Companies struggle to get a clear view of customer satisfaction and loyalty because these programs are usually managed separately. By integrating them, not only can companies accurately judge customer opinion, but they will also be better able to act on those opinions and build a cadre of loyal customers and advocates.
This ITSMA Special Report highlights how best-practice companies take a unified, global approach to customer satisfaction management and loyalty programs. Many have developed a customer experience center of expertise to ensure that programs are coordinated globally and executed consistently at the local level. The report also defines what a customer loyalty program is, identifies the organizational structure companies need to develop a comprehensiv program, and outlines the key elements in designing a process and program for a a holistic customer experience.
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How to Build Successful Customer Satisfaction and Loyalty Programs That Drive Growth - Abbreviated Summary
1. SPECIAL REPORT
How to Build Successful
Customer Satisfaction
and Loyalty Programs
That Drive Growth
By Julie Schwartz
Companies struggle to get a clear view of
customer satisfaction and loyalty because these
programs are usually managed separately.
By integrating them, not only can companies
accurately judge customer opinion, but they will
also be better able to act on those opinions and
build a cadre of loyal customers and advocates.
Abbreviated Summary | October 2012
Note: ThisAbbreviated summary highlights some
of the significant findings from How to Build
Successful Customer Satisf action and Loyalty
Programs That Drive Growth.A more in-depth
analysis can be found in the full report.
10. Learn More For more information on how to build a
best-in-class customer satisfaction
and loyalty program,
buy the ITSMA Special Report
How to Build Successful Customer
Satisfaction and Loyalty Programs
That Drive Growth.