Editando KPI - Customer engagement (CE) (seção)

== Tips/warnings ==
Although customer engagement is typically measured and reported annually, organisations might consider surveying customers more frequently (say 10% of customers 10 times per year) so as to get a picture of how engagement is progressing, especially in light of performance improvement interventions launched to drive up the engagement score. For many organisations a once-a-year metric might be insufficient for maintaining a competitive edge. To gain a richer picture of relationships with customers, organisations should also ensure that they conduct qualitative assessments (through focus groups, etc.) to complement/validate the quantitative results. Those organisations that deploy the Gallup customer engagement survey might consider using it alongside Gallup’s employee engagement survey (see employee engagement KPI on page 269). Employees ultimately drive customer engagement and Gallup research has found that business units that score above its database median on both customer and employee engagement significantly outperform units that rank in the bottom half on both measures. Gallup calls this performance optimisation. 

=== References ===
www.gallup.com/consulting/49/customer-engagement.aspx Bernard Marr, The Intelligent Company: Five Steps to Success with Evidence-based Management. John Wiley, Chichester, 2010. www.ap-institute.co
[[Categoria:KPI]]
[[Categoria:KPI - Perspectiva do cliente]]
[[Categoria:Planejamento]]