Customer Advocacy

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

Goals

• Focus more on our Merchants and less on our ourselves by adopting an outside in approach
• Understand more about what our Merchants really need and additionally what their customers are expecting
• Integrate the existing voice-of-the-customer program and other initiatives into a global approach
• Judge every interaction on how well it fulfills our mission of "to meet and exceed our clients expectations"
• Engage all employees in improving customer experiences
• Gain collective ownership of the customer experience by the Executive team
• Establish a long term plan towards a customer-centric GlobalCollect
• Ensure that employees knows who our customers are and what GlobalCollect  provides them with both from a technical and business perspective
• Give customer experience the attention that it deserves

Initiatives
Launched in 2011 the Customer Advocacy Program covered a number of initiatives:

• Global Customer Advisory Board
• Customer Touch Meetings
• Continual measurement of Satisfaction
• Communication