Implementing a Customer Feedback Intelligence Program

Topics Covered in Course

  • Determining your overall customer strategy
  • Internal support initiatives
  • Top reasons customers leave you
  • Defining customer relationship types
  • Defining your different types and needs from customers
  • Linking customer types with tactical plans
  • Steps to become a trusted advisor to your customers
  • Linking trust to customer commitment
  • Steps for cultivating shared values
  • Campaigns to implement and manage
  • Proactive versus reactive and impact to trust
  • Leveraging automation in your feedback program
  • Defining customer Key Performance Indicators (KPI's)
  • Customers and your online experience
  • Linking client focused KPI's to all aspects of your organization
  • Key metrics for establishing a feedback intelligence program
  • Integrating latest technologies to keep customers engaged
  • Measuring techniques for your feedback program
  • Impacts of leveraging a customer advisory board
  • Obtaining information metrics from customers
  • Perception value scores
  • Converting information to intelligence
  • Plus/minus Gap Score interpretation
  • Organizational impact analysis
  • Assigning intelligence to different internal groups
  • Customer loyalty classification, calculation, and assessment
  • Monitoring your feedback program

Templates Included

  1. Customer Relationship Classification Template
  2. Defining Customer Types Template
  3. Top Trends in Customer Relationship Techniques
  4. Steps to Implement a Feedback Intelligence Program
  5. Creating Measurable and Actionable KPI's
  6. Plus/Minus Gap Score Example
  7. Top Reasons Why Your Customers Leave You

Detailed Course Description

One of the largest challenges facing organizations is the need to maximize customer engagement and increase revenue while minimizing the cost of delivering an outstanding customer experience. With rising customer acquisition costs, organizations are turning towards intelligence feedback programs to innovate and assume a proactive role in retaining clients.

Acquiring new customers can cost organizations as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the life of a retained customer is added incentive for organizations to allocate more resources to sharpening their customer retention strategies.

This online course will allow you to implement a customer intelligence feedback solution to capture your customer interactions, feedback mechanisms, and map the entire customer journey across multiple channels of your organization. The solution will allow your organization to deliver consistent, contextual, and personalized customer experiences while providing a competitive advantage for enhancing enterprise performance, customer and employee engagement, and consumer loyalty.

 

 

 

Available:

Level: 
Intermediate
Category: 
Customers