WHITEPAPER - Copyright © 2018 SessionM A MARKETER’S GUIDE TO CUSTOMER ENGAGEMENT If you’re a marketer looking for customer engagement inspiration and best practices from the perspective of consumers and their encounters with actual brands, then this guide is for you. In the tradition of saving the best for last, we’ll kick off these si x action-packed pages with a few customer engagement don’ts and dedicate part two to the good stuff: strategies your customers will love , illustrated through real-life examples galore. Let’s dive in.2 WHITEPAPER - Copyright © 2018 SessionM CUSTOMER ENGAGEMENT DON’TS EQUINOX Data Latency While there’s a lot to like about Equinox, this brand is struggling to provide a sophisticated, frictionless member experience. Much of Equinox’s digital experience

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