This document outlines the 9 C's of customer engagement: Culture, Community, Credibility, Channel, Content, Context, Cadence, Catalyst, and Currency. It provides brief definitions for each C, with Culture focusing on company values and norms, Community on customer segmentation, Credibility on building trust, Channel on engagement methods, Content on delivered materials, Context on relevance, Cadence on engagement frequency and planning, Catalyst on calls to action, and Currency on exchanging value.

1. 9 c’s of customer
engagement map
CULTURE
•What are the
values and
norms
COMMUNITY
•How do we
segment the
customers
CREDIBILITY
•How do we
show trust and
prove our
reputation
CHANNEL
•Who do we
engage:
person to web
to social to
mobileCONTENT
•What do you
deliver to help
customers to
engage
CONTEXT
•What is
relevant to the
customer
CADENCE
•How often do
you plan to
engage and
how much is
planned
CATALYST
•What is the
call to action
CURRENCY
•Exchange of
value