

{"id":4986,"date":"2011-10-26T13:04:40","date_gmt":"2011-10-26T13:04:40","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=4986"},"modified":"2023-09-06T10:04:13","modified_gmt":"2023-09-06T10:04:13","slug":"measuring-customer-engagement-as-a-predictor-of-profitability","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/measuring-customer-engagement-as-a-predictor-of-profitability\/","title":{"rendered":"Measuring customer engagement as a predictor of profitability"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">How are you currently measuring your marketing effectiveness?<\/h2>\n\n\n\n<p>If you&#8217;re like most people, you might measure your marketing effectiveness by looking at your sales and profit numbers. And that isn&#8217;t wrong. &nbsp;It&#8217;s also not the only way to measure the long-term success of your marketing program.<\/p>\n\n\n\n<p>Steve Jobs and his biography have been the topic in the news this week and one of the conversations inside of these interviews has been his decision to keep Apple a closed platform. &nbsp;There was a time when just looking at Apple&#8217;s sales and profits numbers would have made him wrong. &nbsp;Yet, in the long term, his marketing strategy of having a closed platform allowed for a smooth, effortless, and seamless connectivity across multiple devices.<\/p>\n\n\n\n<p>Jobs took a stand and focused his efforts on building an engaged and loyal customer following. Without his dedication to his customer evangelists, his strategy would have failed miserably.<\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/4986&amp;lang=en&amp;cat=cx-2\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The power of customer engagement<\/h2>\n\n\n\n<p>This is a great example that while dollars are one way to measure success &#8211; there are other ways and this is where measuring feedback either in the form of a survey or crowdsourcing project will give you some of that additional marketing contexts within which you can measure the effectiveness of your marketing strategy.<\/p>\n\n\n\n<p>You can measure <a title=\"Engage Customers and Generate Leads \u2013 Yeah Your Survey Can Do&nbsp;That\" href=\"https:\/\/www.questionpro.com\/blog\/top-customer-engagement-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement <\/a>or loyalty as recommended by <a href=\"https:\/\/www.gallup.com\/home.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">Gallup<\/a> and Reicheld&#8217;s <a title=\"The Marketers Guide to an ISO-Ready Customer Satisfaction Survey That Actually Improve Your&nbsp;Sales\" href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\">net promoter score<\/a>. &nbsp; Customer engagement and loyalty are infinitely more powerful predictors of profitability than what we&#8217;ve been used to. It&#8217;s easy to poo questions that measure a customer&#8217;s emotional attachment because they aren&#8217;t perceived as hard data.<\/p>\n\n\n\n<p>But now that we know from all the extensive brain science research that every purchasing decision is, in fact, emotional, then shouldn&#8217;t we be measuring emotional attachment to our brand?<\/p>\n\n\n\n<p>Customer engagement is also a wonderful tool for developing long-term <a href=\"https:\/\/www.questionpro.com\/blog\/brand-measurement\/\">brand measurement<\/a> strategies because it will show you where and how to differentiate your offer to your most profitable customers, inspire your target customers and connect in a way that builds relationships with them.<\/p>\n\n\n\n<p>Looking to start a survey? Check out these <a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\" target=\"_blank\" rel=\"noopener\">free customer satisfaction survey templates<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Here are the 11 Questions Outlined by the Gallup Customer Engagement Survey<\/h2>\n\n\n\n<ol>\n<li>Overall, how satisfied are you with [Brand]?<\/li>\n\n\n\n<li>How likely are you to continue to choose\/repurchase\/repeat (if needed) [Brand]?<\/li>\n\n\n\n<li>How likely are you to recommend [Brand] to a friend\/associate?<\/li>\n\n\n\n<li>[Brand] is a name I can always trust.<\/li>\n\n\n\n<li>[Brand] always delivers on what they promise.<\/li>\n\n\n\n<li>[Brand] always treats me fairly.<\/li>\n\n\n\n<li>If a problem arises, I can always count on [Brand] to reach a fair and satisfactory resolution.<\/li>\n\n\n\n<li>I feel proud to be a [Brand] [customer\/shopper\/user\/owner].<\/li>\n\n\n\n<li>[Brand] always treats me with respect.<\/li>\n\n\n\n<li>[Brand] is the perfect [company\/product\/brand\/store] for people like me.<\/li>\n\n\n\n<li>I can\u2019t imagine a world without [Brand].<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Ideas on how to apply customer engagement to your feedback<\/h2>\n\n\n\n<p>There are obvious benefits to following the Gallup methods and licensing their process. &nbsp;But if you don&#8217;t have the dollars for that, look at ways that you can apply the principles behind customer engagement to your own process.<\/p>\n\n\n\n<p>One option is to create a basic<a href=\"https:\/\/www.surveyanalytics.com\/t\/AFlswZL2tF\" target=\"_blank\" rel=\"noopener noreferrer\"> matrix question using these 11 attributes<\/a>. &nbsp;It&#8217;s easy enough to insert into an existing survey or to simply run on its own. &nbsp;For more detailed information on how to use customer engagement, you can read this article from Gallup that discusses the intricacies of measuring <a href=\"https:\/\/www.questionpro.com\/blog\/top-customer-engagement-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement<\/a>.<\/p>\n\n\n\n<p>What other ways are you measuring your marketing success? &nbsp;Share your strategies in the comments below.<\/p>\n\n\n\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using&nbsp;<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX software<\/span><\/a><span data-preserver-spaces=\"true\">&nbsp;today.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How are you currently measuring your marketing effectiveness? If you&#8217;re like most people, you might measure your marketing effectiveness by [&hellip;]<\/p>\n","protected":false},"author":128,"featured_media":17723,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Measuring customer engagement as a predictor of profitability | QuestionPro<\/title>\n<meta name=\"description\" content=\"How are you currently measuring your marketing effectiveness?\u00a0If you&#039;re like most people, you might measure by looking at your sales and profit numbers. Read more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/measuring-customer-engagement-as-a-predictor-of-profitability\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Measuring customer engagement as a predictor of profitability | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"How are you currently measuring your marketing effectiveness?\u00a0If you&#039;re like most people, you might measure by looking at your sales and profit numbers. 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