BOSTON, MA--(Marketwire - October 8, 2009) - A recent study, "
Customer Experience Management: Engaging Loyal
Customers to Evangelize Your Brand," conducted by
Aberdeen Group, a Harte-Hanks Company
(
NYSE:
HHS), explores the undeniable customer centric shift that is forcing
all organizations to rethink customer engagement. "Measuring the customer
experience emerged as the number one strategy all organizations will be
implementing to mitigate challenges with customer satisfaction and the need
to improve customer retention," explains Ian Michiels, Practice Director of
Aberdeen's Customer Management Technology Group and author of the study.
"Ultimately, CEM requires a customer centric shift in the way the entire
organization thinks, not just customer facing roles. The more organizations
can link CEM with improvements in business performance, the more valuable
it will become to inject resources into the organization to manage and
improve the customer experience; these may include technology investments,
headcount additions (to own customer experience improvement), or
consultants." The findings isolate organizations that achieve superior
performance in customer retention and customer satisfaction to identify how
these organizations grow and harvest customer advocates for new customer
acquisition.
"Simply increasing communication with customers is not enough to improve
the customer experience. The organizations that are thriving in this
economy are creating superior customer experiences by showing customers how
their input, opinions, and experiences have been translated into better
customer experiences," explains Ian Michiels. "Every customer experience is
an opportunity to influence customer acquisition, customer retention,
loyalty, and advocacy." CEM strategies help define the relationship between
customer satisfaction, retention, loyalty, and the brand.
A complimentary copy of this report is made available due in part by the
following underwriters: Cincom and Tealeaf. To obtain a complimentary
copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=6196.
Visit
Research.Aberdeen.com for
additional access to complimentary
Customer
Management Research.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers
demonstrable results. Having queried more than 30,000 companies in the
past two years, Aberdeen is positioned to educate users to action: driving
market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen for insights that
drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 854-5200, or to
learn more about
Harte-Hanks,
call (800) 456-9748.
© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Ian Michiels
Aberdeen Harte-Hanks
(925) 264-1824
ian.michiels@aberdeen.com