I've been doing some research into customer experience and ran across Jared Spool's article about "Making a Brand Investment Through Experience". He describes engagement as the sum of all experiences had across various touchpoints, which can be measured subjectively via Gallup's C11.
I am working on increasing the user engagement of an E-commerce website. Will forums be the best way to solve my problem . Please suggest some ideas or some good E-commerce websites to analys and some good forum design.