Engagement: Don't Forget Your Customers!
By Kellsey Ruppel on Feb 25, 2013
This week we want to focus on Customer Engagement, and how it is critical to your business. Today we hear and read a great deal about “Customer Engagement” – and rightly so, it is those customers, whether they be traditional paying customers, citizens, students, club members, or whomever it is that are “paying the bills”. A more engaged customer is more likely to make it easier to pay those bills by buying more, giving good reviews, or spreading the word of how wonderful their experience was. Is your organization ready to handle today’s demands and high expectations for a socially enabled, multichannel online customer experience? In order to succeed in today’s competitive global online world, organizations must be able to create a relevant and interactive cross-channel experience that will drive the success of their marketing and customer initiatives.
Customers themselves have assumed increasing power and influence over the purchase process and for setting the tone and pace of the relationships they have with brands and you see the evidence of this in the really high expectations that customers have today. And the numbers don’t lie:
- 86% of consumers say that they are willing to pay more for a better customer experience
- Companies with low levels of employee engagement have total shareholder returns that are lower than the average by 28%
- Organizations with high levels of employee engagement outperform the total stock market index by 22%
- 89% of customers will begin doing business with a competitor following a poor customer experience
Would these percentages be higher or lower for your organization? Are you successfully engaging your customers? We hope you will stay tuned this week for some exciting new offers we have around Customer Engagement! In the meantime, we invite you to download this free report by the Temkin Group that measures engagement across more than 2,400 constituents.