Customer Loyalty Champ

S.M.A.R.T Insights for Evaluating & Leveraging Customer Loyalty

Customers like to express their loyalty and trust more and more via social media tools such as Facebook, Twitter or other typical review websites like Amazon or Holiday Check. This digital transparency gives good orientation and important advice to many consumers when making buying decisions. For example, a relevant posting will reach approximately 400 to 500 readers on average.

Another interesting figure: more then 80 per cent of today´s consumers go online before making a buying decision. They check social media to figure out if they can trust an organization, believe in a brand, if they should buy a product, or book a service.

To make a long story short: Digital consumer comments, user feedback and discussions in consumer forums about product quality, pricing, variety, service availability and capacity have, without a doubt, a strong influence on your business success.

What is your consumers´ satisfaction rate? Do you know if and which of your products – or those of your main competitors – are being commented on most frequently or criticized most heavily? By whom? On which digital, mobile or social media? Are you able to see a trend about future consumer behavior from those insights?

The Customer Loyalty Champ will analyze and evaluate your customers´ loyalty and trust in your company along pre-defined sets of themes. Informative key performance indicators (KPIs) will allow you to look at all relevant dimensions of customer loyalty which, in turn, will give you a crystal clear understanding of the current market position of your brands, products and services.

Consumer satisfaction is the focal point, as this will immediately highlight, if and where you may have a need for corrective action. If you wish to measure the vitality and service levels of your “owned” digital, mobile and social media, too, and also wish to make most effective use of the daily online buzz, as created by your current as well as potential customers – DataChamp24´s Customer Loyalty Champ will deliver the respective S.M.A.R.T. Insights.

✓ Specific & significant

✓ Measurable & meaningful

✓ Assignable & actionable

✓ Relevant & reasonable

✓ Timed & tangible

 

S.M.A.R.T. Reportings

These S.M.A.R.T. Reportings connected with the Customer Loyalty Champ are often used for improving the Customer Loyalty:

  • Dashboard 24/7-Access for Multi-User
  • E-Mail-Alert automated – for relevant keywords and topics
  • E-Mail-Alert manually send by analyst – for relevant KPI’s, keywords, trends and topics
  • Performance-Analysis (for other Social Networks available)
  • Target-Group-Analysis (for other Social Networks available)
  • Customer Loyalty Summary Report (day, week, month, year)
  • Customer Loyalty Status-Quo Analysis incl. action recommendation
  • Customer Support Performance Evaluation incl. action recommendation  (weekly, monthly, quarterly, 6-month, yearly)
  • S.M.A.R.T. Customer Loyalty Score Card & Reference System – industry scoring, KPIs, insights linked to industry or function
S.M.A.R.T. Big Data Analytics

This digital flood of data – Big Data – does contain, among a lot of information that is irrelevant, various valuable insights that will, or at least could have, a decisive impact on your business success.  DataChamp24 supports the following key performance indicators, data sources and relevant data-sets with implemented Customer Loyalty dimensions and clusters.

  • 45+ Customer Loyalty KPI’s i.e. Share of Voice, Engagement, Reach, Advocates, Influence, Impact, Sentiment, Contacts, Fans, Follower, RTs, Top-Post, Top-Resources, Comments etc.
  • 650+ Million Sources i.e. Customer Review Sites, Social Media Networks & Platforms, Web, Blogs, Forums, Video
  • 100+ Customer Loyalty Dimensions & Analytics  i.e. Campaigns, Influencer, Call-to-Action-Posts, Image, Sponsoring, Competitors, Sweepstakes etc.

The implementation of additional dimensions, themes and platforms can be made upon request.

ethority’s Digital Excellence Competence

These ethority competences are connected to the Customer Loyalty Champ and often used for strategy development and digital intelligence gathering.

  • Costumer Support Channel Evaluation
  • Costumer Support Content Evaluation
  • Competitor- & Best Practice Analysis
  • Customer Loyalty & Support Segmentation Study
  • Development of action points and recommendations
  • Customer Loyalty & Support Workshop
  • Strategy-Call for result discussions with analyst or consultant
  • Strategy-Workshops with well experienced senior consultant
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Customer Loyalty Champ