Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), and the latest trend, CES (Customer Effort Score), customer engagement doesn't have a common and consistent definition.
In Walker's report titled, Customers 2020: The Future of B-to-B Customer Experience, engagement is defined as a tailored metric consisting of four elements:
Product Usage - the....