Woman internet shopping on smartphone submitting 5 gold star satisfaction feedback - Millennial girl reply to customer experience survey questions by email - Review, success & retention concept

Customer Ambassador Program

We know that customers form their opinion about brands from the minute they engage, either in person or online. It’s imperative that the customer experience is right from the first interaction.

Our Customer Ambassador Program (CAP) is a first-of-its-kind, text-based feedback program that gives your customers a private and convenient way to share their thoughts and opinions. We believe that this is the most effective way to get honest and actionable feedback from your customers.

At ACL, we live and breathe the Customer Experience. Creating brand trust is at the heart of CAP, and with it we are redefining how feedback fits into the customer journey — whether a purchase is made or not.

Woman filling out 5 star silver customer service feedback survey by email on smartphone device after hotel guest experience - Company satisfaction rating, retention and quality of service concepts

So, what exactly is CAP?

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CAP is our answer to the disconnect between the brand and the customer, a valuable tool for improving your customer experience. By listening to your customers' feedback, you can identify areas where you can improve your products, services, and overall customer experience.

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CAP provides brands with a way to ask customized questions and gather the insights they need, based on their unique customer engagement goals. For some brands, this may be feedback on a menu item, while for others, it may be why they chose to purchase (or not purchase) a particular product, or whether an employee who assisted them was helpful.

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Unlike traditional surveys, CAP is not intrusive or time-consuming. It's a private, simple, and universal way for existing and future customers to provide feedback on their interaction with your business during their experience and share feedback in their own words. This gives brands a deeper understanding of customer needs and expectations.

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The result is more than 65% constructive or positive feedback, in the voice of their customer, which helps brands achieve their goals by informing them what they did right or where they could improve. By allowing the customer to participate in the journey of the brand, and sharing that their feedback has been acknowledged and/or implemented, the brand builds greater customer retention and loyalty than traditional methods.

CAP primary industries include:

Retail

Retail

Learn details about what drives customer purchases, how customers make product selections, potential pricing concerns and identify helpful employees to praise.

Entertainment

Entertainment

Capture data about how much customers engage with certain games or features offered, measure satisfaction with outside vendors and more.

Restaurant

Restaurant

Gather insights to enhance or change menu items, improve wait times, learn customer pricing preferences and identify stellar wait staff for growth opportunities.

Hotel

Hotel

Measure satisfaction with the full hospitality experience, including amenities, pricing, location, food/dining/bar service and more.

Senior Living

Senior Living

Uncover ways your communities can exceed expectations of residents and their loved ones, improve safety and cleanliness, measure staff training success and more.

CAP stands out among other tools:

CAP empowers leadership teams by gathering honest, open communication through customer incentives that encourage real-time feedback. And since more than 65% of CAP comments are positive, managers have the opportunity to recognize their staff and reward them for being intentional with customers.
CAP supports future marketing efforts. Respondents are incentivized to provide feedback and opt in to future marketing communications. Opt-ins can be collected regardless of whether a purchase was made or not, one of the many aspects of CAP that no other tool provides.

CAP gives brands data points, as well as detailed customer stories, and A Closer Look supports clients with actionable advice on how to continually improve the brand, service, atmosphere, and more.

CAP also builds employee engagement within an organization. Positive customer experiences are often accompanied with an employee name, allowing managers to praise staff in real time and recognize them for a job well done among peers. Vocalizing this builds a culture of customer and employee appreciation that continually drives positive experiences and recognition.
The best part?
We know that data alone doesn’t tell the whole story. A member of the ACL team is at your disposal, helping you interpret actionable insights through our interactive cloud-based dashboard. We stick with you, ensuring that you not only capture the intel you’re looking for, but obtain it without friction in an easy to understand way.
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More advantages of CAP:
Competitive Advantage

Stay ahead of ever-changing trends and consumer behaviors

Verified Contact Information

Collect verified, pre-opted in, contact information for your marketing efforts

Customer Feedback

Supplement your existing engagement programs with honest and actionable customer feedback

Revenue Growth

Identify new opportunities for revenue growth

Resources

CAP-Retailer-Case-Study-LP-Graphic
Case Study: Reprioritizing Customer Feedback to Improve Data Collection, Drive Operational Changes and Boost Employee Morale
2022 Large Retailer Customer. How might a retailer increase revenue by 0.7% in less than one year, while also improving customer service scores by 29 basis points? By implementing A Closer Look’s Customer Ambassador Program,
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7-Ways-AI-Transforms
7 Ways AI Will Forever Transform CX
The principles of good customer experience remain relatively constant: understanding customer needs, delivering value, providing exceptional service, and building meaningful relationships. These foundational elements form the core of any successful CX strategy, however, the rapid
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Enhancing Brand Image – A Data-Driven Examination of the Recruitment Process and Its Impact on Brand Reputation
Whitepaper: Enhancing Brand Image – A Data-Driven Examination of the Recruitment Process and Its Impact on Brand Reputation
Key Takeaway: The Recruitment Experience has a Tangible Impact on Brand Opinion From the data collected, the biggest takeaway for brands is that the application and interview process significantly influences applicants’ opinions of a brand,
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Ready to take the next step in getting to know your audience better?

Fill out the form below to connect to learn more about the Customer Ambassador Program today.