There is a powerful link between engagement and business outcomes
Hubspot’s CHI is an innovative way to objectively measure behavioral actions by a customer.Larry Streeter and I worked on what the CHI model would look like if you added in traditional satisfaction scoring (NPS or C-SAT). Adding subjective scoring provides a customer’s “trust” score of your organization. The two combined create a power way to determine possible next steps to take with customer.
During my conference speaking adventures, I was thinking about emotional/behavioral scoring, with the additional of understanding the customer’s ability to project/promote/propel your organizations reputation (Amplitude).Amplitude can work with or against an organization depending on where the customer fits in the prior scoring model.
Engagement coupled with Satisfaction represents the“perfect marriage” Brand Advocates / A subjective Inactive Fans and Champions NPS/C-Sat emotional score provided by customer – measures Lower Interest Active Participants depth of relationship CSI Score An objective and behavioral activity/engagement score – measures interaction
Future steps include using customer’s social graphs to understand how loud they can speak their mind Customer’s ability to project Brand emotionalA subjective Inactive Fans Advocates / sentiment & and Champions activity NPS/C-Sat emotional through score social graphprovided bycustomer – measures Lower Interest Active Participants depth ofrelationship CHI Score An objective and behavioral activity/engagement score – measures interaction
Contact Info Michael Pace Director of Customer Support & Community Management Constant Contact Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text: SOCSERVICE to 22828 14