Relationship Strength Score (RSS)

Relationship Strength Score (RSS)
The Relationship Strength Score (RSS) is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today.
Start
Add to your list:

Relationship Strength Score (RSS)

The Relationship Strength Score (RSS) is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today.
Start
Add to your list:
Measuring Employee Loyalty Factors
This survey / interview methodology is designed to measure three main factors of loyalty:
senteo
Rational
Factors of Loyalty
senteo
Emotional
Factors of Loyalty
senteo
Aspirational
Factors of Loyalty
senteo
With implementations in multiple countries and industries, we can confirm a clear correlation with revenue, loyalty, and relationship consolidation related to the score.
The Relationship Strength Score can be used to measure loyalty with customers as a whole or in specific segments and/or geographies. It has also proven quite valuable in multiple implementations as a measure of employee loyalty.
Humans Are Important!
Humans Are Important!
Many will say that humans will be replaced by artificial intelligence or automated out of most positions with recurring tasks; however, most businesses are still designed with humans as customers or end users. Most customers, when faced with a difficult problem, a complex issue, or a need for some well-tailored advice, will seek the help of a human if they cannot easily find a solution through digital channels. How your team handles these contacts are “moments of truth” in the relationships with customers: great human contacts will strengthen the relationship; poor human contacts may risk the relationship altogether.
Corporate Culture Is Important!
Corporate Culture Is Important!
Most companies dedicate significant attention and resources on creating technological infrastructure and agile product teams and underperform on ensuring consistent contact quality. How your teams collaborate to ensure consistent customer experiences and great customer relationships is vital for any business today.
What Else We Measure?
Customer Experience Culture Index (СXCI)

The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. Unlike other mystery shopping methodologies, the CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact

Customer Experience Index (CEI)

The Customer Experience Index (CEI) allows companies to measure and benchmark the quality and consistency of customer experiences for potential customers visiting a physical location for the first time.

Five Promises

The Five Promises platform is an accessible, simple and standardized instrument for collecting customer feedback on the quality of human contact with customers. The analyzed feedback is then represented in interactive dashboards with insights on how to improve quality in your customer touch points in five key promises that any organization should fulfill for their customers.

Still Have Questions?

    Senteo’s Content
    See All
    In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
    Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
    Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Roger Dooly unpacks the plethora of methods that marketers can use to reach the ‘locked’ minds of the consumers – the 95% of the brain that accounts for unconscious thought.
    Siggelkow and Terwiesch propose 4 frameworks for transforming episodic interations between customers and businesses into continuous customer relationships, removing many of the issues of traditional business models.
    In this thought-provocative book, Marcus Buckingham and Ashley Goodall dissect and debunk some of the most ingrained assumptions about work and leadership.
    A follow-up to The DNA of Customer Experience, which takes a more futuristic view of customer experience and trends which are shaping it. The book describes components of three major trends.
    Northern Irish poet and author Michael Foley investigates the foundations of fun and what it has meant throughout the ages. Underneath the veneer of light-hearted and witty text lies a conceptual template for creating fun and memorable experiences.
    Kim M. Scott discusses the behavior of the bosses and their types. She insists that a combination of honesty and care for people can result in a happier and more productive workplace.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.