Gartner Research

The Key to E-Commerce Success Is Your Customer Engagement Strategy

Published: 30 January 2014

ID: G00255887

Analyst(s): Gene Alvarez


E-commerce has become a critical channel for engaging customers in many industries. IT leaders supporting e-commerce must overcome several significant challenges to provide active, emotional, rational and ethical e-commerce customer engagement.

Table Of Contents
  • Key Challenges


  • Active Engagement
  • Emotional Engagement
  • Rational Engagement
  • Ethical Engagement


  • Achieve Active E-Commerce Customer Engagement by Making It Easy
  • Develop Emotional E-Commerce Customer Engagement by Delivering Consistent Customer Experiences
  • Create Rational E-Commerce Customer Engagement by Delivering Value
  • Build Ethical E-Commerce Customer Engagement by Enabling Customer Support for Social Causes

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