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What is Customer Engagement

Leveraging ChatGPT and Artificial Intelligence for Effective Customer Engagement
The practice of building a relationship with current customers in order to increase brand recognition and customer loyalty is known as customer engagement.
Published in Chapter:
Unveiling the Potential of ChatGPT for Enhancing Customer Engagement
Garima (Maharshi Dayanand University, India) and Rohit Bansal (Department of Management Studies, Vaish College of Engineering, Rohtak, India)
DOI: 10.4018/979-8-3693-0815-8.ch007
Abstract
Marketers are continuously looking for fresh, cutting-edge approaches to connect with their target consumers as businesses are becoming progressively more dependent on technology and digital platforms. ChatGPT, an AI-driven chatbot that employs natural language processing (NLP) to interact with users in a human-like manner, is one of their newest technologies. ChatGPT enables businesses to offer customized and immediate support to their audience by smoothly connecting with a variety of digital platforms. ChatGPT boosts client engagement by delivering a customized and captivating user interface owing to its capacity to grasp human-like discussions. It enables companies to have more meaningful contact with their clients, immediately resolving their issues and forging a solid brand-client bond. In this chapter, the role of ChatGPT in enhancing customer engagement and how it can help businesses in achieving their marketing goals is explored. This study is based on secondary sources, including books, publications, websites, reports, and more.
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Social Media and Business Practices
Defines the behaviours evoked in a customer by a specific brand that are over and above a basic connect.
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Innovative Trends in Technology for Marketing of Events
Customer engagement means involving customers (internal occupancy with the activity or some external interactions or cognitive linked reactions to an external stimuli) in the process of a service purchase, consumptions, and post-purchase behaviour.
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How Luxury Fashion Brands Contribute Efficiently to Sustainable Development
It is the interaction of brands with their customers using a variety of channels to help brands build and strengthen a connection with them in the long term.
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Celebrity Endorsement in Social Media
A customer-based metric capturing the behavioral activities of customers towards a company or brand, including word-of-mouth, customer recommendations and complaints, and the participation in brand communities.
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Gamification in Marketing: A Case Study From a Customer Value Perspective
A state of being involved in product, service or brand derived from interactive customer experience.
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Smart Store Base Grocery: Facilitating Future Forecasting Profit
A communication connections and interaction between customer and the firm, which may enhance cognitively and emotionally such interaction.
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Influencing the Influencers Through Co-Creation: Approaches to Successful Brand Strategies
Involvement of customers in the process of co-creating fashion products.
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The Phenomenon of Value Co-Creation and Its Place in Air Transport
All actions, other than interactions and/or interactions with buyers, by including buyers in all processes in order to improve the business's goods or service processes.
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Gamers and Customer Engagement
A customer’s behavioral manifestations that have a brand or firm focus, beyond purchase, resulting from motivational drivers ( van Doorn et al., 2010 , p. 254).
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Chatbot for Online Customer Service: Customer Engagement in the Era of Artificial Intelligence
The interaction and collaboration between the customers and the businesses via any form of communication channels.
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Knowledge Sharing and Crowdsourcing as an Enterprise Opportunity
An emerging paradigm that is changing the way business is done. It represents an emerging problem-solving and co-production model ( Brabham, 2008 ).
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Optimizing Augmented Reality and Virtual Reality for Customer Engagement
Customer Engagement is the interaction between company and customers through each touchpoint to strengthen the relationship with customers.
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Social Media Marketing of Brands in the COVID-19 Pandemic: Exploring the Crisis-Related Content
An active brand-customer relationship that adopts an interactional perspective in all customer touchpoints and aims to increase customer satisfaction and loyalty by making customers active participants of brand meaning building.
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Social Media Use and Customer Engagement
behavioral manifestation toward the brand or firm that goes beyond transactions. It involves the creation of a deeper, more meaningful connection between the company and the customer, and one that endures over time.
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Metaverse in Marketing: Challenges and Opportunities
The metaverse allows marketeers to improve brands engagement, as they can use a more immersive and interactive consumer experience by providing an extensive, shared virtual world in real-time. In this scenario customers, through their avatars, can engage with the products or services in a virtual, controlled environment. The metaverse allows brands to collect customer data, such as preferences, behaviors, and interests, which can be used to improve the personalization of marketing messages. This strategy can help create a more tailored experience for the consumer, improving engagement and loyalty.
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Examination of Empirical Studies on Customer Engagement, Online Engagement, and Social Media Engagement
It refers to the individual consumer participation or involvement in the activities of businesses. Like buying a product, commenting on the product, being loyal to the brand.
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Quality of Supply and Customer Engagement in the Energy Industry
Is typically a continuous process that is assisted by a digital platform to allow communication between the service provider and the service recipient (customer). The communication can be a complaint, an appraisal, or a notification.
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Driving Force Behind Consumer Brand Engagement: The Metaverse
Customer engagement is the process through which a company establishes a relationship with its current clients in order to boost brand recognition and customer loyalty.
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Unearthing Customer Engagement in Mobile Wallet Usage: A Uses and Gratifications Perspective
The level of connectedness between the seller and customers during their business transaction.
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Marketing in Social Enterprises: The Role of Value Creation Through Relationship Marketing
An interactive process to involve the customers with an organization and its offerings.
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Examining the Integration of Virtual and Physical Platforms From Luxury Brand Managers' Perspectives
The concept of customer engagement is related to the customer's behavioural manifestations towards a luxury brand.
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The Dynamics of Social Media and Value Co-Creation
Involving customers in sharing, spreading and discussing their knowledge and experiences on the social media platform with the business and other users, thus allowing them to co-create value as co-designers, co-marketers, co-distributors, and co-producers of products/services and magnifying the role of consumers as co-creators of value.
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The Role of the Electronic Word-of-Mouth in the Hotel Industry
The means by which a company creates a relationship with its customer base to foster brand loyalty and awareness. is a connection you make with your customers to produce an effect or a reaction.
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Retail Customer Engagement: A Systematic Mapping Study
Customer’s behavioral manifestations that have a brand or firm focus, beyond purchase, resulting from motivational drivers.
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Developing Customer Engagement Through Artificial Intelligence Tools: Roles and Challenges
Customer Engagement is the interaction between company and customers through each touchpoint to strengthen the relationship with customers.
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Brand Extension in FMCG Sector Through Social Media Enabled CRM and Investigating Its Impact on Brand Equity
A customer’s Optimistic associations created by the brand in cognitive, emotional, and behavioural ways.
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The Influence of Social Media Management on Firms' Competitiveness
The continuous involvement of customers in the firm’s activities and strategies.
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Social Media Brand Management
Active engagement of a customer with a brand or product that goes beyond transactions.
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The Impact of Augmented Reality Advertisement on Customer Engagement in the Era of Connnected Consumers
Is the level of active customer’s rationale and emotional connection and involvement that results in behaviour towards a brand or brand or service, such orientations mean that a customer becomes a co-creator of value.
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Gamification in Loyalty Programs: Impact on Intrinsic Motivation and Consumers' Needs for Competence and Relatedness
That focuses on improving the commitment that customers have with a brand by delivering personalized messages and interacting with customers across channels.
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A Content Marketing Framework to Analyze Customer Engagement on Social Media
Emotions and relationships customers have with brands, representing loyalty.
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The Evaluation of Social Media Practice in Malaysia by Small and Medium Enterprises
A customer’s behavioral manifestations that go beyond transactions and have a brand or firm focus, allow firms to involve specific interactive experiences in iterative processes within the online SNS community, to build long-term relationship, and create more meaningful and sustainable interactions between the focal object (in this study, a brand) and the other actor or actors (in this study, a customer, or among customers), resulting from motivational drivers.
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Modelling Socio-Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time
A user experience that allows businesses to build deeper, more meaningful, and sustainable interactions between the company and its customers or external stakeholders.
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