Cookies help us display personalized product recommendations and ensure you have great shopping experience.

By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData CollectiveSmartData Collective
  • Analytics
    AnalyticsShow More
    sales and data analytics
    How Data Analytics Improves Lead Management and Sales Results
    9 Min Read
    data analytics and truck accident claims
    How Data Analytics Reduces Truck Accidents and Speeds Up Claims
    7 Min Read
    predictive analytics for interior designers
    Interior Designers Boost Profits with Predictive Analytics
    8 Min Read
    image fx (67)
    Improving LinkedIn Ad Strategies with Data Analytics
    9 Min Read
    big data and remote work
    Data Helps Speech-Language Pathologists Deliver Better Results
    6 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-25 SmartData Collective. All Rights Reserved.
Reading: Engagement or Experience?
Share
Notification
Font ResizerAa
SmartData CollectiveSmartData Collective
Font ResizerAa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Uncategorized > Engagement or Experience?
Uncategorized

Engagement or Experience?

mfauscette
mfauscette
5 Min Read
SHARE

This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what we are discussing is important, especially when business change is involved. I hear a lot of people talk about engagement today. We’re trying to get employees engaged, and customers and partners; probably even our significant others and children too.

This may sound a bit like a rant, and I suppose it is really, but I’m tired of having this conversation so thought it would be easier to just point to a post. It’s semantics but being clear on what we are discussing is important, especially when business change is involved. I hear a lot of people talk about engagement today. We’re trying to get employees engaged, and customers and partners; probably even our significant others and children too. The problem though, is that engagement is not something that we control for others, it’s a mental state that is completely controlled by each individual. Experience on the other hand is something that is created. The reaction to an experience is also not in your control of course, it’s an outcome and again, individual. 

Software companies lately like to talk about providing solutions that create engagement. Customer engagement, for example is a really hot topic. I do agree that trying to create customer engagement is a part of the right strategy for companies today. The problem though comes back to what we’re actually doing, what we can control, and what is an outcome and not in our control. Understanding that is a critical part of building a customer strategy, or as I’ve called it before, a customer experience model. The thing you can build, as a company focusing on trying to engage customers, is a potential positive experience that could lead to engagement. In the CX model, creating touch points that build on the positive experience model is the way to potentially create customer engagement. Each of those potential touch points should present a positive experience that could, when taken overall create engagement. Whether it does or not though, is not in the companies control. There is a problem when dealing with experiences though, the experience is built using the companies definition of a positive experience, which may or may not overlap with the customer’s expectations. The good news is that with enabling technology, what we call socialytics, there is a greater chance that the company can find out what the expectations are, or at least get a reasonable idea. The experience can then be individualized to create a greater potential for engagement.

This same relationship between experience and expectation applies to employees and partners as well. Creating an environment for employees that has the potential to be engaging can in fact create higher engagement and increase employee morale. It’s not a simple concept though, there area a lot of components to an experience and to meeting employee expectations in a way that is engaging. Fundamentally though, you cannot magically create engagement across a board employee base through technology or process or policy, etc. It’s not directly in your control, so focus on what is, the experience. Providing collaboration tools, fixing incentives to encourage collaboration, building collaborative business processes, valuing collaborative work through out the management team, etc. all work to create a collaborative work environment. Does that create engagement? Well, it could if collaboration is indeed a valued component of a modern workplace and something that employees expect. By building a “system” of collaboration there is a good chance that employee engagement would increase, and thus morale and ultimately productivity…or at least it could, it has the potential. 

Building experiences for people that encourage engagement and meet expectations could increase engagement, and if creating engagement is your goal then that is as good as it gets in my opinion. Create the potential and increase it’s chances through individualization enhanced through technology (listening) and you can in fact influence engagement for customers, partners and employees…and maybe your significant other as well.

TAGGED:user experience
Share This Article
Facebook Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

sales and data analytics
How Data Analytics Improves Lead Management and Sales Results
Analytics Big Data Exclusive
ai in marketing
How AI and Smart Platforms Improve Email Marketing
Artificial Intelligence Exclusive Marketing
AI Document Verification for Legal Firms: Importance & Top Tools
AI Document Verification for Legal Firms: Importance & Top Tools
Artificial Intelligence Exclusive
AI supply chain
AI Tools Are Strengthening Global Supply Chains
Artificial Intelligence Exclusive

Stay Connected

1.2kFollowersLike
33.7kFollowersFollow
222FollowersPin

You Might also Like

It’s all about the experience

7 Min Read
A good UX leads to effective business intelligence analytics
AnalyticsBusiness Intelligence

Is UX Important To Business Intelligence Analytics?

12 Min Read
data analytics in video game coaching
Big Data

How Can Data-Centric UX Designers Make Better Games?

7 Min Read

Apps are great, but Ecosystems are better

3 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

data-driven web design
5 Great Tips for Using Data Analytics for Website UX
Big Data
AI and chatbots
Chatbots and SEO: How Can Chatbots Improve Your SEO Ranking?
Artificial Intelligence Chatbots Exclusive

Quick Link

  • About
  • Contact
  • Privacy
Follow US
© 2008-25 SmartData Collective. All Rights Reserved.
Go to mobile version
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?