Webinar: Six ways to operate a World Class NPS Program (recording)
Apple, American Express, [Your business here]: Do you want to operate a world class Net Promoter Program?
Michel Falcon
Learn how to make your business a customer service leader with our Webinar: Six ways to operate a world class NPS program.
- A recording is available HERE.
- The slides are available HERE. (and embedded below)
The webinar was hosted by Michel Falcon, Principal of Falcon Consulting and CustomerGauge’s partner in Canada, and moderated by Adam Dorrell, CEO of CustomerGauge.
About Michel Falcon
A native of Vancouver, Michel was previously a part of the respected customer experience team from 1-800-GOT-JUNK?, where he led the organisation’s Net Promoter system. Besides championing improved customer experience for Canadian businesses, he regularly speaks at customer service conferences and contributes to online and print publications. Read more about Michel here.
Presentation highlights: Six ways to operate a world class NPS program
Tip 1: Create initiatives to increase the good and decrease the bad
Too often businesses gather feedback and let it sit in what Michel calls a “virtual storage unit.” Understand what you’re doing well, and repeat that across the enterprise. On the flipside, also understand what you’re doing badly, and although there may be a temptation to take it personally, instead use it as an opportunity to make operational improvements.
Tip 2: Share, Share Share!
Educate everyone across the organisation about Net Promoter. This is where Net Promoter is handy – its simplicity means it can be understood by everyone from the CEO to frontline employees.
Tip 3: The score is for the scoreboard, and the comments are for the playbook.
Too often organisations spend too much time obsessing over their score, but the true value is gaining insights from feedback, and keeping an eye on the score over time. Take the data and make your company more intelligent.
Tip 4: Embed NPS into the DNA of the organisation.
The simplicity of Net Promoter as a system means that even a few hours to educate new employees on its benefits can go a long way in shaping the culture for the organisation.
Tip 5: Practice patience
Michel suggests listening to feedback for a minimum of three months before implementing customer-driven change. Improving customer experiences is a long term commitment, not an overnight project.
Tip 6: Understand the ROI to stay motivated
Customer experience drives organic growth two ways; through Customer Lifetime Value (repeat purchases) and Customer Network Value (referrals).
Webinar: Bake retention into your eCommerce Pie
With global eCommerce sales tipped to hit $1 trillion by 2016, competition for a slice of the eCommerce pie has never been fiercer.
This is not a trillion dollar pie
So if you are involved in eCommerce for a large business on a customer experience or sales level, our webinar “Bake retention into your eCommerce pie,” is a good chance to gain some insights to set you apart from your competition.
The webinar covers how to make the most from your existing customer base, and utilise your most loyal customer to help acquire new buyers (at low or no-cost). It’s hosted by two eCommerce professionals: John Ireland (Digital River), and Adam Dorrell (CEO CustomerGauge, who previously led eCommerce for Sony’s European operations).
Guest presenter John Ireland Sales Director, EMEA & APAC Physical Commerce Group, Digital River, has 14 years e-commerce experience on both sides of the client divide, in both B2B and B2C. He has a wealth of experience in driving ecommerce traffic for multiple clients, especially large manufacturers adapting to today’s multi channel challenge. His unique perspective should make it a lively and informative discussion.
Webinar, 12 Sept 2012: Making Your Business Transparent with the CG Social Media Suite
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
Webinar: Customer Service Fire-Fighting – Basic workflow for Customer Rescue, and Conversion to Promoters
In this free Webinar, we will show you how to use Net Promoter with automation of customer responses to turn negative customer experiences into evangelist gold!
16.00 UK / 17.00 CET / 10.00 EST 22 February 2012 – Register Now
In today’s business environment, the laziest thing to do is lose an expensively-won customer through poor service. And although asking for opinions on product or service is commonplace, few companies react fast enough to rescue customers.
But with a simple process we call “Fire-fighting” it’s possible to respond quickly and positively to issues, and “rescue” unhappy customers. Do it well, and you can convert these customers “detractors” into “promoters”.
In our best-practice webinar, we share how world class organizations use Net Promoter and automated workflow to drive their business. These companies have learned the power of engaging these detractors to turn them into customer evangelists. By using rules-based, automated workflow of responses, companies can quickly evaluate which customers to engage with to drive an immediate action in the organization.
We will discuss how you can:
- Create an automated Net Promoter “Customer Loyalty” tracking system to monitor your customers sentiment
- Devise rules based work flow to route these responses to the right person in the organization
- Use “Fire Fighting” dashboards and follow-up to ensure that these customers’ needs are exceeded
- Use industry best practices to try to turn these detractors in promoters
- And a behind the scenes look at the magic trick – “How to react fast”!
Topic: Best Practice Series: Customer Service Fire-Fighting – Basic workflow for Customer Rescue, and Conversion to Promoters
Date: Wednesday 22 February, 2012
Time: 16:00 London, 17:00 Amsterdam, 10:00 New York
Price: Free, to registered subscribers
Length: Approximately 20 mins
Presented by: Adam Dorrell, CEO CustomerGauge, Rob Kerner, Director CustomerGauge
Limited spaces – don’t delay to register!
Webinar Wednesday: Relationship Surveys vs. Transactional Surveys, in 17 minutes
16.00 UK / 17.00 CET
Wednesday 11 January 2012 (ARCHIVED)
What works best for Net Promoter® Score: Relationship Surveys or Transactional Surveys?
UPDATE: 11 January 2012. Sadly both Rob and Adam forgot to record the webinar, which was a shame as all agreed it was the best “Webinar Wednesday” ever. However, you can see the slides on this link.
Find out how in just 17 minutes in this interactive session, the next in our Net Promoter Best Practice Series.
Led by Robert Kerner and Adam Dorrell, this short webinar will cover the differences between a relationship survey and a transactional survey and give some interesting examples of where/when to use each of them. Once you understand the differences, we will discuss the pros and cons of each and whether a “hybrid” model might be a good fit for your organisation.
Topic: Best Practice Series: Relationship vs. Transactional surveys
Date: Wednesday January 11th, 2012
Time: 16:00 UK, 17:00 CET
Price: Free, to registered subscribers
Agenda:
- Survey overview and why we recommend Net Promoter
- Definitions and examples of relationship and transactional surveys
- Uses in each type in B2B, B2C and B2E (Employee) surveys
- Hybrid models
- Pros and cons of each type of survey
- Key takeaways
This is a fast run through as an overview of the issues, plus a short Q&A session at the end. It should be useful for those considering the design and implementation of a Net Promoter program, or anyone in a customer facing or research role in your organization.
Harvesting your Company’s Advocates (Webinar)
“Harvesting your Company’s Advocates”
Free Webinar – How to get the most of your loyal customers.
Tuesday 20 September 2011
17:00 Amsterdam / 16:00 London / 10:00 New York (EST) – Register Now
Customer advocates can be an untapped resource for your company. Companies that understand the value of advocates realize that loyal customers are actually an “unpaid extended salesforce” if managed correctly. Brands that have highly loyal customers include Apple, Amazon, VirginAtlantic and Google. Many of these employ simple techniques like the Net Promoter® Score to measure and understand customers, then help them deliver the right messages.. As a result, it’s common to hear people recommending these companies.
Fighting “Fear of Feedback” – Webinar Recording
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.
https://directness.webex.com/directness/ldr.php?AT=pb&SP=MC&rID=12383597&rKey=0284A2C27B7FF6A2
“Fear of Feedback” Webinar
June 29, 2011, 5:44 pm Amsterdam Time
35 mins
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.
Silent Running: Automatically looking after your best e-commerce customers
There is a moving final scene in the 1971 film Silent Running. Bruce Dern sets his robot adrift in a spacecraft to tend the last remaining plant specimens from Earth. Although it’s 40 years old, this image of a machine trusted to look after living organisms inspired recent films like WALL*E, and was perhaps a foretaste of our current age with machines looking after our health, even agricultural robots starting to grow our food.
Not so much of a stretch then to imagine a system that could look after your customers?
It’s a theme we have been developing – we recently wrote about a Simple Customer Rescue and Reward Plan and followed it with a webinar “The Loyalty Robot”: Learn how to increase customer loyalty and grow online sales automatically.
We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:
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- automated customer surveys to understand voice-of-customer and Net Promoter® Score in real-time
- automated customer segmentation by lifetime value
- automated customer segmentation by loyalty (using Net Promoter Score)
- process to help customers needing immediate response
- clustering customer issues together for longer-term strategic fix
- close-loop monitoring of results (Net Promoter Score and other metrics)
- Responding to customers with updates on your actions
You could roll-your-own solution, but we believe CustomerGauge has all the parts you need to start this now – and we have proof points from our major e-commerce clients including Canon, Philips and Vodafone.
It’s all in a presentation you can download here: Building your own e-commerce Loyalty Robot (PDF, 8Mb) – or you can watch/listen to the archived webinar here.
When you are ready to add some “Silent Running” on your e-commerce site, we would be delighted to help you.
Free Webinar: The “Loyalty Robot”: Learn how to increase customer loyalty and grow online sales automatically
(How a handful of customers can make or break you…)
One of the surprising secrets of e-commerce is that a small number of customers account for a large amount of sales. In fact, on a recent sample of large sites, just 7% of the customers accounted for 50% of sales revenue. For most e-commerce sites, this means if a few hundred customers decide to return or leave, it can make a big difference to hitting sales targets. In this webinar, aimed at e-commerce professionals, we promise you will pick up some useful tips to improve customer retention.
- How to identify and segment your top spending customers
- Learn how to save money on acquisition and grow revenue from existing customers
- Build a “Loyalty Robot” to automatically develop repeat business
Adam Dorrell (Managing Director of CustomerGauge) and Melanie Otersen (ex- SonyStyle online store, Europe) will outline how to succeed using a customer loyalty strategy, and show real-life examples with impressive revenue growth.
Wednesday, 10 February, 2010.
Starting time: 17.00 Europe (Amsterdam, Paris), 16.00 London, 11.00 AM New York
Duration about 30 minutes. Free of charge, but limited places.
Mail for more info.
