Initiate

The Initiate phase of any Customer Loyalty Management process is where the core team (or person) confirms leadership support and engages the organisation.

It is critical to actively commence the process in order to ensure successful long term implementation

Outcomes

1. Confirm Senior Management leadership
2. Create the program governance structures
3. Assess current approaches and capabilities
4. Engage and align the organisation

Methodologies We Provide

1. Leadership engagement and evangelising
2. Governance Design
   • Processes
   • Roles and responsibilities
3. Program Design and reporting
   • Goal Setting
   • Incentives
   • Internal communication
4. Customer Loyalty Strategy Review
5. Customer Centricity Benchmarking
6. Employee Education

"We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.

I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives.

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best.”  Renee Farnham Customer and Market Insights Manager nib Health Funds

Renee Farnham
Customer and Market Insights Manager
nib Health Funds