Increasingly, companies are finding that a website is nice to have, but does not result in the type of return they anticipated. Now days more must be done to create a unique experience for your visitor. Satisfied customers may be happy with a recent experience, but often do not have an emotional connection with your site. This lack of an emotional connection often results in customers with high levels of customer satisfaction switching to competitors for reasons such as a minor cost difference or a slightly more convenient location.

On the other hand, Customer Engagement is a must have for the best and most successful companies in the world. What does an engaged customer look like? We have found four characteristics of Customer Engagement:

Retention: Engaged customers will spend more with you over their lifetime than with your competition.

Effort: Engaged customers will actually go out of their way to do business with you – even spend more to benefit from your products, service and brand.

Advocacy: Engaged customers spread the good word, making it easier and cheaper for you to attract new customers.

Passion: Engaged customers are passionate about the brand – so passionate that they may even spend time actively promoting the brand to others and will defend the brand if others speak negatively about it. Passion is what separates Live Customer's measure of Customer Engagement from the typical measures of customer satisfaction.