How one of Europe’s largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result.
One year ago Bavaria Film started to implement Net Promoter® Score (NPS) with the help of CustomerGauge.
Bavaria Film is one of the biggest film production companies in Europe. The head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“.
Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation.
In this short video, Dr Lackner shares his thoughts on their journey to implement Net Promoter.
You can also read more detail in the two page case study that explains how they overcame issues of what data to use, internal resistance to roll-out, and turned the project into a success.
Since the project started, CustomerGauge is now in use in several Bavaria Film divisions, and is being rolled out to more this year.
CustomerGauge announces integration with Salesforce.com – now you can effectively survey contacts from Salesforce and add survey results and firefighting activities right in your database.
(view our 4 minute video on CustomerGauge to Salesforce.com® integration)
As Salesforce.com users ourselves, we have long wanted to find a way to get Net Promoter® scores and comments from our own CustomerGauge surveys into the Salesforce.com system. Two years ago it seemed a little daunting with their APEX language but with the recent addition of REST to Salesforce we now have an excellent and reliable way of doing this, using their web services interface (SOAP / REST API ).
- Attach a Net Promoter Score and comment from a completed CustomerGauge survey to the right record in Salesforce.com (it adds an Activity – you can see this in the video)
- Create a “Case” containing the relevant customer comment and other information in Salesforce.com so that existing CRM workflow in your system can be used (you can also see this in the video)
- Export from Salesforce.com – Using our survey “Fire-Fighting” functionality we are able to trigger Salesforce.com to export selected records to CustomerGauge automatically (more on that in a future post)
We have added some custom fields in Salesforce to show NPS.
We would be delighted to show you how it works, and help you to try it yourself by using development accounts on Salesforce.com and CustomerGauge.
Chicago’s 1976 cheesy chart-topper echoes the mournful cries of e-commerce retailers as their expensively-won customers fail to return to purchase again. With an average of 89%* of customers leaving after one purchase it really is “Taking away the biggest part of me”.
In a short webinar we bring together two experience e-commerce executives to discuss ways of keeping customers loyal, and returning to buy again. Here’s a clue: it’s not repeatedly sending marketing emails.
Examining the strategy behind the customer retention strategies of major ecommerce vendors including Sony, Philips and others.
- Looking after the important customers – we show how 7%** of ecommerce customers drive more than half the revenue
- Using an open source KPI as a benchmarking tool: the Net Promoter® Score
- Making customers feel like VIPs – involving them in service improvements
Learn practical examples and hear some little-known facts, and put your questions to the experts.
About the presenters
- Jos Williams, international e-commerce expert: Former Director of Philips eShop Europe, currently with GetLenses.co.uk.
- Adam Dorrell, CEO CustomerGauge, former Director of SonyStyle Europe and Dell.com.
This webinar is now archived (30 minutes): watch it here
The presentation is available in our Download area.
(first broadcast Tuesday 19 July 2011)
*/** based on anonymised retention numbers/RFM data from 10 major ecommerce clients (CustomerGauge)
CustomerGauge announce a breakthrough in real-time display of Net Promoter® Score with the stand-alone “AnalogGauge”, an internet-connected device with a moving needles showing the score for various times and segments. Building on the success of our real-time digital signage systems which utilise a plasma or large screen, the new device is designed to sit on the CEOs desk (or the desk of any member of the company’s Net Promoter team). The production model will show customer responses in real-time from CustomerGauge and Recommendi and display the overall score for a periods or segments that can be easily set on the controlling website.
Why wait for a score?
We’d like to think this shows our commitment to showing instantaneous results from our measurement systems so our clients can make adjustments in real time. Not only can clients drill into up-to-the minute comments and scores on the CustomerGauge dashboard, but can get the results displayed, tweeted or pushed into CRM systems via our APIs. We believe there is not a comparable system on the market that show feedback in this way, or offer such flexible integration options.
We are working hard to bring the product on sale in the second half of the year – it will be available to all CustomerGauge clients as a simple plug-in, and later as a display option for other measurement providers. More details on the AnalogGauge on request.
Feedback is part our everyday life, from parents, school, sports/fitness, through to 360 degree appraisals at work. Why then do many companies seem to be afraid of receiving feedback from their most valuable resources – customers?
In a short webinar, Robert Kerner and Adam Dorrell of CustomerGauge will examine:
- Reasons behind the “Fear of Feedback”,
- Examples of best practice – world class companies doing it right
- Using Net Promoter Score® as a measurement tool
- Practical ways to deal with positive, negative comments, as well as customer suggestions
- Automated processes to help close the loop: strategic and tactical
- Feedback on the feedback – examples of how to get back to customers
Access the recording: 35 minutes.
“Fear of Feedback” Webinar
June 29, 2011, 5:44 pm Amsterdam Time
More about this webinar:
There are some fearless companies out there – business leaders that engage with their customers on a regular basis, receiving and processing feedback to improve their business and reward loyal customers. Examples include Harley Davidson, Amazon, Philips, Apple etc. These companies see their customers as valuable resources. [more]
But it seems these are not the norm. Either companies are getting worse, or consumers more choosy. According to a recent survey, more than 80% consumers stopped doing business with a company because of a bad customer experience, (up from 59 % four years ago)*.
Companies need to stay closer to customers to be able to spot problems early and react quickly.
In this webinar, aimed at customer experience professionals, we promise you will pick up some useful tips on how to use customer feedback to increase customer loyalty/retention and identify problems to be improved.
“I’m gonna keep eating smoke, and bringing out bodies… ” quips Steve McQueen, playing the courageous fire chief O’Hallorhan at the very end of The Towering Inferno, closing one of the defining firefighter portrayals in movie history. The “Firefighter as a hero” with all the attendant risks and valour is a popular image both in film and real life, so is it possible that something so humdrum as “Fire Prevention” could be somehow more heroic?
Yes, it can – in the world of customer surveys, and in the number of lives saved.
For the first time in NPS memory (that’s about 5 years in our lives, having started this Net Promoter news column in 2006) we have seen NPS mentioned in a major newspaper (this is the London Evening Standard from today – source) and in the first paragraph.
We’ve covered the Metro Bank before on these pages – it’s a new UK retail bank with focus on the customers. The article tells of founder Vernon Hill crowing about a “97%” Net Promoter score, and he lists the other usual suspects, including the Barclays score of -35. Nice to see such a focus on the customer. Let’s hope he keeps publishing his scores (preferably with some methodology around it – without wishing to being cynical we’d like more detail around that incredible 97 score).
If not time to read the article we have a handy chart here…
Getting data into CustomerGauge is simple – we cover major data formats including CSV, TXT, Excel/Google Spreadsheet XLS format or XML. Transport mechanisms inlcude email, FTP, API or in-application upload. This means that we can take data from almost every CRM system, including Salesforce.com, SAP CRM, SugarCRM, Siebel and Microsoft Dynamics. Alternatively, we can take transactional data straight from popular e-commerce systems including DigitalRiver, Magento, automating the upload so it happens in the background every day.
If that doesn’t fit, our development team have almost certainly got a plug-in that can be customised to fit your application.
When you are ready to measure Net Promoter Score we are ready to assist.
Also, see more on the file details in this post: CustomerGauge In: B2C Data Import Formats
Following hot on the heels (clogs?) of our Dutch Effect post yesterday, we were immediately contacted by a local Amsterdam enterprise, who are determined to show that the Dutch are not low markers when it comes to Net Promoter® Score.
Local businessmen Hertz van Rental, is the owner of the “Stoot Je Hoofd Niet” Snack-Restaurant [trans: "Don't Hit Your Head"], slap-bang in the centre of the old Jordaan, Amsterdam’s former working-class-gone-hip neighbourhood, and represents a collective of bars and cafes in the area. The venues sell the well known Dutch delicacy, the tasty “Kroket” (or “Kroketje” to the cognescenti), a filling food which is the ideal complement to a beer, while enjoying the bar singers belting out sentimental Johnny Jordaan or Tante Leen numbers. The organisation goes by the name of the Jordan Organisation for Kroketje Excellence, and is dedicated to high standards of quality and service for this important part of the experience.
“Our Net Promoter Scores are so high” says Mr van Rental, “that our members regularly get an NPS of more than 90″. He concedes that booze and singing might help push up the scoring a little, but showed us verbatim comments from customers along the lines of “I would give you 11 out of 10 for this Kroket”. He challenged us to help his organisation take better feedback from their customers.
I am proud to say the CustomerGauge organisation rose to the challenge.
Thoughts on how cultural differences impact Net Promoter® Score
Yesterday we had three webchat enquiries within an hour from different countries relating to exactly the same topic. This one is typical: “I’m searching for information if there are cultural effects that impacts the NPS. I’m specially interested in if Dutch customers are “harder” to receive a high NPS score from then the rest of Europe”. It’s not normal to hear such a specific pattern of questioning like this, and at first we thought it might be some kind of sophisticated botnet attack attacking customer loyalty firms. But when we spoke to one of the questioner it was clear it was genuine, apparently triggered by one of the company’s Big Client survey results just coming back. And you guessed it, a low score from the Low Countries.
I was asked, in a conspiratorial way “Is there something like a “Dutch Effect” on scores?”