Why Customer Engagement Matters – Predictive Analytics from Gallup Proprietary Database
July 23, 2014: 6:00 PM - 9:00 PM
Fully engaged customers represent a 23% premium in share of wallet, revenue, and relationship growth. Learn how to accelerate customer engagement to unlock solid profitable growth.
450 Cityfront Plaza
American businesses are among the best run in the world, but Fortune 1000 leaders still haven't mastered organic growth. They talk a good game about growing their customer base, but then they go back to their offices, shut their doors, and either acquire competitors or — worse yet — cut their prices even further. They do this because they've given up on organic growth. This is all wrong. You don't achieve organic growth through acquisitions or price cutting. You accomplish growth by creating many more fully engaged customers — "true believers" in your business.
What percentage of our customer base is fully engaged right now? How many of our customers are true believers? And what exactly do we have to do to double that number?
Customers who are fully engaged represent an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer. Here's another one: Companies that engage both their employees and their customers gain a 240% boost in performance-related business outcomes. Doubling the percentage of your fully engaged customers — your true believers — will boost organic growth, raise your stock price and will transform the very character of your company.
Jordan Katz will provide an in-depth look at customer behaviors, attitudes, wants, and needs in a changing marketplace. He'll also examine how three major industries — banking, retail, and hospitality — have adapted amid the economic downturn. Finally, he will give marketing leaders practical advice on how they can accelerate the engagement of their own customers.
$15 -- Price includes hors d'oeuvres. There will be a cash bar as well.
6:00 PM-7:00 PM: Networking & Hors d'ouevres
7:00 PM-8:30 PM: Presentation, Discussion, Q&A
8:30 PM-9:00 PM: Continued Discussion & Networking
Jordan Katz (Speaker)
Senior Managing Consultant, Gallup
Jordan Katz is a Senior Managing Consultant in Gallup's Chicago Office. In his practice, he focuses on applying Behavioral Economic research to increase enterprise performance by optimizing Workplace, Marketing and Operational strategies around the drivers of Customer and Employee Engagement.
Jordan has managed large scale consulting projects in the food and beverage, manufacturing, consumer products, high tech, financial services and medical device industries while at Gallup, Arthur Andersen, KPMG, BearingPoint, Capgemini and Ocean Tomo.
Jordan received a B.S. from Vanderbilt University and his M.B.A. from the University of Chicago Booth Graduate School of Business.
In his role at Gallup, Jordan is responsible for architecting solutions for new clients and for providing overall strategic direction to client Executives. He acts as a workplace and customer strategy subject matter expert for his portfolio of Fortune 1000 clients. Jordan is also a member of the board of directors for AthLead LLC which creates explosive growth for careers, and companies, by connecting savvy organizations with some of the most talented candidates in the world, Elite Athletes.