Temkin Group Finds That Customer Engagement is Completely Neglected

Newton, MA, June 30, 2010 --(PR.com)-- In a newly published blog post called "Customer Engagement Phase Is Completely Neglected," Temkin Group identified a missing step in the marketing funnel called the "Engagement Phase."

"Companies spend a lot of time and money acquiring customers, but they often forget about them once they decide to buy. The post-purchase period, what we call the Engagement Phase, is a critical time for building customer relationships," stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

Temkin Group defined the Engagement Phase as the period between the point of sale (PoS) and the point of value (PoV). Unlike PoS which is a term that is well understood inside most companies, PoV is a new concept. Temkin Group defined the PoV as: The point at which customers get the value they were expecting from their purchase and are satisfied with their decision.

The full post can be found on the blog Customer Experience Matters (http://experiencematters.wordpress.com).

According to Temkin: "Companies need to stop behaving like a sale is the ultimate goal and focus on what’s really important, making customers happy with their decision to become customers."

For more information about Temkin Group, visit http://www.temkingroup.com.

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