Simply put, customer engagement empowers long-term loyalty. After all, everyone has heard that retaining customers is more valuable than acquiring new ones. But in most cases, loyalty and retention are two things you need to nurture constantly. And when you don't do it right, customer "churn" can be one of a business's most visible pains, even if they don't know why. That "why" can be explored by talking about potential pain points lurking in processes.