White Papers
The Positive Economics of Customer Engagement
Category: IT Management
Tags: customer service
Overview Engagement is the emotional connection or attachment that a customer develops during the repeated and ongoing interactions. Engagement accumulates through satisfaction, loyalty, influence, and excitement about one's brand. Organizations who engage consumers to the point where they are moved to behavioral change do so by creating opportunities for emotional connections through ongoing, consistently positive experiences. Customer behaviors include telling people of their positive experiences with an organization, referring other people, buying more products more often, staying longer in a business relationship, and remaining loyal even when faced with poor customer service or a bad experience with a product.
- Publisher
- Allegiance
- File Format
- Date Published
- May 14, 2009
- Format
- White Papers
- Topics
- Customer Support Services
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