Solutions depending on the stage you are in
LOYALINK, together with ALCO and partner companies, will help you make experiences a driver of customer loyalty and transform your program into a lever for growth.
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Benchmark NPS®
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Economics of Loyalty
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Assessment of Voice of the Customer Programs,
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Customer Voice Program Designs,
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Program Governance System Designs
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Goal Building
If you already have a Voice of Customer program in place and need to optimize certain stages, we offer services that integrate seamlessly to elevate your program to the next level.
Measurement
Listen to the voice of your customer. Identify where they are speaking and what is happening with their experiences with your brand and company.
Actuate
Close the loop with your customers and prioritize where to manage in order to deliver memorable experiences.
Transform
Managing customer experiences is a lever for growth; how do I lead the organization towards this goal?
Services
Measure
Where are your customers' experiences taking place?
Solution - Mapping of Touchpoints
Identify where and with whom your customers are interacting. We build a comprehensive customer lifecycle matrix, broken down by touchpoints and their interrelationships.
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How are your customers rating their experiences?
Solution - Design and Implementation of Experience Measurement Programs
No matter the methodology for contacting your customers or the frequency of measurement, at Alco we design and implement programs to measure your customers' experiences, especially using the NPS® methodology.
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What are your customers saying about their experiences?
Solution - Analytics
Interpreting what customers are saying about their experiences makes all the difference in obtaining actionable insights and/or drivers, but prioritizing those that need to be managed is about focusing on the priorities to be acted upon.
Accionar
How do you share within your organization what your customers are saying about their experiences?
Solution – Loyalink® Implement the technology platform designed to comprehensively manage and visualize, in real time, what your customers are saying and where to focus management efforts.
What explains why your customers have good or bad experiences?
Solution – Root Cause Understanding the underlying variables or causes that make customers detractors, passives, or promoters is the foundation for managing experiences. Through different methodologies, tools, and practices, we help you identify those causes.
How do you close the loop with customers who had a bad or good experience?
Solution – Critical Case Management in Loyalink® Based on customer evaluations and/or comments, identify the cases you consider critical or successful, and close the loop with them by implementing an alert management system that operates directly from the Loyalink® platform.
How do I prioritize which experiences to manage?
Solution – Analytics Through different KPIs built on the frequency of mentions and the NPS® loyalty indices of the drivers, identify which drivers have the greatest impact and action potential within the NPS® index.
How should your company organize itself to manage customer experiences?
Solution – Management System We develop within the organization a structure that covers Strategic, Functional, and Tactical levels, with area-specific owners,
KPIs, and goals. Using a transversal work logic, this system manages progress and tracks the achievement of objectives.
Transform
Is managing customer loyalty an investment?
Solution – Loyalty Economics Determine the correlation between your customers’ loyalty and their financial and/or commercial indicators. Demonstrate that managing customer loyalty is a business in itself—it is an investment.
How do you achieve employee participation and motivation to manage customer experiences?
Solution – Organizational Development The organization must know and live the strategic definition of managing experiences, and understand that it is everyone’s task. We design plans and programs to integrate the experience management program within the organization.
How do you quantitatively determine what the NPS® targets for your employees should be?
Solution – NPS® Goal Definition Using a series of criteria and variables related to both internal and external perspectives, goals are defined for leaders and teams.
How aligned are the different areas with the customer, and what gaps or barriers do your employees face in managing customer relationships?
Solution – Internal NPS® Using the NPS® methodology, analyze the knowledge and alignment that different areas have with the external customer, the company’s strategy, and your business processes.
