Customer engagement. It’s one of our industry’s most popular buzz words right now, and, any marketer worth their salt will agree that customer engagement is critical. But no one seems to have figured out how to measure it, or – more importantly – how to act upon the insight derived from it. Unless marketers commit to measurement and execution, customer engagement will be nothing more than a good concept.

Let’s face it. Customer engagement doesn’t matter unless it makes an impact on the bottom line. So where do you start? You need to focus on win-win engagements, programs that provide value to your organization and your customers.

Here’s an example of the benefits of re-thinking customer engagement. We recently worked with one of the largest media companies and helped them gain insight and achieve real results – a 10% increase in ad revenue.

> Read Full Article

Companies are under unprecedented pressure to optimize the customer experience. We see evidence of this during the last 18 months in the emergence of the chief customer officer (CCO) role. Companies such as United Airlines, Samsung and Chrysler have all recently announced CCOs as part of their executive suites, and one report indicated that 45 percent of large U.S. firms responding to a survey now have a senior executive responsible for customer experience.

> Read Full Article.

Tell us how your organization listens to customers.

> Enter Your Opinion

We will post the results in next month's issue.