Customer engagement needs to be rooted in a wider cross-enterprise reconsideration of engagement, involving how employees, partners and customers engage, according to new research by Gartner, Inc. Measuring the level of engagement itself is complex and requires examining the active, emotional, rational and ethical attributes that determine the organization’s brand/values.  Engaged customers are usually better advocates of the brand and are more loyal and more profitable, according to the research. Gartner identified four....

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