Strategic Account Management Blog by Dennis J. Chapman Sr.

 

 

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> LoyaltyProfessional Services > Program/Survey Design

 

Program/Survey Design

 

Building an effective survey instrument and program begins with a successful design, and we believe the best designs are done in collaboration. You know your customers, your industry, your organization’s structure and sales/account management processes. LoyaltyProfessional's  experts know horizontal best practices and methodologies for measuring the customer experience. Combining those two knowledge bases creates a design specification for an impactful and valuable customer experience measurement program.  

 

In the initial phase we ( LoyaltyProfessional ) conduct a process workshop with key personnel from your organization related to measuring, managing, and improving the customer experience. During this workshop LoyaltyProfessional TM experts work with your team to design and formalize the requirements and specifications of your organization’s customer experience measurement program. 

Goals and Objectives of the process workshop include:

  • Review of current customer experience measurement program and metrics

  • Development of a comprehensive customer experience survey script (based upon the LoyaltyProfessional methodology), to best identify the successes and gaps in the customer management process.

  • Definition of reporting requirements including metrics, charts, graphs, exports and integrations

  • Development of customer communications

  • Development of internal branding communications

  • Definition of data sample

  • Definition of survey process and frequency

  • Access and training requirements

Click Here to View a Sample Survey

 

 

 

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