Scepticism about Customer Engagement

On the value of customer engagement:

• Engagement: The Definition Debate by Neil Mason – 13 Nov 2007
• The Value of ‘Customer Engagement’ by Theo Papadakis – 30 Nov 2007

On customer engagement as a metric:

“Engagement” Is Not A Metric, It’s An Excuse by Avinash Kaushik – 1 Oct 2008
Avinash’s skepticism about the possibility of defining and measuring customer engagement kicked off the debate. The value of his criticism is attested by the number of high profile responses it elicited from a variety of ‘champions’ of customer engagement.

• Customer Engagement Is Measurable by Ron Shevlin
• Measuring Engagement without Excuses by Gary Angel
• Finally I disagree with Avinash! by Steve Jackson
• Engagement is not an excuse it’s a KPI by Steve Jackson
• More Thoughts On Customer Engagement by Theo Papadakis

Measuring Online Engagement: What Role Does Web Analytics Play? – by Theo Papadakis – 29 Jan 2008

• Measuring Online Engagement Re-visited and introducing the REAN model by Steve Jackson – 29 Jan 2008
• A Framework for Engagement by Jim Novo, 3 February, 2008