Top businesses looking to beat the recession are focusing on the people who can help them most — their own customers. According to a new study, a significantly higher percentage of leading businesses view customer experience management (CEM) as important in 2009 compared to last year (63% to 47%).
However, it's not enough simply to create a CEM strategy, according to the study of senior-level executives at more than 200 organizations by CGA and Vovici, enterprise feedback management (EFM) consultants. Companies must act on their strategy, aggressively promote company-wide execution, and encourage customer input, engagement, and feedback to build brand loyalty and drive sales.
Are you doing enough to engage your customers? Click here to read the entire story and find out several ways you can improve customer engagement.