Customer Engagement

Increasingly, companies are finding that customer satisfaction is nice to have, but does not result in a secure customer. Satisfied customers may be happy with a recent experience, but often do not have an emotional connection with the company. This lack of an emotional connection often results in customers with high levels of customer satisfaction switching to competitors for reasons such as a minor cost difference or a slightly more convenient location.

On the other hand, Customer Engagement is a must have for the best and most successful companies in the world. What does an engaged customer look like? PeopleMetrics has found four characteristics of Customer Engagement:

• Retention:  Engaged customers will spend more with you over their lifetime than with your competition.
  
  
• Effort: Engaged customers will actually go out of their way to do business with you – even spend more to benefit from your products, service and brand.
  
  
• Advocacy: Engaged customers spread the good word, making it easier and cheaper for you to attract new customers.
  
  
• Passion: Engaged customers are passionate about the brand – so passionate that they may even spend time actively promoting the brand to others and will defend the brand if others speak negatively about it. Passion is what separates PeopleMetrics measure of Customer Engagement from the typical measures of customer satisfaction.
  
  

These behaviors and emotions lead to great results for our clients. In fact, PeopleMetrics has been able to prove the correlation between Customer Engagement and business results, including earnings per share, gross margin, and return on investment. To learn more, please contact us to request PeopleMetrics white paper on Customer Engagement's Impact on Business Results. To see a complete list of available white papers and publications, please click here. Also, to learn more about the pitfalls of only considering satisfaction in your measurement program, please see why customer satisfaction is not enough.

While the importance of Customer Engagement is becoming clear, less is known about how best to measure it – and what an organization can do to improve and sustain high levels of Customer Engagement. By partnering with PeopleMetrics you will have access to our proven Customer Engagement solution, including question items, benchmarks, technology and insights that will help you immediately get started in pinpointing and enhancing Customer Engagement. You will also benefit from access to data from our annual Most Engaged Customers Study, a national study that ranks top performing companies across a range of service industries with regard to Customer Engagement. Read more about the Study in the news.