{"id":13685,"date":"2017-10-18T16:54:55","date_gmt":"2017-10-18T15:54:55","guid":{"rendered":"http:\/\/blog.intercom.com\/?p=13685"},"modified":"2021-08-17T10:42:25","modified_gmt":"2021-08-17T09:42:25","slug":"customer-engagement-book","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-engagement-book\/","title":{"rendered":"New book: Intercom on Customer Engagement"},"content":{"rendered":"

The importance of engaging with your customers is arguably the biggest change that has occurred in business in the 21st century.<\/p>\n

That sounds like a bold statement. But we\u2019ve moved so rapidly from a world of big one-off sales every few months or years to an era of lower-cost monthly payments that are easily cancelled, that it is easy to overlook the ramifications of that change.<\/p>\n

Customer engagement is never done<\/h2>\n

If customers who aren\u2019t using your product can walk away at any moment, engagement becomes key to your company\u2019s survival. And it\u2019s not one of those things where you can tick the box and say it\u2019s done. Customer engagement<\/a> at its core is about communicating with your customers at key moments in the relationship so they get to the outcome they want from using your product.<\/p>\n

Just as our efforts at engaging with customers don\u2019t remain static, our thinking on how to engage them has evolved. Which is why today we\u2019re releasing our latest book, Intercom on Customer Engagement<\/a>.<\/p>\n

Sound familiar? That\u2019s because just over two years ago we published a book of the same name.
\nBut in the interim, it is not just our thinking on engagement that has evolved. So too has Intercom\u2019s flagship product, Engage<\/a>.<\/p>\n

From tools to manage visitors’ expectations when they reach out to you, to automating follow-up actions, Engage has become so much more powerful since we first put our thoughts about engagement down on paper. Most significantly, we introduced Smart Campaigns, our take on high impact message automation that is easy to manage.<\/p>\n

The new book reflects those improvements and covers:<\/p>\n