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Process
Process
Process
could almost
be a synonym
for
discipline,
or vice
versa…at
least in one
context of
the word.
Process
requires
discipline,
rigor, and
consistency
– at least
if you want
it to be a
successful
process.
After 20+
years of
analyzing,
diagnosing,
developing,
and
implementing
successful
customer
management
processes,
we at
LoyaltyProfessional
have
discovered
the key to
successful
process, 3
words…
Predictable,
Repeatable,
and
Measurable.
Predictable
–Process
must be
structured
so people
understand
what needs
to, and will
happen at
each and
every step
throughout
the process.
Repeatable
– Process is
something
that can be
done over
and over (as
needed) with
the same
steps and
same
outcomes.
Measurable
– Process
must have
the ability
to be
measured to
understand
efficiencies
and
inefficiencies
within the
steps,
allowing for
continuous
improvement
of the
process.
One of the
top reasons
customer
experience
measurement
programs
fail is
because they
lack the
necessary
processes
needed to
successfully
sustain the
program.
LoyaltyProfessional
utilizes 2
processes
within each
engagement
that helps
our clients
build and
sustain a
successful
customer
experience
measurement
program, and
allows
them to
receive the
optimal
value out of
their
program
investment's
– Survey
Management,
and Customer
Planning.
Ultimately,
the success
of your
customer
experience
measurement
program will
hinge upon
the
processes of
collecting
data, and
utilizing
that data to
create
customer
experience
improvement
plans.
Survey
Management
Receiving
the greatest
and richest
set of data
points is
the goal of
any
LoyaltyProfessional
survey
management
process.
LoyaltyProfessional
has years of
managing
customer
experience
measurement
programs,
and
our delivering
results to
clients, the
key of which
is
consistent
communication
and
delivery.
From initial
notifications
thru closing
reminders,
the experts
at
LoyaltyProfessional
will guide,
manage and
optimize
your survey
process
giving you
the best
response
rates you
will see
from a
customer
survey
management
solution.
Customer
Planning
Your
organization
is making a
large
investment
in your
customer
experience
measurement
program, and
is expecting
results, and
by results
we mean
$$$.
There are
only 2 ways
to bring in
additional
revenue,
either get
new
customers or
have current
ones expand
and grow,
and
LoyaltyProfessional
will help
you do both.
Our experts
will guide
your
organization
thru the
best ways of
utilizing
your
customer
experience
data in the
customer
planning
process.
This process
may be the
most crucial
in
sustaining a
successful
program.
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© 2013 LOYALTYPROfessional™ is a Strategic
Business Unit of The Chapman Group
All Rights Reserved
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