How do you measure Customer Engagement?

Customer Engagement is a somewhat nebulous concept to measure as it exists across a number of dimensions.

These dimensions include :

• brand awareness and corporate culture
• breadth, depth and accuracy of customer data
• comprehensiveness of customer services available, both online and offline, within the CLCI framework
• comprehensiveness of channels, both electronic and non-electronic
• architectural and technical readiness to improve customer engagement

A ready way to measure and audit a customer engagement position of a company is to use a maturity matrix structure across these dimensions.

Such a maturity matrix will be published shortly.