Amazon and Alphabet take the top two spots in Forbes Insights’ “50 Most Engaged Companies” List

In a recent report, Forbes Insights revealed how leaders in the B2B  and B2C industries measure their success with customer engagement. The report titled, “The New Rules of Customer Engagement: How Leading Companies Are Connecting With Customers to Drive Greater Growth”, demonstrated that leading companies are 4X more likely to register 10% growth and 3X more likely to achieve higher annual acquisition rates – between  5% and 25%. Following closely on the heels of the report, Forbes Insights, in association with Pegasystems Inc., has released its inaugural “50 Most Engaged Companies” list, which highlights companies currently leading in customer engagement.

Internet giants Amazon and Alphabet take the top two spots. Starbucks ranks No. 3, followed by Foot Locker and Alaska Air Group. The list includes B2C and B2B companies.

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Companies were ranked based on the following: social media engagement, Net Promoter Scores (NPS), and year-on-year sales growth.

Bruce Rogers, Chief Insights Officer, Forbes Media, said, “Our research shows that customer engagement is at the heart of every CEO’s digital transformation initiative. That’s why we are so pleased to partner with Pega to quantify and identify companies leading in this area.”

Tom Libretto, CMO, Pegasystems, said, “We’re excited to partner with Forbes Insights in defining exceptional customer engagement and the benefits that accrue to organizations that get it right. Working with many of the world’s leading brands that together manage billions of customer interactions, has given us a front-row view to both the best and worst practices.  We’re delighted to bring that expertise to this initiative.”

Below is the list of the top 20 companies.

The Top 20 Most Engaged Companies:

Methodology

To develop the 50 Most Engaged Companies List, Forbes Insights followed a rigorous methodology utilizing a significant amount of data and extensive editorial experience. The ranking consisted of the US-based companies from the Forbes Global 2000 list across three equally weighted dimensions: social media engagement, Net Promoter Scores (NPS) and year-over-year sales growth. Forbes Insights partnered with Sprinklr, who provided data from the Sprinklr Business Index (SBI®), which measures and analyzes the breadth of public interactions between brands and consumers across social media. Forbes Insights also partnered with Temkin Group, a leading customer experience research, consulting, and training firm, who provided data on Net Promoter Scores (NPS) and customer loyalty.

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The Forbes Insights report suggests how defined purpose, cultural transformation, and consistency, would be key to success with better customer engagement. Customer engagement, by all means, is no longer a make-shift arrangement; it’s the immediate priority to become an ever-growing company that nurtures customers with delight

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