Customer Loyalty: What You'll Get

TOOLS THAT BUILD LONG-TERM LOYALTY
CustomerEngage is a suite of web-based Enterprise Feedback Management (EFM) tools and services designed to help you engage and develop long-term loyalty with customers at every interaction point. The CustomerEngage Suite includes these powerful products:

CustomerVoice: A turnkey feedback system that sits seamlessly on your existing website, kiosks, teller terminals, or other interactive points. By just clicking a link, customers can share comments about their experiences or expectations-and you'll get them in real time.

• Increase customer feedback since it's easy and un-intimidating
• Act on criticism or compliments immediately—even unhappy customers are shown to return if their concerns are addressed right away
• Build customer loyalty by proving you listen and respond

CustomerPulse: A research-proven survey, CustomerPulse lets you approach a small sampling of customers via email. Their answers give an of-the-moment snapshot of customer impressions of your business. Used regularly, CustomerPulse will reveal trends and give an accurate heartbeat of your company's performance.

• Predict future consequences by understanding attitudes right now
• Correlate customer responses with quantifiable measurements like profitability
• Track trends and match them to company actions

ActiveSurvey: A customizable online questionnaire that you proactively send out to customers. Use it to gauge customer response to current services or company changes before you put them into play.

• Get greater response thanks to convenient and easy online interaction
• Roll up the feedback in a variety of reports
• Get the results immediately—not after days or weeks of compilation

MysteryShopper: An experience-tracking tool that lets you monitor service through the customers you already have.

• A more realistic picture since participants know your business and employees don't spot them as "fakes"
• Measure employee attitudes, store procedures, etc. from a customer's viewpoint
• Strengthen customer relationships by including them in your improvement process

Take advantage of real-time responses
Finding out what your customers, employees, or the general public has to say can make a tremendous impact on your business—and your profitability. You can use the Customer Loyalty Suite functions and reporting capabilities to:

• Make timely decisions using feedback that's up to the minute.
• Gauge current attitudes of any audience and use the input to make improvements to performance, a service, or product.
• Increase profitability by quickly responding to measurable customer input.

Choose the suite right for you
The CustomerEngage Suite is offered in two levels. Our Professional Suite bundles all our customer-related products with their powerful feedback and reporting capabilities: CustomerVoice, CustomerPulse, ActiveSurvey and MysteryShopper. For organizations desiring even more control, the Enterprise Suite correlates the data among these products, rolls the analytics of all the tools into one dashboard, and delivers unlimited survey templates.

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