Richard Sharp, Director of Marketing, ResponseTek
More and more executives are realizing that their businesses must focus on consistently delivering great customer experiences to build long term success. The concept is almost disconcertingly simple: listen to what you customers think about your products and services and act on their feedback. To succeed, companies must strive to turn satisfied customers into loyal customers, and turn loyal customers into advocates. The rewards for those companies that deliver what their customer are asking for include reduced churn, increased spend, and a growing army of advocates who actively endorse and promote their offerings.
Leading blue chip organizations are adopting customer experience management (CEM) techniques and enjoying the resultant business benefits. Consequently, CEM is quickly climbing the agenda of a growing number of senior executives, who are keen to ensure their companies embrace a competitive advantage.
However, listening to your customers is the easy part; aligning the whole organization to improve the customer experience is the real challenge. Many executives are unsure where to start and lack sufficient visibility about the potential costs and benefits of embarking on a CEM initiative. With this in mind, ResponseTek has developed the Advocacy Index Assessment (AIA) program.
The 90-day program quickly identifies what delights and disappoints your customers and the impact upon customer advocacy (using metrics such as the advocacy index or NPS). Combining our industry-leading on-demand (i.e. no software to install) CEM solution and our professional services expertise, we rapidly help you identify quick wins to improve advocacy, as well as helping you develop a customer experience roadmap tailored to suit your business and customers. Program deliverables include:
- Five quick wins that will most affect retention and advocacy
- Actionable recommendations
- A roadmap for your future CEM strategy
- CEM business case for your organization
To learn more about how ResponseTek can help you build customer advocacy, email us, with AIA in the subject.
