Ultimately, every customer engagement strategy includes a conversation between a company and its customers. However, it’s not enough to listen to customers’ opinions—firms must also respond appropriately, whether with a refund, a new product, or a revised company procedure. Before those changes can be implemented, customers’ responses must be distributed to the correct agents. In this way, a strong feedback management system acts as a selective loudspeaker, reproducing customers’ opinions to the right employees. If customer feedback is not properly distributed, it cannot be translated into higher sales. PeopleMetrics’ Enterprise Feedback Management solution allows our clients to assign different access levels to different employees. This approach provides benefits at all levels of an organization.
Archive for the ‘Engaged Customers’ Category
Benefits of Assigning Customer Engagement Research Access Levels
Wednesday, September 1st, 20105 Fatal Mistakes in Customer Engagement Surveying
Monday, August 16th, 2010
Rather than measuring customer loyalty or customer satisfaction, the world’s top companies are now tracking Customer Engagement, which PeopleMetrics defines according to Retention, Passion, Effort, and Advocacy. Because Customer Engagement has been linked to higher profits and better ROI, today’s business leaders appreciate the need to track engagement levels. Unfortunately, many companies find it difficult to translate Customer Engagement data into important business outcomes such as customer retention. Before choosing a customer feedback research partner, it’s wise to learn what prevents many companies from fully utilizing research results. By avoiding the five fatal mistakes listed in this article, you can ensure that your Customer Engagement budget will be wisely spent.
How To Make Your Customers Happy: Improve the Purchasing Experience
Tuesday, August 10th, 2010The only constant in this world is change, and the retail world is no exception. Consumers are moving away from the excessive buying of the 1990s, toward a simpler, yet more fulfilling life. They’re buying less, and focusing more on the purchasing experience. Businesses will need to change the way they think about the customer experience in order to survive this shift. That’s one message of a fascinating piece in last Saturday’s New York Times, titled “But Will It Make You Happy?” In it, writer Stephanie Rosenbloom reviews research from psychologists and market strategists showing that many consumers are moving from “conspicuous consumption—which is ‘buying without regard’—to calculated consumption.” Just how are consumers calculating what to buy? By evaluating their emotional experience during and after the purchasing process.
Centralize Your Customer Feedback through Enterprise Feedback Management
Thursday, July 29th, 2010
Jack Welch, former CEO of General Electric, once stated that there are only two sources of competitive advantage: 1) The ability to learn more about customers faster than the competition, and 2) The ability to turn that learning into action faster than the competition. At the heart of any successful business, in other words, is a dedication to customer feedback. Without systems for organizing that customer feedback, however, companies can’t effectively translate it into action.
PeopleMetrics To Attend the 21st AAM Summit
Wednesday, June 9th, 2010
This June, PeopleMetrics Founder and CEO Sean McDade and Executive VP Kate Feather will be attending the 21st Association for Accounting Marketing Summit in Washington, DC. While exhibiting at the AAMS, Sean and Kate will share their expertise in client engagement with accounting marketing professionals. The PeopleMetrics booth at AAMS will open on the evening of Tuesday, June 22nd, and it will be up through the afternoon of Thursday June 24th.