Customer Engagement

Customer Engagement - Baldrige Glossary Definition

(Baldrige Glossary for Business, Government (Public Sector) and other Nonprofit

The term 'Customer Engagement' was first introduced in the Baldrige Glossary in 2009.

Customer Engagement

The term customer engagement refers to your customers' investment in or commitment to your brand and product offerings offerings. It is based on your ongoing ability to serve their needs and build relationships so they will continue using your products. Characteristics of customer engagement include customer retention and loyalty, customers' willingness to make an effort to do business with your organization, and customers' willingness to actively advocate for and recommend your brand and product offerings.

Note: Blue words above are hyperlinks to other Integrated Glossary terms.

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Baldrige Glossary - Customer Engagement