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JustOneQuestion. Measure satisfaction, increase loyalty. with one powerful question. as practised by Google, Allianz , Apple, FaceBook , Brady Corporation, Experian, IBM, Sage, Intuit, Lego, Rackspace , Dell , Virgin Media, General Electric, Symantec, Maersk , eBay ... YOU?.

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Presentation Transcript
slide1

JustOneQuestion

Measure satisfaction, increase loyalty

with one powerful question

as practised byGoogle, Allianz, Apple, FaceBook, Brady Corporation, Experian, IBM, Sage, Intuit, Lego, Rackspace, Dell, Virgin Media, General Electric, Symantec, Maersk, eBay ... YOU?

let s agree the number one goal of all successful business

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

Let’s agree the number one goal of all successful business?
  • To create more customers who recommend your company and your products
you can achieve that goal through asking your customers just one question

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

You can achieve that goal through asking your customers just one question.
  • One candid question which can easily measure customer satisfaction and loyalty. Which will subsequently help you to enhance and improve your products

Ask your customer this…

how likely is it that you will recommend our company or product to a colleague or friend

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

“How likely is it that you will recommend (our company or product) to a colleague or friend?”
you ask that personal question because traditional customer satisfaction surveys are not effective

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

You ask that personal question because traditional customer satisfaction surveys are not effective

Fact:Traditional customer satisfaction surveys can have low response and be unreliable.

  • Because such surveys are mostly long and demand a lot of time and attention.
  • Dis-satisfied customers are also unlikely to respond, leading to sample bias
  • Results are often not actionable or easily understood
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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

When respondees send their view, they see this thank you message ...(of course you can change all the copy).
the response is on a scale of 0 to 10 where 1 is not at all likely and 10 is extremely likely

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

The response is on a scale of 0 to 10 (Where 1 is - Not at all likely and 10 is extremely likely).
  • 9-10These are your Advocates and will promote you every chance they get.
  • 7-8 They are your "Passively Satisfied" customers, but need to become 9s or 10s!
  • 0-6 They are the "Detractors”. Pretty unsatisfied with you and most likely to leave you for a competing product or service while often and actively saying negative things!
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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

To get your Loyalty Number we take the percentage of 9s and 10s and subtract the 0-6s.That is the number you need to grow
slide14

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

We segment responses into these 3 core groups and supply you with the segmented data with individuals’ responses to target your follow up research

slide16

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

  • Creates the question and attractive layout - personalised and branded. As often as is required.
  • Manages the E-mailing of survey URLs, each unique to targeted individuals!
  • Allows participants to complete the question – tick the box!
  • Allows you to track responses and re-mail non- respondees
  • Does the response analysis and categorisation to 3 key groups
  • Calculates your Net Advocacy Number. The ONE number you need to grow
  • Exports individuals’ details to groups enabling further Consultations, surveys and dialogues to be used to understand and fulfil customer needs
  • Records the details of the whole process so you can report and manage
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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

To quote Frederick F. Reichheld\'s Harvard Business Review Article which initiated the one question concept: "The path to sustainable, profitable growth begins with creating more promoters and fewer detractors and make the net-promoter number transparent throughout your organization. This number is the one number you need to grow. It is that simple and that profound."

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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

We can undertake the entire survey process or you take the software (hosted on our secure servers) and do it yourself.The process is elegant, simple, efficient and the results compelling.

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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

Stage 2 – Researching each group’s views and then converting them to Advocates is the name of the game.You consult and have a deeper dialogue with your customers based on their responses. You listen to views. You ask for thoughts and ideas. You empower your customers to help you improve.

here s how you do that

A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

Here’s how you do that

You might like to start the feedback loop with Ideas and suggestions. Look at this:

www.engagespace.co.uk/ideas/html

or ...

in an Admin generated session on a specific topic. Just like Dell do in www.ideastorm.com

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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

So ... to sum up (again):Loyalty measurement and response classification + Ideas generation and discussion + consultation = serious engagement and better products ... and a better business

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A summary of this goal will be stated here that is clarifying and inspiring

2009 Goals

Companies which embrace such tools of engagement - which let you actively listen to all your stakeholders - will have a distinct advantage over those who do not.Please contact:

0845 508 1585

[email protected]

or

[email protected]

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