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Growing a Business

How to Harness Instagram for Customer Engagement


From your teenage daughter to your mum's hairdresser, Instagram is in almost everyone's back pocket. Currently, there's about 2.4 billion active users on Instagram. In today's social media-dominated world, Instagram stands out as a powerful and indispensable platform for businesses to connect with their audience, promote products or services, and build a strong online presence. This is a short guide to using Instagram to effectively engage with your customers.

Every business is unique, so we encourage you to pick and choose whatever suggestions may best serve your needs. Some may be more relevant than others, so feel free to explore and dive into the areas that connect with your business. Who knows, you might discover surprising insights along the way.

Remember, success on Instagram hinges on authenticity, creativity, and consistent effort. Embracing experimentation and adaptability is crucial in this ever-changing digital landscape. So, let's dive in and unlock the full potential of Instagram for maximising customer engagement and business success. 

Growing your audience

As of January 2023, the global social media usage rate stood at 59 percent. This figure is set to grow as lesser-developed digital markets catch up with other regions when it comes to infrastructure development and the availability of cheap mobile devices. 


With this in mind, growing your audience and getting more eyeballs on your content is key in the dynamic world of Instagram, where the art of growing your audience is both an opportunity and a challenge. 

Building a thriving and engaged audience goes beyond mere numbers; it's about cultivating a community that resonates with your brand's message and values. So, let's delve into some tips that can help you organically expand your reach, foster connection and engagement, and turn followers into loyal brand advocates.

Engaging with followers on Instagram

Engagement is the cornerstone of social media success on Instagram. It's all about fostering a two-way conversation and building relationships with your audience. Here are some ways to build up your customer engagement.

Timely responses & feedback

If you wanted to build a strong friendship or relationship would you 'ghost' the person or stop communicating with them? No, probably not. It goes the same for Instagram. If you're trying to build a relationship with your audience then communicate, communicate, communicate. Respond promptly to comments, messages, and mentions. Show your audience that their opinions and inquiries matter to you. Even a simple "thank you" or "like" can go a long way in acknowledging user engagement. And don’t shy away from the negative — both positive and negative comments should be acknowledged. Address concerns empathetically and professionally to demonstrate your commitment to customer satisfaction.


"One of the most important ways we can help people feel honoured and valued for being the unique and important individuals they are is simply to know, and regularly use, their names.” 

Address your followers by their names whenever possible. This personal touch can make interactions feel more genuine and authentic, reminding people that there’s a real human being behind your brand’s account.

Ask questions

Another way to boost communication is simply asking questions. Instagram doesn't need to be one-sided. Communication can flow both ways. Pose questions in your captions or posts to encourage followers to share their thoughts and experiences. Perfect as a conversational starter or as part of a CTA, it can also provide insights into your audience's preferences.


Creoate Questions


Polls and surveys

Use Instagram's interactive features, such as polls and surveys in stories, to gather feedback from your audience. This empowers them to actively participate and feel involved. 


According to Rival IQ, the most active brands post up to 17 stories a month. So, why not use some of those to get to know your followers and customers with a round of story Q&As, polls and more?

User-generated content


Encourage followers to create content related to your brand and products. Whether that’s showcasing their favourite products, sharing photos of their experience and tagging friends, or as part of giveaway entry requirements — encourage people to get involved. Repost or share user-generated content to show appreciation to your community, recognise their contributions and encourage further brand engagement.

Host Q&A sessions

Use Instagram Live to host Q&A sessions. Find a cute background, set up your camera of choice and film away. The format of Instagram lives can switch up your content and allow your followers to connect with the human behind their favourite products.  Allow followers to ask questions in real-time and get immediate responses, whether for product demonstrations or new releases, it’s a great way to create value for your audience while educating them on your brand, values, products and more.


Share behind-the-scenes glimpses of your business or product creation process. People are often nosy and curious about the process and what goes into their favourite products and brands. This transparent approach fosters a sense of authenticity and connection, and can help build trust with your audience.


Interactive posts

Create engaging posts that prompt users to take action. This could include challenges, caption contests, or fill-in-the-blank prompts. This is another great way to encourage user-generated content and encourage followers to share their love for your product and/or services.

Embrace emojis

Emojis add a playful and relatable element to your responses and captions, and can help make interactions feel more casual. Usage is of course dependent on your brand’s tone of voice, however, if there’s any place you can get away with a bit of emoji action, it’s on Instagram.

Using emojis creoate

Tag and mention

Tag or mention followers who have contributed valuable content or engaged consistently with your brand. Help them feel recognised, valued, and appreciated for engaging with your content and activity by liking and commenting on their posts, following them back, as well as re-sharing any of their content related to your brand to stories.



Consistency truly is key when it comes to Instagram. Regularly engaging with your audience to maintain a steady flow of interactions, builds anticipation, and encourages followers to stay tuned in with your content while also boosting your place in their algorithm.

Engaging with followers goes beyond simply responding — it's about creating a space where your audience feels heard, valued, and connected with your brand, your values, and fellow customers. By building these relationships, you're not only fostering loyalty, but also transforming your social media presence into a thriving community.

Mastering Instagram for maximum engagement

To thrive on Instagram, it’s crucial to keep an open mind, embracing change as an opportunity rather than a challenge. By continually learning, experimenting, and aligning your strategies with the latest trends and best practices, you can leverage the immense potential of the platform as a tool to engage your audience, grow your brand, and achieve your business goals. 

Remember: stay true to your brand’s core values and keep your customers front of mind in all the content you put out. Most of all, have fun with it!

If you found this guide useful, keep a look out on our blog for more social media-related content and guides to help you incorporate this vital tool into your business toolkit.

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