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As Consumer Confidence and Engagement Fall; Managing the Customer Experience is Key
PeopleMetrics recently published the 2009 Most Engaged Customer Report. The report includes data from more than 5,000 consumers of 81 companies across multiple sectors. Industry Snapshot Reports were also published for the following sectors: Airlines, Cable/Satellite TV providers, eRetailers, Luxury retailer and hospitality, Traditional Retail, and Wireless phone providers.
The quantitative study measured the effects of Customer Engagement on customer behaviors and ranked all
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companies included by their engagement scores. Last year the winner was The Four Seasons, this year Ritz Carlton took the lead.
The report indicates a 15% drop in overall customer engagement, showing that companies are having a harder time engaging their customers. But some value brands, like Wal-Mart and Radio Shack, are showing increases in engagement. After reviewing the results of the study, Kate Feather, Executive Vice President at PeopleMetrics and report author stated "In today’s economy, customers are focused on getting value for their depleting dollar. As such, the emotional connection consumers feel to discount brands that can help them do this appears to be on the rise."
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For more on the 2009 Most Engaged Customer Report please see the Feature Article in this issue or contact Monica Nolan at mnolan@people-metrics.com.
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Telstra International Implements PeopleMetrics Customer Engagement Management Solution
Telstra International, a UK telecommunications and information services company, recently joined the PeopleMetrics client roster. Telstra is utilizing PeopleMetrics’ Customer Engagement Management to recover customers who have experienced a service failure, grow accounts interested in additional products and services, recognize employees who are exceeding customer expectations and market their business.
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