People call them “satisfied,” “loyal,” or “happy campers,” we call them “Fully Engaged.” All of us are referring to a customer who loves doing business with you. And whatever you choose to call them, the point remains - positive experiences create happy customers, and dissapointing experiences create a substantial lost opportunity.
Posts Tagged ‘customer satisfaction’
Beginner’s Guide to the Value of Great Customer Experiences
Tuesday, November 22nd, 2011Customer Engagement Levels since 2008: Recession “Reset” Customer Engagement Scores
Thursday, November 18th, 2010
The results of our annual Most Engaged Customers (MEC) study are in, and they reveal an important pattern in Customer Engagement since 2008. Although consumer spending is creeping up, the 2010 MEC report found that customers are not emotionally connecting with companies as they did before the recession. In conducting this year’s study, PeopleMetrics surveyed more than 5,000 consumers and 1,200 business-to-business decision makers to evaluate the customer engagement levels of 67 top-recognized brands in 12 industry sectors.
Achieve Customer Satisfaction and Customer Engagement through a Compelling Offer
Monday, November 1st, 2010
Call it The Godfather of business rules: Make them an offer they can’t refuse. PeopleMetrics has found a compelling offer to be the foundation of any Customer Engagement strategy. Companies with compelling, irresistible offers can increase customer satisfaction, the bedrock of engagement. Indeed, a unique offer is the first step in creating any successful business. Our 2010 Most Engaged Customers study discovered several types of compelling offers, which are listed below. Where does your brand fit in?
The Importance of Customer Satisfaction and Customer Engagement in Business Outcomes
Thursday, September 16th, 2010Henry Ford famously said, “The customer pays the wages.” Translation: customers’ experiences ultimately determine whether or not a company stays in business. What Ford didn’t have any clever quips about was how to systematically quantify and improve the customer experience. Which customer feedback metrics should companies track to boost profits? Customer loyalty is one quality business leaders have long valued, as it is much more costly to attract new customers than it is to retain current customers. The importance of customer satisfaction was a hot business topic in the 1980s, as customer satisfaction was considered the best window into loyalty. In the late ‘80s, however, researchers questioned whether customer satisfaction actually impacts overall performance. They found that the link between customer satisfaction and higher profits, ROI, or share of market is dubious. What, then, should businesses follow to determine and improve customer loyalty? Is there a quantifiable link between the customer experience and business outcomes? PeopleMetrics research shows that Customer Engagement is the best metric to follow, as it incorporates customer loyalty and drives crucial business outcomes.
5 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.