With lucrative back-to-school shopping just around the corner, many apparel retailers are wondering how to capture new sales and engage current customers. A Google news search for “apparel retail” returns countless marketing suggestions on how apparel retailers can maximize sales. Some marketing experts recommend that brands grow their presence on social media sites. Others recommend offering in-store shopping help via smartphones. Aggressive promotions, others say, are the only thing that can attract customers to buy from apparel stores. Although these approaches are attractive for novelty-seekers, our customer satisfaction feedback research shows that most apparel customers are looking a far more traditional form of customer care: Trust.
Archive for the ‘Engaged Customers’ Category
The Driving Factors of Engagement for Apparel Customers
Wednesday, August 24th, 2011Voice of the Customer (VOC) Results: What to expect from your VOC program
Monday, August 15th, 2011A Voice of the Customer (VoC) program can be a powerful tool for your businesses—assuming you choose one that provides you with the information we list in this article. By way of providing a basic definition, a Voice of the Customer program gathers customer feedback and provides a system for feedback management across an organization. Different Voice of the Customer programs may measure customer satisfaction, retention, or recommendation rates, but we suggest that companies should measure and track customer engagement. PeopleMetrics’ research shows that customer engagement is the metric most closely tied to overall business success.
Outsourcing Inspiration: How Customer Feedback Creates Meaning at Work
Wednesday, August 3rd, 2011
Employee Engagement and Customer Engagement Connection (Fig. 1)
Calculating the Cost of Employee Disengagement
Monday, June 13th, 2011
Do you wonder how many of your employees are just showing up to pick up a paycheck? In 2009 PeopleMetrics’ Employee Engagement research found that 12% of all employees are actively disengaged at work. Twelve percent may not seem like such a big deal, until you consider the myriad costs this 12% brings to your company. According to The Economist, 84% of senior leaders say Disengaged Employees are 1 of the 3 biggest threats facing their business. Yet only 12% of them report regularly tackling the employee engagement problem—perhaps because it can be difficult to assign costs to under-performance.
Conversational Marketing: How Voice of the Customer (VOC) Systems Can Help
Tuesday, June 7th, 2011
A few weeks ago, I emailed iTunes to inquire why a gift card I had received wasn’t working. Every step of my attempt to get the gift card validated was frustrating. First, the company asked me to send them evidence that the card had been purchased, which of course I didn’t have because it was a gift card. Second, I was bounced from department to department, and from subcontractor to subcontractor, until I felt dizzy with confusion. The most frustrating thing of all was that I had to explain my story to each new person I spoke with. No one seemed to have a trail of breadcrumbs explaining my circumstances. Even the managers asked me to repeat my whole story. Today, the situation remains unresolved. The result? I am avoiding buying anything from iTunes. And I have shared my story with at least five friends (and now, with all of you). My friends listen to me. Why should I do business with companies who won’t grant me the same respect?