What is involved in Customer Engagement
Find out what the related areas are that Customer Engagement connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Customer Engagement thinking-frame.
How far is your company on its Customer Engagement Center Workforce Management journey?
Take this short survey to gauge your organization’s progress toward Customer Engagement Center Workforce Management leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Customer Engagement related domains to cover and 118 essential critical questions to check off in that domain.
The following domains are covered:
Customer Engagement, Advertising Research Foundation, Brand loyalty, Business communication, CVP Analysis, Click-through rate, Communal marketing, Consumer-generated media, Customer experience, Customer relationship management, Customer service, Engagement marketing, IAG Research, Internet marketing, Nielsen Media Research, Right-time marketing, Simmons Research, Social phenomenon, Stakeholder theory, Switching barriers, Target market, The Long Tail, User generated content, World Federation of Advertisers:
Customer Engagement Critical Criteria:
Communicate about Customer Engagement tactics and explore and align the progress in Customer Engagement.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Customer Engagement services/products?
– In what ways are Customer Engagement vendors and us interacting to ensure safe and effective use?
– What role does communication play in the success or failure of a Customer Engagement project?
– Are virtual assistants the future of Customer Service?
Advertising Research Foundation Critical Criteria:
Participate in Advertising Research Foundation risks and oversee Advertising Research Foundation management by competencies.
– What are all of our Customer Engagement domains and what do they do?
– How do we Improve Customer Engagement service perception, and satisfaction?
Brand loyalty Critical Criteria:
Distinguish Brand loyalty management and forecast involvement of future Brand loyalty projects in development.
– Is there any existing Customer Engagement governance structure?
– Does Customer Engagement appropriately measure and monitor risk?
– What are the long-term Customer Engagement goals?
Business communication Critical Criteria:
Investigate Business communication planning and create a map for yourself.
– For your Customer Engagement project, identify and describe the business environment. is there more than one layer to the business environment?
CVP Analysis Critical Criteria:
Disseminate CVP Analysis tasks and stake your claim.
– Who is the main stakeholder, with ultimate responsibility for driving Customer Engagement forward?
– Have you identified your Customer Engagement key performance indicators?
– What are the business goals Customer Engagement is aiming to achieve?
Click-through rate Critical Criteria:
Learn from Click-through rate results and overcome Click-through rate skills and management ineffectiveness.
– To what extent does management recognize Customer Engagement as a tool to increase the results?
– What sources do you use to gather information for a Customer Engagement study?
– What are internal and external Customer Engagement relations?
Communal marketing Critical Criteria:
Deliberate Communal marketing results and oversee implementation of Communal marketing.
– Do those selected for the Customer Engagement team have a good general understanding of what Customer Engagement is all about?
– What are current Customer Engagement Paradigms?
– Why are Customer Engagement skills important?
Consumer-generated media Critical Criteria:
Depict Consumer-generated media tasks and raise human resource and employment practices for Consumer-generated media.
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Customer Engagement?
– What are the success criteria that will indicate that Customer Engagement objectives have been met and the benefits delivered?
Customer experience Critical Criteria:
Audit Customer experience management and create a map for yourself.
– In a project to restructure Customer Engagement outcomes, which stakeholders would you involve?
– When a person has a bad Customer Service experience how many people do they tell?
– How does mystery shopping help us improve our Customer Service and experience?
– What is the difference between customer experience and user experience?
– How important is real time for providing social media Customer Service?
– what is Different Between B2C B2B Customer Experience Management?
– What are the best community tools for Customer Service?
– How will you measure your Customer Engagement effectiveness?
– So how do we add value to the customer experience?
– What is the internal customer experience?
– How can Customer Service be improved?
Customer relationship management Critical Criteria:
Categorize Customer relationship management issues and test out new things.
– Support – how can we drive support for using the escalation processes for service, support and billing issues?
– It is often said that CRMs complexity is due to its quantity of functions. How do we handle this?
– Which Customers just take up resources and should be considered competitors?
– Can your software be accessed via Windows PCs and Apple Mac computers?
– How many current users will maintain and access the CRM program?
– How is the emergence of new CRM solutions offered factored in?
– The performance measurement revolution: why now and what next?
– What are Pros and Cons of the CRM system that you are using?
– Is the address book synchronization subscription valid?
– Does customer knowledge affect how loyalty is formed?
– What is the churn rate and how is it related to CRMS?
– What is the products current release level/version?
– Does the software utilize a responsive design?
– Can the current CRM track calls by call type?
– Is the e-mail tagging performance acceptable?
– What is the recovery point objective?
– Can customers place orders online?
– Is there enough free disk space?
– What happens to customizations?
Customer service Critical Criteria:
Adapt Customer service results and report on developing an effective Customer service strategy.
– Do we offer the opportunity to provide feedback regarding a supervisors leadership skills. if so, do we find it valuable, and are they able to remain constructive?
– Has it re-engineered or redesigned processes, and leveraged technologies to improve responsiveness, Customer Service and customer satisfaction?
– Why would potential clients outsource their business to us if they can perform the same level of Customer Service in house?
– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?
– Do we know what percentage of customers are likely to spend more if the Customer Service rep is helpful?
– How does our company use its web-site for Customer Service and / or customer relationship building?
– How does your company use its web-site for Customer Service and or customer relationship building?
– Do you bypass the system and work around the unhelpful person in order to get the job done?
– Ow often do you hear people complaining about poor Customer Service?
– Why would some people be reluctant to make eye contact with you?
– Why should the customer be interested in your problems?
– Is social media the solution to bad Customer Service?
– How can verbal feedback affect customer encounters?
– How can you restore confidence with your customers?
– What systems and procedures do we have in place?
– Is Twitter an effective Customer Service tool?
– What does good Customer Service actually mean?
– What is required in a Customer Service job?
– What is feedback?
Engagement marketing Critical Criteria:
Study Engagement marketing results and drive action.
– Among the Customer Engagement product and service cost to be estimated, which is considered hardest to estimate?
– Risk factors: what are the characteristics of Customer Engagement that make it risky?
– Are we Assessing Customer Engagement and Risk?
IAG Research Critical Criteria:
Consolidate IAG Research decisions and look in other fields.
– Are we making progress? and are we making progress as Customer Engagement leaders?
– How do we keep improving Customer Engagement?
– How can we improve Customer Engagement?
Internet marketing Critical Criteria:
Mix Internet marketing goals and reinforce and communicate particularly sensitive Internet marketing decisions.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Customer Engagement processes?
– Does Customer Engagement systematically track and analyze outcomes for accountability and quality improvement?
– Why is Customer Engagement important for you now?
Nielsen Media Research Critical Criteria:
Guard Nielsen Media Research engagements and probe using an integrated framework to make sure Nielsen Media Research is getting what it needs.
– Consider your own Customer Engagement project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
– Are there recognized Customer Engagement problems?
Right-time marketing Critical Criteria:
Extrapolate Right-time marketing decisions and oversee Right-time marketing management by competencies.
– Will Customer Engagement have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– What business benefits will Customer Engagement goals deliver if achieved?
– How do we manage Customer Engagement Knowledge Management (KM)?
Simmons Research Critical Criteria:
Illustrate Simmons Research goals and mentor Simmons Research customer orientation.
– How do senior leaders actions reflect a commitment to the organizations Customer Engagement values?
– Are there any disadvantages to implementing Customer Engagement? There might be some that are less obvious?
– How much does Customer Engagement help?
Social phenomenon Critical Criteria:
Inquire about Social phenomenon tasks and sort Social phenomenon activities.
– If we consider a business relationship as an economic and social phenomenon and want to deal with it accordingly, what we can learn from sociology?
– Why is it important to have senior management support for a Customer Engagement project?
– Which Customer Engagement goals are the most important?
Stakeholder theory Critical Criteria:
Cut a stake in Stakeholder theory management and report on setting up Stakeholder theory without losing ground.
– How does the organization define, manage, and improve its Customer Engagement processes?
– How would one define Customer Engagement leadership?
Switching barriers Critical Criteria:
X-ray Switching barriers decisions and question.
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Customer Engagement models, tools and techniques are necessary?
– What are our Customer Engagement Processes?
Target market Critical Criteria:
See the value of Target market governance and slay a dragon.
– Which of the market segments will be the target market for this campaign?
– Do Customer Engagement rules make a reasonable demand on a users capabilities?
– Who is the Target Market?
The Long Tail Critical Criteria:
Paraphrase The Long Tail tasks and find out.
– How do your measurements capture actionable Customer Engagement information for use in exceeding your customers expectations and securing your customers engagement?
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Customer Engagement. How do we gain traction?
– Does the Customer Engagement task fit the clients priorities?
User generated content Critical Criteria:
Explore User generated content strategies and sort User generated content activities.
– How can skill-level changes improve Customer Engagement?
– What will drive Customer Engagement change?
World Federation of Advertisers Critical Criteria:
Differentiate World Federation of Advertisers results and differentiate in coordinating World Federation of Advertisers.
– How can you negotiate Customer Engagement successfully with a stubborn boss, an irate client, or a deceitful coworker?
– Who will provide the final approval of Customer Engagement deliverables?
– Is the scope of Customer Engagement defined?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Customer Engagement Center Workforce Management Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Customer Engagement External links:
Leader in Customer Engagement | Precision Dialogue
http://Customer engagement (CE) is an effect, a reaction, a connection, a response and/or an experience of customers with one another, with a company or a brand. The initiative for engagement can be either consumer-or company-led and the medium of engagement can be on or offline.
Customer Engagement Software: Live Chat & Email | Moxie
Advertising Research Foundation External links:
The Advertising Research Foundation
Advertising Research Foundation – YouTube
Brand loyalty External links:
The Psychology of Brand Loyalty: 5 Key Takeaways
Business communication External links:
Business Communication Platforms | Vonage Business
Fundamentals of Business Communication | Student Site
NextOS | All-in-One Business Communication Platform
CVP Analysis External links:
Ch. 3 CVP Analysis Flashcards | Quizlet
Click-through rate External links:
Click-Through Rate Prediction | Kaggle
Average Click-Through Rate (CTR): Learn How Your …
Click-Through Rate (CTR)
Communal marketing External links:
Communal Marketing | What is Communal Marketing?
Consumer-generated media External links:
“Consumer-Generated Media and Advertising—Are They …
Consumer-Generated Media (CGM) – Gartner IT Glossary
Customer experience External links:
The Truth About Customer Experience
ShopRite Customer Experience Survey – Welcome
GameStop Customer Experience Survey
Customer relationship management External links:
Customer Relationship Management | CRM Software – Vtiger
Agile CRM – Customer Relationship Management
How to Write a Customer Relationship Management Plan
Customer service External links:
Customer Service | Progressive
Capital One Customer Service | Contact Us
Customer Service Center – Washington Gas eService Center
Engagement marketing External links:
Signal – Customer Engagement Marketing | Identity Resolution
Contact Us | Ansira Engagement Marketing
Quikly – Digital Engagement Marketing Platform
IAG Research External links:
IAG Research | Companies | Insight Venture Partners
Nielsen to Buy IAG Research for $225 Million | Media – AdAge
IAG Research Centre – YouTube
Internet marketing External links:
Local Internet Marketing by BrandRep
Standard Logo Dimensions – Internet Marketing
Internet Marketing Strategy – Social Triggers
Nielsen Media Research External links:
Nielsen Media Research’s Glossary of Media Terms
Nielsen Media Research, Oldsmar, Florida. 546 likes · 4,486 were here. Market Research Consultant
AGB Nielsen Media Research | Licensing Site
Right-time marketing External links:
The rise of right-time marketing | SpringerLink
Simmons Research External links:
PE-backed Simmons Research hires CEO – PE Hub
SIMMONS Research (@SimmonsResearch) | Twitter
Simmons Research – Home | Facebook
Social phenomenon External links:
ERIC – Social Phenomenon of Community on Online …
Learn: Prejudice: The Ubiquitous Social Phenomenon | Quizlet
What is a social phenomenon – Answers.com
Stakeholder theory External links:
R. Edward Freeman | Stakeholder Theory
[PDF]Value Maximization, Stakeholder Theory, and the …
What is Stakeholder Theory? – R. Edward Freeman – YouTube
Switching barriers External links:
Switching barriers financial definition of Switching barriers
Switching Barriers – Think about switching costs! – YouTube
Target market External links:
Target Market vs. Target Customer | Chron.com
How to Define Your Target Market | Inc.com
Examples of a Target Market | Chron.com
The Long Tail External links:
The Long Tail | WIRED
Home page | The Long Tail Pipe
The long tail of Jim Crow – Salon.com
User generated content External links:
What Is User Generated Content? (with pictures)
USER GENERATED CONTENT TERMS AND CONDITIONS
User Generated Content Marketing Solution | Yotpo
World Federation of Advertisers External links:
World Federation of Advertisers (WFA) | EASA
The World Federation of Advertisers – Ebiquity Opinion
[PDF]World Federation of Advertisers’ Media Charter