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SIKORA ASSOCIATES, LLC
C.A.R.E.tm
More than ever, it is essential that organizations create and sustain strong relationships with customers and other stakeholders.
NOT JUST ANOTHER CUSTOMER SATISFACTION OR LOYALTY MEASUREMENT PROGRAM.
With the C.A.R.E.tm framework, we cover the entire customer lifecycle of
Customer (stakeholder) relationships:
Acquisition of new relationships via sales, marketing, word-of-mouth
Retention of existing relationships via qu ality transactions, service and product value, and image management
Expansion of existing relationships via anticipation of emerging needs, continuous innovation, and building of social capital
After decades of experience in customer satisfaction, loyalty, and relationship measurement, we have identified a core set of measures that consistently reflect the nature and strength of your relationship with customers. Your measurement program can include other measures if you desire, but your study can be streamlined to these measures for high value actionable data that can be compared to other company's results and tracked reliably over time.
C.A.R.E.tm leverages decades of research about attitudes and the linkage between attitudes, intentions, and behavior.
ABC’s of attitudes
Three dimensions of attitudes:
Affect (how I feel about you)
Behavior (how I act toward you)
Cognition (how I think about you)
Research shows that past behavior is the best predictor of future behavior.
Most programs measure only feeling or thinking dimensions.
We include measures of past behavior to ensure you have
A comprehensive understanding of your connections to customers and
Stronger predictive power in models of intentions and future behavior (outcomes)
A FLEXIBLE FRAMEWORK
The C.A.R.E.tm framework can be adapted to help organizations understand and strengthen relationships with:
Current Customers
Lost Customers
Competitive Customers
Potential Customers
Employees
Suppliers
Donors (Non-profits)
Volunteers (Non-profits)
Contact us to find out more about the C.A.R.E.tm framework and measurement approach.
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