CX Dictionary

What is Customer Engagement?

Customer engagement is the sentimental relationship between a business and a customer.

Used to build loyalty, businesses will typically use tactics like personalized messages, tailored products/services, and consistent communication to acquire favourable results.

When leveraged correctly, customer engagement is consistently monitored and measured. The ongoing customer engagement tactics used are ultimately determined by the customer.

Why Is Customer Engagement Important?

Customer engagement programs are one of the most successful methods to retain customers while lowering acquisition costs. Customer engagement has also proven to identify at-risk customers in addition to acquiring new customers through word of mouth marketing.