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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.
Development cycles, customer-centric business models, corporate culture and other topics discussed with the local press during a trip to Kyrgyzstan and a workshop with Bai Tushum Bank in Bishkek.
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…
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Given that games and gaming occupy more and more of people’s time, this book provides much-needed insight into why people play games and how games stimulate both gamers and non-gamers.
A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
The book is organized into 2 main sections, the first explains value and experience for the customer, the second explains how any company can create value through experience.
This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.
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