Waypoint Group Solutions:
Focus on Loyalty
Creating loyal customers are the key to organic growth
The research proves what we all know is true: Loyal customer buy more, refer friends and colleagues, and provide competitive insight. So understanding what drives customer loyalty and then delivering it should be your #1 priority.
BEWARE: the opposite is also true. Unhappy customers erode your business and destry growth ($ales) opportunities, many of which you may not even be aware of.
This idea isn't new. But when it comes time to execute, executives are often left with insufficient insights or sub-optimal plans.
The key?
FIRST, identify the 4 key segments that are critical to driving organic growth in your business:
- Promoters: These are the people that love you! You can't afford to not know who these people are!
- Passives: "Satisfied" customers that are liable to jump ship at the first opportunity. Find out who they azre so you can improve the relationship, then retain and up-sell them!
- Detractors: Customers that are unhappy are certainly telling their friends and colleagues. At least these customers are pleaing for help and still engaged with you. Don't miss opportunities by not even being invited to the table!
- No shows: Possibly the most dangerous of all, these are the customers that won't even talk to you. Better figure out who is in this segment so that you can work to strengthen the relationship and fix the situation.
NEXT, link the results to financials. What is a promoter worth? How much does a detractor take away from your business?
AND THIRD, communicate the value and expectations to your TEAM, Let them understand and act.
A simple and cost-effective approach to getting started
We think it's criminal what most organizations charge for this type of work. For people that have "been there done that" this is fast (a few weeks) and cost-efficient. Demand to see ROI represented in any proposal and expect a scalable program that drives growth: |
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| We provide thoughtful analysis to discover what drives loyalty in your best customers, and what changes must be made at each touch point to improve the customer experience, increase loyalty, and lock in growth. | Our experienced Certified Net Promoter(R) Consultants design a comprehensive loyalty program based on proven best practices. Your implementation - ready plan will include survey design, data strategy, technology platform, closed loop design, governance, communications, and Customer Experience Δ® plan. | We know the enablers, and barriers of loyalty program success. We will do the hard work of designing the right processes and instilling cultural changes needed to align the organization around action. |
