Is Customer Engagement the same as Customer Experience?

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The answer to this question is a resounding no! Customer Engagement is the commitment of the customer and Customer Experience is the experience of the customer .

Specifically, Customer Experience encompasses the set of consumer perceptions after interacting with a particular company.

If we evaluate this concept as a metric, we can say that the customer experience is “poor,” “average,” “good,” “excellent,” or any other adjective that describes their perception.

On the other hand, if we want to determine the degree of Customer Engagement, we would have to use adjectives such as “moderate”, “medium” and “high”.

See? These are metrics and indicators that do not ask for the same thing, so that's the big difference!

But, what is a reality is that both concepts are very valuable and have a direct relationship with each other, since an excellent Customer Experience is the main factor for having a high Customer Engagement .

What makes Customer Engagement so important in the current context?
If you have read this far, you already know that Customer Engagement is synonymous with a captive audience and brand ambassadors , who in turn contribute to expanding the customer portfolio and increasing profitability.

In addition to this, generating solid connections with customers allows each one to have a high Lifetime Value (LTV) , an indicator that refers to the net profit generated by a consumer as part of their life cycle within a company.

But beyond this, why is it so important to take this concept into account in today's world?

The answer to this question lies in people. This interconnected era, with a wide range of goods and services and easy access to information, has empowered users, who no longer focus almost all their attention on the quality of products and their prices.

We must understand that we are entering a new dimension! Today's customer wants and needs added value and many of these values ​​have a direct relationship with solid, sustainable and long-lasting relationships.

For example, 63% of consumers and users globally lithuania mobile database prefer to maintain business relationships with companies that share and promote their values, while 65% recognize that their purchases are influenced by the words used by companies and the actions taken by their leaders .

On the other hand, 59% of consumers are willing to share personal data in exchange for more personalized products, services and experiences.

This tells us that a large part of today's users want close and sustainable business processes that foster long-lasting, friendly relationships based on mutual commitment - the basic "ingredients" of engagement.

Therefore, constantly monitoring this metric is very important to determine the effectiveness of business strategies and the viability of the business itself.

In addition, it is key to promote actions and projects that increase Customer Engagement .

How to do it? Here we go!