What is Customer Engagement? Clarabridge defines customer engagement as “the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. Providing a high-quality customer experience is an important component in your customer engagement strategy.” Customer engagement is continuously evolving. Once upon a time, building relationships with customers happened in person and through simple word of mouth. The following video from eLoyalty demonstrates the history of customer engagement and how it has changed.