Growth Through Customer Advocacy
Overview
- Are you finding it a challenge to retain profitable customers?
- Conversely, are you experiencing a decline in revenues?
- Do you need more feedback to improve your products and services continually?
- Are you using the right metrics when it comes to understanding the needs of your customers?
- Do your leadership teams have an internal focus rather than a customer focus?
Suppose your answer is ‘yes’ to any of these questions. In that case, your company needs to focus on customer-centricity to increase customer advocacy.
Customer-centric organisations are successful because they put the customer at the centre of their decision-making, which leads to growth in customer advocacy. Growth in customer advocacy results in repeat business which means increased revenues.
How can we help
At 3D ACTIO, to grow customer advocacy we focus on three key activities to improve customer-centricity in an organisation:
- Designing a memorable customer experience
- Continually improving through customer feedback
- Building customer advocacy
Who is it for
With 3D ACTIO, our growth through customer advocacy programme enables an organisation to improve its CA and CX through enhanced customer diagnostics that can be linked to the company’s existing CRM programme. We therefore work closely with either the C-Suite and/or business leaders responsible for customer service and customer care.
Overview of our programme
We have a 3-step process that starts with establishing your current customer advocacy. This review includes understanding how your existing CRM aligns with your CX and identifying key areas for development to increase customer advocacy and repeat business.
We mobilize a plan and timetable to gather the relevant data from your existing customers. This is done with speed and reach to understand which touch points in the CX are working and which require attention. The data collected enables an in-depth analysis by customer segment, location and touch-point.
Finally, we share our findings on a proposed dashboard design that you can adopt as part of a regular performance review. With the dashboard comes a prioritised execution plan with recommendations for embedding a customer-centric culture aligned with your customer’s needs into the organisation. We also provide benchmarks in customer advocacy to allow you to measure the impacts of your actions in the future.