Outsource Magazine

One of the main business objectives all over the world is how to grow in a cost-effective way. There has been a lot of talk over the past few years about word of mouth marketing and the positive impact this can have on the achivement of this objective. This paper provides details on a programme called RoadmapTM; a series of steps that when completed, consistently improves the amount of word of mouth marketing you receive by increasing the number of advocates to your brand. RoadmapTM will help you understand the key drivers of customer satisfaction, the process improvements you need to implement and will result in significant increases in your satisfaction rating. These increases will produce a higher level of customer retention and word of mouth marketing through brand advocacy.

Download Roadmap to Customer Loyalty - PDF

Percepta is a global customer contact specialist with offices in Europe, Asia Pacific, North America, South Africa and Australia. We design and manage customer experience programmes for some of the world's largest and most recognised brands.

We do this by partnering with organisations to understand their business and their customers, create world class experiences and develop advocates and ambassadors for brands and products. We have Customer Relationship Centres and Business Assistance Centres across the globe, each delivering tangible returns for our partners.