Customer Engagement: Going Beyond Satisfaction

How do organizations rise to the top in today's intensely competitive, turbulent global marketplace? For decades, companies have invested heavily in customer satisfaction, loyalty, and advocacy programs in an attempt to create meaningful differentiation -- without much to show for it. World-class organizations, in in contrast, recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

Gallup research reveals that customers who are fully engaged represent an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth than the average customer. In stark contrast, actively disengaged customers represent a 13% discount in those same measures.

Agenda

During this event, William J. McEwen, Ph.D., Senior Strategic Consultant and Global Practice Leader and author of Married to the Brand, will:

• explain the key components of customer engagement -- and show the impact of customer engagement on operational and financial performance
• demonstrate how optimizing customer engagement can drive organic growth
• share insights on engaging customers across a range of industries and touchpoints
• review case studies that demonstrate the financial impact of systematically improving customer engagement

Registration

Customer Engagement: Going Beyond Satisfaction will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. Registration will be limited to keep the event interactive, so early registration is encouraged. For more information or to reserve your place, contact James Rapinac on +44 (0)20 7950 4433.