Customer engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence.

This connection can be a reaction, interaction, effect or overall customer experience, which takes place online and offline.

The term can also be used to define customer-to-customer correspondence regarding a communication, product, service or brand.

However, the latter dissemination originates from a business-to-consumer interaction resonated at a subconscious level.

Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.

These programs exist covering most types of business, each one having varying features and rewards schemes.

Customer retention refers to the ability of a company or product to retain its customers over some specified period.

High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely.

Selling organizations generally attempt to reduce customer defections.

Customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship and successful retention efforts take this entire lifecycle into account.

A company’s ability to attract and retain new customers is related not only to its product or services, but also to the way it services its existing customers, the value the customers actually generate as a result of utilizing the solutions, and the reputation it creates within and across the marketplace.