How do your customers engage with you? What is your customer's journey? Look at all your customer touch points; online, phone, mobile, retail, and direct. Today's consumers live in a 24/7 omni-channel world. Are you where they are, when they want you, in a way they want to engage? Are you missing opportunities?
How are they experiencing your brand? How do your customers experience you at every touch point? Is it consistent? How does your relationship change over the lifecycle? Are you moving customers to engage deeper?
....and how is "engagement" translating to your bottom line?