There are certain moments of truth in any retail purchasing experience that heavily influence customer engagement. Strategy gurus recommend mapping out every touch point where customers interact with a company in order to understand the customer experience throughout the purchase cycle. A Voice of the Customer program can help you understand how engagement ebbs and flows during the three phases of a customer’s life-cycle described below.
Posts Tagged ‘Customer Service’
Customer Engagement in Retail: 3 Phases of a Customer’s Life-Cycle
Monday, October 17th, 2011Three Customer Experience Truths from the Restaurant Industry
Wednesday, September 28th, 2011
There are some elements of the customer experience that are unique to a given industry – things like baggage fees, claims departments, and billing practices. But there are some universal customer experience truths that apply regardless of the industry you happen to work in. This post examines three of these truths as uncovered through our partnership with one of our clients, Service Inspired Restaurants®.
How Word-of-Mouth Attracts More Engaged Customers
Thursday, June 18th, 2009
What brings customers to your company? Do they find you through advertising? Or do coupons and special offers bring them to your door? The international economic crunch has businesses all over the globe wondering how to attract customers more frugally. With revenues and consumer spending on the decline, few businesses can afford to spend on traditional advertising, as the recent 30% drop in newspaper advertising sales indicates. Fortunately, PeopleMetrics’ research shows that the best kind of advertising is free. Your current engaged customers are already spreading positive word-of-mouth, so why not make their recommendations the center of your next sales drive? As PeopleMetrics’ 2009 Most Engaged Customers (MEC) report states, “If a brand or service is recommended to a [new] customer by a trusted source, this recommendation goes a long way toward building goodwill and Customer Engagement, even if the organization fails to meet expectations.” In other words, positive word-of-mouth from current customers is a highly effective method of attracting new loyal customers.
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.