H1 LoyaltyProfessional - Without methodology, your customer experience measurement program would be pure madness - a program lacking the foundational principles and practices that underlie the research into the voice of the customer and what they are saying. Methodology is fundamentally necessary to establishing a successful customer experience measurement program."

> The LoyaltyPro Advantage  >  Methodology

Methodology

Without methodology, your customer experience measurement program would be pure madness - a program lacking the foundational principles and practices that underlie the research into the voice of the customer and what they are saying. Methodology is fundamentally necessary to establishing a successful customer experience measurement program.

Partnering with LoyaltyProfessional to manage your customer experience measurement program provides your organization with access to established and proven methodologies related to measuring the customer experience – the Loyalty Index, and the 3x3x3 relationship response network.

The Loyalty Index

The Loyalty Index is a metric (from 0-100) that measures the strength of the relationship between the customer and your customer management team. Drilling further into the inner workings of the Loyalty Index reveals a methodology that measures diverse drivers of 3 distinct customer dependencies.

The 3x3x3 Relationship Response Network

A crucial mistake made by many organizations today who measure customer experience is that they measure the feedback of ONLY 1 contact – usually the one they interact with on a regular basis. The problem here is that you are neglecting the feedback of a significant number of contacts who either use your product/service, make the buying decisions, pay the invoices, or generally influence the relationship. To solve this problem LoyaltyProfessional has developed a methodology to triangulate your customer feedback to give you a holistic view of the perception of your entire organization -The 3x3x3 Relationship Response Network.

The 3x3x3 Relationship Network is the ultimate guide on who your organization should be surveying to validate the customer viewpoint. Also known as a high, wide, and deep approach – this methodology states that to accurately validate a customer’s viewpoint you should acquire data points from 3 different contacts from 3 different management levels within 3 different functions of your customer’s organization. We understand that not all customer relationships cross all of those functions and levels – but best practices say they should – and integrating such a methodology into the customer experience measurement program is one way to help institutionalize such best practices.
 

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