What Is Customer Engagement? Customer engagement refers to the interactions and experiences a customer has with a brand across various touchpoints—whether through website visits, social media, emails, or customer service channels. It’s not just about getting a customer’s attention but about creating meaningful and ongoing relationships that foster loyalty and satisfaction. Why Is Customer Engagement Important? For Zotly, customer engagement is vital because it builds a deeper connection between the company and its customers. Engaged customers are more likely to remain loyal, make repeat purchases, and become advocates for the brand. By focusing on customer engagement, Zotly can create a better overall experience for its audience, leading to long-term business growth.