The linkages between engagement, satisfaction, loyalty and profits are real. The level of engagement makes a difference (compliant, contributing, or committed). So does the cost of engagement. This is why driving up the level of engagement and driving down the cost of engagement is good for all involved.

  1. What matters to your stakeholders – the ultimate emotional benefit of your product or service.
  2. The attributes and outcomes you deliver that produce that benefit.
  3. All the monetary, time, and convenience costs to your stakeholders of obtaining those outcomes.

Then change the return on engagement by increasing the positive aspect of your outcomes and benefits, and lowering the costs of engaging in activities to obtain those outcomes.

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