Understanding Customer Engagement

Host: University of Nottingham

Location: University of Nottingham

Cost: Free event


Wednesday, 8th June 2022 at 10:00am - 12:00pm

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About this event


In highly competitive markets, capturing the imagination of customers and retaining their interest is an ongoing challenge, particularly in a post-pandemic landscape. Unpacking customer engagement to better understand how and, importantly, why they connect with your content, your products, or your services, provides a foundation for an effective customer engagement strategy.

Session Overview

In this session, our LEADD:NG expert, Dr Liz Evans, will guide participants through a model for understanding customer engagement that draws together the themes of customer behaviour, forms of connection, and delivering value. This model – originally developed for understanding how screen audiences engage with content – deconstructs what we mean by customer engagement and challenges us to consider fundamental elements of relationship-building with customers:

  • Why does engagement matter?
  • What causes customers to lose interest and disengage?
  • How do we align our view of engagement with the experience and perspective of customers?

During the session, we will consider principles outlined in the model and begin to explore how it might directly apply to your organisation.

Is this session right for me?

In this session, we will work through the fundamental principles of understanding how customers engage and retain interest in your content, products, and services.

The session is a precursor to subsequent Focus workshops where we will work with you to directly apply this approach to YOUR business, YOUR challenges, and YOUR audiences and customers.

We think Understanding Customer Engagement will benefit those directly involved in developing, managing and maintaining relationships with customers, client bases and audiences. If you would like to better understand what drives your customers to engage with your content, products, and services, then we would love to hear from you!

Please sign-up here to register your interest in attending this workshop. Upon receipt of your registration, you will then be sent a LEADD:NG programme enrolment form and further details on the event. This is an in person event being held in Nottingham, venue to be confirmed.

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