14 September 2006

Engaging Customers -- All Day, Every Day

How call centers can stay focused on engagement, even when customer feedback is infrequent

by Tom Rieger
Fully engaged customers deliver a 23% premium over average customers in share of wallet, profitability, revenue, and relationship growth. That's exactly why so many call centers survey customers to determine their level of engagement. But what happens in between measurements? Specifically, how can a team leader keep customer engagement from feeling like an isolated event, rather than a way of doing business?
Tom Rieger is a Principal of Gallup.
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