Measuring Customer Engagement

Customer engagement is something that’s certainly an important factor. A lot of people think in terms of, when we talk about things like audience development, how many followers do we have, and how many fans do we have, people get really caught up in the metric of the total community. I think that’s an important metric to some degree, but a more important way to look at engagement is really how active those comments are, those quotes are, those tweets are, and how much people are sharing your content. Theses types of metrics really speak much higher to really how engaged the audience is and how much impact you’re actually having because you are doing something that causes them to act in a way that they see as beneficial for themselves, but ultimately will be beneficial for the organization as well.