Customer Engagement Program on 18th December 2019 at Coimbatore Productivity Council
What is Customer Engagement?
And how does it differ from customer experience?While customer experience is the emotional connection and perception a customer has with a brand, customer engagement on the other hand refers to all of the touch points between the company and customer - as well as the actions that the customer might take like buying, posting, tweeting, liking, following, referring, etc. If your customer has a positive experience, you should see them becoming more engaged and exhibiting loyalty behaviors and attitudes. Essentially, customer engagement is the sum of how your customer feels and how your brand interacts with them.
Yet, customer engagement has become a nebulous term with dramatically different meanings depending on who you’re talking to. A CMO tends to think of it as how you reach the customer and the customer actions; but for a CIO or CTO, customer engagement is about networks, software, hardware and other resources.
