IMMERSIVE CUSTOMER ENGAGEMENT: THE IMPACT OF AR AND VR TECHNOLOGIES ON CONSUMER BEHAVIOR AND BRAND LOYALTY

Abstract

This article investigates the transformative impact of Augmented Reality (AR) and Virtual Reality (VR) technologies on customer engagement strategies across diverse industries. Through a comprehensive analysis of case studies and industry reports, we examine how these immersive technologies facilitate enhanced customer experiences through virtual try-ons, interactive product demonstrations, immersive storytelling, and virtual events. Our findings reveal significant positive effects on customer satisfaction, retention, and purchasing behavior when compared to traditional engagement methods. The article also identifies key challenges in AR and VR adoption, including technical barriers and implementation costs. We propose a framework for businesses to effectively integrate these technologies into their customer engagement strategies, highlighting best practices and potential pitfalls. This article contributes to the growing body of literature on digital customer experiences and provides valuable insights for marketers and business leaders seeking to leverage AR and VR to create more personalized, interactive, and memorable customer journeys in an increasingly digital marketplace.