Do you know your customers? Do you understand their needs, wishes, plans, values? Do you know what your customer expects from you, and your products or services? And are you delivering at these expectations? Or even beyond them? Many companies spend most of their marketing budgets in lead generation/new customer acquisition and invest just a bit in their own customers. Nowadays is about relationships; being interested in human beings, not in figures, numbers etc.; spending time and money to get to know the users of your products; continuously engaging with real people; willing to build a customer-centric business; and delivering lasting moments on top of valuable products and services. Read this presentation about being engaged. This presentation uses several surveys/studies to demonstrate the relevance.