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Measuring Employee Loyalty Factors
This survey / interview methodology is designed to measure three main factors of loyalty:
Rational
Factors of Loyalty
Emotional
Factors of Loyalty
Aspirational
Factors of Loyalty
With implementations in multiple countries and industries, we can confirm a clear correlation with revenue, loyalty, and relationship consolidation related to the score.
The Relationship Strength Score can be used to measure loyalty with customers as a whole or in specific segments and/or geographies. It has also proven quite valuable in multiple implementations as a measure of employee loyalty.
Humans Are Important!
Many will say that humans will be replaced by artificial intelligence or automated out of most positions with recurring tasks; however, most businesses are still designed with humans as customers or end users. Most customers, when faced with a difficult problem, a complex issue, or a need for some well-tailored advice, will seek the help of a human if they cannot easily find a solution through digital channels.
How your team handles these contacts are “moments of truth” in the relationships with customers: great human contacts will strengthen the relationship; poor human contacts may risk the relationship altogether.
Corporate Culture Is Important!
Most companies dedicate significant attention and resources on creating technological infrastructure and agile product teams and underperform on ensuring consistent contact quality. How your teams collaborate to ensure consistent customer experiences and great customer relationships is vital for any business today.
What Else We Measure?
Customer Experience Culture Index (СXCI)
The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. Unlike other mystery shopping methodologies, the CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact
Customer Experience Index (CEI)
The Customer Experience Index (CEI) allows companies to measure and benchmark the quality and consistency of customer experiences for potential customers visiting a physical location for the first time.
Five Promises
The Five Promises platform is an accessible, simple and standardized instrument for collecting customer feedback on the quality of human contact with customers. The analyzed feedback is then represented in interactive dashboards with insights on how to improve quality in your customer touch points in five key promises that any organization should fulfill for their customers.
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What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
For any banks interested in customer loyalty, don't miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia. The 2020 Customer Experience Culture Index
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Goleman explores the importance of leaders developing and maintaining emotional intelligence. Building on themes and ideas from previous works, this book is geared specifically towards helping leaders develop those skills.
Loyalty Myths begins with Pareto’s principle that 80 percent of a company’s business comes from 20 percent of its customers. At the same time, up to 60 percent of a business’s customers could actually be generating negative profits.
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
In a recent episode of the Escaping the Drift podcast, host John Gafford sat down with Michael Ruckman, founder and CEO of Centeo, to explore how artificial intelligence is reshaping business—and why organizational transformation must keep pace.
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