Customer Engagement in the Digital Era: Strategies, Measurement, and Impact on Business Growth
Year: 2025
Type: article
Abstract: Customer engagement in the digital era has evolved from peripheral marketing activities to core organizational philosophy, fundamentally transforming how brands interact with customers. This research examines the multidimensional nature of customer engagement, encompassing cognitive, emotional, behavioral, and social dimensions that collectively determine customer-brand relationship depth and sustainability. Through comprehensive analysis of theoretical frameworks, particularly Relationship Marketing theory and Service-Dominant Logic, this study demonstrates that engagement constitutes sustained interaction processes generating co-created value rather than unidirectional communication. The research investigates digital transformation's impact on engagement dynamics through social media platforms, mobile applications, and AI-powered interfaces, revealing how these channels enable personal, convenient, and consistent relationship formation. Industry-specific analysis across retail, hospitality, banking, education, and healthcare sectors demonstrates that while universal drivers including personalization, trust, service quality, and technological facilitation remain consistent, specific strategies must reflect unique customer needs and service models.
Author: Harish
Institution: Christ University
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7078700833
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