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.
On the second day of the summit, sales and marketing expert Sam McArdle will speak on “Mastering the Challenge of Change.” According to the description of his keynote address, Mr. McArdle will describe how to create a culture of customer retention, which is also one of PeopleMetrics goals. However, we fold retention into a larger concept, customer engagement, which we define according to four behaviors:
Retention. First, an engaged customer is going to stick around. High retention rates indicate engaged customers.
Effort: Engaged customers will spend extra effort to do business with you; they are willing to go out of their way to obtain your expertise or service.
Advocacy: Engaged customers are happy to brag about your company to others. They provide the only invaluable yet free form of advertising: word of mouth.
Passion: Engaged customers have an emotional connection with a brand. They feel passionate about your company and service.
By tracking these qualities through Customer Engagement Management (CEM), PeopleMetrics can help you grow engagement—and enjoy more long-term customers. If you’re attending the AAMS, stop by the PeopleMetrics booth for more information on how to weather change by focusing on customer engagement.
Additional Resources:
Creating a Customer-centric Organization
Techniques for Improving Organizational Resilience
Increase Sales Using Positive Customer Feedback
Tags: accounting, Association for Accounting Marketing, customer retention