Planning A Customer Feedback Program:
If you're ready to start planning your customer feedback program, there are five key steps to implementation you should consider.
- Link customer loyalty to business outcomes. Figure out the link between customer loyalty and your business goals and outcomes. Take your key business measurements and link them to changes in your loyalty strategy. Find a free "return on customer retention" tool to help you out with this step.
- Identify your loyal customers. Customer satisfaction is not a valid indicator of customer loyalty, which is why you need to find a loyalty indicator using the Net Promoter Score survey and other metrics. The NPS score will give you an indication of where you stand when it comes to customer loyalty, as well as the state of your business growth.
- Find out what drives their loyalty. Every business has something about them that makes customers return over and over again. For example, it could be the limited amount of time they're kept on hold when they call, or it could be that you offer free shipping on all orders. Use the NPS survey to really get to know what your customers need and want.
- Put your program in place. Once you're fully aware of what drives your customers' loyalty, you can put your program into place. Begin by focusing on the most important loyalty drivers and start crafting your program around them. Come up with a strategy or project plan, think about customer feedback questions, and determine how you'll pull the whole thing together.
- Get feedback on the program. After your program has a decent amount of participants, start thinking about getting feedback on the program so you can find areas of improvement. Otherwise, you won't know what could use work and what should stay the same. Survey your participants and ask them about their experience.
Search Engine Marketing
Search engine marketing involves using targeted keywords to boost your rankings on search engines like Google. Getting on the first page of Google is a top priority for most business, large or small. With the right positive online presence and the right search engine marketing tools and strategy, you can grow your business tremendously. If you want to see your rankings improve and draw in more traffic, consider search engine marketing.
Promoter Advocacy Programs
A promoter advocacy program, or customer advocacy program, is a marketing initiative designed to turn customers into spokespeople for your company or brand. A promoter advocacy program offers customers incentives for promoting a company and its product or service. Promoters are also called brand ambassadors because they're tasked with closely aligning themselves with a brand and promoting it.
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