how to create loyal customers by working effectively with customer feedback
TRANSCRIPT
How to create loyal customers
by working effectively with
customer feedback
Five trends and concrete tips on how to get started!
Which are the five most important
trends right now?
Shorter customer surveys and Net Promoter Score
Work action based
Be where your customers are
Who are your customers? Get personal!
The importance of acting on your results
Shorter customer surveys and
Net Promoter Score
Mail, Facebook, Instagram, TV, Radio,
Podcasts, Newspapers, Magasins, Yotube,
Pinterest, Newsletter, Advertising, Skype,
Youtube, Mail, Your Survey, Facebook,
Instagram, TV, Radio, Podcasts, Newspapers,
Magasins, Yotube, Pinterest, Newsletter,
Advertising, Skype, Tumblr, Mail, Facebook,
Instagram, TV, Radio, Podcasts, Newspapers,
Magasins, Yotube, Pinterest, Newsletter,
Advertising, Skype, Hemnet, You have to compete for your respondent’s time, so keep your survey
short and simple!
Think of your surveys as a part of the buying experience, customer
relation and an ongoing dialogue.
Create flexible surveys that change depending on answers.
Can it be shorter than
just one
question?
NPS +47 NPS +20 NPS - 8
What is the likelihood that you would
recommend (our company) to a
colleague or friend?
What is Net Promoter Score?
Net Promoter Score (NPS) is a metric for measuring customer
loyalty that was developed by Fred Reichheld, Bain & Co. and
Satmetrix in the 1990s.
Continuously
Internal benchmarking (and external)
Actionable results
How do companies
work with NPS?
Saves time for you and the customers
Easy to understand
Quick identification of problem areas
Possibility to make changes faster
Why is NPS so popular?
Work action
based
Send your survey based on your
customer’s activity.
If you send your customer feedback survey right after a customer…
Talked to the support
Bought one of your products
Booked a ticket to your event
Quit their subscriptions
Visited your store, hotel or event
...it’s more likely they
answer beacause it’s
still highly relevant.
Identify your critical customer touch points
How we do it!
Be where your
customers are
Let your customers answer
wherever they are.
We are an increasingly
mobile people.
How many people in Sweden
have access to a tablet?
How many people in Sweden
use a smartphone?
*Svenskarna och internet 2013
Who is your customer?
Today systems can help us keep up with a lot of
data, that gives us the opportunity to get to know
our customers – and target them better.
Use respondent data to create a personal experience.
More targeted sendouts
“We want to ask female customers between
20-30 living in metropolitan areas that
purchased our product last month what they
think about us”
Hello Fredrik!
You recently purchased a product from us and we would appreciate your
feedback on it, which is why we now are sending you a short survey.
The survey is just three questions long and takes only a couple of minutes to
complete. By giving us your feedback, we can actively work to continuously
improve our product.
To the survey
Thank you for your help!
Best regards,
Anne Anderssen
Product Developer
Company X
Why is this important?
Personal surveys + high relevance for respondents = higher response rate
And a higher response
rate gives better base for
improvements.
Improvements that leads
to higher customer loyalty!
ACT!
Society is transparent and so should you!
You need to let your customers be heard, make changes
and...
...you need to communicate
them!
How to get
started
Take our test!
What do you want to know and why?
How do you manage customer feedback today?
What type of survey would fit your needs?
Do you have a software for sending out surveys?
Do you have a software and want to be more effective?
Call us! +46 (0)8 411 71 10
Read more about us and what we do at www.netigate.co.uk or visit
our community at community.netigate.net to get tips, advices and
inspiration about how to work successful with customer feedback.
Or call us at +46 (0)8 411 71 10! We would love to tell you more about
how we can help you gain more insight about your customers.
We hope this was helpful!