80% of companies feel that they provide superior customer service, yet, when asked, only 8% of their customers agree.¹

This huge disconnect largely explains why customers find their interactions with brands uninspiring and, well, simply bland.

There’s a huge difference between engagement and satisfaction. Customer satisfaction is a rational event and, as a result, mostly forgettable.

Customer engagement, by contrast, is emotional. A relationship is being created with your customers. Those companies that try to create and deepen this relationship find that it creates three hugely important customer behaviours, or three ‘diamonds’ as we call them.

The Three Diamonds of Customer Engagement

We call these three behaviours ‘diamonds’, precisely because they are so valuable. They are the only three ways you can grow your business.

These three diamonds are:

♦ Customer Say - or advocacy

♦ Customer Stay - or loyalty

♦ Customer Spend - or sales

Most companies focus extensively – even exclusively – on the third diamond. But it’s the behaviours from the first two diamonds that truly drive customer value.

The difference is always emotional

Customer engagement is emotional. As are the link to these three highly valuable behaviours.

Using the 15 proven emotions that form this link, we help companies:

» Design a customer experience that elicit the three diamond behaviours at every touchpoint

» Train your frontline personnel to create those positive emotions in their daily interaction – no matter what the customer’s mood

»  Enable your managers to manage the Customer Experience simply and effectively

»  Create value-adding Say, Stay and Spend behaviours in your customers!

Engage with us now to make the difference!

If you would like to find out more about how customer engagement can make a difference to your business, feel free to contact us by following the link below.

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¹ Bain & Co. international study on customer experience, 2006