

Tactics like Abandoned Cart Reminder, Win Back Defecting Customers, Order Updates, and Replenishment Reminders can all be extended to WhatsApp and SMS, ensuring customers receive the right message, on the right channel, at the right time.