Suche senden
Hochladen
Managing Customer Loyalty - Micro and Macro Approach
•
3 gefällt mir
•
2,103 views
Business Over Broadway
Folgen
Business
Technologie
Melden
Teilen
Melden
Teilen
1 von 20
Empfohlen
A questionnaire for training and development 3
A questionnaire for training and development 3
Rashi Joshi
Career & Talent Management in Unilever Bangladesh Ltd.
Career & Talent Management in Unilever Bangladesh Ltd.
Assignment Junction
Measuring Customer Satisfaction
Measuring Customer Satisfaction
MARY MALASZEK
Job satisfaction questionnaire[1]
Job satisfaction questionnaire[1]
Keshab Dahal
A study of consumer behavior towards reliance trends
A study of consumer behavior towards reliance trends
Dharmraj Yadav
Retail operation in Reliance Trends and its impact on customer satisfaction
Retail operation in Reliance Trends and its impact on customer satisfaction
Subhajit Sar
A project report on training & development.
A project report on training & development.
akhon bekar
Hr audit
Hr audit
Seta Wicaksana
Empfohlen
A questionnaire for training and development 3
A questionnaire for training and development 3
Rashi Joshi
Career & Talent Management in Unilever Bangladesh Ltd.
Career & Talent Management in Unilever Bangladesh Ltd.
Assignment Junction
Measuring Customer Satisfaction
Measuring Customer Satisfaction
MARY MALASZEK
Job satisfaction questionnaire[1]
Job satisfaction questionnaire[1]
Keshab Dahal
A study of consumer behavior towards reliance trends
A study of consumer behavior towards reliance trends
Dharmraj Yadav
Retail operation in Reliance Trends and its impact on customer satisfaction
Retail operation in Reliance Trends and its impact on customer satisfaction
Subhajit Sar
A project report on training & development.
A project report on training & development.
akhon bekar
Hr audit
Hr audit
Seta Wicaksana
A study on job rotation on employees at syndicate bank
A study on job rotation on employees at syndicate bank
Projects Kart
International Business Management-Final Project-Nishat Linen
International Business Management-Final Project-Nishat Linen
Yamna Rashid
Ch 07 performance appraisal
Ch 07 performance appraisal
Bituin Faecho
Project on study of employees job satisfaction
Project on study of employees job satisfaction
Rijil Radhakrishnan
Human Resource Training and Development
Human Resource Training and Development
Joey Miñano
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
pankaj8108
SWOT Analysis Pantaloons Branding research.pptx
SWOT Analysis Pantaloons Branding research.pptx
Adnanpatel21
Burke & litwin 1992 jom_org change
Burke & litwin 1992 jom_org change
Roy Joshua
Retention strategy
Retention strategy
Supriya Sharma
3. consumer perception
3. consumer perception
Suzana Vaidya
A project report on service quality
A project report on service quality
Projects Kart
Employee retention hr project in brandix
Employee retention hr project in brandix
lakshmanrao46
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
Srihari Reddy
Utsav Mahendra : Customer Feedback and Service Recovery
Utsav Mahendra : Customer Feedback and Service Recovery
Utsav Mahendra
Balanced scorecard
Balanced scorecard
Sakthivel R
Job design
Job design
Ashish Chaulagain
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
Cibin Mathew
RELIANCE HR POLICIES
RELIANCE HR POLICIES
NavyatejaswiMuppalla
Performance Appraisal
Performance Appraisal
priyanka2803
Swot analysi on bangladesh leather industry and case study of productivity ga...
Swot analysi on bangladesh leather industry and case study of productivity ga...
Md Faridujaman Nayeem
Customer Relationship Diagnostic: Sample Report
Customer Relationship Diagnostic: Sample Report
Business Over Broadway
RAPID Loyalty Measurement
RAPID Loyalty Measurement
Business Over Broadway
Weitere ähnliche Inhalte
Was ist angesagt?
A study on job rotation on employees at syndicate bank
A study on job rotation on employees at syndicate bank
Projects Kart
International Business Management-Final Project-Nishat Linen
International Business Management-Final Project-Nishat Linen
Yamna Rashid
Ch 07 performance appraisal
Ch 07 performance appraisal
Bituin Faecho
Project on study of employees job satisfaction
Project on study of employees job satisfaction
Rijil Radhakrishnan
Human Resource Training and Development
Human Resource Training and Development
Joey Miñano
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
pankaj8108
SWOT Analysis Pantaloons Branding research.pptx
SWOT Analysis Pantaloons Branding research.pptx
Adnanpatel21
Burke & litwin 1992 jom_org change
Burke & litwin 1992 jom_org change
Roy Joshua
Retention strategy
Retention strategy
Supriya Sharma
3. consumer perception
3. consumer perception
Suzana Vaidya
A project report on service quality
A project report on service quality
Projects Kart
Employee retention hr project in brandix
Employee retention hr project in brandix
lakshmanrao46
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
Srihari Reddy
Utsav Mahendra : Customer Feedback and Service Recovery
Utsav Mahendra : Customer Feedback and Service Recovery
Utsav Mahendra
Balanced scorecard
Balanced scorecard
Sakthivel R
Job design
Job design
Ashish Chaulagain
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
Cibin Mathew
RELIANCE HR POLICIES
RELIANCE HR POLICIES
NavyatejaswiMuppalla
Performance Appraisal
Performance Appraisal
priyanka2803
Swot analysi on bangladesh leather industry and case study of productivity ga...
Swot analysi on bangladesh leather industry and case study of productivity ga...
Md Faridujaman Nayeem
Was ist angesagt?
(20)
A study on job rotation on employees at syndicate bank
A study on job rotation on employees at syndicate bank
International Business Management-Final Project-Nishat Linen
International Business Management-Final Project-Nishat Linen
Ch 07 performance appraisal
Ch 07 performance appraisal
Project on study of employees job satisfaction
Project on study of employees job satisfaction
Human Resource Training and Development
Human Resource Training and Development
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
PROJECT ON PERFORMANCE MANAGEMENT SYSTEM
SWOT Analysis Pantaloons Branding research.pptx
SWOT Analysis Pantaloons Branding research.pptx
Burke & litwin 1992 jom_org change
Burke & litwin 1992 jom_org change
Retention strategy
Retention strategy
3. consumer perception
3. consumer perception
A project report on service quality
A project report on service quality
Employee retention hr project in brandix
Employee retention hr project in brandix
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
CUSTOMER BUYING BEHAVIOUR AT PANTALOONS
Utsav Mahendra : Customer Feedback and Service Recovery
Utsav Mahendra : Customer Feedback and Service Recovery
Balanced scorecard
Balanced scorecard
Job design
Job design
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
Marketing management-by-philip-kotler-719-slides-1234238345990514-2 untitled9...
RELIANCE HR POLICIES
RELIANCE HR POLICIES
Performance Appraisal
Performance Appraisal
Swot analysi on bangladesh leather industry and case study of productivity ga...
Swot analysi on bangladesh leather industry and case study of productivity ga...
Ähnlich wie Managing Customer Loyalty - Micro and Macro Approach
Customer Relationship Diagnostic: Sample Report
Customer Relationship Diagnostic: Sample Report
Business Over Broadway
RAPID Loyalty Measurement
RAPID Loyalty Measurement
Business Over Broadway
Customer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond Philosophy
BeyondPhilosophyUSA
Your Renewals Businesses as an App Innovator (December 13, 2016)
Your Renewals Businesses as an App Innovator (December 13, 2016)
Salesforce Partners
ICSA Presentation Sept 2010
ICSA Presentation Sept 2010
Organizational Development & Change Management
B P S008 Thayer 091907
B P S008 Thayer 091907
Dreamforce07
strategicaccountmanagement-sam-.pdf
strategicaccountmanagement-sam-.pdf
HusamHamdan4
Customer Loyalty Measurement Program
Customer Loyalty Measurement Program
Dunn Solutions Group
What Every Executive Wants You to Know About Successfully Selling to the Top
What Every Executive Wants You to Know About Successfully Selling to the Top
McGraw-Hill Professional
Cloudforce Essentials Brisbane 2012 - Business Success for SMBs
Cloudforce Essentials Brisbane 2012 - Business Success for SMBs
Salesforce_APAC
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
Organizational Development & Change Management
B2B Strategic Account Management - SAM
B2B Strategic Account Management - SAM
Ian Dainty
Developing a Customer Centric Research Program
Developing a Customer Centric Research Program
Business Over Broadway
HR Fractional HR Services for the Mid-Market Report
HR Fractional HR Services for the Mid-Market Report
Charles Bedard
Customizing the Finance Shared Services Model to align with Organization Obje...
Customizing the Finance Shared Services Model to align with Organization Obje...
Kenny Ong
Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides
SlideTeam
How to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management Organization
Gainsight
Service Excellence Powerpoint Presentation Slides
Service Excellence Powerpoint Presentation Slides
SlideTeam
Chief Customer Boot Camp: Evaluate Your Company Power Core
Chief Customer Boot Camp: Evaluate Your Company Power Core
Jeanne Bliss
Patrice-Baugh-CUSTOMER-SERVICEINSIDE-SALES
Patrice-Baugh-CUSTOMER-SERVICEINSIDE-SALES
Patrice Baugh
Ähnlich wie Managing Customer Loyalty - Micro and Macro Approach
(20)
Customer Relationship Diagnostic: Sample Report
Customer Relationship Diagnostic: Sample Report
RAPID Loyalty Measurement
RAPID Loyalty Measurement
Customer Experience Metrics - Beyond Philosophy
Customer Experience Metrics - Beyond Philosophy
Your Renewals Businesses as an App Innovator (December 13, 2016)
Your Renewals Businesses as an App Innovator (December 13, 2016)
ICSA Presentation Sept 2010
ICSA Presentation Sept 2010
B P S008 Thayer 091907
B P S008 Thayer 091907
strategicaccountmanagement-sam-.pdf
strategicaccountmanagement-sam-.pdf
Customer Loyalty Measurement Program
Customer Loyalty Measurement Program
What Every Executive Wants You to Know About Successfully Selling to the Top
What Every Executive Wants You to Know About Successfully Selling to the Top
Cloudforce Essentials Brisbane 2012 - Business Success for SMBs
Cloudforce Essentials Brisbane 2012 - Business Success for SMBs
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
B2B Strategic Account Management - SAM
B2B Strategic Account Management - SAM
Developing a Customer Centric Research Program
Developing a Customer Centric Research Program
HR Fractional HR Services for the Mid-Market Report
HR Fractional HR Services for the Mid-Market Report
Customizing the Finance Shared Services Model to align with Organization Obje...
Customizing the Finance Shared Services Model to align with Organization Obje...
Service Excellence PowerPoint Presentation Slides
Service Excellence PowerPoint Presentation Slides
How to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management Organization
Service Excellence Powerpoint Presentation Slides
Service Excellence Powerpoint Presentation Slides
Chief Customer Boot Camp: Evaluate Your Company Power Core
Chief Customer Boot Camp: Evaluate Your Company Power Core
Patrice-Baugh-CUSTOMER-SERVICEINSIDE-SALES
Patrice-Baugh-CUSTOMER-SERVICEINSIDE-SALES
Mehr von Business Over Broadway
What MBA Students Need to Know about CX, Data Science and Surveys
What MBA Students Need to Know about CX, Data Science and Surveys
Business Over Broadway
Investigating data scientists
Investigating data scientists
Business Over Broadway
In a Word: The Customer Sentiment Index
In a Word: The Customer Sentiment Index
Business Over Broadway
The Hidden Bias in Customer Metrics
The Hidden Bias in Customer Metrics
Business Over Broadway
Big Data and Customer Experience
Big Data and Customer Experience
Business Over Broadway
Big Data - What it Really Means for VOC and Customer Experience Professionals
Big Data - What it Really Means for VOC and Customer Experience Professionals
Business Over Broadway
Improving the customer experience using big data customer-centric measurement...
Improving the customer experience using big data customer-centric measurement...
Business Over Broadway
Customer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
Big Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience Management
Business Over Broadway
Asking the Right CX Questions: Optimizing your Customer Relationship Survey
Asking the Right CX Questions: Optimizing your Customer Relationship Survey
Business Over Broadway
Linkage Analysis in Customer Feedback Programs
Linkage Analysis in Customer Feedback Programs
Business Over Broadway
Competitive Analytics that Drive Customer Loyalty
Competitive Analytics that Drive Customer Loyalty
Business Over Broadway
Validation of Customer Survey
Validation of Customer Survey
Business Over Broadway
Building a Customer Feedback Program
Building a Customer Feedback Program
Business Over Broadway
Mehr von Business Over Broadway
(14)
What MBA Students Need to Know about CX, Data Science and Surveys
What MBA Students Need to Know about CX, Data Science and Surveys
Investigating data scientists
Investigating data scientists
In a Word: The Customer Sentiment Index
In a Word: The Customer Sentiment Index
The Hidden Bias in Customer Metrics
The Hidden Bias in Customer Metrics
Big Data and Customer Experience
Big Data and Customer Experience
Big Data - What it Really Means for VOC and Customer Experience Professionals
Big Data - What it Really Means for VOC and Customer Experience Professionals
Improving the customer experience using big data customer-centric measurement...
Improving the customer experience using big data customer-centric measurement...
Customer Experience Management for Startups
Customer Experience Management for Startups
Big Data has Big Implications for Customer Experience Management
Big Data has Big Implications for Customer Experience Management
Asking the Right CX Questions: Optimizing your Customer Relationship Survey
Asking the Right CX Questions: Optimizing your Customer Relationship Survey
Linkage Analysis in Customer Feedback Programs
Linkage Analysis in Customer Feedback Programs
Competitive Analytics that Drive Customer Loyalty
Competitive Analytics that Drive Customer Loyalty
Validation of Customer Survey
Validation of Customer Survey
Building a Customer Feedback Program
Building a Customer Feedback Program
Kürzlich hochgeladen
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst Summit
Holger Mueller
HONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael Hawkins
Michael W. Hawkins
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
Workforce Group
M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.
Aaiza Hassan
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Seo
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
lizamodels9
Event mailer assignment progress report .pdf
Event mailer assignment progress report .pdf
tbatkhuu1
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSM
Ravindra Nath Shukla
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
anilsa9823
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
amitlee9823
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Lviv Startup Club
KYC-Verified Accounts: Helping Companies Handle Challenging Regulatory Enviro...
KYC-Verified Accounts: Helping Companies Handle Challenging Regulatory Enviro...
Any kyc Account
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
Call Girls In Delhi Whatsup 9873940964 Enjoy Unlimited Pleasure
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Dipal Arora
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
Roland Driesen
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
Renandantas16
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
rwgiffor
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insights
seri bangash
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
Forklift Trucks in Minnesota
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
priyanshujha201
Kürzlich hochgeladen
(20)
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst Summit
HONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael Hawkins
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Event mailer assignment progress report .pdf
Event mailer assignment progress report .pdf
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSM
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
KYC-Verified Accounts: Helping Companies Handle Challenging Regulatory Enviro...
KYC-Verified Accounts: Helping Companies Handle Challenging Regulatory Enviro...
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
B.COM Unit – 4 ( CORPORATE SOCIAL RESPONSIBILITY ( CSR ).pptx
Managing Customer Loyalty - Micro and Macro Approach
1.
2.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Overview Customer Loyalty and Business Growth Micro Approach to Improving Loyalty Macro Approach to Improving Loyalty Summary
3.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Customer Loyalty The degree to which customers experience positive feelings for, possess allegiance to, and exhibit positive behaviors toward a company
4.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Customer Loyalty and Business Growth Research shows companies with higher customer loyalty experience accelerated business growth Low High BusinessGrowth Revenue,Profit,Marketshare Customer Loyalty Attitudinal and Objective Measures of Loyalty1 Slow Fast 1 Retention, Advocacy, Purchasing, Renewal rate, Churn rate
5.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Micro Level Approach Understand the customer relationship for a specific survey respondent Individual survey respondents Identify customers who indicate they are disloyal Threatened customer relationship Use individual loyalty questions Target improvements on disloyal customers to address specific needs immediately Action plan directed at impacting individual customers
6.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Proactive Follow-up – Notification Distribute completed survey response to the Account team Highlight issues around loyalty questions or specific business attribute questions Distribute survey responses to all business units with an identified satisfaction or loyalty problem
7.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Proactive Follow-up Account team coordinates follow up with the customer to address all identified issues All business units with issues participate in follow-up Sales Product Services Use CRM system, if available, to manage and monitor the follow up process and track follow- up activities
8.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Integrate with Account Planning Provide the Account team with tools and access to customer satisfaction data for their accounts Include customer satisfaction objectives in the account plan Minimize surprises before visiting an account
9.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Business Unit Review Each business unit takes ownership for their area Link specific questions to each business unit Identify Customer Satisfaction Officers in each business unit Manage the process Leverage reporting tools Engage the rest of the business unit Develop and execute action plans to address issues Example: Vertical Industry Product Marketing Customer Satisfaction Officer for each industry Receives trigger emails for product target gaps of 2 or higher Contacts customers to understand product issues Identifies Product Marketing follow up items Reports quarterly to management on PM specific metrics and actions
10.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Macro Level Approach Understand the customer relationship across all customers Analyze entire customer base Identify systemic reasons causing loyalty/disloyalty Software quality, technical support, staff knowledge Target company-wide improvement programs directed at all customers Help improve the service delivery system Impacts how the work gets done
11.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Business Areas Business Areas Performance (Average Rating) Impact on Customer Loyalty Perceived Customer Value 6.60 0.81 Perceived Customer Centricity 6.47 0.78 Product Effectiveness 7.21 0.65 Lifecycle Services 6.81 0.65 Account Management 6.61 0.69 Global Customer Support 6.42 0.64 Advanced Customer Services 7.32 0.54 SaaS 7.22 0.54 Saas CRM 7.04 0.78 University Program 6.54 0.50 Customer Services Management 6.84 0.55 Consulting Services 6.73 0.61 Partner Satisfaction 7.20 0.43 Performance and Impact on Customer Loyalty
12.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Performance in Business Areas Performance (average satisfaction with business areas)
13.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com 0.00 0.20 0.40 0.60 0.80 1.00 Partner Satisfaction University Program Advanced Customer Services SaaS Customer Services Management Consulting Services Global Customer Support Lifecycle Services Product Effectiveness Account Management Saas CRM Perceived Customer Centricity Perceived Customer Value Impact on Customer Loyalty (correlation between business areas and Advocacy Loyalty Index) Impact on Customer Loyalty If you can perform well in these areas, customers will likely have high loyalty. Impact is correlation between business areas and customer loyalty
14.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Driver Matrix Prioritizes Investments Impact LowHigh Key Drivers INVEST in these areas. Improvement in these areas are predicted to attract new customers (advocacy), increase purchasing behavior (purchasing) or retain customers (retention) Hidden Drivers LEVERAGE as strengths in order to keep current customers loyal. ADVERTISE as strengths in marketing collateral and sales presentations in order to attract new customers (advocacy), increase purchasing behavior (purchasing) or retain customers (retention). Weak Drivers MONITOR as lowest priority for investment. These areas have relatively low impact on improving customer loyalty. Visible Drivers CONSIDER as strengths in marketing collateral and sales presentations in order to attract new customers. EVALUATE as areas of potential over-investment. Low High Performance For each business area, examine its performance and impact on loyalty simultaneously. 1. Key Drivers – Invest in areas to increase Customer Loyalty. 2. Hidden Drivers – Use features in marketing to grow customer base. 3. Visible Drivers – Consider features in marketing to grow customer base. 4. Weak Drivers – Monitor as lowest priority for investment.
15.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Where to begin improvements To improve customer loyalty, you may consider focusing on following areas: 1. Perceived Customer Value 2. Perceived Customer Centricity 3. Account Management 4. Global Customer Support 0.30 0.40 0.50 0.60 0.70 0.80 0.90 6.00 6.25 6.50 6.75 7.00 7.25 7.50 ImpactonCustomerLoyalty (correlationbetweenbusinessattributes andAdvocacyLoyaltyIndex) Performance of Business Attribute (Customer Rating)
16.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Marketing Messages To focus marketing message, you may consider leveraging following areas: 1. Saas CRM 2. Product Effectiveness 3. Advanced Customer Services 4. SaaS 5. Partner Satisfaction 0.30 0.40 0.50 0.60 0.70 0.80 0.90 6.00 6.25 6.50 6.75 7.00 7.25 7.50 ImpactonCustomerLoyalty (correlationbetweenbusinessattributes andAdvocacyLoyaltyIndex) Performance of Business Attribute (Customer Rating)
17.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Business Areas Performance (Average Rating) Impact on Customer Loyalty Perceived Customer Value 6.60 0.81 Perceived Customer Centricity 6.47 0.78 Product Effectiveness 7.21 0.65 Lifecycle Services 6.81 0.65 Account Management 6.61 0.69 Global Customer Support 6.42 0.64 Advanced Customer Services 7.32 0.54 SaaS 7.22 0.54 Saas CRM 7.04 0.78 University Program 6.54 0.50 Customer Services Management 6.84 0.55 Consulting Services 6.73 0.61 Partner Satisfaction 7.20 0.43 Marketing/Improving Your Company/Brand ImproveLeverage Consider 1 Business area ratings range from 0 (Extremely Dissatisfied) to 10 (Extremely Satisfied; 2 Impact is the correlation between Business Area sand Customer Loyalty.
18.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Outcomes of Two Approaches Micro level approach Addresses special causes of disloyalty Focuses on changing individual issues Customer-specific improvements Short-term Macro level approach Addresses common causes of disloyalty Focuses on improving systemic issues Organization-wide improvements Long-term Both approaches impact customer loyalty Addresses specific customer’s concerns Improves the service delivery system
19.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com Managing Customer Disloyalty Characteristics of Different Approaches to Managing Disloyalty Focus of Management Causes of Disloyalty Improvements GeneralApproachesto ManagingDisloyalty One customer at a time (micro approach) Address a specific customer Special reasons for disloyalty that are unique to specific customer Short-term and customer-specific Customer base/segment (macro approach) Address customer group/ segment Business processes cause disloyalty for many customers Improve business processes; Long- term and organization- wide Both approaches (micro and macro) needed to manage customer loyalty
20.
Copyright © 2011
Business Over Broadway · Bob E. Hayes, PhD · bob@businessoverbroadway.com · www.businessoverbroadway.com For More Information Bob E. Hayes, Ph.D. Email: bob@businessoverbroadway.com Web: www.businessoverbroadway.com Blog: www.businessoverbroadway.com/blog Twitter: www.twitter.com/bobehayes Business Over Broadway Business growth through customer insight