Consider these three tips for aligning the customer satisfaction and loyalty program with the corporate business strategy:
- Have a visible executive sponsor. As the business strategy changes, ask if you have the right sponsor.
- Customer survey research is only beneficial if it informs decisions and creates change. Best practice companies embed the customer feedback into existing systems and processes.
- Measure the impact of change. As improvements are made, measure the impact of the change and share it with key stakeholders.