The document is a presentation by Shara Curlett from REVX NZ Ltd about customer engagement strategies. It discusses the empowered modern customer and importance of customer obsession. It provides examples of key performance indicators used to measure customer engagement. Finally, it outlines various marketing channels and considerations for return on investment and impact for promoting customer engagement.

1. Presented by Shara Curlett
www.revx.co.nz
© REVX NZ Ltd

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40. ...empowered buyers
that demand a new
level of customer
obsession
‘Competitive Strategy in the Age of the Customer’ – Forrester, June 2011

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66. (example only)
Quality of Member
Engagement
(i.e. Referral rates,
conversion rates, etc.)
Average # visits
Capacity and
Capability of
Workforce
(i.e. Staff training,
meeting attendance,
etc.)
Service Excellence
(i.e. resulting from
staff training)
Complaints
received
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83. Maximise
Leverage
Tell the
World
Assess
Time vs.
Return
Communicate
Effectively
Reinforce your
Brand
Intelligent
Risk-Taking
Agility
Quality Control
Future thinking
Embrace
Creativity
Ask & Listen
Surprise
& Delight
Stand Out
Cultivate
Friendships
Customer
Engagement
Be Real
Re-Imagination
Get Noticed
© REVX NZ Ltd

92. customer is

94. sometimes simple is better

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99. it’s about

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108. Social Media
Advertising (broad)
Content-Focus
Promotions
Face-to-Face
Events
Subscription
PR
Sales
Media Releases
Affiliate
Re-brand
Referral
Going “Viral”
Directory/Listings
Website (broad)
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113. Blog
MOD
MOD
Magazine article
LOW
EASY
Facebook Posts
LOW
DIFF.
Radio Show
MOD
EASY
Goodle Advertising
MOD
MOD
December campaign
HIGH
DIFF.
© REVX NZ Ltd

114. Blog Article
$0
MOD
MOD
Website Hits
# Hits
# Hits
Facebook
Posts
$0
LOW
DIFF.
Engagement
% Engage
% Engage
Newspaper
$1000
MOD
HIGH
Response Rate
# Respond
# Respond
Flyer Drop
$500
MOD
MOD
Sales
# Sales
# Sales
© REVX NZ Ltd

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119. www.revx.co.nz