Recently, we introduced the CustomerGauge Digital Signage, a tool that narrowcasts customer feedback within the organisation, and which has become a focal point for staff collaboration.
This has proven to be a real driver of internal excitement for businesses as the voice of the customer finds a permanent place inside the organisation. But at a time when up to 80 percent of potential buyers agree with the idea that online reviews influence their purchase decisions, if you want to share positive feedback with people outside the organisation, you don’t need an intranet notice, or an internal memo.
You need a megaphone.
The CustomerGauge Testimonial Sharer is a tool that enables you to publish selected customer testimonials on your website, in-store or elsewhere, with just one line of code. Unlike the Digital Signage, the Testimonial Sharer does not narrowcast, but can be used to broadcast testimonials to potentially hundreds, thousands, or even millions of leads.
How to use it
Because it is customisable, there is a wide range of possible uses for the Testimonial Sharer. It can potentially be used to share:
- Select positive customer feedback on a public website or in a public physical location such as a shop floor.
- Unfiltered or partially filtered comments with registered users.
- Full comments and details on an intranet.
- Can be shared via URL or by adding an iframe to your site HTML.
- Can be customised to fit in with the look and feel of your website, including font, colour, border, and other style options.
- Looks equally attractive on desktop, mobile, and across operating systems, which is increasingly important as more and more shoppers start their purchase journey on their mobile device.
- Can create multiple versions, which means different testimonials can be displayed on different product pages or brand websites.
- Comments can be approved individually, filtered by score so that only Promoter feedback is shown, or filtered by location, store, or language to make sure people see only relevant recommendations..
- Scores can be displayed by number, with a star rating, or hidden altogether.
- Dates and other segmentation data can be displayed or hidden as required.
Do you have customer feedback that you’re proud of? If you are already a CustomerGauge user, speak to your client operations professional about introducing the Testimonial Sharer to your marketing arsenal. If you are new to CustomerGauge, please contact firstname.lastname@example.org.
Imagine if you had a tool that was a driver of creating a customer-focused workplace culture, that helped staff quickly identify what needed to change, and which did so with neutral, authentic voice – the voice of the customer.
CustomerGauge’s Digital Signage is designed to meet these goals, by “narrowcasting” customer feedback and other selected information across any screen in the organisation simply by sharing a URL.
Where once impromptu conversations may have taken place around the watercooler, they can now be inspired by listening to the “Ultimate CEO” of the company – its customers.
Digital Signage Benefits
Having the Voice of the Customer permanently visible in the organisation means:
- A new focal point for staff collaboration.
- No need to guess what customers are thinking – it’s clearly spelled out where everyone can see.
- Staff have access to the intelligence they need to make incremental, bottom up change based on a neutral, outside voice.
- There is automatic recognition for work well done and automatic notice when there is an issue.
- There is a new level of transparency for the organisation as staff from the top down have access to the voice of its customers.
- Flexible configuration means you can show (or not) Net Promoter Scores and score trends, scores by country, comment carousel, firefighting, word clouds, static images, and much more.
- You can create and edit as many versions of the Digital Signage as you like (one for each office if you wish)
- If security is required, an IP white list can be set.
If you are CustomerGauge user interested in finding out more about the tool, please contact your client operations professional. If you do not yet use CustomerGauge, please get in touch with us at email@example.com
In addition to global lingua francas such as Hindi, Portugese, Spanish, and Chinese, CustomerGauge is pleased to announce that Mohammed Y. Naghi & Brothers Group has become the first CustomerGauge client to launch a Net Promoter® survey in Arabic.
The news is significant to CustomerGauge users because the system now has the ability to send Net Promoter surveys in over thirty languages. As well as increased language capabilities on the survey side, the platform itself is available in English, German, Dutch, Spanish, French, and Chinese.
Employee NPS survey to gather feedback across the Middle East
What is also interesting for Net Promoter aficionados is that the consumer goods to foodstuffs distribution business is surveying employee satisfaction with the platform’s eNPS (employee Net Promoter) survey tool.
After choosing the CustomerGauge eNPS tool due to its anonymous feedback and reporting functionalities (built-in to protect the privacy of individual employees), the business is now rolling out the survey to more than 3,000 staff across the Middle East.
The eNPS surveys will be sent out twice a year by email (including mobile-optimised email surveys), SMS and a survey on the company website, and is the first step in a larger Net Promoter program that will see the business use the CustomerGauge platform to survey end customers in Arabic and English across the Middle East.
The Arabic capability brings the CustomerGauge platform one step closer to the goal of being able to send surveys in any language and market and deliver feedback in real-time.
Read the full press release: CustomerGauge launches first Net Promoter survey in Arabic
.ونحن سعداء أن نعلن مجموعة محمد ناغي وإخوانه أصبحت أول عميل لشركة محمد يوسف ناغي و أخوانه لإطلاق شبكة الترويج مؤشر رضا
العميل المسح المسح باللغة العربية
من السلع الاستهلاكية إلى المواد الغذائية وأعمال التوزيع يستخدم لنا (موظف صافي المروج) لأداة المسح لمسح أكثر من ٣٠٠٠ موظفا في أسواقها في الشرق الأوسط. فاختارت أداة لنا بسبب ردود الفعل إلى المجهولة ووظائف والتقارير التي هي مدمجة لحماية خصوصية المستخدمين الأفراد العاملين. سيتم إرسال المسوحات مرتين في السنة عن طريق البريد الإلكتروني (بما في ذلك المسوحات البريد الإلكتروني المتحرك الأمثل)، والرسائل القصيرة، ومسح على موقع الشركة، وتعد الخطوة الأولى في شبكة برنامج المروج الأكبر التي ستشهد استخدام التجاري لمنصة مسح العميل النهائي باللغتين العربية والإنجليزية في جميع أنحاء الشرق الأوسط
No IT system is an island. Most enterprise systems have ways of getting data in and out – some easier than others. But at CustomerGauge, we are proud of our track record in integrating with all sorts of diverse systems from mainframes to PC servers.
We have interfaced with Salesforce.com, SAP.CRM, Siebel, DigitalRiver, Magento to name a few.
Part of our ability to do this is our publicly documented and available API (Application Programming Interface) system. For those that wouldn’t know an API from your BMI, an API is an “application program interface” – it allows CustomerGauge to automatically send and retrieve data to and from any external system. And we’re proud to announce new upgrades to our set of APIs for CustomerGauge 3.0.
The updates extend the previous API system (2.0) to simply and quickly get data in and out of nearly any external system.
For the new 3.0 API, we use well known interfaces, and several standard ‘methods’. The APIs are REST-based. You can use them with XML or JSON input/output. Files can be “POSTed” to the API for improved security.
We now follow a “CRUD” scheme – you can Create, Retrieve, Update and Delete records as needed. You can read all about the differences and new capabilities on the CustomerGauge Support Site.
Company announces new tool for its enterprise-class feedback solution
CustomerGauge is excited to announce the latest feature to its hi-tech customer feedback solution. Called Faxback, the revolutionary new feature allows businesses to carry out Net Promoter® surveys with their customers by probably the most simple and effective way possible – fax.
“Too many software companies run after the latest flash-in-the-pan technologies without considering what really matters – their customers,” said CustomerGauge CEO Adam Dorrell. “Over the last five years, we’ve been at the forefront of mobile surveying, and that has helped us connect with mobile users. But we realised that in order to take the next step to that 360 degree connection with the customer, fax surveys were a no-brainer.”
The new feature is both simple and user friendly. Businesses choose a typeface and layout with the help of an experienced CustomerGauge client ops professional, and mail it to the CustomerGauge office, where it gets faxed out on one of the twenty new “fax machines” specially bought for the purpose. Customers simply receive the fax, check the appropriate score and add feedback, and fax it back to a number on the form.
The returned faxes are scrutinized by a team of fax-savvy interns and stored in specially designed secure filing cabinets in order to safeguard their integrity.
“Customer service is deeply woven into CustomerGauge’s DNA,” says the head of the CustomerGauge Fax-as-a-Service Department Retro Tecmon, and adds “Along with Faxback, we have a number of new customer-initiated features in the pipeline. In fact, we are actively looking into surveying remote customers by carrier pigeon – a level of connectivity that our competitors can only dream about.”
CustomerGauge’s fax machines are stored in a secure, climate controlled room affectionately known as “The Cloud” and powered by Amazon SFS – “Simple Fax Service.” The system has the capacity to send and receive literally dozens of surveys an hour. Clients who wish to learn more about the new feature are invited to FAX CustomerGauge at +31 206 22 96 04
Faxback is available to all CustomerGauge users from 1 April
A good example of a client requested development that is now available to everyone: CustomerGauge users now have the option to bookmark searches – a small but helpful platform upgrade that allows users to save time by accessing favourite searches whenever they want.
It’s simple to do. After you have selected your filters, data range and type in any report, and apply whichever filters you choose, click on the the blue star at the top right of the report page. A drop down menu will ask if you want to “Add this to Bookmarks”, and the bookmark can be created by clicking on the link. And this is now available as a bookmark for all users in your CustomerGauge system.
Below is a screen grab of a mock search, with the “Add this on Bookmarks” option in the top right hand corner. Easy!
And here it is, step by step:
It’s available as an option for all CustomerGauge clients.
Be a miner, not a mountain climber
Rather than spend time climbing over mountains of data, customer experience professionals want to get to quickly pan for their valuable Net Promoter® information in a small pool, to find the most relevant insights needed to change their business.
As another small step on the road to providing ever-more relevant, continuous feedback, CustomerGauge has introduced Real-time Dashboard Filters. This new feature enables users see at a glance feedback and scores being given across a variety of Filter options, such as geographical regions, countries, client levels and more. If they wish, users can set multiple Filters simultaneously and see changes applied instantly.
The screenshot below shows filter selection by country.
Data can be exported to CSV, XML, or XLSX files with the following options:
- Single or multiple Filters applied.
- Date ranges (including from sent date or survey completed date).
- All surveys sent out or only those with responses.
Real-time Dashboard Filters are now live and ready to use. If you are not a CustomerGauge user but interested in finding out more, please get in touch with firstname.lastname@example.org.
We are pleased to announce a new feature for the CustomerGauge 3.0 platform – a simple and secure way to manually upload data.
The new function is simple to use – all you need is to import a CSV or XML file or copy and paste data from an excel file directly into the system. If there are input errors in any fields (such as email addresses not being formatted correctly or blank fields) the system will automatically notify the user .
After uploading, you can instantly see how much information was uploaded correctly, as well as statistics on the uploaded data.
For a full demonstration, please watch the video below!
Net Promoter News: Restaurateurs know customer service, Obama on a Promoter roll, but both candidates verging on unelectable, NPS asker on Telstra uniform, Canon smokes competitors
To kick off this week’s News about Net Promoter, a note from the food industry.
According to a new book, “The Art of Restaurateur” reviewed in The Economist, the restaurant business is one of the toughest around. With approximately 60% of American eateries closing or changing ownership within their first three years, making the customer truly happy is a vital part of the success equation, lest the brave entrepreneur risk his or her livelihood and sometimes even health in this hazardous occupation.
Author Nicholas Lander, himself no stranger to the business, offers this sage customer satisfaction advice that could be applied across all industries: “Mistakes are inevitable, but almost all can be put right with a smile, and apology and a generous gesture. Treated right, the unhappy customer becomes a lifelong fan”. The Economist
Obama on a Promoter roll, but both candidates verging on unelectable
According to new research by the Temkin Group on the US election, President Obama significantly outstrips challenger Mitt Romney when it comes to Promoters. However, in an intriguing twist, the research shows that Obama and Romney have very low overall scores, with Romney registering NPS -67 and Obama -33.
According to Bruce Temkin, the survey was a random sample with respondent demographics matched to the US Census population distribution for age, income, region, gender, location and ethnicity, but does not include quotas for party affiliation. For a lively discussion on the methodology and implications of the survey, as well as extra demographic quirks in terms of support for each candidate, see Experience Matters.
Telstra’s new duds to get Net Promoter treatment
Aussie telco Telstra has had an image problem with many Australian consumers for a number of years, (external research put the company’s NPS at -44 in 2006). In an effort to turn around this dismal perception among its customers, this year the company has been trumpeting a renewed focus on customer service and implementation of NPS surveys.
In a continuation of this theme, this week the Telstra announced that in a push to give the brand a consistent identity and bring a more human and personal touch to its customer interactions, it is introducing new uniforms across its entire workforce. According to CMO Mark Buckman, the impact of the new uniforms will be measured using Net Promoter, both internally and externally.
By some measures, Telstra has already seen an improvement in its customer service over the last year – but how much impact will a new outfit have?
It may be tempting to dismiss this as a PR gimmick of little substance, but Buckman believes that uniforms have a “vital” role to play in perceptions of the Telstra brand, and furthermore, the new duds will help bring back a positive energy into the workplace. Given that employee engagement is a consistent attribute of businesses with leading customer service, Telstra may just be on to something.
However, we are curious to see how the question is worded. “Would you recommend this uniform to a friend or family member?” seems a strange angle to take on a customer satisfaction question… The Australian (partial paywall)
Canon outguns competitors in Readers’ Choice Awards
Canon USA has announced it has received the 2012 PCMag.com Readers’ Choice Award for Service and Reliability for digital cameras, camcorders and printers, with its NPS for camcorders increasing by 11 points (to +57) for 2012.
PCMag.com bases the awards on responses to surveys it sends to its subscribers. Respondents are asked only to rate products and services that they actually use, and are asked several questions about their overall satisfaction with the products. These questions span product reliability, technical support, and repairs within the past 12 months – giving a thorough overview of consumer sentiment among a very engaged group of users.
According to the publication, PCMag has asked readers how likely they would be to recommend a company for a number of years, and now presents the answer to that question as both an average and a Net Promoter Score. Sounds a sound methodology to us!
Australian CustomerGauge User Group (ACGUG) meetup
In March this year, our partner Genroe organised a meetup for CustomerGauge users in Australia, and according to visitors probably the best part of the meeting was the way attendees freely shared their insights and ideas on the question “how we’re making Net Promoter work for us.”
Genroe is now organising a second meetup for the end of this month, with the goal of sharing best practices among users and discussing new features of CustomerGauge. Genroe
Net Promoter Vacancies
Customer Insight Manager: Glasgow
Customer Relationship and Loyalty Manager: London, The Carphone Warehouse
Join us on our webinar “Making Your Business Transparent with the CG Social Media Suite”, where we will give you an overview on how to use CustomerGauge effectively. As well as an overview of new features that we have implemented such as:
- The Social Bar (buttons to encourage posting to FaceBook, Twitter, LinkedIn etc)
- Digital Signage
- Testimonial Publisher
We look forward to answering any query you might have on using the tool and sharing with you a few tricks on getting the most out of it in the shortest possible time.
Join this webinar:
Date: Wednesday 12th September, 2012
Time: 16:00 Amsterdam / 15:00 London / 10:00 New York
Length: 1 Hour Approximately
Presented by: CustomerGauge Client Operations Team