In today’s competitive business environment, customer-centricity philosophy is becoming more and more embedded in organizations, allowing their actions and strategies to be directed toward meeting customer needs.

At the same time, the humanization of brands makes companies more friendly, closer and accessible, generating solid, constructive and lasting connections with users.

In this way, they become captive audiences and brand ambassadors, which is a source of profitability, business opportunities and future income.

Customer Engagement is a thermometer that allows us to measure whether these marketing strategies for customers are having an effect and determines how positive the results have been.

Since this is such a valuable metric with so many facets, what we have mentioned so far is not enough for you to understand it in its true dimension.

For this reason, in the following lines we will explain in detail what Customer Engagement consists of, why it is so important and how to develop strategies to increase it.

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So what is Customer Engagement?

To define this metric with certainty, you first need to understand what engagement is .

This is an Anglo-Saxon term widely used in the world of Digital Marketing , which refers to the mutual commitment between a brand and its audience, demonstrated especially through interactions and communications between them.

This means that Customer Engagement is a metric that allows you to know how engaged your customer is with your brand  venezuela phone number data Logically, the higher this indicator is, the better!

If we were to define it in a more formal way, it could be explained as the commercial connection that a consumer or user has with a company through different communication and correspondence channels.

Is Customer Engagement the same as Customer Experience?

The answer to this question is a resounding no! Customer Engagement is the commitment of the customer and Customer Experience is the experience of the customer .

Specifically, Customer Experience encompasses the set of consumer perceptions after interacting with a particular company.

If we evaluate this concept as a metric, we can say that the customer experience is “poor,” “average,” “good,” “excellent,” or any other adjective that describes their perception.

On the other hand, if we want to determine  the degree of Customer Engagement, we would have to use adjectives such as “moderate”, “medium” and “high”.

See? These are metrics and indicators that do not ask for the same thing, so that’s the big difference!

But, what is a reality is that both concepts are very valuable and have a direct relationship with each other, since an excellent Customer Experience is the main factor for having a high Customer Engagement .

What makes Customer Engagement so important

But beyond this, why is it so important to bobbi hartling president and vreative mastermind  take this concept into account in today’s world?

The answer to this question lies in people. easy access to information, has empowered users, who no longer focus almost all their attention on the quality of products and their prices.

We must understand that we are entering a new dimension! Today’s customer wants and needs added value and many of these values ​​have a direct relationship with solid, sustainable and long-lasting relationships.

For example, 63% of consumers and users  uk cell number globally prefer to maintain business relationships with companies that share and promote their values, while 65% recognize that their

Therefore, constantly monitoring this metric is very important to determine the effectiveness of