Core Solution
We have successfully helped our clients move the Customer Engagement needle through our core solution. Key elements of PeopleMetrics Customer Engagement Solution are described below.
The CE32 is PeopleMetrics core group of survey questions used to assess Customer Engagement. The questions reflect the most common drivers of Customer Engagement and are based on over 1,000,000 customer interviews, as well as independent research from PeopleMetrics Most Engaged Customers Study. Specifically, the CE32 includes:
- REAP questions (retention, effort, advocacy, passion) that measure levels of Customer Engagement.
- 32 Customer Engagement driver questions in support of eight key dimensions (six emotional and two functional).
- A minimum of one open-ended question to understand any additional issues impacting Customer Engagement within an organization.
Voice of the Customer (VOC): Typically an annual study to all customers using the CE32 or a custom-developed question set plus competitive questions. The VOC study traditionally links Customer Engagement to business outcomes.
Customer Experience Tracking (CET): A short (usually 7-10 questions) survey that provides real-time feedback on specific customer experiences, usually those where customers have been "touched" by the company.
Empowering managers to improve Customer Engagement is essential. The nGauge™ Customer Hub is an online tool that allows Marketing and individual company managers to explore their data in greater depth and take action on Customer Engagement survey results.
The nGauge™ Customer Hub houses real-time customer feedback and offers:
- Problem resolution tools to help managers respond immediately to poor customer experiences.
- Service excellence tools that allow managers to reward staff members who are providing outstanding customer service.
- Dashboards to focus managers on the most important information.
- Trending to track important metrics over time.
- Detailed analysis tools to slice and dice your customer data any way you need to.
Another advantage is that the nGauge™ Customer Hub is available on the Internet and there is no software to install.
Real-Time Alerts enable managers to immediately take action on individual customer experiences. Once an alert is triggered, an e-mail is sent to managers so they can act quickly. Red alerts signal Customer Engagement that is below a pre-defined threshold, while blue alerts are triggered after an exceptional customer experience.
These allow managers to proactively follow-up, whether by assuaging an unhappy customer or by commending a successful employee.
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