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Saying Thank You To Your Clients

Great post from the Satmetrix® blog today on connecting with your customers on a personal level and doing something unexpected. The result, you are exceed their expectations, and that can go a long way.

Here are a copy of simple examples:

1. Send a personalized “Thank you” e-mail or eCard

2. Present your promoters with a “Black Friday” special offer

3. Post your gratitude on social media

4. Mail out handwritten notes to top customers from relevant senior executives

5. Send a gift card to loyal advocates or high value segment promoters

To read the entire post, please click here.  Arbor Vista is proud to be a reseller of the Satmetrix software.  If you are interested in a demonstration or a discussion how we can help you implement a Customer Experience Management solution, please contact us by clicking here.

ANNOUNCING OUR LATEST PARTNER – SATMETRIX

Satmetrix Logo

At Arbor Vista we believe that the focus on customer loyalty is one of the most critical things a company should be addressing.  This conclusion is based on the extensive research that was the basis of Net Promoter Systems® published in the book “The Ultimate Question”.

Based on this premise we are announcing our latest partner relationship with Satmetrix®, the leading provider of Customer Experience Management and Net Promoter Score software.  As part of this relationship Arbor Vista has entered into a partnership agreement to resell the Satmetrix Customer Experience Management software and provide implementation consulting services.

Should your company care about customer loyalty?  We think the answer is “yes” and is backed by research noted in the following partial repost of an excellent post from the Satmetrix’s blog:

Did you know that it costs 6-7 times more to acquire a new customer than retain an existing one?

And did you also know that: “Totally satisfied” customers have a repurchase rate that is 3-10 times higher than that of a “somewhat satisfied” customer?

This means that if you’ve made sure to delight your current customers they’re more likely to continue working with your organization in the future and spend more money with you. It’s as simple as that.

To read the excellent full blog post, please click here.

With the Satmetrix CEM software you can drive significant improvements in your business.   What kind of results? Here’s a sampling:

– tw telecom cut churn to a low of 0.8%, and achieved a 70% improvement in NPS since 2008.
– RagingWire maintains a 98% retention rate.
– Close to 30,000 aggreko customers responded with a 9 or 10 out of 10 on the “How likely are you to recommend” Net Promoter question.
– Safelite increased its revenue by $74M after the first year of measuring NPS.
– Elion grew from 0 to 37% TV market share and is now just 4% behind the market leader.
– HouseMaster increased its revenue 15% in a single year.

Here are several reasons that Satmetrix is the industry leader in the CEM arena.
– Focus on the Closed Loop Process
– Extensive and customizable dashboards and reports
– Leadership that comes from being the co-inventor of NPS

Words are wonderful, but images tell more of the story.  Here are some examples of the functionality brought by Satmetrix’s CEM solution.

Automated Dashboards Provide Feedback Across Touchpoints

Automated Dashboards

View Feedback Across Locations, Segments, Regions, etc.
Feedback Across Sectors

Spotlight Individual Performance

Spotlight Performance

Triggered Emails

Triggered Emails

Key Drivers of NPS Are Automatically Identified

Key Drivers

Closed Loop Workflow

Closed Loop Workflow

Root Cause Analysis and Customer Themes

Root Cause Analysis

Heat Map Analysis of Various Locations, Regions, Customer Segments

Heat Map Image

Contact Us For Your Personalized Demo

Arbor Vista Consulting is a reseller of the Satmetrix Customer Experience Management software. Contact us here if you are interested in a demo and a more detailed discussion of how can enable your company to drive significant improvements in your business and improve your customer loyalty.

© 2014 Satmetrix Systems, Inc. All rights reserved. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. Satmetrix SparkScore and SparkScore are trademarks of Satmetrix Systems, Inc. All other trademarks are the property of their respective owners

Do You Care About Customer Delight? Hint You Should

The following is a partial repost from the Satmetrix blog:

Did you know that it costs 6-7 times more to acquire a new customer than retain an existing one? And did you also know that: “Totally satisfied” customers have a repurchase rate that is 3-10 times higher than that of a “somewhat satisfied” customer? This means that if you’ve made sure to delight your current customers they’re more likely to continue working with your organization in the future and spend more money with you. It’s as simple as that.

To read the excellent full blog post, please click here.

Arbor Vista Consulting is a certified reseller of the Satmetrix Customer Experience Management software, so if you are interested in a demo or for a more detailed discussion please contact us here.

© 2014 Satmetrix Systems, Inc. All rights reserved. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. Satmetrix SparkScore and SparkScore are trademarks of Satmetrix Systems, Inc. All other trademarks are the property of their respective owners

The Holy Grail of Consumer Loyalty

In the consumer loyalty and brand health metrics history, we have seen the evolution of “Best Practices”.

In the beginning, the ultimate question was something like “Based on your recent transaction, how satisfied are you with our company?” This was usually scored on a scale of 1 to 5.  Some companies would then ask the respondent why they felt that way or would drill down into specific aspects of the transaction.

Here is an example of a basic satisfaction question.


As you will note we have designed this survey to only show the comment box on how we could improve if the respondent chose any option other than Very Satisfied.


Then almost a decade ago, the Net Promoter Score®  (NPS) was announced.  NPS revolved around a simple albeit actionable question “How likely is it that you would recommend Company X [or Product X] to a friend or colleague?” The NPS question is almost always scored on a 0 to 10 scale with 0 to 6 scores classified as detractors, 7 and 8 scores as passives and 9 or 10 scores as promoters.

Next on the evolution of the NPS concept was to ask the question “Why”.  This open ended verbatim question allowed companies to analyze the root cause of problems facing customer loyalty.

Here is an example of a Net Promoter Question.

Now we are discovering a third useful metric for determining consumer loyalty, which is the Customer Effort Score (CES).  The concept of CES revolves around one question “How much effort did you personally have to put forth to handle your purchase?”  This question usually calls for a five point scale.  There can be a follow on question also used which asks “How did this effort compare to your expectations?” The purpose of the second question is to compare the consumer’s actual effort against what they expected the transaction to take.

Here is an example of a Customer Effort Score question layout:


At Arbor Vista we recommend clients to start tracking all three of these metrics to compile a consumer loyalty metric.  The customer satisfaction  and customer effort questions are both transactional type questions.  These should be sent to the consumer in connection with a purchase, return or other type of transaction. Clearly there should be a cadence for these invitations so a consumer would only receive one survey within a three month period for example.

The NPS question is more of a relationship question. Thus it is better sent to the consumer on a scheduled basis such as quarterly. This allows the company to receive feedback though out the year.

That said some retail and CPG companies instead try to bundle all three questions together as they find the response rate to be higher, if the request is close to a transaction. The answer here is to test both approaches and see which gives you the best result.

Interested in learning more about Consumer Loyalty Metric?

Or maybe you would like to see a demonstration of how you can install such a Consumer Loyalty Metric at your company?

If you would like to try a version of this demo survey, you can click here.

At Arbor Vista we have the experience to help you install a successful solution and would be excited to talk with you further.  If you have any questions or comments on how this could help your company or one of your clients, please email us by clicking here.

 

Announcing Our New Survey Platform


It is a great pleasure for me to announce that we are migrating our primary survey platform to Survey Analytics. This platform provides our clients a more comprehensive list of question types to use in their research. Also all clients can access their survey reports via a password protected reporting dashboard.

One of the first requirements in what we wanted in a new survey platform was that it could provide many of the question types that in our prior platform could not support. This will result in more useful information and analysis of the respondents.

Some of the new question types include:

  • Conjoint descret questions
  • Van Westendorf price sensitivity questions
  • TURF Analysis
  • More animated methods for better user experience
  • Validation of certain data such as zip codes
  • Integration of mapping tools for location identification
  • and more.
  • The second requirement was that it provide better and more timely access to the survey results to our clients. With our new survey platform we are able to provide a password protected access to the survey dashboard report. This gives clients access 24×7 to review the results of their surveys and look at results by question.

    The final requirement was that it provide better integration with our advanced data analytics package. Survey Analytics comes integrated with Data Cracker. This allows us to prepare and present comprehensive reporting of survey results.

    Best of all we are able to continue to deliver cost effective survey engagements at prices we offered previously.

    We have prepared a demo survey demonstrating the new survey platform. You can access it here:

    http://surveys.arborvistallc.com/a/TakeSurvey?id=3152152

    At the completion of the survey you will have a link to review the new client dashboard report.

    If you have any questions or comments please contact us at jrerickson@arborvistallc.com. To find out more about the capabilities of Survey Analytics, please visit their web site.

    Creating A Research Transformation Agenda For 2015

    A very interesting article from Joel Rubinson on Greenbook on the pressing need to change some of our current market research and brand tracking processes.

    http://www.greenbookblog.org/2014/08/26/creating-a-research-transformation-agenda-for-2015/

    Some key actions that Joel recommends are:

    So what are your transformation goals for 2015? I recommend the following process: 

    • Pick an important business need and research program that are most ripe for reinvention using the IVC pyramid as your audit tool 
    • Identify the needed new data streams and skills 
    • Create a new vision for the program 
    • Search for partners who can best enable this vision 
    • Choose a partner and carefully guide the initial work 

    So what do you think about the need for change?