Acardpay CUSTOMER ADVOCACY: NATURE & NURTURE
20 June 2014 - For the past three years Acardpay has been using the term Customer Advocacy to officially signify its customer-centric approach to providing payment services and knowledge to online merchants. While the term itself may be only be three years old in the organization, to the employees the spirit of Customer Advocacy is entirely familiar and has been an inseparable part of Acardpay’s employee mentality for two decades.
On the eve of our 20 year anniversary, we look back at a journey travelled along side some of the world’s biggest and best known brands. This journey may not have always been care-free, but it's certainly been exciting and has revealed the true character of who Acardpay is and what the company can do for its clients. We know that what makes us stand out from the rest are our employees, employees who strive to go the extra mile for the client. Employees who take pride in what they can do for the clients and teams that make a difference performing day to day tasks. So the best way to describe Acardpay’s “spirit” of Customer Advocacy, is to say that it is in the X-factor that each individual employee brings to the company when carrying out their work for our client. Essentially, without the customer-centric Acardpay employee, there is no Acardpay Customer Advocacy.
In the spirit of Customer Advocacy, Acardpay has several initiatives to underscore its commitment to service excellence and customer focus:
Customer Touch Meetings
An open podium for clients to come and present to all employees at the company headquarters. All of our employees are invited to attend the presentation and to learn more about the merchant’s business so that they can better understand how to deliver value to the client. Clients are encouraged to highlight strongest and weakest spots in the relationship, so that both parties can engage in an open discussion.
Global Customer Advisory Board (GCAB)
Acardpay merchants with significant regional, knowledge and industry importance function as advisors and collaboration partners to the management board on strategic matters. The management board listens to our clients when developing their strategic objectives and involves GCAB member merchants in functional workgroups with relevant departments of the organization.
Perspectives/Insights
Global and regional conferences based on best practices, lessons learned and industry’s innovations allow online merchant account to openly interact and share knowledge on an open platform facilitated by experienced and expert subject matter employees.
Customer Satisfaction Surveys
Merchants are surveyed by a third party and the results are shared organization-wide. Adjustments are made to correct and compensate for shortcomings while best practices are shared and replicated where possible.
The common thread that is present in all these activities is the fact that clients have expressed how happy they are to work with Acardpay’s employees. The employees differentiate themselves by being engaged, responsive, and understanding toward the client.
Maybe Acardpay attracts certain types of people who are natural Customer Advocates, maybe it is lucky to stumble upon such employees who are able to fly the Customer Advocacy flag high for 20 years but in any case, I believe that people are good at their core and for the past decade, Acardpay has been able to bring out the best in its employees and therefore, in its clients.
On the eve of our 20 year anniversary, we look back at a journey travelled along side some of the world’s biggest and best known brands. This journey may not have always been care-free, but it's certainly been exciting and has revealed the true character of who Acardpay is and what the company can do for its clients. We know that what makes us stand out from the rest are our employees, employees who strive to go the extra mile for the client. Employees who take pride in what they can do for the clients and teams that make a difference performing day to day tasks. So the best way to describe Acardpay’s “spirit” of Customer Advocacy, is to say that it is in the X-factor that each individual employee brings to the company when carrying out their work for our client. Essentially, without the customer-centric Acardpay employee, there is no Acardpay Customer Advocacy.
In the spirit of Customer Advocacy, Acardpay has several initiatives to underscore its commitment to service excellence and customer focus:
Customer Touch Meetings
An open podium for clients to come and present to all employees at the company headquarters. All of our employees are invited to attend the presentation and to learn more about the merchant’s business so that they can better understand how to deliver value to the client. Clients are encouraged to highlight strongest and weakest spots in the relationship, so that both parties can engage in an open discussion.
Global Customer Advisory Board (GCAB)
Acardpay merchants with significant regional, knowledge and industry importance function as advisors and collaboration partners to the management board on strategic matters. The management board listens to our clients when developing their strategic objectives and involves GCAB member merchants in functional workgroups with relevant departments of the organization.
Perspectives/Insights
Global and regional conferences based on best practices, lessons learned and industry’s innovations allow online merchant account to openly interact and share knowledge on an open platform facilitated by experienced and expert subject matter employees.
Customer Satisfaction Surveys
Merchants are surveyed by a third party and the results are shared organization-wide. Adjustments are made to correct and compensate for shortcomings while best practices are shared and replicated where possible.
The common thread that is present in all these activities is the fact that clients have expressed how happy they are to work with Acardpay’s employees. The employees differentiate themselves by being engaged, responsive, and understanding toward the client.
Maybe Acardpay attracts certain types of people who are natural Customer Advocates, maybe it is lucky to stumble upon such employees who are able to fly the Customer Advocacy flag high for 20 years but in any case, I believe that people are good at their core and for the past decade, Acardpay has been able to bring out the best in its employees and therefore, in its clients.
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