Measuring and managing customer engagement leads to better customer relationships, resulting in increased share of wallet, profitability, revenue, and growth. But the world’s top-performing companies don’t stop there.
When it comes to winning over customers, successful businesses know that everything depends on their customers’ experience with their organizations. During these interactions — whether online, over the phone, or in a store or showroom — customers do more than assess a company’s goods and services. They are subconsciously forming an emotional perception of how they feel about the encounter and about how the company’s employees treat them. These perceptions dictate not only how much customers will spend but also whether they will recommend the company to others or provide repeat business.