Would Your Consumers Choose You? How To Measure Customer Service & Consumer Engagement

Over five years ago, I asked a question that still resonates with many provider organization executives today: If Consumers Have a Choice, Will They Choose You? In the years since I’ve written that article, I’ve heard many executives reflect on that question and wonder about the answer. And I would argue that it is not only a question that has become more resonant today, but also a challenge determining how you measure the answer.

Getting a complete picture of the consumer perspective requires routinely and accurately measuring both customer satisfaction and consumer engagement. What’s the difference? As . . .