Lifting the lid on the language of customer engagement

The DMA launches a new campaign exploring what makes for excellent customer engagement – now and in the future. We’ve made a short video examining the language of engagement: how do customers express themselves as they interact with businesses and brands?

As we kick-off our exploration of customer engagement, we want to set the scene, to tackle engagement from the customer’s perspective.

First we establish what language consumers use as they shop. Getting this frame of reference correct reveals the words and phrases customers themselves use to describe their experiences.

Our findings here form part of a larger research piece – the results of which we unveil at the launch of Customer Engagement 2016.

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