Infographic: Customer engagement pays

customer engagementIt’s a question oft asked by marketers and brands alike: ‘Is this customer engagement malarky translating into actual hard cash?’

Research by Rosetta Consulting suggests it is worth putting the investment in. It found companies who follow customer engagement best practices are 2.2 times more likely to have increased market share in the past year.

One of the most striking results was that companies classed as ‘strong performers’ (those that scored in the top third of the sample in terms of following best practices for customer engagement) reported better business metrics than those that did not. More than 85% of strong performers in customer engagement saw an increase in the previous year’s revenue, while only half of others did.

Rosetta Consulting polled 87 marketers and senior executives across industries about their approach to customer engagement. Each company was assessed on a broad range of best practice areas, including culture, capabilities, data and insights, measurement, strategy and technology.

Rosetta Infographic

  • Bareld Meijering

    Seems there is no link to download the white paper. Or did I miss something?

  • Max Eaglen

    Really
    interesting (and encouraging!) to see the above research that companies who
    follow customer engagement best practices are 2.2 times more likely to have
    increased market share in the past year. This is something we at Platform
    discuss regularly with our clients and encourage them to invest in. We have
    found that an effective way to approach this is to create environments like
    Customer Experience Centres to discuss and debate, co-create and collaborate,
    which can help clients find ways of defining products and services that
    customers want and expect in the future. With figures like the above discussing
    the potential financial benefit to a business of truly being engaged with
    customers, there can be no doubt that investing in technology or techniques to
    improve in this area is worthy of the time and effort.