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"It is always good to see what people are actually doing vs. the theory, what worked, what didn’t, etc. This is great."
Presented by key corporate practitioners, these best practices clearly indicated that successfully driving change within an organization requires ongoing management buy-in, partnering with internal business clients and proven linkages of customer loyalty and bottom-line value. The issues addressed included:
- How the concept of trust factors into each customer life stage, and how companies can build a tactical plan to reliably represent trust in different interactions and company-customer interfaces
- Making the economic case for loyalty and how loyalty research ultimately impacts the organization’s bottom line
- Why loyalty should matter to companies, especially regarding prioritization of resource allocation at the customer touchpoints
- Establishing appropriate service touchpoint levels, by customer segment, to optimize service quality and consequently drive loyalty behavior
- Identifying positive employee attitudes and actions that most leverage desired customer experience
- Using customer verbatims, obtained from research and other sources, to drive change in the touchpoint processes
- Which metrics represent the strongest pillar for organizational customer focus and can be used as effective performance targets
- Determining prioritized needs among mature customers and customers at risk to better serve these distinctive customer segments and retain them over time
"I enjoyed hearing about the challenges and best practices of others."
Join the Discussion!
Harris Interactive Napa Loyalty Conference is on LinkedIn.
Further information about the conference and specific presentations can be obtained by contacting Heather Campo, Harris Interactive Marketing, at hcampo@harrisinteractive.com.
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