Building Blocks of Customer Love
Archive for the ‘methodology’ Category
The Two Routes of Building Customer Trust
Tuesday, November 9th, 2010Customer Engagement vs. Customer Satisfaction: Which Should You Follow?
Thursday, September 30th, 2010
“A science is as mature as its measurement tools,” Louis Pastuer once said. The concept applies to the business world as well. In order to survive, companies must retain customers. The tricky part is figuring out which measurement tools can be used to effectively assess, predict, and improve customer loyalty. Since the 1980s, customer satisfaction has been a popular measurement tool for improving retention. In the intervening decades, however, many business experts have questioned the importance of customer satisfaction, pointing out its weak impact on loyalty. These days, many organizations are instead tracking Customer Engagement. Following a brief history of customer feedback metrics, this article will discuss why Customer Engagement is an especially powerful “measuring stick” in the current market.
Creating Brand Ambassadors through Recognize Alerts
Tuesday, September 28th, 2010
The human brain is wired for empathy. As Daniel Goleman explains in his book Social Intelligence, mirror neurons allow us to feel what the people around us are feeling. FMRI studies have shown that when we perceive emotions in others, our brains light up like theirs. For example, when you see a facial expression of disgust, the area of your brain that registers disgust is activated. To quote from Social Intelligence, mirror neurons “allow us to grasp the minds of others not through conceptual reasoning but through direct simulation, by feeling, not by thinking.” Why should mirror neurons matter to your business? Because your customers’ mirror neurons pick up on the emotional output of your employees. PeopleMetrics’ research verifies that enthusiastic, passionate employees rub off on customers. Employee Engagement breeds Customer Engagement. And companies with higher Customer Engagement also enjoy higher profits, ROI, and share-of-market. Therefore, Employee Engagement is a key component in any Customer Engagement strategy. Highly engaged employees act as ambassadors for your brand, advocating for your company to customers and fellow employees alike. That’s why PeopleMetrics has created a Brand Ambassador program to help you discover and “clone” your organization’s most engaged employees.
Enterprise Feedback Management Dashboard Tools to Improve Efficiency
Thursday, September 23rd, 2010In Outliers, Malcom Gladwell argues that Christopher Langan, “the smartest man in the world,” never earned a college degree because he didn’t have the social skills needed to fully realize his potential. Gladwell writes that Langan has mountains of knowledge but a limited ability to apply it. Too often, customer satisfaction software solutions face a similar dilemma: they generate plenty of customer data but provide no means of actually applying that data to improve company performance. This post will review three ways that PeopleMetrics’ Customer Engagement Management (CEM) dashboard helps our clients efficiently use customer feedback. Our Enterprise Feedback Management solution includes tools to assign responsibility and track progress. Ultimately, all the data in the world isn’t helpful unless your organization is using that data to improve performance, and our solution acts as a customer feedback management guide, helping management and employees effectively apply customer feedback.
Benefits of Assigning Customer Engagement Research Access Levels
Wednesday, September 1st, 2010
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.