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The Science of Sustained Engagement

Virtual Community Summit Feb 20, 2014 Abstract: The advent of social, mobile, and cloud based technologies has changed consumer behaviors and expectations. This is hugely disruptive to the traditional way of business, and brands are recognizing that it’s not enough to just focus on transactions. Companies across all industries are starting to understand the importance of customer engagement in a social era. Although there are many tools and strategies that can help enterprises engage their customers, sustained engagement over long periods has proven difficult. Moreover, few engagement strategies are designed to engage customers sustainably over the long-term. How can brands engage their customers sustainably? We will tackle this problem scientifically from the human behavior’s perspective using principles from anthropology and sociology. We will apply these sociological findings to business to understand customer relationships and examine the resulting ROI and monetization implications.