SYSTEM AND METHOD FOR EVALUATING AND INCREASING CUSTOMER ENGAGEMENT

摘要

A method and system for determining and improving the engagement between a customer and a company offering products and/or services is disclosed. As part of the process, a customer engagement score (“CES”) is calculated. The CES is a composite number that is used to measure how engaged and loyal a company's customers are. Each customer has their unique CES based on activity, relationship, usage of company product and services, rewards and their emotional and rational engagement with the company. Based on the CES, at least one recommended action to improve customer engagement is provided.

主权项

1. A method for evaluating and improving customer engagement, comprising:
receiving transaction-related information for a plurality of customers; identifying, based on the transaction-related information, a segment from a set of segments applicable to at least one of the plurality of customers; selecting a list of preferred variables for determining a customer engagement score and determining the best value for each variable in the preferred list of variables; calculating a customer engagement score for at least one of the plurality of customers; and determining at least one recommendation to improve engagement for at least one of the plurality of customers, the recommendation based at least in part on the analysis of the customer engagement score and the identified segment for the at least one of the plurality of customers.