How Can Leaders Engage Customers In The COVID-19 Era? [Forbes]
Meta Platforms, Inc. - Class A (FB)
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Source: Forbes
Woman selecting face smile on smart phone customer service survey.GettyWhile the coronavirus has eliminated the majority of face-to-face business interactions around the world, it has not eliminated the need for companies to engage their customers. In fact, customer engagement has never been more vital: Not only might it help companies develop alternative streams of revenue in the current moment, but it could also offer a significant advantage when the economy reopens.Research fromGallupshows that engaged B2C customers “return a 23% premium in terms of share of wallet, profitability, revenue and relationship growth over the average customer,” and that engaged B2B customers lead to 50% greater revenue, 34% higher profitability, and 63% lower customer attrition.Just like you, your customers are enduring massive upheaval,” wroteJennifer Robison, a senior editor at Gallup. “They're making difficult decisions too: who can be trusted, who will help make things better, who keeps their promis
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