Business success means mastering the six layers of customer engagement. Are you ready?
Joanna Hou's insight:
There are six layers of customer engagement in the future of business. In the beginning we dealt with customers face to face,which is the first layer. Years later website instead of face to face and it cost less, but deliver more value to customers such as self-service options. There is another layer called social layer, such as Facebook which is the most famous site in the work, so business should be there. Mobile device is the fourth layer, cause large numbers of users research information through mobile device. The google glass project will be a revolution to change the way we connect, learn, shop, communication and entertainment, the virtual is the fifth layer that will liberate us from devices and open up new opportunities to create new business. The sixth layer of engagement is game, people love to play games more than anything. Companies should target the right marketing, cause not every customer will engage with you on every layer, so the channel strategies should be multiple.
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