Closed-Loop Customer Interaction (CLCI)

An important aspect of customer engagement is to encourage and accommodate the need to build a dialogue with customers i.e. the interaction with customers, whether informational or transactional, is undertaken within a closed-loop.

This two-way interaction provides the most simplistic framework to understand customer engagement - the flows on information and transactions to and from customers, across channels, both online and offline, both electronic and face-to-face, over a period of time.

So CLCI is a framework to analyse customer engagement.