So what is Customer Engagement? To define, for sure, this metric, you first need to understand what engagement is . It 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 with each other. This means that Customer Engagement is a metric that allows you Czech Republic Cell Phone Numbers List to know how closely the customer is with your brand . Logically, the higher this indicator, the better! If we 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 overwhelming: no! Customer Engagement is the customer’s commitment and Customer Experience is the customer’s experience .
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Specifically, the Customer Experience encompasses the set of consumer perceptions after interacting with a certain company. If we value this concept as a metric, we can say that the customer experience 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”. You see it? These are metrics and indicators that don’t ask for the same thing, so that’s the big difference! But, what is a reality is that both concepts are Czech Republic Cell Phone Numbers List very valuable and have a direct relationship with each other, since an excellent Customer Experience is the main factor to have a high Customer Engagement . What makes Customer Engagement so important in today’s context? If you have read this far, you already know that Customer Engagement is synonymous with captive audiences and brand ambassadors , which at the same time contribute to the expansion of the client portfolio and greater profitability.
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In addition to this, generating solid connections with customers allows each one to have a high Lifetime Value (LTV) , an indicator that refers to the liquid profit generated by a consumer as part of their life cycle within a company. But, beyond this, Czech Republic Cell Phone Numbers List why is it so important to take this concept into account in today’s world? The answer to this question is in the people. And it is that this interconnected era, with a wide range of goods and services and 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!