What is a fully engaged customer? Definitions from 12 experts. презентация

many of the digital and physical channels offered by a company they are loyal to.

Nayaki Nayyar, SVP
SAP Customer Engagement & Commerce

chosen by the customer.
 

Paul Greenberg
The 56 Group
Author of CRM at the Speed of Light

level, sometimes an emotional level that can ultimately lead to customer loyalty.

Shep Hyken
Customer Service Expert

your brand. The challenge for brands is creating an environment for people to proactively engage. It's being there at the right time, with the right messages, product and offering, through the right vehicles. 


Erin Raese, COO & Editor-in-Chief
Loyalty360

state is unacceptable, that they must change to achieve their goals.  Consequently, they are actively engaged in the change process—engaging others in the company, suppliers, and customers in defining, designing, and implementing the change.

David Brock
Partners in Excellence

did for them or what you said to them, but instead remembers how you made them "feel". This customer has moved beyond loyalty, they are a fan – and they actively advocate for you, everywhere. 


Jamie Anderson, SVP Marketing
Hybris, an SAP Company

like their voice is heard, they know the brand is listening and can relate to the brands message as well as their purpose.


Brian Fanzo
Social Change Evangelist
@isocialfanz

feels that you're "my brand."  As a result, engaged customers buy more, are loyal, are more open to line extensions, are somewhat less price sensitive, and are the best ambassadors a brand can have.

Micah Solomon
Customer Experience Consultant

and is participating with the brand, advocating for it, referring it to others and has the potential to become a lifetime customer.


Dr. Natalie Petouhoff – VP and Principal Analyst, Constellation Research

he or she expects a finite thing with a defined utility; to prevent disappointment, vendors should not promise more than can be delivered. An engaged customer is also a respected customer—businesses must understand to what extent each customer wants to share personal information.


Raluca Druta – Research Analyst, Technology Evaluation Centers

likes!) you…and believes connecting with you is valuable. 


Anneke Seley
Founder and CEO,
Reality Works Group