Loyalty/Customer Experience Management Engagements
We offer a number of services to help you jump-start or refine your loyalty program and customer experience management. Each engagement is customized for your situation..
Customer Relationship Assessment
It's hard to know where to go if you don't know where you are today. The Assessment gathers and analyzes the perceptions of a representative group of a client's customers at a given point in time, than translates that primary research into recommendations for effective action. The audit provides valuable insight into your customers, uncovers their priorities, and gauges their commitment to your company. Our actionable recommendations around strengthening and leveraging customer relationships drive immediate business results. The assessment is often used for clients that have not yet instituted an enterprise-wide VOC/loyalty program..
Our consultants can help you design and manage an internal panel of customers who can provide valuable feedback throughout the year to identify areas of dissatisfaction or develop ideas for product/service improvement.
Loyalty Program Roadmap
An operational loyalty program needs to be founded on best practices in order to have trustworthy data, enterprise support, closed loop processes, and strategic linkage. We help you design a program from the ground up, including all aspects of technology selection, governance and change management, and internal processes to ensure maximum effectiveness. We work with you to create a detailed roadmap for your multi-year Voice of Customer evolution, assessing where you are today, documenting your ideal future state, and mapping out the steps to get you where you're going.
Closed Loop Strategy and Process Design
Asking for feedback without closing the loop can be worse than not asking at all. We help you design or refine processes for closing the loop with customers at all levels of loyalty so you can continue to improve the customer experience at strategic touch points and bring the learning back to your organization.
CEM Infrastructure Design
A vision doesn’t get you where you’re going on its own. Sound Loyalty Group advises clients on the optimal set of processes and technologies to make the proposed customer experience design a reality.
Root Cause Analysis
Your VOC data should provide you with much more than a score - it should pinpoint which experiences drive loyalty, where your gap areas lie, and what changes will do the most for your bottom line. We analyze qualitative and quantitative loyalty data to discover trends, drivers of loyalty, and differences between key segments to help you make customer centric business decisions.
Strategic Action Planning
Customer insight is wonderful, but if you fail to take cross-functional action your loyalty metrics will likely stagnate or even fall. We energize the organization by facilitating action planning workshops, working with key stakeholders to isolate the biggest loyalty obstacles, identifying root causes of issues, and collaborating to develop cross-functional strategic action plans for improvement.
Loyalty programs involve the entire organization, but if your field does not see the true value of the program, their resulting inaction can torpedo its success. We provide workshops and communications to ensure that sales, service, partners and others see the "what's in it for me" and understand their roles and responsibilities. We work with you to hold all the touch points in your organization accountable for their parts in the customer experience through defined reporting and processes spanning the front-line to executive levels.
Compensation/Incentive System Design
We provide industry best practices for defining an employee compensation strategy that encourages a customer-centric focused company culture.