These days are either the most trying time for encouraging employee engagement or the best we could expect. With so many people trying to work remotely, many businesses need extra ways to communicate with the rank and file, and this might present a prime opportunity to try new things.

We make a big deal of engaging the customer, and in most CRM circles engagement outranks simple customer experience. Authorities like Paul Greenberg have made a crusade of engaging customers -- and rightly so. An engaged customer is far more likely to have a positive impression of a brand or company than one who merely had a good experience. Yet it must be said that the accumulation of good experiences is one way to get to engagement.

We simply have to acknowledge that there are many and varied experience types other than getting a customer happily involved with a new purchase.