Building your Loyalty Robot
by CustomerGauge on Apr 07, 2010
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We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:...
We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:
* automated customer surveys to understand voice-of-customer and Net Promoter® Score in real-time
* automated customer segmentation by lifetime value
* automated customer segmentation by loyalty (using Net Promoter Score)
* process to help customers needing immediate response
* clustering customer issues together for longer-term strategic fix
* close-loop monitoring of results (Net Promoter Score and other metrics)
* Responding to customers with updates on your actions
You could roll-your-own solution, but we believe CustomerGauge has all the parts you need to start this now – and we have proof points from our major e-commerce clients including Canon, Philips and Vodafone.
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