American inventor Charles Kettering once said, “A problem well stated is a problem half solved.” This maxim is as relevant to business success as it is to invention. Business growth is often fueled by customers who clearly, honestly report problems. We might tack on an addendum for business: A problem immediately relayed is often more easily resolved. In an ideal world, managers would know about each customer complaint mere moments after it had been lodged. To appreciate how such real-time feedback can impact customer engagement, let’s review a case study: Schlesinger Associates.
Posts Tagged ‘customer satisfaction’
Schlesinger Associates: Real-Time Feedback from CEM Solution Helps Company Stay on Top
Thursday, October 22nd, 2009Customer Engagement Management Tools for Organizing Customer Feedback
Wednesday, August 26th, 2009
Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer. Even if customers are satisfied, they may switch companies. After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave. Especially in today’s challenging economic environment, customer satisfaction is not enough.
Thoughts on How Customers See your Employees
Wednesday, August 5th, 2009
When a customer interacts with one of your employees, what emotions do they have after the experience? That may seem like a rather touchy-feely question, but in reality, your customers often rely on their emotions to determine who they do business with. They may not realize it, but they are far more likely to return when their last interaction with your business left them with a happy, excited feeling. This dictum applies to both B2B and B2C firms. A Engaged Customer is almost always a happy, loyal, passionate customer.
Customer Engagement in 2009
Monday, March 23rd, 2009
According to a recent article at CustomerThink.com, it’s getting harder to win customers based on good customer service. After analyzing PeopleMetrics’ 2009 Most Engaged Customers (MEC) study, CustomerThink’s CEO Bob Thompson concluded, “Big picture: it’s getting more difficult to create an emotional bond with customers. Across 27 common brands in luxury, retail and casual dining segments, average engagement scores dropped 9 percentage points in the past year, and 13 brands saw a significant drop.”
Introduction to PeopleMetrics Industry News
Thursday, February 26th, 2009Welcome to the PeopleMetrics Industry News blog!
We are excited to add this new resource offering. Here we will share with you insights from our independent research, client service news, employee and customer engagement strategies and ways in which this information can help your business.