According to an article I recently came across by Chris Cottle, companies today, need to take a more holistic approach to creating greater customer loyalty and engagement?and like I said in my last post “With a World of Choices, Why Commit” getting back to basics is key. Fostering true loyalty and engagement with customers starts at a basic level. This includes providing a quality product or service, being acutely responsive to your customers and rewarding them.
In order to be successful, it is also critical to have the right tools and technologies in place (think VOC systems). Only then can you determine how your engagement outcome is best measured. Then, you can link your VOC metrics with your business outcomes.
I recommend you read the article, “Link Customer Loyalty to Business Outcomes” in its entirety, as it provides lots of great insight on how you can optimize your business outcomes specific to your circumstances.
