1 / 15

Measuring And Managing Relationships That Matter

Measuring And Managing Relationships That Matter. Introducing Walker Information. Over 60 years in business Pioneer in customer loyalty measurement $30 million in core revenue 400 employees Global presence (75 countries) Largest U.S. company dedicated to stakeholder research.

oral
Download Presentation

Measuring And Managing Relationships That Matter

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Measuring And Managing Relationships That Matter

  2. Introducing Walker Information • Over 60 years in business • Pioneer in customer loyalty measurement • $30 million in core revenue • 400 employees • Global presence (75 countries) • Largest U.S. company dedicated to stakeholder research

  3. Walker Information Global Network • An international network dedicated to stakeholder relationship measurement and management • Founded by Walker in 1989 • 20 member firms, with offices in more than 35 countries worldwide • Largest worldwide provider of customer satisfaction measurement Local Source, Global Resource

  4. The Stakeholder Universe Investment Community Competitors Regulators Lost Customers Prospective Customers Media Customers Vendors/Suppliers Employees Your Company

  5. Business Performance Stakeholder Loyalty Other Stakeholder Relationships Customer Loyalty Employee Commitment Corporate Reputation, Social Identity & Business Ethics Internal Metrics Walker Information’s Approach To Stakeholder Management

  6. Present 1970’s to 1980’s 1980’s to 1990’s Mid 1990’s Customer Satisfaction Has Evolved To Measuring Customer Loyalty Customer Satisfaction Customer Commitment Quality/Value Perception Customer Loyalty

  7. Customer Life Cycle – Different Issues/Objectives Require • Wants/Needs/Expectations • Consideration Factors Acquire • Awareness and Perceptions • What is in it for me? • Ease of Access to Purchase • Price/Cost/Value • Sales Process Depart • Decision factors • Reason really left • Controllable • Uncontrollable • Intentions (return/recommend) • Cost product/service over life cycle • Relationship profitable or not? Own / Use • Commitment/Loyalty • Satisfaction • Attitudes • Next decision timing • Experiences and Uses • Purchase cycle • Quality and Value • Transactions and Interactions

  8. Loyalty Behavioral Intentions Behavioral Loyalty Recommend Increase Attitudinal Loyalty Attitudes Perceived Value Perceived Price Related Images Perceived Quality Experiences & Interactions Account Management Quote/Order Processing Online Information Customer Support Delivery Billing Customer Relationship Model 3.0 – Modeling For Customer Loyalty

  9. Research Program Overview • Assign team members • Define roles & responsibilities • Finalize program objectives & timeline • Address sample requirements • Communicate to internal & external stakeholders Planning & Design

  10. Research Program Overview • Develop questionnaire design, flow & content • Finalize quantitative design • Finalize sample design & procurement • Conduct pre-test, then complete data collection Questionnaire Development & Data Collection

  11. Competitve Position LEV LEV LEV Performance PI SI LEV PI SI SI PI PI PI NOTE: PI = Primary SI = Secondary LEV = Leverageable Research Program Overview • Quantify performance and perceptions • Complete all data analysis including competitive benchmarking Data Processing & Analysis

  12. Research Program Overview • Conduct work session to review & discuss results • Present final results using approved reporting formats • Engage in action planning to initiate change Reporting, Deployment & Action Planning

  13. Account Team Core Team Marketing Sciences Product Development Technology Operations Theory Analysis Reporting Tools Theory Integration Data Collection Data Process Core Team members provide support for all areas of expertise Walker Resources Available To Clients

  14. Why Walker? • Stakeholder Power (Perseus Publishing, 2001) • Benchmark Studies on Employee Loyalty • Newsletter Publication • Conferences, Forums “Stakeholder loyalty is the main driving force behind any truly successful company.”

  15. 3939 Priority Way S. Dr. Post Office Box 40972 Indianapolis, IN 46240-0972 Phone: 1.317.843.3939 Fax: 1.317.843.8887 Email:info@walkernet.com Web:www.walkerinfo.com

More Related