It isn’t easy keeping consumers loyal. Satisfying customers only meets baseline expectations. Retaining them and ensuring loyalty is much more demanding.
The way a customer experiences products and services, both during and after purchase, is the final delivery point of the brand’s promise. How the customer returns or leaves, recommends or speaks, is part of the growing power of consumerization. And now, more than ever, it’s critical to put your customers at the heart of everything you do.
Our global work shows that six key measures drive the critical path to customer engagement, and these measures predict the strength of a relationship and future loyalty:
- Satisfaction with products and services
- Value for money
- Comparison with competitors
- Propensity to shift
- Trust in the brand
Our customer engagement approach helps you build strong and lasting customer relationships. We have proven that customers with strong relationships with brands are four to seven times more likely to continue using services versus those with weak relationships. We can help reduce churn by identifying potential risks and areas for improvement—helping you lower the cost to serve, drive consumer engagement and, ultimately, grow your bottom line.
Driving customer engagement through your organization is no longer a nice to have. In an age of demanding, savvy and articulate consumers, it’s an essential pathway to survival.