In a recent Direct Marketing News article about customer loyalty, I shared my thoughts with the editor about real-time customer engagement. This is a key ingredient when it comes to building brand loyalty.

So we are almost a quarter of the way through the year and yet I’m finding so many organisations are sticking to the same old routine for measuring employee engagement.  Sure, they ask themselves the normal question – which provider should I use this year? But the choices are all so familiar….

When it comes to customer experience, 2012 was a banner year. In 2013, the customer will continue to rein king; only now, businesses will add a new component to the customer feedback loop – creating a new Age of the Internal Customer.