9 c’s of customer engagement map

CULTURE•What are the

values and norms

COMMUNITY•How do we segment the customers

CREDIBILITY•How do we show trust and prove our reputation

CHANNEL•Who do we engage: person to web to social to mobileCONTENT

•What do you deliver to help customers to engage

CONTEXT•What is relevant to the customer

CADENCE•How often do you plan to engage and how much is planned

CATALYST•What is the call to action

CURRENCY•Exchange of value