Engagement is often touted as a cure-all for service issues, yet it is not the magic solution it is made out to be. It’s a common misconception that an increase in engagement will automatically rectify service problems. This is not the case; engagement is not a substitute for a well-functioning service.

A focus on engagement can often distract from the root of the problem. For instance, a poorly designed service will not improve simply because more people are using it. Instead, the flaws in the service will become more apparent.

The key to improving a service lies in understanding the needs of the users and designing the service to meet those needs. This requires a deep understanding of the user experience and a willingness to make changes based on user feedback.

In essence, engagement is not the solution to service problems. Rather, it is a by-product of a well-designed, user-focused service. The goal should be to create a service that works so well that users want to engage with it, not to force engagement in an attempt to mask service issues.

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