3 new pages on different aspects of customer engagement
Definitions of customer engagement
An overview of the various definitions of customer engagement segmented by type of author:
- Companies
Critical commentary on these definitions is provided wherever possible- Gallup
- Forrester
- WebTrends
- Future Now
- Comscore
- Nielsen \\ NetRatings
- Compete
- Individuals - leading thinkers
- Jim Novo
- Eric Peterson
- Ron Shevlin
- Steve Jackson
- Jeremiah Owyang
Research on customer engagement
Quantitative research on customer engagement - focus on what their respondents have to say about their experiences of the benefits CE offers, the barriers to implementation, the behavioural characteristics of engaged customers and the techniques they use to engage their target customers and to measure their engagement.
- cScape
- Economist Intelligence Unit
Scepticism about customer engagement
An overview of debates on the value, limits and possible pitfalls of customer engagement segmented by argument:
- On the value of customer engagement
- On customer engagement as a metric
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