08
Sep
08

Engagement – What does it take to engage customers and employees?

Allegiance and Peppers & Rogers write:

..the traditional axes of competition – product,price,place, promotion will no longer propel growth but will simply allow parity with competition perpetuated. Winning today requires a new competitive advantage: people – both employees and customers – who are not only satisfied, not only loyal, but also engaged.

.. the new view of engagement involves five levels. At the most basic level, an engaged customer or employee must be satisfied…. If this is achieved, then there exists and opportunity to build loyalty…Loyal individuals have the option of recommending the company to friends…. The last tier in the continuum involves an emotional connection…reflected in an employee employee proud to work for the company or customer being excited about the direction of the company.

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At Cequity, we believe customer intelligence will be the biggest competitive advantage enterprises will have in the next decade or two. Successful enterprises of tomorrow will be the ones who can organize and leverage this information at speed to optimize their marketing performance, increase accountability, improve profit and deliver growth. Cequity insights will bring to you trends and insights in this area and it’s our way of sharing best practices so as to help you accelerate this culture and thinking in your organization.
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