Customer engagement is something that a lot of organizations are struggling with and those that have done well with this have metaphorically struck gold. The Ritz Carlton Hotels, Singapore Airlines and Zappos are examples of such organizations noted for their high level of service. Business research conducted has identified four attributes that customer service teams must possess. An emotional connection needs to be built by the brand with customers and employees. A value needs to be identified which creates itself as unique from the rest of competition. The interaction must also be simple and instinctively the service team needs to understand the needs of the customers. A sense of commitment towards the job needs to reflect from the team. Such philosophy must be implemented throughout the organization and not just isolated to some department.

Source: http://www.enterpriseinnovation.net/article/creating-compelling-customer-experience-vision-285034840