Gartner Research

The Four Attributes of Customer Engagement

Published: 01 October 2013

ID: G00255618

Analyst(s): Michael Maoz , Patrick Stakenas , Jim Davies

Summary

Engaged customers are usually better advocates of the brand, are more loyal and more profitable. By understanding the underlying attributes, CRM leaders can improve their level of customer engagement.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Increase Active Customer Engagement Through Social, Mobile, and Traditional Channel Alignment
  • Build Emotional Customer Engagement Through Transparency and Trust
  • Target Rational Customer Engagement Through Greater Customer Participation and Knowledge Availability
  • Gain Ethical Customer Engagement Through Demonstrated Commitment to Fairness With Employees, Partners, Customers and Community

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client