Customer Advocacy

GlobalCollect’s Customer Advocacy Program, launched in 2011, covers a number of initiatives across all areas of the business creating customer intimacy at each touch point of the merchant journey.

Goals

  • Judge every interaction on how well it fulfills our mission of "to meet and exceed our clients expectations"
  • Remain proactive in understanding more about what our Merchants need now and in the future and additionally what their customers are expecting
  • Engage all employees in improving customer experiences

Global Customer Advisory Board (GCAB)

The GCAB is our advisory board consisting of merchants representing all regions and the majority of e-commerce industries. GCAB has been in place since 2011 and has significantly contributed to the joint development/extension of services like Business Intelligence, Reporting and payment options.

GCAB convenes annually where the GlobalCollect Board and the members exchange knowledge, best practices and joint opportunities. The result of the meetings are a program of one year with priorities and action items where GCAB members act as sponsors for the individual action streams. Updates to GCAB members are given monthly and quarterly conference call are held.

Customer Touch Meetings

The Customer Touch Meeting Program is an opportunity for merchants to come in to our offices and to present their business and experience to ALL staff. Not everybody has the chance to get to talk to Merchants and to understand how their everyday activity impacts business success and this forum allows interaction.

Continuous Measurement of Satisfaction

Continuously measuring how satisfied our merchants are is central to our Customer Advocacy Program. Our annual Customer Satisfaction Survey provides precious information on satisfaction, loyalty and advocacy and drives the central initiatives on improvements to our services and products. Our Merchant Services team collects additional feedback both formally and informally on performance, functionalities and services and ensures that this is also used to optimise the merchant experience.

APEX - Our Principles

  • Accountability  for our customer experience
  • Proactivity  when engaging with our customers
  • Empathy  to our customers and their needs
  • eXceeding  our customer expectations