Kandi Molyneaux has over 25 years of experience in customer-related roles including sales, sales leadership, establishing alternative sales channels, performing customer assessments, and leading cross-functional initiatives to reengineer customer engagement processes. Her experience with commercial and federal sector customers gives her a comprehensive view of how all aspects of an organization affect the customer experience.
There is a growing awareness that customers have raised their expectations. 1Today, having satisfied customers has less meaning as research indicates that 80% of customers who change service providers rated themselves as “satisfied or very satisfied”. “Satisfaction” is more closely related to how well a transaction or process is performing. This may partially explain why “satisfied” customers are content as long as there is not a more attractive alternative.
Transactional customer feedback has its place, but maturing beyond a tactical view requires establishing meaningful relationships as the foundation for earned loyalty. But what is a meaningful customer relationship? As with any other relationships they are characterized by actions and attitudes that demonstrate long-term commitment to mutual success such as problem-solving, meeting mutual needs, and sharing in risks and rewards.
Finally, the ultimate partnership is characterized by mutual advocacy of one another. To be publically willing to endorse one another. This can only be achieved by understanding that establishing and retaining a relationship of this quality is the responsibility of the entire organization – even those who may not have direct customer interface.
Clearly, a service provider cannot reach the level of advocacy without first earning the right to move up the satisfaction>loyalty>advocacy chain. We work with executives to implement a framework of practices and measurements that enable their organizations to understand where they are in this chain with key customers that helps your business continue Maturing and Integrating Your Customer Experience Capabilities: Satisfied > Loyal > Advocate™.
Our portfolio offers our clients the best in third-party evaluations and internally operated and monitored relationship evaluation mechanisms.
Check the below link for more info
http://www.molyneauxconsulting.com
There is a growing awareness that customers have raised their expectations. 1Today, having satisfied customers has less meaning as research indicates that 80% of customers who change service providers rated themselves as “satisfied or very satisfied”. “Satisfaction” is more closely related to how well a transaction or process is performing. This may partially explain why “satisfied” customers are content as long as there is not a more attractive alternative.
Transactional customer feedback has its place, but maturing beyond a tactical view requires establishing meaningful relationships as the foundation for earned loyalty. But what is a meaningful customer relationship? As with any other relationships they are characterized by actions and attitudes that demonstrate long-term commitment to mutual success such as problem-solving, meeting mutual needs, and sharing in risks and rewards.
Finally, the ultimate partnership is characterized by mutual advocacy of one another. To be publically willing to endorse one another. This can only be achieved by understanding that establishing and retaining a relationship of this quality is the responsibility of the entire organization – even those who may not have direct customer interface.
Clearly, a service provider cannot reach the level of advocacy without first earning the right to move up the satisfaction>loyalty>advocacy chain. We work with executives to implement a framework of practices and measurements that enable their organizations to understand where they are in this chain with key customers that helps your business continue Maturing and Integrating Your Customer Experience Capabilities: Satisfied > Loyal > Advocate™.
Our portfolio offers our clients the best in third-party evaluations and internally operated and monitored relationship evaluation mechanisms.
Check the below link for more info
http://www.molyneauxconsulting.com
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