Monitor, Manage and Optimize Stakeholder Satisfaction
Customer perceptions drive the purchase decision-making process. Impressions of value, prestige, ease of use, fulfillment, etc., directly impact a customer’s decision to pick your brand over another.
Employees also impact a customer’s decision, which is why it is also important to measure your employees’ commitment to your business. A positive employment climate will enhance the customer experience, contributing to loyalty and the bottom line.
Lost customers provide valuable insight into reasons for defection, and should be included in any comprehensive loyalty program.
Ipsos Loyalty offers techniques for exploring each of these loyalty areas.
Satisfactor
Customer perceptions of your organization’s performance are the key elements of a loyalty program. Ipsos Loyalty’s Satisfactor can help you improve customer satisfaction. Our blueprint for this approach has four steps:
- Taking into account the different levels of expectations of your customers.
- Evaluating separately the drivers of dissatisfaction and delight.
- Unveiling the causes and effects between operational drivers.
- Analyzing your positioning regarding your competitors.
You can then make informed business decisions to:
- Optimize customer satisfaction
- Eliminate customer dissatisfaction
- Increase customer retention
- Determine optimal customer service standards
- Maximise ROI through customer satisfaction strategies
For more information on Satisfactor, download the pdf
Lost Customers
Ipsos Loyalty also surveys Lost Customers to detect the critical reasons underlying defection to identify what needs to change in order to retain more valued customers in the future, and what can be done to win back lost customers.
But customers’ feelings aren’t the only factors impacting a company’s performance.
Employee Relationship Management
All organizations depend on employees to deliver quality service. And employees’ feelings about the policies, practices and procedures with which they’re enabled are important factors in their ability and willingness to satisfy customers. Measures of employment commitment – not only employee satisfaction but specific policies, practices and procedures that support customer-centric behavior – have consistently been shown to link to customer satisfaction and business outcome measures.
The Ipsos Employee Relationship Management practice (ERM) can develop complementary employee strategies for companies seeking to build customer satisfaction and loyalty. Our models can assist you to better understand, motivate and thereby optimize your human capital to improve employee performance and positively impact business results.
For more information on Employment Relationship Management, download the pdf.
Word of Mouth Barometer
Consumers and business decision makers trust – and value more highly – the recommendation of a colleague or friend over anything they see, read, or hear through mass media. Nearly twice as many users of websites say that they first found the sites through friends or relatives rather than through a search engine! The bottom line? Every organization should know how much word of- mouth they are generating and what is being said about them. Ipsos Loyalty’s Word-of-Mouth Barometer offers unique insights into how word-of-mouth informs your customers’ decisionmaking process and affects your business performance."
For more information on Word of Mouth Barometer download the pdf
