Tom Rieger
Tom Rieger is a Partner and Senior Consultant in Brand Loyalty
Management for The Gallup Organization.
Articles by this Author
Engaging Customers -- All Day, Every Day
- By Tom Rieger
- Published 11/5/2007
- Customer Service
- Unrated
It's tough to exaggerate the importance of customer engagement. Fully
engaged customers deliver a 23% premium over average customers in share
of wallet, profitability, revenue, and relationship growth, according
to Gallup research, while actively disengaged customers represent a 13%
discount on the same measures. Furthermore, workgroups that are in the
top 25% based on their levels of customer engagement outperform the
rest on measures of profit, sales, and growth by a factor of two to one.
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