DHL’s Insanely Customer-Centric Culture Getting Customers Engaged

Today, businesses of all sizes are re-thinking the way they deliver customer service and how they measure its success.  In fact, in an era defined by the rise of social media and e-commerce, traditional concepts of customer satisfaction and loyalty have been quickly replaced by the notion of customer engagement. Not surprisingly, according to Gallup, fully engaged customers represent a 23% premium in revenue and growth for an average company. Before we get ahead of ourselves, let’s consider what customer engagement is really all about: an Inc.com article says customer engagement isn’t about customer touch points but rather…