H1 LoyaltyProfessional - Organizations regularly implement informal customer feedback programs, void of technology and tools, that utilize conversations and phone calls (either by the account representative or a third party) to solicit and collect customer feedback. While conversations and/or phone calls can allow for follow up detailed questions and personalization, there are 3 large drawbacks:"

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Technology

There is no denying the role that technology plays in the world, but yet organizations are denying their customer experience management programs the technology that is available to them that will make the programs, and the organization, better. Organizations regularly implement informal customer feedback programs, void of technology and tools, that utilize conversations and phone calls (either by the account representative or a third party) to solicit and collect customer feedback. While conversations and/or phone calls can allow for follow up detailed questions and personalization, there are 3 large drawbacks:

1. It is extremely time and labor intensive. It takes people and time to talk to the customer, transcribe, analyze, and report on the data received. By the time your organization knows what the data means and makes adjustments, a whole new set of customer challenges arises that need to be discovered and addressed...it’s a hamster wheel.

2. The customer’s feedback is by nature of the process, “filtered” – Either because they are speaking directly to the rep and organization they are talking about or because someone else is responsible for transcribing the customers thoughts.

3. Analyzing the feedback – determining what the customer is telling you, and understanding what this means to the organization. This method is not conducive to rating and benchmarking customers’ feedback against industry and organizational best practices.

Such drawbacks typically hamper the success of an organization’s customer experience feedback measurement program, leaving organizations with very little return on effort (ROE) and investment (ROI).

To maximize our clients’ ROE and ROI, LoyaltyProfessional utilizes a proprietary web based application, LoyaltyPro, to manage, collect, and analyze the customer’s feedback – transforming once thought of drawbacks into advantages that can be leveraged throughout the entire customer experience measurement/management program. Utilizing LoyaltyPro allows clients to:

1. Generate NUMEROUS data points from MULTIPLE contacts in a short period of time. Surveys are web based, personalized, and emailed to the contact. They typically take 10-20 minutes to complete depending on the sophistication of the survey. Meaning more information a lot quicker.

2. Feedback generated thru the survey (and all comments) are directly from the customer as the customer wants you to hear. There is no filter or middle man that the customer’s feedback needs to go thru before you receive and see what they are saying.

3. Analyze customer data in real time as surveys are completed. Loyalty indexes (and any other key indicators) are calculated, reported, and updated, 24 by 7 - Allowing you and your organization to discover and act upon customer challenges immediately. Real time analysis and reporting also includes dashboards, charts, graphs, filtering and drill down capabilities, user based data views, and exporting of results.

Please click here to view more information on LoyaltyPro’s capabilities.

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