Relationship Strength Score (RSS)

Relationship Strength Score (RSS)
The Relationship Strength Score (RSS) is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today.
Start
Add to your list:

Relationship Strength Score (RSS)

The Relationship Strength Score (RSS) is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today.
Start
Add to your list:
Measuring Employee Loyalty Factors
This survey / interview methodology is designed to measure three main factors of loyalty:
senteo
Rational
Factors of Loyalty
senteo
Emotional
Factors of Loyalty
senteo
Aspirational
Factors of Loyalty
senteo
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!
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!
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.

Still Have Questions?

    Senteo’s Content
    See All
    The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
    Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
    In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
    Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
    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.
    Michael Ruckman Talks about Customer-Centric Business Models
    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…
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    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.
    The authors explore the idea of “stickiness” which was popularized by Malcolm Gladwell. The main aim of the book is to explain what makes an idea or concept interesting.
    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.
    The book is a detailed examination of how organizations and other structures — not only the people there — can learn and adapt to become better and more productive.
    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 is a comprehensive book on customer experience, combining a theoretical explanation with extensive information on methodology and tools for implementing a customer experience focus across the company.
    The authors apply their knowledge on the subject with their firsthand experience with gaming concepts to create a guide to gamification and its application within the business environment.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    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.