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Filenet Customer Loyaltyprogram - SCP Conference 02-24
Filenet Customer Loyaltyprogram - SCP Conference 02-24
40
35
35.40
30
25
20 23.42 23.62
15 19.52
10
5
0
6.12 7.14 7.65 8.01 9.03
Measurements?
Why its important?
Components of the Customer Loyalty Index?
Overall Satisfaction
Continue to Buy
Recommend
Choose Again
Customer Loyalty Program
Strategic:
Form Executive Customer Loyalty Council -
Stakeholders
Senior representation from all organizations to
collaborate and breakdown internal and external
barriers preventing our company from achieving total
customer satisfaction
Tactical:
Form a cross-functional team to resolve major tactical
issues identified from surveys
Address “Trigger” Issues identified through surveys
Key Customer Loyalty Program Activities
Customer/Partner
Loyalty Plan
Relationship
Product Knowledge
Expectation Management
Understanding Needs
Change In Satisfaction