Read on to Find Out How ISP Did It………

 

 

Efforts
LoyaltyPro has had several roles in connecting and getting feedback from ISP’s top accounts. LoyaltyPro™ was selected in order to launch the loyalty survey. Next, a brief workshop to tailor the LoyaltyPro™ survey to meet ISP requirements was executed. Finally, ISP conducted a controlled pilot launch of four account teams which was considered a success based on account responses and key account knowledge gained through the exercise. As a result of the success of the pilot program, ISP began a full scale roll out to all Key Accounts in North America in 2004.

Results
ISP has experienced immediate results since the full scale LoyaltyPro™ survey launch. This survey has allowed ISP to connect with their accounts and gain overall improvement in the penetration and feedback process in these Key Accounts. Additionally, the feedback received is being captured in a newly established database tracking all comments and issues from the customers themselves. By capturing this data, Account Managers are able to develop specific strategic actions to address preciously unknown issues identified through completion of the survey.

LoyaltyPro™ is a subsidiary of The Chapman Group, a global sales strategy consulting firm that specializes in optimizing world class sales organizations through strategy, training, and software tools.  For more information visit www.ChapmanHQ.com.