I’m a self-proclaimed customer experience enthusiast
Having survived more than my fair share of crappy service experiences, I was thrilled to find a career path where my marketing background meets my #CX passion.
In August 2017, I joined the amazing team at RICS in a role focused almost exclusively on customer advocacy. Since then, we’ve made a few changes here at RICS. But the most important, in my opinion, is our 100% commitment to improve the customer experience.
Here’s How We Got Here
Humbled by some honest feedback, we realized we weren’t doing a great job at engaging our partners.
Year over year, 95% of our customers renew and 25% of them have been with us for 10+ years. What were we doing to say thank you? We have countless amazing and profitable customers. What were we doing to connect our community?
Not enough. So we’ve taken a hard look at customer appreciation and storytelling.
The average RICS customer moves fast and we need to run alongside them. By focusing on consistent and personalized communication, as well as connectivity, we will continue to identify ways to enhance our customer experience.
“If you’re not serving the customer, your job is to be serving someone who is.”
– Jan Carlzon
Giving Back to Our Customers
RICS new Referral Program is my favorite example of our new narrative. Unlike its legacy, the #GiveAndGet Referral Program offers an incentive to both the referrer and the referred retailer. So any RICS partner that gives a referral gets a reward.
It’s pretty easy! Just email me.
- You refer another retailer via chat or email
- Your referral gets their first month free for all stores on RICS
- You get the same number of stores free for a month
For example, Ray Pugsley at Potomac River Running refers a five-store retailer to RICS. If the referral becomes a new RICS client, they receive their first month free for all five stores. Potomac River Running also gets five free months of their subscription, as soon as that new client goes live on RICS.
#GiveAndGet is just one of the ways we’re saying THANK YOU to our customers. Your loyalty is appreciated and your advocacy will be rewarding!
#GiveAndGet is also an opportunity for connections. The RICS community continues to grow, as does each retailer’s network within it. The Referral Program helps us continue to add new members.
So What Now?
Let me know what you think! Please send questions and feedback regarding our new #GiveAndGet Referral Program to me at firstname.lastname@example.org!
If you’d like to connect with others in the RICS community, or feature your store in RICS’ marketing and/or educational materials, I’m here to help. Our best stories always come from our clients so let us show you off!
I look forward to working with you.