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Loyalty Spectrum

ADVOCATE ASSESSMENT. Health Check. Customer. Loyalty Spectrum. Potential for Advocacy. Immediate Steps. Long-Term Plan. internal. direct. liaison. public. Happy customer. Happy but has questions. DEPENDENT. Unhappy customer. Needs immediate attention. DEPENDENT. DEPENDENT. USER.

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Loyalty Spectrum

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  1. ADVOCATE ASSESSMENT Health Check Customer Loyalty Spectrum Potential for Advocacy ImmediateSteps Long-TermPlan internal direct liaison public Happy customer Happy but has questions DEPENDENT Unhappy customer Needs immediate attention DEPENDENT DEPENDENT USER DEPENDENT USER ADVOCATE DEPENDENT DEPENDENT LOYAL Uses the product provide feedback and anonymous usage Internal: USER LOYAL Product is critical part of job Direct: 1-on-1 references, analyst calls DEPENDENT LEGEND Loves the product Liaison: education, introductions, community LOYAL Willing to influence others Public: testimonials, case studies, press releases ADVOCATE

  2. ADVOCATE ASSESSMENT Health Check Customer Loyalty Spectrum Potential for Advocacy ImmediateSteps Long-TermPlan internal direct liaison public ? CHOOSE Happy customer Happy but has questions Unhappy customer Needs immediate attention HOW TO USE THIS TEMPLATE Select a set of customers and interview them to gather the information needed in this assessment. For more information on how to conduct these interviews, send us a note at info@explorics.com. We’ll be happy to help! Fill out a line for each user and replace the graphical elements in that line with the appropriate ones from the collection to the right. Consult the legend at the bottom of this sheet for definitions. Obtain a picture of your customer – LinkedIn or Facebook are usually good sources. Right click on the two blue heads in the template and select “Change picture” to drop your customer’s image into the circle. Slide the right-hand image of your customer to the appropriate position under the “Potential for Advocacy” section. If you have any critical or sensitive next steps, highlight that information in red. Delete these instructions when you are done. Save your document as a PDF and share with your team. GRAPHICAL ELEMENTS Health Check Customer Icon Loyalty Spectrum USER DEPENDENT LOYAL ADVOCATE Uses the product provide feedback and anonymous usage Internal: USER Product is critical part of job Direct: 1-on-1 references, analyst calls DEPENDENT LEGEND Loves the product Liaison: education, introductions, community LOYAL Willing to influence others Public: testimonials, case studies, press releases ADVOCATE

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