The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
Read MoreSome organizations don’t exactly bury their heads in the sand when it comes to customer care–they just run away or abandon an avenue for customer feedback. However, when customers complain, it’s one of the best opportunities to increase their loyalty and engagement–as long as the company that the customer is dealing with responds promptly and positively to their complaint. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.
Read MoreThere is a direct connection between employee engagement and customer engagement, otherwise known as “The Spillover Effectâ€. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer’s perception of quality.
Read MoreIf your company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use. Here are 3 areas of customer survey which are all essential for your company to know.
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