All customer retention strategies rely on a network of internal and external resources. However, a few key resources often get overlooked:
- Social media analyst: Individuals who are involved with your social media initiatives gain an understanding of the customer and prospective customer through a different channel. Combining these two perspectives helps communicate a more holistic view.
- Communication specialist: Getting a colleague's attention is a top challenge among customer strategists and involving a communication specialist on the team can help.
- Financial analyst: Aligning the customer satisfaction and loyalty research with financial metrics, such as revenue growth, and profitability, will help position the information in terms that are meaningful to executives and enhance the recommendations.
- HR: Customer input is a valuable resource during performance reviews, particularly for customer-facing associates. Engaging HR will ensure customer input is used to recognize and reward the right associate behaviors.