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One-to-one customer engagement enabled by machine learning yields a 13 percent reduction in bounce rate and a 33 percent average order value improvement at Marmot. A recent study from Gallup shed light on just how valuable it is to invest in customer engagement. Fully engaged customers, defined as those who have had a measurable reaction, connection, or experience with your brand, represent a 23 percent share of wallet, profitability, revenue, and relationship growth premium compared to average shoppers. By contrast, the study found that disengaged customers -- those who have no emotional connection to your brand -- represent a 13 percent discount in those same measures. It's no surprise that customer engagement and loyalty applications have been hot in retail, particularly e-commerce, where customer data is easier to gather and easier to analyze than in any other channel.