Customer engagement
Engagement can include product usage, purchases, content consumption, messages, support interactions, community activity, and referrals. The right measures depend on the value the product is meant to deliver; more activity is not always better. Teams should distinguish meaningful engagement from background events or notification opens and connect engagement metrics to retention, satisfaction, and business outcomes.
What is Customer engagement?
Customer engagement is the depth and frequency of a customer’s meaningful interactions with a product, brand, or service over time.
Why it matters
Engagement can include product usage, purchases, content consumption, messages, support interactions, community activity, and referrals. The right measures depend on the value the product is meant to deliver; more activity is not always better. Teams should distinguish meaningful engagement from background events or notification opens and connect engagement metrics to retention, satisfaction, and business outcomes.
Example
For a learning app, completing lessons and returning to practice may indicate engagement more reliably than simply opening the app.