This Week's Herman Trend Alert Talent Production and Attraction in 2015

The Herman Trend Alert July 8, 2009 Customer Engagement Today and Tomorrow Consumers are spending less---and expecting more. In the third quarter of 2008, US consumer spending fell by 3.1 percent, the steepest decline since 1980. Concurrently, customer satisfaction is suffering. For the past 18 months, the American Customer Satisfaction Index (ACSI) has also decreased. The companies that will survive are the ones that engage their customers. Recently, PeopleMetrics issued its 2009 Most Engaged Customers Study. Focusing on aspects of customer engagement, the report ranked the top-performing companies. The study found "higher levels of customer engagement have a positive impact on the [desired customer] behaviors". Conversely, disengagement has the reverse effect. Specifically, "a fully engaged customer recommends a brand nearly four times more often than does an ambivalent customer". By contrast, an actively disengaged customer will tell an average of three people "to avoid a company and its services". "A fully engaged customer visits that company's website twice as often as an actively disengaged customer and makes three times as many online purchases." Regrettably, engaging customers is more difficult now than in the past. Across the brands that were assessed in both 2008 and 2009, nearly half (13/27) experienced a significant drop in engagement levels (59 to 50 percent). The brands found to be the best at customer engagement in rank order were Ritz-Carlton, Google, The Four Seasons, Netflix.com, Cartier, Armani, Newegg.com, Wegman's Food Market, Coach, and Costco. Three stand-out employers on the list are noted for being employee-centered organizations: Ritz-Carlton, Wegman's, and Costco. These employers put workers "firmly in the center of their service and business strategy". Essentially, the winning industries have more reliable service delivery than the lower performing industries. The big winners in increased engagement were Wal-Mart (14 points) and RadioShack (12 points). In today's economic climate, "getting greater value for one's depleting dollars is paramount". PeopleMetrics is an organization dedicated to helping clients engage their internal and external customers. To purchase the full report, e-mail info@people-metrics.com. Our forecast is that organizations that take care of their employees during this dangerous period will emerge from this contracted economy with a higher market share and a greater ability to recruit top talent. © Copyright 1998- by The Herman Group, Inc. -- reproduction for publication is encouraged, with the following attribution: From "The Herman Trend Alert," by Roger Herman and Joyce Gioia, Strategic Business Futurists. (800) 227-3566 or http://www.hermangroup.com. The Herman Trend Alert is a trademark of The Herman Group, Inc." IS YOUR EMPLOYER AN EMPLOYER OF CHOICE®? Our effective, onsite seminars, workshops, and consulting can help you get there. We offer 1-, 2-, 3-hour, and full-day programs to help you communicate what it takes to become an Employer of Choice® and inspire your folks to get it done. In the future, being an Employer of Choice® will not be optional. Call Carol at 336-210-3547 to arrange a no-obligation conference call. Email info@EmployerOfChoice.com for more information. Or order the electronic version of the Employer of Choice book on your desktop for only $17.80 @ http://hermangroup.com/store/books_all.html#2. EMPLOYERS AND JOBSEEKERS: MARK YOUR CALENDARS Advertise at or attend VetJobs Virtual Career Fairs. VetJobs, the top veterans' job board, and PSI, the premier diversity job fair producer, are teaming up to launch these VeteransCONNECT events. Early employer registration is now open with employer loading by February 15th. Candidate loading begins March 1st. They anticipate 25-30 employers and have an attendee goal of 2,000 skilled jobseekers. Promoted extensively, early registration for this event begins is open NOW. To register or request additional information, please contact VetJobs at 877-838-5627 or e-mail info@vetjobs.com; they will forward an electronic flyer right away. Employers: Mention the Herman Trend Alert to receive a Bonus. CALCULATE THE HIGH COST OF YOUR EMPLOYEE TURNOVER With our Bliss-Gately tool, you can calculate the many hard and soft costs, down to the last penny. Great for justifying your investments in retention! At only $249/computer or $999 for a 6-site license, it is a real bargain! Visit http://www.hermangroup.com/store/software.html to order yours today! Herman Trend Alerts are produced by the Herman Group, strategic business futurists, Certified Management Consultants, authors, and professional speakers. New subscribers are welcome. There is no charge for this public service. The Herman Trend Alert is received by over 30,000 subscribers in 78 countries, in addition to other websites and printed magazines. Do you enjoy receiving this weekly e-mail update? Contact us about our co-branded Trend Alert service. Click here to sign up for the Herman Trend Alert. Subscribe or Unsubscribe to weekly Herman Trend Alert View this week's Herman Trend Alert Archived Weekly Herman Trend Alerts

[ Home · About · Products · Resources · Media ]

Web site design by WebEditor Design Services, Inc.