The book on engagement.

The Shape of Engagement

The Art of Building Enduring Connections with Your Customers, Employees and Communities

Available in paperback and Kindle.

Overview

I literally wrote the book on engagement.

The Shape of Engagement is the result of eight years of work, drawing on almost two decades of experience across every frontier of engagement — from customer and employee engagement, to community, enterprise, and interpersonal engagement.

In it, I demystify engagement and break it down into seven profoundly simple frameworks — shapes — that explain what makes people form enduring connections with ideas, brands, organisations, and each other. Not theory for its own sake. Frameworks you can pick up and use.

What you'll learn

What engagement actually is — and why most people are confusing it with participation or interaction
What makes engaging organisations outperform their competitors by 29.9% in stock price year on year
The six psychological steps of engagement, and what strategies to use at each stage
The three universal processes of engagement, and how to harness them
What truly motivates people to engage — and what gets in the way
How to operationalise engagement across an entire enterprise

What people say

"I love every model in this book."

— B. Joseph Pine II, author of The Experience Economy (Harvard Business Review Press)

"A must-read for anyone working in any form of engagement."

— Bruce Bolger, President, Enterprise Engagement Alliance

"These frameworks on the psychology of engagement have helped us better understand it, strategise it, and clearly explain the immense value of engagement to everyone in the business."

— Timo Tolonen, Head of Community, giffgaff

"Community Engagement has lost its way. Scott shows us the way home."

— Cormac Russell, Director, ABCD Europe

"An excellent, insightful read. This book should sit on the shelf next to your other go-to books for strategic and tactical advice."