Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.
Posts Tagged ‘customer engagement’
HR Practices to Boost Employee Engagement and Customer Engagement
Tuesday, April 19th, 2011Best Practices to Boost Employee Engagement and Customer Engagement ~ Employee Engagement is central to long-term business success. Excellence in organizational and Human Resource practices results in higher levels of retention, productivity, and better service quality. Unfortunately, few companies are successfully engaging their employees. Research shows that 84% of employees plan to look for a new job in 2011; that’s no surprise, when only 27% of employees are actively engaged on the job. An unsteady job market may have been sufficient in retaining employees over the past two years, but this is no longer true. It is imperative to take targeted actions to ensure you hold onto your best talent.
Keeping Customer Relationships Fresh: Long-Term Customer Engagement
Wednesday, April 13th, 2011
- Keep the Customer Love Flowing!
The human brain is wired for newness. Novelty triggers the release of the neurotransmitter dopamine, a “happiness hormone” which is associated with reward and pleasure. The same chemical is “released in large doses when we are in love” (Seidenfaden & Draiby 2011). As lovers become used to each other, they experience a sort of tolerance. After some time together, lovers no longer get the “dopamine buzz” from being together. In other words, it often takes significant effort to keep a relationship fresh—friendships, romantic relationships, and work partnerships require attention in order to keep growing along with the people in them.
The Experience Economy: How today’s Customers Choose Discretionary Spending
Tuesday, March 15th, 2011
For the modern American consumer, the times they are a changin’. Shoppers are much more conservative than they were before the recession, in the big-box-store-heyday of the late ‘90s and early ‘00s. At $58 per day, discretionary spending is at its lowest since 2008[i], when measurement began. Moreover, Customer Engagement levels have remained essentially flat since 2009. All in all, it seems there is a “new normal” as far as American shopping habits are concerned. How can companies hope to win share of wallet in the new paradigm of conscientious consumerism?
How Brand Ambassadors Impact Customer Engagement
Wednesday, March 9th, 2011
A Chinese proverb advises, “Don’t open a shop unless you like to smile.” For millennia, business owners have appreciated the power of a smile to improve sales. Allow me to take some liberty with ancient wisdom and add to that, “Don’t work in customer service if you don’t enjoy making other people smile.” Employees that truly care about delivering smile-worthy experiences radiate genuine happiness at work; their natural enthusiasm attracts new customers and engages long-term customers. Here at PeopleMetrics, we call these employees Brand Ambassadors. In addition to flashing authentic smiles at every customer they meet, Brand Ambassadors provide unparalleled service— the kind that can only be delivered by someone who truly cares about a customer’s happiness, the kind that leaves customers raving and sales figures booming.