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CUSTOMER LOYALTY MANAGEMENT
Did you just lose one of your top customers and never saw it coming? Have you ever thought you were satisfying your customers, only to learn they were unsatisfied and went to the competition? With Profiles LoyaltyPro™ you will know when your customers are unsatisfied and at risk of leaving before they’re gone.
Process - Predictable, repeatable, measurable (means to gather customer feedback)
Methodology - Utilization in the survey of appropriate loyalty indicators (Seven Factors of Building Extreme Customer Loyalty)
System - The tool to gather and analyze data
What is Profiles LoyaltyPro™?
As obvious as it may seem, to effectively manage an account it is critical to have a quantitative measurement of key data points within the account. Profiles LoyaltyPro™ is a process, methodology and system. It is a web based customer loyalty surveying tool that measures key indicators that predict the staying power of the customer from the view of multiple points of contact. Profiles LoyaltyPro™ system serves four basic functions:
Collects, reports, and analyzes voice of the customer intelligence
Measures key relationship dependencies between customer and supplier that determine loyalty
Provides organizations with a Loyalty Index; a number between 0-100 that correlates to the risk of attrition (probability of losing the customer!)
Generates the critical knowledge that influence the strategic account plan
1. Emotional Dependence - the psychological commitment from the customer
2. Structural Dependence - the operational dependence of the relationship
3. Business Dependence - the marketing position of the relationship
4. Satisfaction - how well your organization performed during a recent event
5. Performance - how a product/solution holds up to expectations
6. Economic Value Proposition - the financial implications of the relationship
7. Alignment and Fit - characteristics that indicate a good fit between the buyer and supplier
Web-based custom surveys with survey tracking
Translation capabilities
Dynamic/customizable dashboard(s) that are tailored to organization’s needs and are easy to analyze
Roll-up Gap Analysis providing summary of ratings, section, answer counts, comments and customer loyalty
Query based filters user/administrator level and shared across the application
Built-in standard reports
Custom reports are easy to develop
User-defined email templates
User-defined exports into Microsoft Excel
Did you just lose one of your top customers and never saw it coming? Have you ever thought you were satisfying your customers, only to learn they were unsatisfied and went to the competition? With Profiles LoyaltyPro™ you will know when your customers are unsatisfied and at risk of leaving before they’re gone.
Process - Predictable, repeatable, measurable (means to gather customer feedback)
Methodology - Utilization in the survey of appropriate loyalty indicators (Seven Factors of Building Extreme Customer Loyalty)
System - The tool to gather and analyze data
What is Profiles LoyaltyPro™?
As obvious as it may seem, to effectively manage an account it is critical to have a quantitative measurement of key data points within the account. Profiles LoyaltyPro™ is a process, methodology and system. It is a web based customer loyalty surveying tool that measures key indicators that predict the staying power of the customer from the view of multiple points of contact. Profiles LoyaltyPro™ system serves four basic functions:
Collects, reports, and analyzes voice of the customer intelligence
Measures key relationship dependencies between customer and supplier that determine loyalty
Provides organizations with a Loyalty Index; a number between 0-100 that correlates to the risk of attrition (probability of losing the customer!)
Generates the critical knowledge that influence the strategic account plan
1. Emotional Dependence - the psychological commitment from the customer
2. Structural Dependence - the operational dependence of the relationship
3. Business Dependence - the marketing position of the relationship
4. Satisfaction - how well your organization performed during a recent event
5. Performance - how a product/solution holds up to expectations
6. Economic Value Proposition - the financial implications of the relationship
7. Alignment and Fit - characteristics that indicate a good fit between the buyer and supplier
Web-based custom surveys with survey tracking
Translation capabilities
Dynamic/customizable dashboard(s) that are tailored to organization’s needs and are easy to analyze
Roll-up Gap Analysis providing summary of ratings, section, answer counts, comments and customer loyalty
Query based filters user/administrator level and shared across the application
Built-in standard reports
Custom reports are easy to develop
User-defined email templates
User-defined exports into Microsoft Excel
