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

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

Detailed Course Description

(design and creation being planned) 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

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