Engaged customers bring a 21% profitability premium to the companies they are engaged with. Engaged employees increase sales by 20%, their absenteeism drops by 41% and safety incidents decrease by 70%. (Gallup 2016 Q12 Meta-Analysis: Ninth Edition)
Still think engagement isn’t important?
Engagement is far more than satisfaction or happiness. It is about emotional commitment. When customers and employees feel engaged and are engaged with a company, they are part of its experience, its adventure. They develop a feeling of pride and a feeling of belonging. They are prepared to go the extra mile to support the company.
The engaged customer will evangelise the company and the brand. The engaged employee will use discretionary effort to solve problems, to drive innovation, and is concerned with the company’s well-being.
Engagement is about people. Technology is the tool to make it successful.