Will the "real" definition of Customer Engagement please stand up?

Theo Papadakis, customer engagement consultant at cScape, London, UK, provides an overview of customer engagement definitions where he begins with definitions of CE created by companies and then offers definitions from "individual thinkers".

While Theo and others define customer engagement as a concept, Interactive Softworks has developed software that enables customer engagement through direct and personalized multi-channel engagement; helping businesses and customers interact more effectively.

In spite of how one defines it, customer engagement should be about creating exceptional customer relationships through better business conversations and interactions, optimized business performance and improved customer acquisition, loyalty and retention campaigns.

A New Model for Customer Engagement

A new white paper from my company, Interactive Softworks, discusses a new model for customer engagement that is increasingly relevant for call centers of every size and focus.

Download it.

This white paper will discuss the six steps to effective customer engagement, including embracing a true multichannel strategy, having smarter conversations, delivering seamless experiences for delighted customers, enabling business collaboration, leveraging affiliates, partners and bundled offerings, and measuring customer retention, loyalty and revenue potential through real-time business analytics.

Additionally, this paper will take a closer look at ‘relationship architecture’ – the technology foundation that streamlines and helps manage all aspects of customer-facing business initiatives. Establishing a relationship architecture will provide lasting benefits to the company, partners and the customer, ultimately leading to success for the business.