Podcasts about nps net promoter score

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In this episode, Jerry sits down with Hunter McWhorter, a Business Consultant at Paysafe and former front desk professional in the physical therapy industry. Hunter shares his unique journey from starting as a Patient Services Coordinator at PT Solutions to becoming a key player in the business and tech side of healthcare and payment processing.  Throughout the conversation, Hunter and Jerry dive deep into the often-underestimated value of front desk teams in physical therapy practices. They discuss how front desk staff are more than just taskmasters—they are the directors of first impressions, crucial to patient retention, satisfaction, and overall clinic success. Hunter shares actionable insights on how to empower front desk teams, improve patient experiences, and leverage tools like NPS (Net Promoter Score) to track and enhance clinic performance.  Key takeaways from this episode include:  1. The Power of the Front Desk: Front desk teams are the backbone of patient experience and retention. They are the first and last point of contact, making their role critical to the success of any clinic.  2. Training and Systems Matter: Proper training and systems are essential for front desk success. Without them, even the most talented team members can fall short.  3. NPS as a Game-Changer: Implementing NPS scores can provide invaluable feedback on patient satisfaction, helping clinics identify areas for improvement and celebrate wins.  4. Connecting Marketing to Sales: Marketing campaigns are only as effective as the front desk's ability to manage leads. Training and preparation are key to converting leads into loyal patients.  5. Payment Processing Insights: Hunter shares how modern payment solutions, like those offered by Paysafe, can streamline operations, improve patient convenience, and even enhance marketing efforts.  Whether you're a clinic owner, front desk professional, or someone interested in the intersection of healthcare and business, this episode is packed with practical advice and real-world examples. Tune in to learn how to elevate your front desk team, improve patient satisfaction, and run a more efficient and profitable practice.Listen now to gain fresh perspectives and actionable strategies from Hunter McWhorter, a true advocate for front desk excellence and business innovation in the healthcare space.Follow Hunter McWhorter on LinkedIn for more insights, and don't forget to hit “subscribe” for more episodes like this one! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Expandir um negócio é emocionante, mas manter a qualidade e a satisfação do cliente em cada unidade exige estratégia e atenção. Este artigo explora como superar esses desafios, garantindo consistência e crescimento sustentável.A Relevância do Crescimento SustentávelO crescimento é essencial para a sobrevivência de qualquer negócio. Dados mostram que 86% dos consumidores pagariam mais por uma experiência superior, enquanto 57% abandonam uma marca após uma experiência ruim. Esses números reforçam a importância de focar em qualidade, não apenas em preços baixos.Mapeando a Jornada do ClienteDocumentar a jornada do cliente é fundamental para identificar os pontos de contato e garantir experiências positivas em todas as unidades. Exemplos incluem canais de vendas físicos e online, além de interações no atendimento. Empresas como a Polishop exemplificam esse mapeamento para oferecer uma experiência uniforme e de qualidade.Passos para mapear a jornada:Identificar canais de interação.Entender como o cliente conhece, avalia e compra seu produto ou serviço.Ajustar processos para melhorar cada etapa dessa jornada.Padronização e TreinamentoDepois de documentar a jornada do cliente, é crucial padronizar os processos, criando procedimentos claros e consistentes para toda a equipe. Isso inclui desde a abordagem inicial no atendimento até o fechamento da venda.Como implementar:Criação de manuais de procedimentos com texto e imagens.Treinamentos regulares para reforçar o padrão de qualidade.Uso de materiais didáticos acessíveis para todos os colaboradores.Auditorias e Feedback ContínuoAuditorias frequentes ajudam a identificar falhas e oportunidades de melhoria. Ferramentas como o NPS (Net Promoter Score) são ideais para medir a satisfação do cliente, fornecendo insights valiosos sobre a percepção da marca.Uso de Tecnologia para Monitorar e ComunicarImplementar sistemas de gestão como ERPs centraliza informações e simplifica o controle de qualidade. Ferramentas tecnológicas garantem o acompanhamento em tempo real e facilitam a comunicação entre as unidades, promovendo eficiência operacional.Engajamento e Motivação da EquipeA equipe é peça-chave no sucesso da expansão. Promova reuniões regulares para discutir resultados e alinhar objetivos. Programas de incentivo, como recompensas e treinamentos, ajudam a manter o entusiasmo e a dedicação dos colaboradores.Benefícios do engajamento:Colaboradores mais motivados e produtivos.Maior alinhamento com os valores e padrões da empresa.Redução de falhas no atendimento.ConclusãoManter a satisfação do cliente em uma rede em expansão é desafiador, mas possível com o planejamento adequado. Documentar a jornada do cliente, padronizar processos, realizar auditorias e engajar a equipe são passos essenciais para o sucesso. A satisfação do cliente não é apenas uma meta, mas a base para a longevidade e o crescimento sustentável do negócio.Se precisar de ajuda para implementar essas estratégias, envie suas dúvidas. Estamos aqui para ajudar!...Siga a Nova Era Estratégia em todas as redes:SITE: https://www.novaeraestrategia.comINSTAGRAM: https://www.instagram.com/novaeraestrategiaPODCAST: https://www.novaeraestrategia.com/podcastTIKTOK: https://www.tiktok.com/@novaera.estrategiaBLOG: https://www.novaeraestrategia.com/blogMEDIUM: https://medium.com/@novaeraestrategiaLINKEDIN: https://www.linkedin.com/company/novaeraestrategiaPINTEREST: https://www.pinterest.com/novaeraestrategiaX: https://www.x.com/novaeraestrategTHREADS: https://www.threads.net/@novaeraestrategiaRUMBLE: https://www.rumble.com/c/novaeraestrategiaYOUTUBE: https://www.youtube.com/@novaeraestrategiaQuem é João Cânovas e Nova Era Estratégia?JOÃO CÂNOVAS é Fundador da Consultoria Nova Era Estratégia, Graduado em Publicidade e Propaganda; MBA em Marketing pela Fundação Getúlio Vargas; Especialista em Franquias pela Franchising University e Especialista em Administração Estratégica e Gestão de Negócios pela FIA-USP; Colunista na Revista Franquia; Mentor em Universidades Corporativas; tem quase 20 anos de mercado com experiência acumulada nos bastidores do marketing e da expansão de grandes franqueadoras do Brasil, entre elas a maior franqueadora do mundo de Ensino Profissionalizante e a maior do mundo no segmento de piscinas; possui Mais de 35 Redes de Franquias atendidas que somam quase 5.000 unidades; prestou suporte para mais de 1.500 franqueados; treinou mais de 400 franqueados individualmente; tem mais de 2.000 alunos on-line, autor de 7 livros e 7 ebooks.A NOVA ERA ESTRATÉGIA é uma consultoria de negócios especializada em franchising que ajuda empresários a organizarem seus negócios para crescer.Fale com João Cânovas:EMAIL: joao@neestrategia.com.brWHATSAPP: https://wa.me/551732316976

Hoe train je 100.000 medewerkers in slechts drie weken, zonder dat ze de winkelvloer verlaten?  Dat klinkt bijna als een onmogelijke opdracht, maar Jumbo Supermarkten heeft het voor elkaar gekregen. Samen met Bianca Bouwens van de Jumbo Academy en voormalig Academy manager Robert Dollevoet duiken we in de zeven slimme keuzes die hebben geleid tot dit succes. Wat kunnen we als L&D-professionals leren van hun aanpak?De uitdaging: 100.000 medewerkers, 3 weken, geen winkel verlaten.Bij Jumbo werken meer dan 100.000 collega's, verspreid over meer dan 700 winkels in Nederland en België. En deze enorme groep moest getraind worden op nieuw gedrag, in slechts drie weken tijd. Dit alles zonder de collega's eindeloos van de winkelvloer te halen tijdens de drukke kerstperiode. Het doel? Zorgen voor een fantastische winkelbeleving tijdens de kerst, een cruciaal moment voor Jumbo. Het team interne en externe trainers zette hun schouders eronder! En het resultaat was indrukwekkend: meer dan 450 winkels zagen hun NPS (Net Promoter Score) op persoonlijke service stijgen met 7 punten tijdens deze periode. Hoe hebben ze dat voor elkaar gekregen?Check de aflevering nu!Lees hier het blog over deze podcast:https://www.brainbakery.com/brainsnacks/hoe-je-in-drie-weken-100-000-collegas-traint-de-l-d-case-van-jumbo-academyOp https://www.brainbakery.com/brainsnacks vind je onze blogs.Wil je meepraten, laat een voice berichtje achter:https://www.speakpipe.com/brainbakerySupport the show

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He's worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers. How does operational data play into customer sentiment data? Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience. What approach works best for making organizational change happen from a CX leader's standpoint? This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences. Join us for an engaging conversation as Raj shares practical tips and actionable insights.

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He's worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers. How does operational data play into customer sentiment data? Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience. What approach works best for making organizational change happen from a CX leader's standpoint? This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences. Join us for an engaging conversation as Raj shares practical tips and actionable insights.

In this episode, we have the pleasure of speaking with Stephanie Leue, a seasoned product management leader with over 23 years of experience. As the Group Product Manager at Ringier AG, Stephanie brings a wealth of knowledge and fresh perspectives on building successful teams, especially in the face of setbacks. Her insights will help you elevate your product management game and navigate the complexities of leading teams in challenging times. Key Takeaways: Building and Maintaining Trust Within Teams Understand that building trust is a process that takes time and investmentEmbrace the challenges your team faces and listen to their concernsProvide transparent communication and back up your decisions with data and strategyBelieve in the long-term payoff of your decisions, even if they are initially unpopular Measuring Success in Rebuilding Trust Introduce metrics like NPS (Net Promoter Score) and CES (Customer Effort Score) to track progressUse CES to identify challenges customers face and prioritize improvements accordinglyMonitor manager NPS to gauge your effectiveness as a leader and identify areas for personal growth Empowering Product Managers to Conduct Research Assume good intentions when PMs struggle with customer research or product usageIdentify and address the barriers holding PMs back, such as lack of time, support, or toolsProvide the necessary resources and methodologies to enable PMs to gather valuable insights Financial Literacy for Product Managers Recognize the importance of financial knowledge, especially as you advance in your careerSeek out a mentor or ally in your organization who can make financial data accessible and engagingStart learning about business acumen and financial metrics early in your career to set yourself up for success Managing Up and Advancing Your Career Focus on making your manager's life easier by being a proactive problem-solverUnderstand your company's and manager's biggest challenges and find ways to contribute to their successLeverage your strengths, whether introverted or extroverted, to effectively communicate and manage upCultivate patience and calmness in the face of stress and chaos to steer situations more effectively By applying these insights to your own product management journey, you'll be better equipped to build trust, navigate challenges, and advance your career. Stephanie's wisdom will help you become a more effective leader and drive success for your team and organization.

Über mehr als 10 Jahre entwickelt Tractive inzwischen GPS Tracker für Haustiere und erzielt inzwischen 100 Millionen Euro Umsatz. Dieser setzt sich aus Kosten für den Tracker und einem Abo für die App zusammen. Tractive ist jahrelang nahezu gebootstrapped und hat ein paar wenige Angels hinzugenommen. Erst in 2021 sind dann VC Investoren mit eingestiegen. Zuletzt hat Tractive über Jahre den internen NPS (Net Promoter Score) von 42% auf 62% angehoben und wir sprechen im Podcast über Organisationsentwicklung, 4-Tage Woche und internes Risiko Assessment.Was du lernst:Wie schafft man ein effizientes und gleichzeitig zufriedenstellendes Arbeitsumfeld für mehrere Hundert Mitarbeitende?Wann kommen Secondaries in Frage und in welchen Fällen sind sie für dein Business sinnvoll?Wie lernt man Bewerber außerhalb der Standard-Skillsets kennen und erfährt so, ob sie wirklich ins Team passen?Welche Gründe sprechen für eine Finanzierungsrunde, wenn das Unternehmen eigentlich durchgehend Cashflow-positiv ist?ALLES ZU UNICORN BAKERY:https://zez.am/unicornbakery Michael HurnausLinkedIn: https://www.linkedin.com/in/michaelhurnaus/ Tractive: https://tractive.com/ Unicorn Bakery Whatsapp Broadcast:Hier erfährst du alles, was du als Gründer wissen musst: https://drp.li/jrq5S Unser WhatsApp Broadcast hält dich mit Einblicken in die Szene, News und Top-Inhalten auf dem Laufenden.Marker:(00:00:00) Was braucht es, damit ein Consumer Startup erfolgreich skalieren kann?(00:05:02) Wie sieht eure Finanzierungshistorie in groben Zügen aus und wie behaltet ihr immer den Fokus?(00:14:14) Wie denkst du über die Zukunft von Tractive nach - Generational Company oder Exit?(00:20:19) Internes Risiko Assessment: Hattet ihr je eine Key-Personalie, die euch verlassen hat? Wie sichert ihr euch heute gegen personelle Krisen ab?(00:26:17) Operatives Leverage: Ab wann gab es das Momentum, ab dem ihr nicht mehr unbedingt neue Mitarbeitende für mehr Umsatz gebraucht habt?(00:31:47) Warum habt ihr trotz Cashflow-positiv doch eine Finanzierungsrunde gemacht?(00:35:08) Wie sorgt ihr für eine überdurchschnittliche Mitarbeiterzufriedenheit und auch Weiterempfehlung als Arbeitgeber durch eure Mitarbeitenden?(00:41:44) Welche Rahmenbedingungen sollten firmenseitig für eine 4-Tage-Woche gegeben sein?(00:43:32) Wann und warum war für euch der richtige Zeitpunkt für Secondaries?(00:50:22) Welche Fragen stellst du, um Bewerber außerhalb der normalen Skillsets kennenzulernen?(00:54:00) Welche Verhaltensweisen und Charakterzüge bei Bewerbern sind absolute Red Flags für dich? Hosted on Acast. See acast.com/privacy for more information.

‍‍Join us on today's episode of Monday Morning Marketing, as we connect with, Zeke Kuch, CEO and co-founder at Swell. We take a deep dive into reputation management in the dental industry, discussing the paramount role Google reputation can play in your practice's overall standing. Understand why review frequency and good ratings matter and learn when to ask for patient reviews to get the best results. Zeke navigates us through the trying times of negative feedback and teaches how to effectively use them as stepping stones to refine your practice.‍‍What You'll Learn in This Episode:The value of maintaining a positive Google reputation for your practiceWhy a high review score, a substantial number of reviews, and frequent review activity are crucialTactics to encourage patients to leave reviews through various channelsStrategies on combatting negative reviews and converting bad rep into progress‍Tune in to Monday Morning Marketing today! In the game of reputation, you can't afford to be left behind. Join Zeke Kuch and empower your practice with an impeccable online presence.‍You can reach out to Zeke Kuch here:Website: https://www.swellcx.com/Email: zeke@swellcx.comFacebook: https://www.facebook.com/zeke.kuchLinkedin: https://www.linkedin.com/in/zekek/‍Mentions and Links:Tools/Software:YelpSwellGoogle My BusinessHealthgradesPeople/Communities:Dr. Ashley JovesBrands:NikeDelta Air LinesTV/Publications:Bachelor in ParadiseTerms:NPS - Net Promoter Score‍If you want your questions answered on Monday Morning Marketing, ask me on these platforms:My Newsletter: https://thedentalmarketer.lpages.co/newsletter/The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041‍Episode Transcript (Auto-Generated - Please Excuse Errors)‍Michael: Hey Zeke. So talk to us about reputation management. What advice, suggestions, or methods can you give us that will actually help us attract new patients this way, or just help us overall with Zeke: our reputation management? Yeah. Thanks, Michael. Appreciate it having me join today. Um, well first let's, let's just define what reputation management really means.So we, the way I look at reputation management, there's really two parts of it. There's first like managing your actual reputation or, you know, monitoring what people are saying about you on public forums like Google or Facebook or Yelp or health grades, whatever it might be. And then there's what I consider reputation or review solicitation, which is the act of like.Getting more reviews or more feedback from patients on those same review side. So when you talk about reputation management, I look at as twofold monitoring and managing and learning and getting feedback, but also the proactive approach of making sure that your patients. Are frequently, you know, getting the opportunity to deliver reviews, whether that's via text message or email or QR code or whatever it might be.So I like stating that first, because at the end of the day, like those are what, what swell does, and that's kind of how we felt practices grow on their digital footprint and build a reputation. but also giving them tools to help manage that along the way and get feedback and better improve the patient experience, et cetera.So that's kind of my definition of, of, of reputation management. And then at the end of the day, like it really comes down to, and you know, you might've heard me say this on other podcasts or in speeches I've given, but like, Your practice is only as good as Google says it is. And so what I really mean by that is you could be either a startup, a brand new startup practice, you know, a fresh provider right out of school, or you could be a 15 year old veteran that's been serving thousands of patients for those years.In reality, if Google says that you're a 4. 2 or a 3. 9 practice, or you have a 5. 0 score and very few reviews, You're really not that credible to the potential consumers or patients that find you online. And so when you really think about what reputation management means and why it helps practices grow and get new patients and you can build a business really around that, it really comes down to if you look good on Google, which is king of search engines, king of search in general, local search specifically, and we'll talk about local search in a minute, then you are more likely to stand out from your local competitor and you're more likely to win new patients.And what does it take to do that? Well, in order to look good on Google, you really need to hit the three criteria. One, you want to establish a good review score. And so from our perspective, targeting a 4. 8 or above average review score puts you in kind of like the top percentile of, practices essentially.So if you're getting compared to another practice down the street. Hopefully you have an overall better patient satisfaction score, aka Google review score to help you kind of, differentiate yourself a little bit from that local, competitor. The second is the number or quantity of reviews a practice has. good to have a good review score, but if you have a good review score in six reviews. You're just not that credible. It's like going to a sushi restaurant in San Francisco and you're trying to find one, you're looking on Yelp and one has a five star rating and eight reviews. And the other has a 4.7 and 2000, one is much more credible than the other. And so that's another piece of reputation management that you want to think about score. Volume, because that's the social proof and then the last, which is actually probably the most important and you'll hear me preach about this a lot. It's really about around consistency.How frequently or how recent was my last review or my last batch of reviews? And the reason why that's so important when you're trying to manage your reputation and grow kind of your digital footprint and dominate your local search rankings is that Google will heavily rank your practice based on a local search on proximity, keywords.And recency of reviews. And so what you really want to make sure is you're not just getting a review or five reviews a month ago, but like, you know, every day or every couple of days, or even multiple times per day that you're seeing patients, you're getting the opportunity to get a review on Google. And again, that consistency or that recency of reviews.Is going to heavily impact your local search ranking and as you know, uh, in any business, but particularly in the healthcare space, local search rankings is probably more important than your SEO will ever be more eyeballs. We'll see your Google, my business page, then we'll see your website. So ensuring that when someone searches for best dentist near me or a dentist.Best pediatric dentist in my area or within a zip code or a specific city. We want to ensure that your search, your practice, your GMB page is showing up in the local map pack, which is basically the top three local search rankings. Again, heavily impacted by frequency. So if I were to recap this, it's You want a good score?4. 8 or above is our recommendation. The average review score for Swell users is a 4. 98. So we're pretty proud of helping our practices get really good reviews. The second is volume. You want to make sure you have enough reviews to show credibility on that review score. And then the third is really about consistency.Am I getting reviews on a regular basis? And the way to do that is by deploying services that allow you to get patients to leave reviews in the easiest manner possible, sending a text message after a visit. You know, in some cases, you might use QR codes, you might have them leave a review while they're in the practice.There's pros and cons to some of these things, but the idea is that you want to have an offensive approach, or what I would consider a proactive approach, at soliciting feedback from your patients that is going to be driven to sites like Google, uh, where you can, you know, kind of dominate those local search rankings.And at the end of the day, this really comes down to new patients. You know, when someone's searching again for a new provider, a new doctor, a new dentist, a new plastic surgeon, a new pediatric dentist, whatever it might be. We want to ensure that when they're making those search terms, your practices or practices using Swell or whatever it might be are showing up in those local search rankings.So that's all about new patient flow more than anything else. And really, if you think about it, Michael, if you dumb it down to like the easiest form, we live in a consumer driven world, where if you're, if Michael's jumping on Amazon looking for products, he's looking for some new Nikes or something, the reality is you're going to heavily be persuaded based on what other buyers, their experience was, you're going to look at the reviews and ratings of the seller and the products, and that's what's going to help drive that purchase.It's no different when choosing a healthcare provider. Gotcha, Michael: man. That's a lot. So there's a lot. So a couple of questions I wanted to ask you, uh, when it comes to this, I know you mentioned, uh, the three things, right? And consistency is one of the last ones. To be implemented, or I mean, like you should always implement consistency.What is consistent when it comes to this? Cause I feel like some people sometimes say, Hey, you just got to ask. You just got to ask them. That's it. And, um, then some people say that's not enough. Uh, you have to message them. And then some people go granular and say, well, you got to message them at this time, specific moment.And right. So in your opinion, Zeke: what do you, what do you think? Yeah, I think, I think asking them is great, but I think that's usually the least effective, to be honest with you, because what happens is, a lot of times the practice will rely on the team members to ask, and right away you're going to have a failure right there, where team members forget to ask, or they don't do it, or they don't implement it, because generally what happens is if you're not incentivizing a team member to get new reviews, then they're not going to do it.Um, they're not as motivated as the practice owner is, obviously, to get those reviews, so they end up not doing it. So, if you can instill those in your standard operating procedures of, like, training on it and making sure every time a patient gets checked out, that they're being asked to leave a review, that's one thing.I think it's great. I think it helps. But I definitely find it to be the least effective. what we tend to find the most effective is by telling them they're going to have the opportunity to leave a review and then at specific times per day, sending out requests both via text message and email in a branded personalized way that looks like the provider themselves sent the invite to ask for that feedback or ask for that review.We find that to be the most effective way. One, patient knows they're going to get the opportunity to leave a review. Two, it's being sent directly to their device. So in one click, they can be, you know, pushed into Google or Facebook or health grades, you know, wherever the practice wants to get their reviews posted.And three, the patient can do it on their own time. They're not kind of being forced to do it right there in the practice. They can kind of do it on their own device, which they're probably already logged in on. And it just makes that overall experience, in our opinion, based on data, a lot more effective.So, uh, you know, we're big fans of asking, but we're definitely bigger fans of leveraging tools that already exist. Um, there's several, you know, software systems out there similar to Swell that allow you to request those based on certain types of procedure codes or appointment codes, whatever it might be to help, you know, ensure that every patient is having the opportunity to post a review on one of those public sites. Michael: You mentioned specific times in the day. Do you recommend more than once a day? We send that like, Hey, we send an email later and then a text or. Zeke: Yeah, that's a great question. So based on data that we've tracked for about the last seven years now. We found that actually sending these requests once a day or typically at the end of every business, like business day is the most effective. we used to think that sending them right after the appointment was the best time and it turns out that's actually the worst time based on conversion rates. And the reason for that is, if you think about it, Michael, if you were to go to your provider today, so you go to Dr. Ashley Hovis today, you get treated, you leave, and you know, you're probably getting treated sometime between 9 a.m. and 5 p. m., right? And which means you're likely going back to work, back to school, picking up kids, doing something in the middle of the day, which is typically when the normal human is busiest. You know, those hours during the general working hours of, you know, eight to five is generally the busiest time per day for most folks.And what me, what that means is if you're trying to get a review from them, whether it's a text message or an email, or even asking them, It's likely on the bottom of their priority list, right? But if you send it a request to them, let's call it around 7 p. m., 8 p. m. They're at home. They're already done with their busy day.They're scrolling through Instagram or they're watching Bachelor in Paradise or whatever it might be. That's when people typically have the most downtime. And that's when we find the highest open rate of our text messages and the highest review rate. So we are big fans of actually sending these typically after standard working hours on the same day of the visit. that's based on data that we've tracked for the last seven years. and that goes against what we originally thought would be most effective, which is sending it 15 to 20 minutes after the appointment. Uh, we just found that that's when people are busy commuting or doing those things that we talked about before.So yeah, big fans of sending them at a specific time per day, end of every business days, generally how we recommend it. Michael: Okay. And then one thing I wanted to ask you is, I know you talked about the score, right? Having a 4. 8 review score end up is, is probably, you know what I mean? You see the great conversions with that.How can someone, let's just say, Hey man, I got about a hundred and 200, but my, our reviews, I mean, we acquired another, it's, it's at two, it's at 2. 1 or two. You know what I mean? How can we start climbing back up? And in the right way, and maybe like they just got another new patient and then that patient just so happened to leave them a bad review and you know, their names in it now and they're like, ah, what can we do for, I guess, like the risk management here?Zeke: Yeah, that's a great question. And honestly, if that's happening to a practice, so if anybody's listening and your practices, let's call it like below 4. 5 and honestly, maybe even 4. 7, but I'll use 4. 5 to be a little more conservative here. you have bigger problems. So the reality is, is the average review score of swell users were thousands of practices.The average, the average review coming in is a 4. 98. Most patients like their provider. They have a good experience. If you have below a 4. 5 average, there is something fundamentally wrong within your practice. Whether you have a bad team member who's creating an unfortunate experience for the, for the patient, or you as a provider have some improvements that need to be made, you should be really looking at the feedback, this negative feedback that's getting posted online, and try to extract some trends on where you can improve the patient experience. it doesn't happen a lot, but we do see it by the way. And the reality is, is I would take that data. Those negative reviews are probably more valuable than the positive reviews because you're getting the opportunity to get feedback, to improve your operation. my general recommendation is.Use that data, take it to heart, use that in your team meetings, find out what the challenges are, find out where the shortcomings are, find out where patients are having a bad experience and improve it immediately. that's my takeaway there. It's less about how do I just try to bury those reviews?Cause there's tools again, that are going to solicit and help you drive those positive reviews from those happy patients, that's really what it comes down to is being proactive against it versus like reactive to your review solicitation. If you have bad reviews coming in, you have a bigger problem. You got to fix your problem first.And, uh, if that's a trend, then you got to fix it. and just so you're aware, there's tools to help you find out what those trends are. So like, obviously, Swell, we do review management, but we also do NPS and private surveys. So that might be a strategy before you start blasting your patients with the opportunity to leave public reviews.Capture private feedback before that. Try to find out what your general NPS score is. Try to find out what your patient satisfaction scores are in a private manner before you start, you know, pushing them to public review sites. Most practices have a really high review score. There are some that you're mentioning right now that have those challenges where they're far below, you know, 4.5. And those are the practices that lose out on new patients every day. Cause they're going to choose the provider in their local market that has a significantly better reputation online. Michael: Yeah. And I like that idea because I feel like, especially if you acquire new practice or, you know what I mean? You kind of like say, okay, let's, let's figure this out.Well, what was the issues with the private, right? Like you said, I'm sending out the patient surveys and the NPS.Zeke: Yeah. NPS. Yeah. Net promoter score, which is, you're not familiar with net promoter. And those listening who aren't net promoter score, everybody's probably received on their life. You're a flight Delta.They send you like 10 of them after every flight. it's basically a survey. It's a one question survey that says on a zero to 10 scale, how likely are you recommend us to a friend or colleague? And that's kind of like the standard business question when it comes to patient satisfaction still being used by a majority of, you know, the fortune 500 companies.still being used by a lot of dental practices that we work with. You see it primarily being used by DSOs on a regular basis because their private equity groups typically require it. But if, if you're not using anything right now to pulse your patients on a private standpoint, I have really recommend you do it just to find out what your baseline NPS score is.Hmm. Swell does that, right? Yeah, we do. Michael: Correct. Okay. Nice, man. Awesome. Zeke. I appreciate your time. And if anyone has further questions, you can definitely find them on the dental market or society Facebook group, or where can they reach out to you directly? Zeke: to reach out to me directly.You can email me as Zeke at swell CX dot com. I'm happy to fill those emails. swell CX dot com is our website. Well, season charlie X is an x ray dot com. and then obviously you can connect with me via Facebook or linked in some of the other social sites. Not super social on a lot of those, but I do my best to respond. trying to be better and, uh, at being more active on those social sites. But, uh, yeah, happy to engage with anybody who has any questions about whether it's public reputation or private feedback. I'm happy to be helpful in any way I can. Michael: See, we appreciate your time and thank you for being with me on this Monday morning marketing episode.Zeke: Absolutely. Thank you, Michael. Appreciate it.

Welcome to Jason Cooper's Global Sales Leadership Podcast! Hosted by renowned sales leadership consultant and coach, Jason Cooper, this channel brings you insightful conversations with today's top sales leaders from around the world. Welcome to another exciting and enlightening episode of the Global Sales Leader Podcast, where we embark on a journey into the dynamic world of sales, guided by the expert insights of our incredible host, Jason Cooper. Prepare to be captivated as we delve into a diverse range of subjects, from sales leadership and psychology to behaviour, economics, body language, linguistics, technology, and beyond. In this episode of the Global Sales Leader podcast, Jason Cooper interviews Dr. Phil Squire, CEO of Consalia, a sales business school. They discuss the concept of relationship capitalization, which is the idea of measuring the value of customer relationships over time. Dr. Squire explains that relationship capitalization is important because customers are arguably the most important asset of any business. However, it's not something that is typically tracked or measured. He proposes several metrics that could be used to measure relationship capitalization, including the type of contracts that are sold to customers, the longevity of those contracts, and the annual recurring revenue (ARR) that is generated. He also suggests that the relationship dimension could be measured through NPS (Net Promoter Score) or other types of customer satisfaction surveys. Dr. Squire believes that relationship capitalization is a valuable concept that could help businesses to better understand the value of their customer relationships and to make better decisions about how to manage those relationships. As we delve into the heart of our discussion, we explore the revolutionary concept introduced by Dr. Squire in his groundbreaking book "Transform Selling." Prepare to have your understanding of client relationships expanded as we delve into the intriguing world of "relationship capitalization." Discover how Dr. Squire's visionary perspective challenges conventional notions by advocating for treating client relationships as a valuable asset class on the balance sheet—a paradigm shift that could redefine the very essence of business success. Join us as we peel back the layers of the strategies that foster enduring client relationships. Uncover the secrets to building unwavering trust and becoming the go-to, trusted advisor for your clients. Through a rich tapestry of insights, you'll gain a profound understanding of how to implement innovative metrics and approaches that are reshaping the future of sales. Here are some shared resources https://www.consalia.com/mindset-survey Those who are eager to supercharge their sales strategies, cultivate deeper connections with clients, and achieve unprecedented success will find this episode of the Global Sales Leader Podcast invaluable. We promise to revolutionize the way you view and navigate the sales landscape when you take your sales approach to the next level by subscribing now. So if you are looking to take your sales game to the next level, subscribe to Jason's YouTube channel today, like his videos, and join the conversation in the comments. With Jason's guidance and support, you can transform your ability to convert sales into revenue streams and achieve your goals on a global scale. ✅Podcasts ✅Itune:- https://apple.co/3isbI6p ✅Spotify https://spoti.fi/3x9ahxK ✅YouTube https://bit.ly/3pyeVCh ✅www jasoncooper.io ✅jcooper@jasoncooper.io #GlobalSalesLeader #SalesExcellence #RelationshipCapitalization #SalesInnovation #BusinessSuccess #ClientRelationships #ConsultativeSelling #MergersAndAcquisitions #SalesStrategy #TransformSelling

Fred Reichheld is a legend in the field of customer loyalty. If you've ever received a text or email asking to rate a product or service, you can thank Fred for that. Although the system isn't without its critics, it's estimated that NPS (Net Promoter Score) is now used by two-thirds of Fortune 1000 companies.Since its initial development in the early ‘90s, Fred developed the NPS system to measure how likely customers were to recommend a company to a friend. His latest book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, builds on the early system and is a must-read for any businessperson pursuing sustainable success.We talk to Fred about the good and the bad of the NPS system, how it's developed over time, how NPS is a key indicator for the quality of a company's leadership and much more.Here's what we discussed:What would a younger you say about your success? (00:14)Could you give us an overview of your career? (01:00)Where did your passion for customer loyalty come from? (02:32)How much has the NPS changed since you first came up with the concept? (05:04)Could you give some examples of companies that you feel have done NPS in the right way? (16:51)Have you noticed differences in the application of NPS across the world? (22:31)Would you say there is a direct correlation between NPS and good leadership at a company? (24:45)Who are the most inspiring business leaders you've met? (30:30)Have you noticed a dip in overall customer service since the pandemic? (34:05)The Good News Postcard: What is your advice to your younger self? (38:40)What makes a great business leader? (40:16) Thanks to Finley from the Jill Dando News for bringing us The Good News Postcard this week. Get your dose of positive news by visiting The Good News Post, a website collated by hundreds of young people aged 8 to 18 in the UK. They've written real-life “news that's good for you”, covering people, animals, stories to cheer people up, and tips to make lives better.Be sure to subscribe to the podcast and the Business Leader YouTube channel for more interviews with some of the world's leading business figures. Hosted on Acast. See acast.com/privacy for more information.

Mike Doehla is a longtime health and fitness enthusiast who was able to turn his passions into a very successful company, Stronger U, which he recently sold. Mike is a really down-to-earth guy, and he has a super thoughtful approach, in that he thinks through decisions and information from many angles. His perspective on topics like health and nutrition and running a business often go against what we might consider conventional wisdom, and it's fascinating to hear his thoughts. We continue to learn a lot from Mike and we're sure you will too! Where you can find Mike Doehla:- Instagram: https://www.instagram.com/mikedoehla/To get 50% off ($79.50) your first month with Stronger U, use this link: https://r.strongeru.com/l/fq5f2Where you can find Bivona's Simply Pasta:- Website: https://www.bivonassimply.com- Instagram: https://www.instagram.com/bivonassimplypasta/- Facebook: https://www.facebook.com/profile.php?id=100090935162686- Physical location: 47 Liberty Street, Newburgh, NY 12550 Mentions from the show:- Stronger U: https://strongeru.com/- NPS (Net Promoter Score): https://www.qualtrics.com/experience-management/customer/net-promoter-score/- Maintenance Phase podcast: https://www.maintenancephase.com/- Self Esteem Brands: https://www.sebrands.com/self-esteem-brands-acquires-digital-nutrition-coaching-brand-stronger-u/- Mike's "retirement" post: https://www.instagram.com/p/CkdUFXrO7PR/?hl=en- Midlife: A Philosophical Guide: https://amzn.to/3YJ9xg6- LEGO for adults: https://www.lego.com/en-us/categories/adults-welcomeStay in touch with People, Place, & Purpose on Instagram and stay tuned for a new episode every Monday!Links may be affiliate links, which means we would get a commission if you decide to make a purchase through our links, at no cost to you.

Valentin Radu is the Founder and CEO of Omniconvert, a growth enabler for mid-size DTC eCommerce and retail companies looking to increase customer lifetime value and decrease customer acquisition costs. He is a prolific speaker and a CVO (Customer Value Optimization) evangelist across various stages. A father, husband, and pet parent, Valentin is also the Founder and Instructor at CVO Academy, where he coaches and teaches e-commerce businesses how to scale their brands profitably and sustainably. 00:00 - 00:24 “Acquiring customers and not caring about how happy they are is not an option anymore. With the Net Promoter Score, you can ask customers, what are the chances for them to recommend your business to a colleague or friend…” 00:25 - 00:49 Welcome to Peppershock Media's Marketing Expedition Podcast 00:50 - 01:25 Valentin's Bio 01:26 - 17:58 Marketing Essentials Moment: Working with a Web Designer 17:59 - 19:11 Welcome to the show, Valentin! 19:12 - 21:29 From a struggling eCommerce entrepreneur to empowering marketers around the world 21:30 - 24:53 Conversion Rate Optimization 24:54 - 27:13 What is NPS(Net Promoter Score)? 27:14 - 28:18 The value of customer retention 28:19 - 29:06 Kitcaster specializes in booking podcasts with massive audiences, working with the top 1% of podcasts, respective to monthly downloads. 29:07 - 32:37 How Omniconvert explorer solution works 32:38 - 35:37 A mapped customer journey 35:38 - 38:57 Valentin discusses his ongoing book project, The CLV revolution. 38:58 - 43:54 Talking about Romanian culture 43:55 - 45:43 Three main pillars of customer value optimization 45:44 - 46:27 Visit omniconvert.com and connect with Valentin Radu on LinkedIn 46:28 - 46:44 Give us a review and share this podcast with others! 46:45 - 47:31 Join The Marketing Expedition Community today!#netpromoterscore #customerexperience #customersatisfaction #nps #customerjourney #customerjouneymap #digitalmarketingservice #digitalmarketing #customerbehavior #digitalmarketingagency #digitalmarketingtips #branding #advertising #marketing

Growth Factory, 20.01.2023Як українським IT-компаніям підвищити рейти. З чого почати.Щоб змінити рейти, потрібно багато часу та змін у компанії. Це складний процес, який вимагатиме багато зусиль.Почати можна з наступних кроків:1. Покращити кожен customer touchpoint: website copy, contracts, invoices.2. Фідбек: NPS (Net Promoter Score), CES (Customer Effort Score).3. Слідкуйте за кращими, але не копіюйте. Беріть круті ідеї.4. Не кажіть, що ви партнер, будьте партнером.Такі та багато інших актуальних тем розбираємо на гостьових сесіях Клубу GFA: http://bit.ly/3XOehBj Оригинальное видео доступно на YouTube:https://youtu.be/1zuOdS4TNSs

In dieser Folge des Digital Insurance Podcast spreche ich mit Thomas Tannhäuser, Strategic Account Director Insurance bei Genesys. Genesys ist ein Tech-Konzern mit Sitz in Kalifornien und wurde 1990 gestartet. Sie orchestrieren End-to-end-Kundenkommunikationsprozesse. Genesys verbindet Systeme von Unternehmen und sorgt dafür, dass die richtigen Aufgaben an die richtigen Mitarbeiter gelangen. Genesys bietet für Contact Centers eine Routing-Engine und eine Künstliche Intelligenz, erklärt Thomas zu Beginn unseres Gesprächs. Diese ermöglichen es, Daten auf optimale Weise an Mitarbeiter im Unternehmen zu bringen. Diese brauchen ganz bestimmte Informationen und müssen ihr Einsatzgebiet verstehen, um Kunden bestmöglich beraten zu können. Die Anforderungen an das Contact Center sind im Vergleich zum Call Center gestiegen. Heute gibt es viele Kommunikationskanäle, über die Kunden Nachrichten versenden können. Um die Qualität der Arbeit eines Contact Centers zu messen, gäbe es einige Kennzahlen, sagt Thomas. Zum Beispiel die Falllösequote oder die Dauer in der Warteschleife. Am Ende gehe es stets darum, eine kundenzentrierte Sicht einzunehmen. Ist der Kunde zufrieden? Dafür reiche es nicht, den standardmäßigen NPS (Net Promoter Score) heranzuziehen. Was es sonst noch braucht, klärt sich im weiteren Verlauf des Gesprächs. Links in dieser Ausgabe Zur Homepage von Jonas Piela Zum LinkedIn-Profil von Jonas Piela Zum LinkedIn-Profil von Thomas Tannhäuser Vertrauen Sie auf Ihren guten Ruf? Er ist Ihr Versprechen an Ihre Kunden. Mit ProvenExpert bauen Sie online Vertrauen auf, indem Sie authentische Kundenstimmen nutzen und sichtbar werden. Für unsere Hörer gibt es hier alle Infos sowie ein exklusives Angebot, um eure Online Sichtbarkeit durch Kundenbewertungen auf ein neues Level zu heben! geht es zu Ihrem exklusiven Angebot als Zuhörer des Digital Insurance Podcasts. ProvenExpert – Für alle, die wissen, dass Vertrauen mehr wert ist als Gold KI, Dynamisches Pricing, Embedded Insurance, Nutzungsbasierte Versicherung – Keylane setzt diese Themen bereits seit Jahren erfolgreich mit ihren Kunden um. Willst Du wissen, wie das funktioniert? Folge oder schreibe Keylane bei LinkedIn. Keylane – Unlock tomorrow! Das Digital Insurance Job Board ist live! Du suchst einen Job im Versicherungsumfeld mit Perspektive, spannenden Themen und in einem innovativen Team? Hier findest du die aktuellsten Stellen rund um Digital Insurance im DACH Raum.

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Welcome to the tenth episode of It's a Numbers Game Podcast by The MSP Finance Team with Daniel Welling special guest, Mike Knight.   We created It's a Numbers Game Podcast to help MSP owners learn and understand how to build and maintain a financially healthy MSP business. In this podcast series, MSP business owners like you will learn the fundamental steps, tips, and tricks, and dos and don'ts to achieve MSP financial growth.   In this episode, we talk with Mike Knight, whose day job is writing content for a private group of MSPs however today we explore NPS – Net Promoter Score, a topic Mike has written a white paper on.   Mike explains in great detail what an NPS is, how best to measure it, and crucially how mastering this number can help MSPs increase referrals, reduce attrition and grow their profits.   We also explore how NPS compares with CSAT and the actionable insights possible from measuring both.   Get in touch with Mike's content ideas and writing niche by clicking – mklink.co.uk   Connect with Mike Knight on LinkedIn by clicking here - linkedin.com/in/mikeknightmklink   Connect with Daniel Welling on LinkedIn by clicking here – https://www.linkedin.com/in/daniel-welling-54659715/   Visit The MSP Finance Team website, simply click here – https://www.mspfinanceteam.com/ We look forward to catching up with you on the next one. Stay tuned!

In this episode, John explains why it is important to measure success and know numbers for your business. A leader wears different hats. Each role requires different measurements when defining success. This also applies to your people in the organization.  Join us as we share strategies for targeting key numbers that are vital for the growth of your business!     Show Notes 0:25 Effective Agreement Everybody's definition of success and freedom is different, and that's why creating an effective agreement can help set the right expectations. You have to be clear on how to measure success for each individual and this is done by having an agreement in place.   03:33 Measuring Success As a leader, you wear different hats in your business. Each role will need you to measure success by knowing the numbers and hitting them. This lets you know the things you need to improve on and the things you need to continue doing in your business.   04:50 Number One Metric John talks about your key metric as the CEO of the organization is getting the right people in the right seats. This will help you leverage their potential at the greatest level.   06:00 Client Satisfaction One of the important components of the business is the NPS ( Net Promoter Score). This is a client satisfaction survey that is crucial for the organization because it measures how your client feels about your service.   10:24 Platform To Use John uses Zillow and Google when it comes to real estate platforms. He based this on people's behaviors and creating brand awareness for the business.   12:22 Dealing With Negative Emotions Being in a negative state of mind and emotion can lower trust and understanding when dealing with another person. You have to get into the cause of the negativity and build enough trust and understanding.

5-DAY CHALLENGE - Never Struggle With Sales Again! https://sellingwithlove.com/challenge ===== This episode is a continuation of the previous solo episode about NPS (Net Promoter Score). To show how powerful is to create promoters of your product, I'm sharing this tool that has helped me so much without any type of affiliation, just because of how much I love it and how much it's helping me. If you struggle with procrastination or you find it difficult to get yourself organized and get things done, this is going to be a total game-changer as it has been for me. Get ready to triple your productivity this week, and thank me later with a story on Instagram. =====

FREE 5-DAY CHALLENGE - Never Struggle With Sales Again! https://sellingwithlove.com/challenge ===== Aren't you sure if your clients are helping your brand to grow? What if they would actually hinder your progress? In today's episode, you'll discover the NPS (Net Promoter Score), a very simple tool that allows you to know what your clients think, feel, and behave towards your business. Are they promoters that share the wonders of your service with their friends and family? Or are they detractors that slow down your efforts? Using this tool you can get clear feedback on your product, the ideal client for your services, and what are aspects to keep or change. Listen up and take action sharing this question with your current client base. =====

Customer experience drives future loyalty. But understanding what your current customers feel is hard. And market research surveys like NPS (Net Promoter Score) don't give you sufficient information on what's working and what's not. So TruRating's Brian Dennis, a leading CX voice, joins Oliver Banks to explore how you can improve how you listen to what your customers actually think about your experience and operation. Listen to this episode of the Retail Transformation Show podcast to hear: What retailers should be doing to boost their experience. How to determine if your operating model is being delivered in reality. Why you need to understand if customers are satisfied or highly satisfied. Show notes are at www.obandco.uk/205.

We've all stood at a stop wondering when the next bus will arrive. And a lot of us have wondered why a bus didn't go where we thought it would because of a detour or closure. These are not good feelings as a rider. Steve Young, VP of Technology and Innovation at VIA Metropolitan Transit in San Antonio, TX knows a thing or two about data and customers. He and his team have pushed the limits of technology to give his customers the absolutely latest information about routes and buses. VIA riders always know where a bus is, and route changes are updated every day so your planned trips go as planned. It's these little things that have given VIA an off the charts NPS (Net Promoter Score) rating from its customers. Hear how Steve dug into the technology and data so his team could deliver these amazing results. Also this week on Transit Unplugged News and Views: This week's transit news Messaging Minute with Elea Carey Mike's Minute with Mike Bismeyer Update from Paul on where he'll be over the next few months, including where you can get a copy of his new book coming out in October. And don't forget this Friday we'll have a special episode of Transit Unplugged TV from APTA Tech all about ... transit technology! Next week on Transit Unplugged In-Depth we have Vernon Everitt, Transport Commissioner for Manchester U.K.  If you have a question, comment, or would like to be a guest on Transit Unplugged, email us at info@transitunplugged.com.

- No Money Talks, Igor Chede analisa as quedas sensíveis nas ações do Ibovespa. O que é oportunidade e como fugir das armadilhas? - No Descomplica, Igor Drudi explica os NPS (Net Promoter Score) dos colaboradores de sua empresa.

Two-time CEO and first time founder of OCX Cognition Richard Owen talks to Ryan in this episode. OCX Cognition is a software and data science company that uses machine learning to create real-time NPS and customer health performance. Previously to this, Richard Owen ran DELL's ecommerce platform and he has also built two software companies. Richard and Ryan talk about NPS (Net-Promoter-Score), NRR (Net-Recurring-Revenue) and how using machine learning to predict and measure these can provide an invaluable resource and tool for companies. Richard also talks about and advocates on how your customers are your best marketing assett as well as your best collaborators too! KEY TAKEAWAYS OCX are due to reach their first million, they sell large tickets to enterprises, focusing on margins at a high value rather than volume of clients. There's a narrative in the business community that you launch and are successful in six months, but this simply isn't true. It takes a lot of hard graft, time and commitment to grow and reach your first million and beyond. Companies are always trying to figure out net revenue retention. What we know to be true in the business world, is that customers ultimately renew based on their experiences with the company relative to their expectations. Previously companies would either ask their internal teams or you would survey customers to gain this information. But this was far from an exact science. So, what OCX Cognition does is use machine learning instead to predict behaviour. OCX Cognition are really bringing a lot of computer and logic based science to what was previously a very anecdotal and guesswork situation. When OCX Cognition was created, Richard worked with clients as a service based product, using other data systems from people he knew. Once they had created solutions and value for these clients, Richard then used the capital gained to build and create their own software. If customers want to work with you and are interested in your end solution, then you can follow this approach too. But be prepared to make many changes along the way and forever be evolving to meet clients and customers needs. Your biggest cost when starting is in engineering. You are spending time and money creating software that you won't use or that doesn't work so be hyper-aware and wary of this fact. Your customers are your best marketing asset and your best collaborators. Word of mouth and recommendations are powerful tools and customers will tell you what you are doing right and what you are doing wrong too. What every company needs to understand is there a whole host of experiences that contribute to a customer making a decision on whether to stay, go forward or retract from a vendor and these interactions all start very early. The customer is in a constant state of revaluating where they are and how they feel about the company. Out of everything you are do as a company, what things have the highest impact? Think about this and work accordingly, not everything you do or focus on is equal.   BEST MOMENTS “What every CEO of a company wants to understand is what essentially is my true condition of my customer base” “Leverage your clients as capital” “Every new customer we take on we are learning something that improves our fundamental algorithms” “Think of this as a continuous stream of activities that a customer is consuming and all of those activities impact their static level of loyalty to that company” Do You Want The Closing Secrets That Helped Close Over $125 Million in New Business for Free?"  Grab them HERE: https://www.whalesellingsystem.com/closingsecrets   Ryan Staley Founder and CEO Whale Boss 312-848-7443 ryan@whalesellingsystem.com www.ryanstaley.io    EPISODE RESOURCES https://ocxcognition.com https://www.linkedin.com/company/ocxcognition https://www.linkedin.com/in/richard-owen-98ba3/   ABOUT THE SHOW How do you grow like a VC backed company without taking on investors? Do you want to create a lifestyle business, a performance business or an empire? How do you scale to an exit without losing your freedom? Join the host Ryan Staley every Monday and Wednesday for conversations with the brightest and best Founders, CEO's and Entrepreneurs to crack the code on repeatable revenue growth, leadership, lifestyle freedom and mindset. This show has featured Startup and Billion Dollar Founders, Best Selling Authors, and the World's Top Sales and Marketing Experts like Terry Jones (Founder of Travelocity and Chairman of Kayak), Andrew Gazdecki (Founder of Micro Acquire), Harpaul Sambhi (Founder of Magical with a previous exit to Linkedin) and many more. This is where Scaling and Sales are made simple in 25 minutes or less.     Support the show: https://www.linkedin.com/in/ryan-staley/ See omnystudio.com/listener for privacy information.

We all want our clients to share us, promote us, talk about us, refer us... BUT Why don't they as often or as much as we would like? Do you know your NPS (Net Promoter Score)?  Do you know how to trigger the circuit breaker? Do you realise it's more than just simply doing a great job and getting results? In this 'Get More Referrals Today Podcast' I'll show you the simple reason why your clients don't talk about your business as much as you'd like If you loved the episode, it would be amazing if you could share it to another handful of people or even leave a review on your favourite podcast platform.. And remember don't forget to subscribe to us on... ITunes Spotify YouTube Google Play If you are ready, here are 3 ways I can help you right now Come & See First Hand How To Grow Your Business With Ease, With Daily Tips, Tricks, Insights and Actions To Implement In Our ‘Service Professionals Academy' – www.facebook.com/groups/michaelgriffiths Find out what's missing in your business right now to grow every month and be more profitable than ever before. Take the scorecard to see where you rank.  www.michaelgriffiths.com.au/quiz Would you like to get more exposure for your social media content and break the algorithms so that you get seen by more of your network? Join us in the Collaboration Pod and start getting seen by more people every day. www.michaelgriffiths.com.au/pod    

In today's episode, the NCG Book Club is back with a lively discussion on “Winning on Purpose: The unbeatable strategy of Loving Customers” by Fred Reicheld, facilitated by Michael Murray, President of Textbook Painting and Member Coach with NCG. This book reconstructs how NPS (Net Promoter Score) is used and analyzed within businesses. Winning on Purpose suggests that the primary purpose of business should be to enrich the lives of customers, and that deeply investing in the customers and their experience with your company brings back THEIR business and kickstarts their friends' business interactions, leading to earned growth and increased profits. This discussion and the book itself have inspired us to think harder about NPS and its place as a critical KPI in our financial workbook going forward. If the NPS system is new to you - don't worry! We start off our conversation defining the system before jumping into the book highlights and takeaways.

Fred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it. Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the full potential. To address this Fred has written an incredibly generous book, 'Winning on Purpose' which not only lays down the formula for measuring commercial gain from customer experience, but also shares a lifetime of experiences with some of the most successful brands on the planet.In conversation with Lexden's CX's Christopher Brooks, Fred unpacks his manifesto from Winning on Purpose for enriching people's lives and encouraging more love in business. A tour de force, with a pedigree track record this podcast is a must for any CXer, as is Fred's latest book, Winning on Purpose'

Aujourd'hui, pour le nouvel épisode, je reçois Sophie Mauras. Elle est Directrice CX Transformation, Customer Care, RSE & Data chez Yves Rocher . Yves Rocher est une entreprise connue de tous, elle a maintenant 60 années d'existence à son actif, comptabilise 25 millions de clients à travers le monde et 700 magasins. Une des grandes forces de Yves Rocher, c'est sa maîtrise de la DATA. Depuis le tout début, ils ont collecté toutes les informations de leurs clients et ça c'est impressionnant. Néanmoins, après nous avoir raconté l'histoire Yves Rocher et son rôle dans l'entreprise, j'ai demandé à Sophie : Comment faire pour moderniser la relation client d'une entreprise comme celle-ci ?  Pour Sophie c'est un "never ending process" On parle alors beaucoup de selfcarisation. C'est-à-dire le fait de rendre accessible aux clients les réponses à leurs questions, en toute autonomie. (FAQ, Chat en ligne, Bot, Intelligence artificielle) On parle aussi du fameux NPS  (Net Promoter Score) qui n'existait pas il y a 60 ans. Chez Yves Rocher, ils ont choisit d'en mettre 4 en place :  NPS Post achat NPS Livraison ecommerce NPS Boutique NPS SAV Sophie nous partage en toute transparence les résultats chiffrés et les apprentissages de la mise en place de ce NPS. Bonne écoute

Kevin and John talk about selling/buying homes, customer service, and customer satisfaction surveys. They discuss handling customer feedback and how it motivates them. They also discuss the NPS (Net Promoter Score) survey, as well as the product-market fit survey. John and Kevin are a couple of Dads who are figuring out how to be both successful business owners as well as successful fathers and spouses. Mentioned: https://delighted.com/ https://review.firstround.com/how-superhuman-built-an-engine-to-find-product-market-fit

Florian Stec a cofondé Drag n' Survey avec son frère Roman il y a maintenant 7 ans et ils surfent sur la thématique des questions de NPS (Net Promoter Score), qui est chère aux startups d'hypercroissance et un élément clé dans le suivi et l'analyse du Churn. Sa plateforme a déjà aidé des milliers d'entreprises et c'est un projet 100% bootstrap qui est désormais mûr pour l'International. Un épisode vraiment chouette à écouter !

Neste vídeo, diretamente do 3 em 3 da Universidade das Vendas, compartilhamos com você 3 R's para medir o grau de satisfação e lealdade dos seus clientes. Além do NPS (Net Promoter Score), estes 3 R's vão ajudar você a enxergar ainda melhor e com mais profundidade essas medidas importantíssimas e fundamentais no desafiador mundo das Vendas Consultivas. Assista ao vídeo, compartilhe e deixe um comentário.

Today, we're joined by Mike Rizzo, Founder of the MO Pros, a growing community of wicked smart Marketing Operations Professionals who love to learn and collaborate. When people find a community that they truly identify with, it gives them a feeling of relief that they are not alone. They don't have to struggle to fit into a different community where nobody understands them. Professionals within a community can come from all walks of life to learn from each other. A community is a people-made product because it's not directed by one project manager at the top or by a single goal. Your company's community-led growth model must add nuance to the “community” buzzword by asking members of that community what is valuable to them, what problems need solving, and what problems you can/cannot solve. It's a symbiotic relationship with your community members. Measure community not by revenue but by the value you create. You can think of a community having its own NPS (Net Promoter Score). Track metrics with specific goals and use your tracking sheets to advise your growth trajectories.

Okan DEDEOĞLU ile Taze Gündem Kanalımızda ‘' Online Eğitim Dünyasında Başarılı Altyapı Nasıl Olmalıdır?'' konusunu konuşacağız. Uzman konuğumuz; ‘' CEO, ETGi GRUP & VEDUBOX Bilgin YAZAR''

Sem dúvidas, hoje o NPS (Net Promoter Score) é uma das principais formas de medir a satisfação do seu cliente. A partir de uma única pergunta, abre-se três grupos de clientes e é importante você saber quais são e o que fazer. Neste áudio eu também indico um livro especial que ajudará o seu negócio a prosperar em um mundo voltado aos clientes.

¡Que buena charla! Con Raúl Rodríguez, CX Directo QuestionPro LATAM, y Javier Vázquez Coria, Director de Inbox Research; quienes nos proporcionaron información de alto valor para conocer el Net Promoter Score - NPS®, las ventajas que proporciona a las empresas y la importancia de su medición continua.

Empresas manufactureras y la oportunidad en EUA. Discutimos el por qué creemos que es relativamente más fácil para empresas consolidadas arrancar su e-commerce en Estados Unidos que en México.Primero que nada vamos tarde en reconocer esta gran oportunidad de conocer y tener un mayor acercamiento al consumidor final. Platicamos el por qué es un daño  no tener la relación con el consumidor final y dejarle esto a tus distribuidores o socios.En México hay algunas limitantes por lo que creemos que se complica un poco más:-Fraudes en México o limitantes con los sistemas de pago-Limitantes en empresas de servicios logísticos para e-commerce… especializados.Estas empresas que creen que entregar un producto que normalmente se entrega en bodegas, es lo mismo que entregar en casa del consumidor final… provoca  malas experiencias de servicio al cliente para la empresa que esta lanzando su e-commerce.También platicamos el por qué es un riesgo y una oportunidad pérdida el solo depender de marketplaces:1. Pierdes margen2. Pierdes oportunidad de tener el contacto con tu consumidorOptimizar tu inventario para poder tener eficiencia comercial en EUA implica una gran curva de aprendizaje, esto es una inversión para poder pasar por un proceso de entender mejor a tu consumidor.¿La ventaja? El mundo digital te da la oportunidad de acelerar ese conocimiento de tu consumidor. Abrir tu pagina saber cómo navegan, qué buscan, cuáles son sus intereses, etc. te da la posibilidad de agilizar ese inventario que se adaptara mejor al mercado.Hay 3 KPIs que consideramos los principales para arrancar:1. NPS: Net Promoter Score clientes satisfechos2. Conversión: Conversion Rate - Cuantos usuarios llegaron a tu sitio con intención de compra, terminan realmente comprando.3. Aceleración de Ventas: Ya teniendo dominado los 2 KPIs anteriores ahora si puedes enfocarte en maximizar y acelerar tus ventas digitales, trayendo más tráfico, invirtiendo en marketing, etc.Si tienes cualquier duda o comentario no dejes de escribirnos a martha@grou.com.mx

El módulo dentro del modelo organizacional de RevOps (Revenue Operations) que casi siempre hacemos a un lado o dejamos para el último es el del Servicio al Cliente (Customer Success), este consideramos, debería ser la prioridad de toda compañía, independientemente de ser B2B o B2C.Los componentes del Servicio son básicamente:Tener una Mesa de Servicio de calidad para poder atender a tus clientesEscuchar a tu cliente y prospecto con "Social Listening" y encuestas de satisfacción. Sobre todo midiendo su NPS (Net Promoter Score).Creando un repositorio de información ilimitado para un centro de ayuda (Help Center o Knowledge Base). Si tienes cualquier duda o comentario no dejes de escribirnos a martha@grou.com.mx

Welcome to series four of Take My Advice (I'm Not Using). Today's guest is Will Page, the former Chief Economist of Spotify and PRS for Music where he pioneered 'Rockonomics'. At PRS he published work on Radiohead's In Rainbows and saving BBC 6Music. At Spotify, he helped redefine catalogue and articulated the global value of music copyright.In this episode, we discuss how Will's determination to work in the music business led to him becoming the industry's first Chief Economist. We also explore the concept of 'builder's and 'farmers' in tech businesses, as Will explains how Spotify founder and CEO, Daniel Ek, successfully bridges the gap between both.There's also a conversation about the danger of NPS (Net Promoter Score), the rising importance of consumption over transaction data, NFTs (non-fungible tokens), and how data has impacted the creative process in music.LINKS:Will Page's new book, Tarzan EconomicsNPSistheworst.comWill's LSE articleFuture Work/Life newsletterFuture Work/Life websitePodcast episode with Christopher Lochhead on Category Design and 'niching down'Podcast episode with Ben Legg on Portfolio Careers See acast.com/privacy for privacy and opt-out information.

Montreal's Stingray has built up a global business providing curated music channels for consumers on their cable systems and through streaming, and also for retail through in-store radio systems. But the company also has a fast-growing Business division that's focused both on shopper experiences, using digital display, and on shopper behaviours and interests. Stingray has been most active in Canada, and particularly Quebec, but it is making moves to expand in the United States, Europe and elsewhere. I caught up with Renaud Lafrance, the Chief Revenue Officer for Stingray Business, to get a sense of how his group operates, the product offer and the state of the retail market as we start to come out of this awful pandemic.  We get into a bunch of things, including how retailer needs have evolved in the past year, and the value of analytics. We also talk about a big sports retailer's flagship, filled with digital, in suburban Montreal. Subscribe to this podcast: iTunes * Google Play * RSS The 16:9 PODCAST IS SPONSORED BY SCREENFEED – DIGITAL SIGNAGE CONTENT Renaud, thanks for joining me. Let's start by giving you background on what Stingray is all about. I spoke with Pierre from your company about three years ago, but it's certainly time to do an update.  Renaud Lafrance: Yes, David. First of all, thank you for having me on your podcast. I've read a lot of great things about it. Let me give you a very brief summary of the Stingray organization: Stingray was founded in 2007. We're a publicly listed company as of 2015, and essentially, we're a business leader in the music and visual media in the world. There are essentially three business units of Stingray:  #1, Genesis is what we call our broadcast plus streaming app business. This is where you see many cable operators around the world, but let's say in the US operators such as Comcast, in Canada Rogers, and such where you have audio channels. And throughout the years, without many acquisitions, we've added other channels, other solutions, such as Quello, which is the Netflix of concerts and karaoke, we have the largest licensed karaoke catalog in the world, and we have different platforms for the karaoke, not just cable operators, but in the world of OTT (over the top) platforms such as Amazon, they're distributors of our content and Roku, Samsung TV+, which are using our audio and visual channels. Different products like NatureScape is one of them. If you ever have a Samsung TV or an LG, both are partners of ours. This is loaded directly into the smart TVs. So this broadcast/streaming app business is one of our units.  The second unit is Radio. We have a hundred radio stations, like old-style broadcasting. The third business unit is the discussion today. The one which I take care of is Stingray Business, which is all about in-store media solutions regarding music and digital signage and experience as well as insights.  You're a Montreal company and I think you got your start on the digital side by acquiring another Montreal company called Groupe VIVA. Is that pretty accurate?  Renaud Lafrance: Yeah. So since 2007, our Stingray Group Inc, we've done 48 acquisitions into different divisions, but in the distinguished business division, our first foray into digital signage was in 2015. Before that, we had acquired other commercial background music companies, but the digital signage, digital experience portion of the in-store media world started in 2015. And yes, it was a local Canadian company called Groupe VIVA and then we also acquired another digital signage company called Novara Media out of Toronto, and we also acquired a company in Europe, in Benelux, which had a mix of commercial background music and digital signage, a company called DJ-Matic, and where we have a presence in the Netherlands in both Belgium, and we also acquired last year during the pandemic, our Mexican affiliate Basha, which has many large enterprise brand clients with digital signage rolled out in Mexico.  So is that kind of a strategy for the executive to grow through, at least in part through acquisition? Renaud Lafrance: Absolutely. Stingray’s strategy is a growth twofold into user acquisition and also a big push in organic growth as well. The combination of the two.  So your streaming music business is global on the digital media side, the quasi digital signage side, is that primarily North American and more so than anything so far in Canada? Renaud Lafrance: So just to give you a little context, we have around 125,000 locations. With one of our solutions or both or more than two in retail locations. So music, signage, business intelligence (what I would call insights) so we have a global footprint. So our strategy was really to become a global player and really take on global enterprise clients. We have to have a footprint and not just the footprint, feet on the street with a full staff taking care of support, taking care of project management, taking care of curation, taking care of all the integration necessary for both signage and music, commercial music install. So this is why we have an office in Sydney, Australia for the APAC region, with a full team over there. We have the European team, the Mexican team, USA, Canada, and all our different offices have the signage capabilities, embedded with the commercial music to give a full in-store media solution package for our retail, brick and mortar clients in the different verticals that we operate. But is it fair to say that a lot of your business to date has been in Canada and you're now expanding?  Renaud Lafrance: When we acquired the company in Europe, they had a certain percentage of revenue coming from signage. Mexico is, I would say 80% digital signage, but it's fair to say that like notable large clients like we have banks in Mexico with a full digital signage rollout, the largest pharmacy chain in Mexico also under digital signage and but of course, still the bulk now is Canada, but very quickly moving on to American brands as well as global enterprise brands for digital signage, as we speak.  And you did some sort of, I think it was a partnership more than anything else, with a US company called Space Factory, going back two, three months, yeah? Renaud Lafrance: So the thing with Space Factory is that we started with the partnership with them, they're a veteran crew, a collective in the in-store media world. They'd been operating in the past 30 years in various different businesses that are well-known such as play networks and others. And we just combined our efforts to really launch our conquest of the American market. As of Jan 1st, we exited our relationship with our partnership with Mood Media, where initially we were exclusive for Canada for commercial music and they were for the US. Now, this is over and one of the reasons why we partnered with Space is to accelerate our penetration in the American market with seasoned veterans. And again, we're always looking at tuck-in acquisitions and major acquisitions in the American market to further consolidate and further grow our in-store media business as well as we built and we're continuing to build a full organic sales team in the US and going after enterprise brands always. So, I'm an end-user, I'm a large retailer in the US and I'm interested in what Stingray’s Space Factory has to offer. What all is it that you guys do? Do you start right at the consulting idea stage and take it all the way through to ongoing management? Or are there a start point and an endpoint? Renaud Lafrance: I think with our unique blend of solutions, not just on the business side, but also on the consumer broadcast side, we have a lot of assets and we have a unique position, a combination that we can bring to the marketplace. I'll take Insights as an example. As we bundle these, the media, music, technology, digital signage experience, Insights. Also, for instance, I'll give you a little more background on the Insights portion. We acquired a company last year called Chatter Research, and they've developed a very clever way to get feedback from retail clients, thus giving very sought-after information on customers. The way this is done in the retail world these days in the past years, often you go and shop or even shop online. You'll sometimes get a request to fill out a survey, go online, fill out a survey. What chatter has done through a proprietary AI engine is really a clever easy way to interact with clients to talk about their experience. We call it a conversation.  So if you're a purchase or an operator, with a QR code enabled through signage or through different media placements in a retail operation, you have a conversation with an AI text-based on your smartphone. Thus you're answering and the AI will look at 1200 inflection points. So instead of asking you questions, eight or nine questions. It's an open conversation. And then the AI captures this data and there's a dashboard with which retail management can really consult every second of the day, if they want real-time feedback coming in, classifying it and seeing what people really want or what's missing. So this intelligence is I think, now a vital part of our whole in-store media solution offering and it also makes it another value add and something very distinctive as to bring to the business world.  Yeah. It sounds like a chatbot, except instead of it being for virtual stores, it’s for bricks-and-mortar stores. Renaud Lafrance: Yeah, but it's more than a chatbot because it was really built for the whole retail marketplace and there's also a version online for a lot of our retailers that have e-commerce, especially these days in the pandemic. So it's not a chatbot, it's really focused on getting feedback from clients and really capturing all of that and building a dashboard, establishing the NPS (Net Promoter Score) and executives can have deep insight that they would never get with simple eight-question feedback.  This is very different, it seems from a lot of the retail analytics that has been marketed in the last three or four years. I think I went to a show a couple of years ago, and the trade show floor was filled with companies selling AI-based, computer-vision based retail analytic, and I've not seen a lot of take-up of that stuff, so going out this way with an opt-in app basically seems very different.  Renaud Lafrance: It's very different. We've also had our different digital experiences with digital signage solutions using AI with facial recognition and so on, just establish with our clients what's working, what's not working with content, and so on, but this is really smart, simple, and conversational. And there's no app, by the way. It's just, you just look at the QR code, or you can just text the number and you start the conversation via text.  This has been an interesting 12 months, to say the least, and a difficult time for a lot of retailers unless they sell groceries or they're a big box or they sell liquor. I'm curious: how the last year has been in terms of what retail needs are, what retail interests are in digital experiences in-store, has it gone quiet on you, or is there still a lot of interest or even perhaps more interest than there was in the past because things are so different now? Renaud Lafrance: I will give you an answer based on geography because, in all our different countries where we have our retail clients, we have a different mix. For instance, in North America, we were lucky to have a lot of essential business clients, such as supermarkets, drug stores, banks who always stayed open. In other geographies, we have sometimes more of a mix of restaurants, cafes, hospitality, and so on. And whether it's Europe or Canada, the USA, or Mexico, a lot of them were shut down, and are still shut down. But overall, we were very lucky to have enterprise brand clients and a good concentration in the essentials, and even the QSR clients, kept operating with a drive-thru, curbside pickup.  The second part of the answer to your question is yes, we are seeing the demand for new things. Signage whether it's signage that will be at the entrance of the store, look at store counts, people counts, like the whole messaging for COVID. Another thing that's happened along the way is on the audio side, the music side, because we have thousands of locations where we can broadcast messages, we've been broadcasting a lot of COVID messaging for our retail clients. Less visual but more audio, so you absolutely reach everyone that's in the store. So COVID messaging, health and safety, whether it's for the employees or for the general consumer walking in the store, that‘s been very popular, and even using our insights solution Chatter, we're getting a lot of new information from clients stating what they need, what they want, what they're looking for and what they'd like to see within the retail experience, the customer experience regarding visual content regarding less touch.  Are there still budgets out there? There are retailers who are prepared to spend or are they on hold? Renaud Lafrance: Funny thing is a lot of retailers, and again, if you look at the focus on large global brands, whether to engage with a current vendor and they want to switch because some people in some companies in the industry have been affected, I’m talking about some of the competition, might not have as healthy a balance sheet. And, it's very interesting to see the number of our fees and then the number of large deals that are currently in negotiation with major iconic brands around the globe that we are currently involved in. So regardless of, let's say 2000-3000 store global chain, won’t name a specific brand, but they are affected in different countries, but they are still looking at modernizing, looking at digital experience within the store, the customer experience.  We've been saying for many years that maybe the retail footprint will be reduced but the experience will be augmented. So the short answer, David, is that surprisingly does a lot of activity right now.  That's good. I'm also curious, there's been a lot of things written and a lot of speculation on things like panel discussions and so on about how retail has changed and how selling is moved to the parking lot, to the curbside that there's a big demand for personalization, that there'll be appointment-based shopping and a lot of the way that we do shopping in places other than big-box grocery stores and so on, will change as a result of all this. Are you seeing that at all?  Renaud Lafrance: I then we are seeing, and if you look at different verticals, I'll use the example of QSR, for instance, with certain QSR, forward-thinking brands, the proliferation of drive-thru, some drive-throughs are now two lanes, three lanes. As we just mentioned, using a mobile app to pre-order delivery at specific spots within the curbside pickup. You're seeing multiple channels now open up and even in the discussion with someone autonomous cars delivering food, and we were involved with a signage portion within the car and also the feedback insights portion within that a delivery service that will be launched later by a major QSR brand.  You also mentioned some fully-automated stores coming online. You’ve seen Amazon Grocery, and closer to us, Circle K is also looking at the convenience store automation lab. We've also done a great new concept with a Canadian-based QSR chain called Recipe Unlimited, which holds around 1300 locations spread out over nine brands and they developed a new concept where all their brands can be served with one kitchen, and you pre-order, or you just walk in like a giant vending machine and there's no sit-down, you just pick up in your cubicle, the meal you ordered and you go home with it, but you have access to all the brands within one kitchen instead of going to different restaurants, obviously.  I'm using the QSR example, and then we could go on to different verticals, we've seen ghost kitchens happening. We've seen many different innovations coming up right now that we want to assist partners with these clients in helping them bring, in the QSR business, as I've stated before, they're also looking at experience: what can we do to have a unique experience? So more investment’s going towards experience and made into new experiences, into new delivery methods instead of a proliferation of a greater number of locations to serve their client base.  One of your colleagues, Martez sent me a video that showed a new store that you guys have worked on in suburban Montreal and out in Broussard that is a sporting goods store and you guys have done quite a bit of sporting goods stores. Can you tell me about this Sports Expert store and what the thinking was behind it? Because it's pretty ambitious and big.  Renaud Lafrance: This unique store, I think the square footage is around 65,000 and the owner-operator has currently 10 sporting goods stores under this banner, called Sports Experts, pretty much Dick's Sporting Goods in the US and yeah, we've been partnering with them for a number of years and the specific owner really believed in revamping to create more experiences and made a lot of multimillion-dollar investments within his stores, and specifically this large one where we supported them with unique solutions: LED interactivity, obviously our commercial background music embedded with a special playlist made for them, Chatter’s in there also, and it's really become like a flagship store, iconic store and the ROI is clear. Even if it was a substantial investment for the total store, the total footprint of the store. After it's been open now for a year and a half, sales are better than expected based on the considerable investment you made in that store, not just with our solutions, but with everything put together. Sporting Goods is an interesting one. There's a rival Canadian chain that has opened a lot of big flagship stores as well and they've been to a point of amusement for me because they seem to want to throw everything, including the kitchen sink into the stores, in terms of visual razzle-dazzle, like there's gesture, there's interactive, there's everything, and I've walked through there and thought, and a lot of times, “I'm not sure why they did this.”  Are the Sporting Goods retailers getting a little more sophisticated in terms of what they do and why they want to do it and getting past the, just a pure visual excitement thing?  Renaud Lafrance: I think so. I don't know if you want to mention the banner or not?  (Laughter) Go right ahead if you want, or I can... Starts with Sport.  Renaud Lafrance: Oh, yeah. Okay. I'll use the example of the Sports Experts one where you have a refrigeration area as if you were in the Arctic, and you enter and you try some coats on and so it's not just digital experiences and it's unique.  So that's an example of what's making it different and unique, or you enter an area where there's rain so that you can test the rain gear and the permeability of different coats. And I guess if you look back in the eighties and nineties, the mall was at the centerpiece of social activity for a lot of teenagers and adults. Now we're seeing entertainment come into retail. We're seeing experience. As you were talking about the store near the greater metropolitan area of Montreal on the South shore, they are in an open outside mall. And you're seeing all these developments around entertainment in these openings, again, the pandemic and last year have stopped some of the development, but we all foresee this to continue on the experiential side melting retail, hospitality, entertainment, all in one.  Yeah. I've been out that way. I don't think the store was open at that point, but certainly, there are some great restaurants right in that immediate area. You've got some premium retailers there, it's not your average shopping mall. Renaud Lafrance: No, and there are other real estate developments coming up across North America where you'll have concerts, like major hotels set up within the retail shopping area. They become destinations in themselves, maybe a precursor that is the West Edmonton Mall, but we see more and more of this and experiences are becoming very important. Yeah. It can't be just a destination to go shopping because you can go shopping on your phone or on your desktop.  Renaud Lafrance: Exactly and I think, with our global footprint, we are very well positioned to really partner with these brands to bring these experiences. So when you have the first meeting with a chain retailer, it doesn't really matter what they sell, just a chain retailer, and you have that first conversation, what do you ask them?  Renaud Lafrance: I think we have to understand the brand and what is their story, and what they want to create as a client business experience. So I think the first part always is really understanding the brand and what the brand means to their client base. That is the first and foremost thing, and then after that, you get into the solution aspect, but that is the key item to really capture and I think a lot of people are skipping that part. And this is where you can come up with enduring solutions, instead of coming up with a lot of hardware where you've seen this many times where things were not well thought out and there is no content, there is no value, but there is some signage, there is some experience, but little value because the content was not really well thought, was a second thought to the whole hardware networking logistical piece of the digital signage operation. And I think David you've been using examples of sometimes office tower lobbies where you've seen great content. I think the lobby, seating area of Netflix, you're immersed in some of their other shows, in their series. That’s using the complete power of the digital experience and creativity and really do something different.  Yeah, then you get the flip side where there's an office lobby and they put in a giant LED wall and they don't really seem to know why they did it and they just go out and find some 4K footage and run it on there. I can remember one in Miami that I saw and it was showing scenes from the Miami waterfront and the Miami waterfront was across the street from the buildings, I was like ”if I want to see that I'll go outside.” (Laughter)  Renaud Lafrance: Exactly, David. If you understand the brand, you understand the story, you can create a unique business experience for the client and I guess content and the way you draw the whole experience out is crucial. All right, Renaud, thank you so much for spending some time with me. I really appreciate it. Renaud Lafrance: Welcome, David. It's always a pleasure and good luck with your podcast. I think you have a great tool for our digital signage industry.  Thank you. 

Eric Eck is the Head Legal Function Consulting & Legal Managed Services of EY in Zurich. He focuses his work in delivering high-performance services, products and resources aimed at re-engineering how law firms and In-house legal teams operate, exploring value co-creation options for mutual rewards. Legal teams need first to understand their internal processes before hiring a new platform. They also need to select solid partners, assessing the vendors' CAC (Customer Acquisition Cost), NPS (Net Promoter Score) and LTV (LifeTime Value) instead of the “existing clients list”. Those indicators are the reality for tech businesses.

La fórmula Grou está definida por la integración de los 3 KPIs que utilizamos para alinear a marketing, ventas y servicio.En marketing todo se resumen a que tan bien estás posicionado en el mundo digital y eso lo evaluamos con el Authority Score. SEMrush define el AS como la medida para identificar el impacto que tiene una página o dominio. Es una calificación del 0-100 que evalúa la calidad de un sitio. Todas las ponderaciones que se le brindan a los dominios son relativos a los dominios en el mismo rango de authority score. Esto significa que si tu competidor está mejor posicionado, afecta directamente tu calificación (aunque no hayas cambiado nada).Referencia: https://www.semrush.com/kb/747-authority-score-backlink-scoresDe qué sirve una estrategia de marketing digital si no tienes visibilidad en el área comercial. Ya sea venta directa, online a través de un canal de ventas, distribuidores, etc. Si no tienes visibilidad ante lo que estás generando en marketing, no tiene sentido el esfuerzo. Nosotros lo medimos con varias métricas y todo depende del enfoque en el área comercial si es crecer la venta directa o tu generación de oportunidades para vender a través de terceros, es importante medir la efectividad de tu marketing con el "Conversion Rate". Por último de qué sirve generar tantos prospectos, activar una campaña que incremente tus ventas y el conversion rate al mismo tiempo si no existe un nivel de satisfacción adecuado de tus clientes. Todos sabemos que es más difícil estar constantemente generando nuevos clientes que retener y proveer un buen nivel de servicio a tus actuales. Esto se resume en tu NPS (Net Promoter Score).Lo que hacemos en Grou y lo que tu esfuerzo de evolución digital en estas 3 áreas (marketing, ventas y servicio) debe hacer es buscar la fórmula donde se integren las 3. Evitar "silos" provocado por objetivos aislados, tecnología aislada y sobre todo... equipos aislados.Todo se resume a esta definición que aterrizamos en Grou después de mucho tiempo de analizar: (AS+NPS) * CR = > X. X siendo un número que definimos dependiendo de la industria y el tipo de conversion rate que se alinee a la estrategia (generaión de transacciones en E-Commerce, generación de distribuidores para B2B2C o cualquier otro).Si tienes preguntas o comentarios no dudes en contactarme:martha@grou.com.mx

Como Entender as Dores do Meu Cliente ? Em tempos de mercado conturbado, pandemia e concorrência acirrada, as empresas tem se perguntado Como Entender as Dores do Cliente para que consigam Vender Mais e Melhor. Neste artigo, quero deixar algumas dicas para que você consiga fazer com êxito essa árdua missão. 1) Seja Cliente Oculto : uma das melhores formas para entender as dores do cliente, é exatamente se colocar no lugar dele. Ligue para sua empresa, peça para alguém próximo fazer visitas e colher informações. Assim você conseguirá ter um NPS ( Net Promoter Score) mais próximo da sua realidade, pois você descobrirá e entenderá as Dores reais do seu cliente. 2) Esteja presente com seu cliente. Após a venda, não o abandone. Faça pesquisas de satisfação contínua; 3) Nunca queira vender algo ao cliente, sem antes se relacionar com o mesmo. Se há uma coisa que irrita muito os prospects, é ser abordado por alguma empresa que só deseja empurrar seus produtos / serviços. Portanto, ouça, converse, responda às dúvidas dos clientes. Certamente uma das melhores formas para Entender as Dores do Cliente; 4) Desenvolva uma estratégia precisa de Pré-Venda e Pós-Venda.. Oferecer serviços é a maneira mais precisa para valorizar o que você vende e também descobrir exatamente o que encanta e fideliza o cliente. Enfim, pare de querer vender sem antes entender realmente o que o cliente quer. Você só conseguirá oferecer uma CURA ao cliente, se de fato, em seu briefing e proposta, entender as DORES dele. Pense nisso e AJA, bora, #BORABRILHAR !

Diariamente descomplicando o tecniquês do mundo digital, em apenas 5 minutinhos, com conteúdos gravados por profissionais especializados em cada assunto.   Temporada 01 | Episódio: 15   *João Carvalho*   Sócio e CEO na Hands / Fundador e editor do Morse   https://www.linkedin.com/in/joaotcarvalho/   --------------   *Gostou do Podcast?* Não deixe de assinar para receber diariamente os conteúdos na sua playlist. Deixe também sua classificação! Quanto mais estrelinhas, mais chances deste conteúdo encontrar novas pessoas.   *Achou o aprendizado relevante?* Compartilhe com amigos ou grupos que você acredita estarem em busca do mesmo conhecimento.   *Já é faixa preta no assunto?* Venha fazer parte do projeto. Seja um LearningCaster: https://bit.ly/LearningCasters

Diariamente descomplicando o tecniquês do mundo digital, em apenas 5 minutinhos, com conteúdos gravados por profissionais especializados em cada assunto. Temporada 01 | Episódio: 15 *João Carvalho* Sócio e CEO na Hands / Fundador e editor do Morse https://www.linkedin.com/in/joaotcarvalho/ -------------- *Gostou do Podcast?* Não deixe de assinar para receber diariamente os conteúdos na sua playlist. Deixe também sua classificação! Quanto mais estrelinhas, mais chances deste conteúdo encontrar novas pessoas. *Achou o aprendizado relevante?* Compartilhe com amigos ou grupos que você acredita estarem em busca do mesmo conhecimento. *Já é faixa preta no assunto?* Venha fazer parte do projeto. Seja um LearningCaster: https://bit.ly/LearningCasters

Neste Podcast vamos contar a história da Méliuz, maior empresa de cupons de descontos e cashback do Brasil. E para o bate papo convidamos o Lucas Tavares, sócio e head de novos negócios.  A palavra melius significa "melhor" em latim, e foi com esse objetivo que Israel Salmen e Ofli Guimarães fundaram a empresa em 2011: ser o melhor programa de fidelidade do país, recompensando o cliente em dinheiro, e não com pontos.  Já são mais de 10 milhões de usuários e milhares de empresas parceiras: Americanas, Magazine Luiza, Nike, iFood, Sephora, Burger King, Decolar, Renner, Submarino, Amazon, Fast Shop, McDonald's, Uber, Dell, Shop Time e várias outras.    Sabia que dá pra assistir a gravação deste Podcast sobre a Méliuz no Youtube? https://youtu.be/pTVeL9Uh4LU    Guia de Minutagem:  01:28 - Como surgiu o Méliuz?  04:08 - Lucas fala sobre experiência do usuário e entrega de proposta de valor.  06:31 - Lucas fala sobre NPS (Net Promoter Score).  09:23 - Mateus pergunta sobre cultura de atendimento.  11:41 - Lucas cita a relação ganha-ganha-ganha.  13:12 - Lucas fala sobre o modelo de gestão OKR (Objectives and Key Results).  15:15 - Lucas comenta sobre metas internas do Méliuz.  15:59 - Mateus pergunta sobre o programa e política de sócios do Méliuz.  22:12 - Vinícius, Mateus e Lucas falam sobre reter equipe.  26:58 - Contratar ou oferecer sociedade?  32:29 - Lucas fala sobre o IPO do Méliuz.  36:51 - Vinícius brinca sobre o pós IPO, comprometimento e prestação de contas.  40:23 - Vinícius pergunta sobre os motivos que levam as empresas a fazer IPO.  42:48 - Lucas fala sobre breakeven e crescimento.  43:44 - O IPO do Méliuz sempre esteve nos planejamentos da empresa?  45:18 - Lucas fala sobre a cultura do "nada é impossível" e Vinícius cita o contrato da Don Alcides com os Rolling Stones, a primeira linha de cosméticos da banda no mundo.  47:31 - Vinícius pergunta sobre os canais de aquisição do Méliuz e posicionamento de marca.  52:16 - Mateus pergunta sobre o processo de captação e integração de parceiros que oferecem o Méliuz em seus negócios.  54:52 - O que o Méliuz planeja para o futuro?    Conheça a Don Alcides, pioneira no Brasil no segmento de produtos para a saúde e manutenção da barba: https://donalcides.com.br  Méliuz: https://www.meliuz.com.br  Lucas Tavares: https://www.instagram.com/lucas_tavaresvc/    Participações: Vinícius Vasconcelos, Mateus Biccas - sócios fundadores da Don Alcides, e Lucas Tavares - sócio e head de novos negócios do Méliuz.   

Tenha o controle da sua barbearia na palma das mãos!  O BestBarbers é um aplicativo criado para otimizar a gestão da barbearia, porém, mais que isso, é uma plataforma completa para o cliente também!  Conheça a história do Gabriel e do André. Irmãos, programadores, fundadores do App BestBarbers, Nerds e filhos da dona Alessandra, que faz um dos melhores bolos de chocolate de Belo Horizonte!  Agendamentos, controle financeiro e muito mais! Já disponível para Android e iOS.    Guia de minutagem:    01:02 - Fomos recebidos com bolo de chocolate quentinho.  01:46 - Vinícius pergunta o que é o BestBarbers.  03:03 - O aplicativo faz o gerenciamento do tempo de serviço dos barbeiros (as).  05:35 - Vinícius comenta sobre a falta de gestão em muitas barbearias.  07:25 - Gabriel fala sobre o recurso de reter o histórico dos clientes para pós venda e relacionamento.  08:34 - Mateus comenta sobre um software de indicadores de performance.  11:25 - Gabriel cita algumas referências no universo da barbearia.  12:59 - André fala sobre a Pomada para cabelo dos Rolling Stones.  15:04 - André cita que alcançaram mais de 5 mil clientes em poucos meses.  16:25 - Gabriel fala sobre o serviço de agendamento de serviços na barbearia por geolocalização.  17:20 - Vinícius pergunta sobre os custos para utilizar a plataforma.  18:49 - Modelo de negócio: iFood das Barbearias?  19:46 - Vinícius pergunta sobre a prospecção e aquisição de barbearias.  21:33 - Vinícius fala sobre a venda de produtos nas barbearias. O app faz gerenciamento de vendas?  25:13 - Vinícius pergunta sobre as maiores barreiras para o app ganhar mercado.  26:56 - A equipe BestBarbers já passa de 20 programadores. Gabriel e André já fazem negócios nos EUA.  32:24 - Mateus comenta sobre a Singu, startup de beleza do Tallis Gomes que foi comprada recentemente pela Natura.  34:30 - Vinícius pergunta sobre o NPS (Net Promoter Score) do BestBarbers.  36:40 - Os meninos falam sobre o Airbnb e Vinícius conta o dia em que o Mateus alugou uma casa para hospedar a equipe Don Alcides no Barber Week.  38:16 - Vinícius e Gabriel falam sobre as funcionalidades do app BestBarbers.  41:25 - Vinícius fala sobre os desafios dos gestores de barbearias organizarem o estoque de produtos.  46:27 - Gabriel fala sobre atendimento e customização de serviços.  Se Preferir, assista a gravação deste Podcast no YouTube: https://youtu.be/uiykpW7oQ90  Conheça a Don Alcides, pioneira no Brasil no segmento de produtos para a saúde e manutenção da barba: https://donalcides.com.br  BestBarbers: https://www.instagram.com/bestbarbers.app/  Para colocar a Don Alcides em sua barbearia, fale com o Breno: (31) 9 9214-6875  Blog Don Alcides: https://blog.donalcides.com.br 

Ondrej Sedlacek is the CEO and founder of SatisMeter. SatisMeter helps companies measure and improve customer satisfaction through NPS (Net Promoter Score) surveys.If you're in SaaS, then you've heard about the importance of NPS. If this is a topic you've been interested in learning more about, there's no one better to learn about it than Ondrej.We talk about how SatisMeter got started, and how they've  grown to help over 400 companies, why everyone should use NPS, and how it reduces churn.Enjoy the conversation!

The backbone of a strong customer experience is feedback. And it's never been more important than it is now.  According to Tom Hale, president of SurveyMonkey, digital surveys and feedback have seen tremendous growth during the COVID-19 pandemic. With companies forced into new ways of doing business and interacting with their customers, feedback has never been more crucial. Surveys allow companies to check their progress and see what needs to be improved, especially at a time when so many things are new and changing.  New research from SurveyMonkey found that 87% of CX professionals say customer feedback is more important now than it was before COVID. Customer experience and feedback has taken a higher priority because of the pandemic, and Hale doesn't think it will ever change back.  The struggle then becomes how to get the most effective and useful feedback. In order to get great feedback, companies must know how to create a great survey. Here are five tips to creating the perfect customer survey: Start with NPS. Hales says the gold standard for customer feedback is a question about NPS (Net Promoter Score), which is an accurate way of measuring how likely customers are to recommend the company. A high NPS means customers are generally quite satisfied with the experience. Start the survey by asking, “Would you recommend this product/service to a friend?” and allow customers to rate their response on a scale from 0-10.  Leave space for open responses. Great surveys combine numerical answers and free responses. When asking about NPS, follow it up with an open text box to encourage customers to elaborate on why they would or wouldn't recommend the company. Open responses can be used to elaborate on nearly any question and add more depth to the survey responses.  Think through the entire experience. The perfect customer survey isn't just about the questions—it's about the entire experience. Hale shared his own example of when he bought a new treadmill and received the follow-up survey just after it was delivered when he was in the thick of assembling the complicated machine. Too many companies ask for feedback at the wrong time. Hale's response would have been very different if he had received the survey a few days later after he had time to assemble and try the treadmill instead of receiving it when he was distracted and stressed. Make it easy for customers to respond. Think through the entire experience of when a customer will receive the survey, how long it will take them to complete and how they will feel when they're completing the survey. Customers are much less likely to respond to feedback requests that are too complicated or have too much friction, such as when they receive a printed receipt with a long survey link they have to type in themselves. Great, accurate customer feedback comes when it is easy for customers to give responses. As Hale says, much of designing the experience is the communication around the experience, including how you ask the questions. Give surveys throughout the entire customer lifecycle. Successful customer feedback doesn't just come after a customer has made a purchase. SurveyMonkey surveys its own customers at all parts of the lifecycle to have metrics and feedback about the entire experience from start to finish. The surveys look slightly different based on where they are given in the customer journey, but the information pinpoints areas for improvement and helps prioritize what needs to be changed first.  The root of the perfect customer survey is customer-centricity. When a company has a culture of being customer-centric, it comes through in their entire experience, including asking for feedback. When companies truly care for their customers and design experiences around them, it shows in useful feedback that guides the customer experience and improves all aspects of the journey. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here. 

What is the S in NPS? Do not focus on the score, but make sure you put in place a system. That's what creates a culture of listening to customer feedback, trying to understand the issues, act on it by closing-the-loop by your front-line employees. In this episode of the SuperOffice podcast, the roles are turned a bit around. Our host, Hans Chr. Gronsleth is the program manager for SuperOffice' own Net Promoter System. In our studio, he shares some of his experiences with our German Marketing manager Maik Smolen. If you are thinking about putting customer feedback into action to improve customer loyalty, you will find some good hints here. Maik is actually preparing for their "Digital Voche" in November. His passion lies in marketing and how Promoters can be part of any company's growth strategy. Building a culture of empathy as we move along. Enjoy the episode. Thanks for sharing. If you have comments or ideas for topics or guests, just send an email to hc@superoffice.com. Check out these resources on NPS: Net Promoter Score: 5-Step Process to Grow NPS by 22 points! --- Send in a voice message: https://anchor.fm/superofficepodden/message

Why are companies so obsessed about measuring promoters and detractors?We explain what NPS is and who created it.We go behind the scenes of some of our own experiences in working internationally with clients; and share with you some of the questionable tactics some firms use to increase their NPS score.Finally we put forward some new ways to work with this KPI, if you must...

Conheça o NPS (Net Promoter Score), e descubra como aplicá-lo para aumentar a satisfação dos clientes do seu negócio. #marketing #fidelizacao #nps Comente esse episódio em: http://www.digcast.com.br/episodio236 Me siga no Instagram: http://www.instagram.com/felipeunu Entre no meu canal do Telegram: http://t.me/felipeunu

Gdy wiemy już, ile znaczy siła lojalności klienta, to następnym krokiem jest umiejętność pomiaru tej lojalności. Jednym ze sposobów pomiaru lojalności klienta jest wskaźnik NPS - Net Promoter Score. W dzisiejszym odcinku mówimy jak przeprowadzić badanie i jak wyniki NPS interpretować. Link do kursu ABC STRATEGII MARKI: https://bit.ly/kurs-ABC-strategii-marki Miłego odbioru! Karolina Łodyga i Mariusz Łodyga ------------------- Materiały na vlogu: http://premium-consulting.pl/video-blog/ SOCIAL MEDIA ► https://www.facebook.com/MariuszLodyga ► https://www.facebook.com/Bajon.Karolina ► https://www.instagram.com/mariusz_lodyga/ ► https://www.instagram.com/karolina.lodyga/ ► https://twitter.com/MariuszLodyga PREMIUM CONSULTING W SOCIAL MEDIA ► https://www.facebook.com/doradztwomarketingowe ► https://www.instagram.com/premium_consulting/ #biznes #marketing #strategia #marka

After captaining a Washington D.C. Top 15 Mortgage Lending Company, Michael Parsons joined Apex Home Loans where he has served as Chairman since 2010. Michael formerly served on the Board of Governors for the Maryland Mortgage Bankers Association and currently serves on the Board of Governors for the Mortgage Bankers Association of Metropolitan Washington. Michael continuously applies his 20+ years of experience in mortgage banking and real estate to elevate the company's productivity and profile to new heights. In this episode Jason and Michael discuss:Going through a mortgage process shouldn't be hard; it should be exciting. The more information you share, the more you become the resource that people will search out.Coach by example: build a relationship with your coach and those you coach. Use the NPS (Net Promoter Score) for evaluating experience and satisfaction to those you serve. Key Takeaways: Make an effort to understand everyone's why so you can treat your employees better. Employees who are happy at work and happy at home are also happy to help customers.Work from a place of abundance and share ideas. No scarcity mindsets!Own a problem or mistake and express remorse; determine the source of the problem, and resolve it so that it doesn't happen to anyone else. Connect with Michael Parsons:Twitter: @mortgageitnowLinkedIn: Michael ParsonsFacebook: Michael Parsons Apex Home Loans, Inc.Website: ApexHomeLoans.comEmail: mparsons@apexhomeloans.comPhone: 301-440-3864 Connect with Steve and Jason:LinkedIn: Jason or SteveWebsite: Rewire, Inc.: Transformed Thinking Email: grow@rewireinc.com  Show notes by Podcastologist: Kristen BraunAudio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

For BT, improving their customer service was a marathon journey, not a sprint. Over the course of 3 years, a radically new customer-centric culture delivered a 40-point NPS (Net Promoter Score) improvement, moving from the bottom 10% to the top 10% in customer satisfaction. By genuinely putting client feedback and the customers themselves at the heart of their business, the BT leadership team modelled the behaviour they wanted to see in their organisation – and in the process built a remarkable case study in customer experience transformation. We talked with Shay Walsh, MD of BT Ireland and John O’Connor, CEO of Deep-Insight and author of ‘Customer at the Heart: How B2B Leaders Build Successful Customer-Centric Organisations’, on the marathon BT took towards brilliant customer experience. More on BT Deep Insight here: https://www.deep-insight.com/the-bt-ireland-story/.

Kylie Hansen Kylie Hansen is a tireless evangelist for the field of content design and for her team at Microsoft's Cloud + AI Studios. She shows the managers she works with how content design can improve their products. By demonstrating the ROI of content design, she also earns the budget that lets her continue to build her team. The end result of Kylie's work is happier customers – and a growing team that is well-positioned to design the conversational and data-driven content of the not-too-distant future. Kylie and I talked about: the scope of her role as Director of UX Content Design, Microsoft Cloud (Azure) + AI Studios the growth of the content designer role at Microsoft - she was the first one in 2013 and there are now more than 30, each embedded in a product team how content designers are just one of many flavors of designers in their stack of UX talent the shift at Microsoft from asking content folks to "please fix this without changing it" to fully embedding content designers throughout the design process her work with other design leaders to articulate the ROI of content design - they have demonstrated that including a content designer on a product-design team: increases NPS (Net Promoter Score) by 8 points solves 44% of task failures boosts usability by 92% lifts both active users and customer retention how the ensuing "happier customers and more successful products" show that "$1 invested in design is worth $100 to fix something in development" their use of "experience analytics," which links OKRs (Objectives and Key Results) with actual data from customer use of their products, to optimize products over time how her diverse background as a copy editor, copywriter, brand strategist, creative director, and experience-strategy director prepared her for her current role her take on job titles in the content design and content strategy fields how approaching content design strategically makes it much easier to do tactical creative work in a more consistent, aligned, and effective way how they distinguish the different layers of their UX design work at Microsoft: strategy (user journey, customer research, terminology, etc.) structure (information architecture, navigation, messaging, hierarchy, wireframe copy, etc.) surface (producing purposeful, conversational UI text that aligns to voice and style) the challenges of staffing a UX content design team now that everyone is seeing the ROI and other benefits of including content designers on product teams how UX design is not so much a deliverable as it is a mission, to take a product from idea to market leadership how in their recruiting they try to "filter people in rather than filtering them out" - looking for folks who can master the challenges of short-form writing and who embody resilience how positioning and messaging are embedded in their product experiences, always aiming for "five seconds to sign up and five minutes to wow" their success in getting out of silos and collaborating - e.g., her close relationship with her counterpart in the cloud and AI brand content studio the three "circles of impact" that they operate in at Microsoft the evolution of her approach to selling content design and UX design to engineers the emerging opportunity for content designers to lead the way as trends like conversational design, mixed reality, and chatbots shift experience design from screens and toward systems, processes, and data and how they interact with each other Kylie's Bio Kylie Hansen is Director of UX Content Design, Microsoft Cloud + AI Studios. Kylie is motivated by the belief that design can both transform business — solve problems, create opportunities — and make people's everyday lives better. Especially when products are crisp and clear, warm and approachable, and ready to lend a hand. Connect with Kylie on LinkedIn. Video

Kylie Hansen Kylie Hansen is a tireless evangelist for the field of content design and for her team at Microsoft's Cloud + AI Studios. She shows the managers she works with how content design can improve their products. By demonstrating the ROI of content design, she also earns the budget that lets her continue to build her team. The end result of Kylie's work is happier customers – and a growing team that is well-positioned to design the conversational and data-driven content of the not-too-distant future. Kylie and I talked about: the scope of her role as Director of UX Content Design, Microsoft Cloud (Azure) + AI Studios the growth of the content designer role at Microsoft - she was the first one in 2013 and there are now more than 30, each embedded in a product team how content designers are just one of many flavors of designers in their stack of UX talent the shift at Microsoft from asking content folks to "please fix this without changing it" to fully embedding content designers throughout the design process her work with other design leaders to articulate the ROI of content design - they have demonstrated that including a content designer on a product-design team: increases NPS (Net Promoter Score) by 8 points solves 44% of task failures boosts usability by 92% lifts both active users and customer retention how the ensuing "happier customers and more successful products" show that "$1 invested in design is worth $100 to fix something in development" their use of "experience analytics," which links OKRs (Objectives and Key Results) with actual data from customer use of their products, to optimize products over time how her diverse background as a copy editor, copywriter, brand strategist, creative director, and experience-strategy director prepared her for her current role her take on job titles in the content design and content strategy fields how approaching content design strategically makes it much easier to do tactical creative work in a more consistent, aligned, and effective way how they distinguish the different layers of their UX design work at Microsoft: strategy (user journey, customer research, terminology, etc.) structure (information architecture, navigation, messaging, hierarchy, wireframe copy, etc.) surface (producing purposeful, conversational UI text that aligns to voice and style) the challenges of staffing a UX content design team now that everyone is seeing the ROI and other benefits of including content designers on product teams how UX design is not so much a deliverable as it is a mission, to take a product from idea to market leadership how in their recruiting they try to "filter people in rather than filtering them out" - looking for folks who can master the challenges of short-form writing and who embody resilience how positioning and messaging are embedded in their product experiences, always aiming for "five seconds to sign up and five minutes to wow" their success in getting out of silos and collaborating - e.g., her close relationship with her counterpart in the cloud and AI brand content studio the three "circles of impact" that they operate in at Microsoft the evolution of her approach to selling content design and UX design to engineers the emerging opportunity for content designers to lead the way as trends like conversational design, mixed reality, and chatbots shift experience design from screens and toward systems, processes, and data and how they interact with each other Kylie's Bio Kylie Hansen is Director of UX Content Design, Microsoft Cloud + AI Studios. Kylie is motivated by the belief that design can both transform business — solve problems, create opportunities — and make people's everyday lives better. Especially when products are crisp and clear, warm and approachable, and ready to lend a hand. Connect with Kylie on LinkedIn. Video

#DeskTalks é o Podcast da Desk Manager Software. Nesse episódio Bruno Sancar bate um papo com Lucas Hansel, sobre NPS (Net Promoter Score). Lucas Hansel é CEO da Gorila App. Links importantes: O que é NPS - https://blog.deskmanager.com.br/o-que-e-nps/ Site da Gorila App - https://gorilaapp.com.br Blog da Gorila App - https://blog.gorilaapp.com.br/ Podcast Papo de Gorila - https://anchor.fm/papo-de-gorila/ E-book Guia NPS - https://materiais.gorilaapp.com.br/guia-nps/ SIGA: https://blog.deskmanager.com.br, https://keruak.com.br e https://blog.hosts.green, são nossos blogs, onde promovemos semanalmente conteúdos de valor. APOIO: Desk Manager (https://deskmanager.com.br), Hosts.Green (https://hosts.green) e Keruak Software (https://keruak.com.br). REALIZAÇÃO: 3in.capital (https://3in.capital). GOSTOU? CRÍTICAS? SUGESTÕES? Envie sua opinião para marketing@deskmanager.com.br, com o assunto: Desk Talks, vamos adorar receber o seu feedback.

In this episode, Michael introduces Dr. Neil Leibowitz, a psychiatrist, attorney, and the chief medical officer at Talkspace Online Therapy. Talkspace is a technology company whose aim is to expand access to mental healthcare. Dr. Leibowitz has an impressive educational and professional background and spent a good deal of time working with larger healthcare organizations. Through his experience, Dr. Leibowitz ultimately concluded that the smaller companies doing interesting things were the ones that would truly change the game, which is why he was drawn to Talkspace. When it comes to access to care, Dr. Leibowitz made the surprising discovery that even those with insurance struggle to get care when they need it. With high co-pays, deductibles, and luck-of-the-draw when it comes to doctors, inaccessibility does extend even to those with good coverage. What’s more, when it comes to effective therapy, it’s critical to find a therapist who “fits,” as opposed to one randomly selected in the provider network.   Talkspace was created with accessibility and affordability at the forefront and makes it possible for users to be matched with licensed professionals based on their personal needs and preferences. Best of all, if the “bond” isn’t there, users can switch therapists – no hassle. A key feature of Talkspace is messaging therapy: where the user messages their therapist and receives timely responses without needing to travel or schedule an appointment. People get access to their provider on their terms and can even record symptoms – like an anxiety attack – to send to their therapist for feedback. The Talkspace intake is quick and painless, and treatment is measured with the use of tracking tools. Over time, progress is tracked so the therapist and patient can measure improvement. Talkspace then ranks the therapist’s work based on these results so that therapists who rank higher can help more people.   The research shows that messaging therapy works, and the Talkspace platform provides access to therapy for those who otherwise wouldn’t have gone to an office due to the fear of stigma, budget, or even plain hassle. They’ve created a great work environment for therapists and have worked hard to create a fluid, positive consumer experience. They get rich, granular feedback from clients and use that input and NPS (Net Promoter Score) data to constantly improve. Talkspace drives engagement through education and awareness, and they market therapy in a destigmatized way. They often work through employers to reach their employees and provide an easy, effective and affordable solution for all.    With more frequent communication, therapy can be much more effective. Talkspace has created a new modality for therapy that provides the possibility for speedier results in the most comfortable setting – home. Talkspace is reconstructing mental healthcare and making it more possible and accessible than ever before.    Here’s a glance at what we discuss in this episode:  00:45 – Introducing Dr. Neil Leibowitz, his background, and his current work [02:50] – Why he was drawn to Talkspace [04:00] – Prevention, stigma, access and the reasons people don’t get care [07:45] – Identifying who is a “fit” in healthcare and finding a “match” [08:50] – The Talkspace product and model [11:15] – Messaging therapy and why it’s the therapy of the future [13:30] – The process to begin with Talkspace [16:00] – How therapists are selected and ranked based on data-driven results  [18:00] – How patients are assessed now and improvements in the future [21:10] – Why therapists are attracted to Talkspace [23:40] – Dr. Leibowitz’s response to skepticism of the efficacy of tech-spaced therapy [25:00] – The studies they have conducted to prove the effectiveness of Talkspace...

Les entreprises ont toutes mis en place, au fil du temps, des directions ou des départements en charge du service client. Normal me direz-vous, puisque la relation commerciale à court et à long terme, ainsi que la préférence de marque tant recherchée, reposent avant tout sur une qualité de service à la clientèle sans fautes. Une qualité 5 étoiles avec si possible un NPS (Net Promoter Score) qui se doit d’être supérieur à celui de la concurrence. Une idée folle ? Et si le support client pouvait très bien s’en sortir sans département service clients ? Est-ce possible ? A quelles conditions ? Que vont devenir les collaborateurs de ces départements si on démantèle leur activité ? À l’heure des chatbots, intelligence artificielle, des messageries unifiées reliant les différents services de l’entreprise en temps réel, des outils de CRM partagés, le maillon « service client » a-t’il encore de beaux jours devant lui ? Peut-on sérieusement se passer de ces directions ? On en parle ensemble dans cet épisode du podcast #BonjourPPC. Liens vers les articles cités dans cet épisode : - Définition Marketing https://www.definitions-marketing.com/definition/service-client/ - Pour un support client sans service client https://acteursdeleconomie.latribune.fr/debats/expertise/2019-08-27/pour-un-support-client-sans-service-client-826398.html - Profiter de l’automatisation pour revenir aux fondamentaux de la relation client https://www.hbrfrance.fr/chroniques-experts/2018/10/22720-profiter-de-lautomatisation-pour-revenir-aux-fondamentaux-de-la-relation-client - Automatisation du service client : pourquoi l'avenir n'est pas au « tout robot » https://www.eptica.com/fr/blog/automatisation-du-service-client-pourquoi-l-avenir-n-est-pas-au-tout-robot - Les commentaires suite au tweet d’avant émission https://twitter.com/ppc/status/1169129189456457728

So many successful companies found their success through their community like eBay, Airbnb and many more. Plato also relies on their community, Plato helps developing tech managers become better leaders, they do that through connecting members to mentors and providing continuous calls, AMA's and feedback to make sure they are growing as a leader. They conducted lots of user research to see what the community would want, what they found was that developing tech leaders wanted to connect with other tech leaders offline and online in a structured way. The format that works best for them is events that interview experts in the field and also had networking and breakout sessions where they could dive into deeper discussions. They call this the “Elevate Series”, while they are flying out to all the events currently they plan to build a playbook from what they learn and use that to scale the program with their community. They look at several metrics from the product and the community that help drive their decisions. For every call that their members have with mentors, they ask for feedback to both improve their product and see what the community needs are. For their events specifically, they track both NPS (Net Promoter Score) of the events and the number of attendees to gauge the success of their events.

In this first episode of Making Data Simple, host Al Martin welcomes Daniel Hernandez, Vice President of IBM Analytics Offering Management, who helps us navigate "the big data problem" and shares why he doesn't like the term "big data."Show Notes:01:30 Connect with Al Martin on Twitter (@amartin_v) and LinkedIn (linkedin.com/in/al-martin-ku)04:30 Connect with Daniel Hernandez on Twitter (@danhernandezATX) and LinkedIn (linkedin.com/in/danielghernandez)06:15 NPS = Net Promoter Score (http://www.medallia.com/net-promoter-score/)08:40 The four Vs of Big Data (http://www.ibmbigdatahub.com/infographic/four-vs-big-data)17:30 Accidental Empires written by Robert X. Cringely (1996), Dealers of Lightening: Xerox PARC and the Dawn of the Computer Age, written by Michael A Hiltzik (2000)

In this first episode of Making Data Simple, host Al Martin welcomes Daniel Hernandez, Vice President of IBM Analytics Offering Management, who helps us navigate "the big data problem" and shares why he doesn't like the term "big data."Show Notes:01:30 Connect with Al Martin on Twitter (@amartin_v) and LinkedIn (linkedin.com/in/al-martin-ku)04:30 Connect with Daniel Hernandez on Twitter (@danhernandezATX) and LinkedIn (linkedin.com/in/danielghernandez)06:15 NPS = Net Promoter Score (http://www.medallia.com/net-promoter-score/)08:40 The four Vs of Big Data (http://www.ibmbigdatahub.com/infographic/four-vs-big-data)17:30 Accidental Empires written by Robert X. Cringely (1996), Dealers of Lightening: Xerox PARC and the Dawn of the Computer Age, written by Michael A Hiltzik (2000)

So many successful companies found their success through their community like eBay, Airbnb and many more. Plato also relies on their community, Plato helps developing tech managers become better leaders, they do that through connecting members to mentors and providing continuous calls, AMA's and feedback to make sure they are growing as a leader. They conducted lots of user research to see what the community would want, what they found was that developing tech leaders wanted to connect with other tech leaders offline and online in a structured way. The format that works best for them is events that interview experts in the field and also had networking and breakout sessions where they could dive into deeper discussions. They call this the “Elevate Series”, while they are flying out to all the events currently they plan to build a playbook from what they learn and use that to scale the program with their community. They look at several metrics from the product and the community that help drive their decisions. For every call that their members have with mentors, they ask for feedback to both improve their product and see what the community needs are. For their events specifically, they track both NPS (Net Promoter Score) of the events and the number of attendees to gauge the success of their events.

Stay Ahead of Your Competition with New Advances in CX Marketing  This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.   5 CX Concepts to Keep You Ahead of the Competition  Focus on the ROI of CX improvement.   Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.  

Stay Ahead of Your Competition with New Advances in CX Marketing  This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.   5 CX Concepts to Keep You Ahead of the Competition  Focus on the ROI of CX improvement.   Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.  

NPS (Net Promoter Score) is één van de meest gebruikte KPI’s in de wereld van Customer Experience. Het kan bedrijven helpen hun klantbeleving te verbeteren, maar tegelijkertijd kan het ook heel veel kwaad doen. In deze aflevering spreek ik over alle voor- en nadelen van NPS met Dave Wurms van Focus Feedback. We besproken hoe […] Het bericht OKG 59 – NPS: wat waar is en wat niet met Dave Wurms verscheen eerst op Sydney Brouwer - Spreker Klantgerichtheid.

NPS (Net Promoter Score) is één van de meest gebruikte KPI's in de wereld van Customer Experience. Het kan bedrijven helpen hun klantbeleving te verbeteren, maar tegelijkertijd kan het ook heel veel kwaad doen. In deze aflevering spreek ik over alle voor- en nadelen van NPS met Dave Wurms van Focus Feedback. We besproken hoe je de meeste waarde uit het systeem haalt en wat je zeker niet moet doen.

CtoCサービスにとって重要な6種類のKPIについて話しました。後半は取引、エンゲージメント、費用対効果に関するKPIについて話しています。「今回のキーワード」取引数/GMV（Gross Merchandise Value）/取引一件あたりの平均取引額/NPS（Net Promoter Score）/CPA（Cost Per Acquisition）/CAC (Customer Acquisition Cost)/LTV（Life Time Value）/LTR（Life Time Revenue/Regs）【取引】・取引数・取引額/流通額/GMV（Gross Merchandise Value）・取引一件あたりの平均取引額【エンゲージメント】・NPS（Net Promoter Score）【費用対効果】・CPA（Cost Per Acquisition）・CAC (Customer Acquisition Cost)・LTV（Life Time Value）・LTR（Life Time Revenue/Regs）サービスの成長を支える新しい概念「LTR」とその活用事例このポッドキャストへのお問い合わせ、ご感想、ご質問、ご要望は公式サイト(www.prototype.fm)内の、お問い合わせからメッセージしてください。Twitterの場合は #prototypefm をつけてツイートしてください。iTunesStoreでのレビューもお願いします。

Esse podcast é para profissionais que se preocupam com a satisfação dos seus clientes, e mais, com a lealdade deles! Hoje nós vamos falar sobre NPS (Net Promoter Score)! Mande suas dúvidas ou comentários para o Qualicast por Whatsapp ou Telegram pelo número: (43) 9 9822 0077 Links citados no Podcast Grupo Forlogic Medir a satisfação do cliente – Método NPS (Net... O post #020 – NPS (Net Promoter Score): como medir a lealdade do cliente apareceu primeiro em Qualicast.

Esse podcast é para profissionais que se preocupam com a satisfação dos seus clientes, e mais, com a lealdade deles! Hoje nós vamos falar sobre NPS (Net Promoter Score)! Mande suas dúvidas ou comentários para o Qualicast por Whatsapp ou Telegram pelo número: (43) 9 9822 0077 Links citados no Podcast Grupo Forlogic Medir a satisfação do cliente – Método NPS (Net... O post #020 – NPS (Net Promoter Score): como medir a lealdade do cliente apareceu primeiro em Qualicast.

CEO of Pendo, Todd Olson talks about how advanced NPS (Net Promoter Score) analytics is shaping the future of product management and how to retain customer loyalty and engagement in a time where customers are demanding insanely great products at the right price. Pendo combines product analytics and qualitative feedback to help product teams deliver software that users love. Several leading SaaS companies like Zendesk, Namely, LexisNexis, and Sprinklr are using Pendo to capture user behavior, simplify the product experience, and understand their users like never before - ultimately leading to increased engagement and adoption. JMP Securities recently listed Pendo a "Hot 100" private U.S. software company based on factors like financial growth, product, leadership, customers, and market potential. About Todd Olson Todd Olson is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. A three-time entrepreneur, Todd has experienced the highs and lows of running fast-growth technology companies. A proficient coder by age 14, he spent his teen years working as a database designer and software architect for MBNA Bank in Delaware. By graduation from Carnegie Mellon University, he’d invented a data integration product, co-founded Cerebellum Software, and raised seed capital. Cerebellum went on to raise $17 million in institutional capital and hire 65 people, only to shut down when funding dried up during the dotcom era. A role as vice president of product development at TogetherSoft brought Todd to Raleigh, where he eventually started 6th Sense Analytics, which he sold to Rally Software. After Rally’s IPO, he teamed up with fellow product leaders and technologists from Red Hat, Cisco and Google to launch Pendo in October 2013. The company has since raised $56 million in venture capital, landed more than 500 customers and now employs 170 people across offices in Raleigh, San Francisco, New York and Yakum, Israel. It was named a Top 50 U.S. Startup by LinkedIn in 2017.

How will chat and chatbots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. TOP TAKEAWAYS: -Redbord shares the five rules of a customer-centric 1) Knowledge of your customer 2) Applying the knowledge 3) Listening and prioritizing 4) Execution 5) Communicating -How to use NPS (Net Promoter Score) to target your best customers, a.k.a. promoters, who are most likely to take the extra time to advocate for you. Then, create a win-win situation for your customers so you can go on the journey of mutual growth together. -Hyken and Redbord both see a trend in customer service becoming more self-service as customers become less patient and want faster access to the answers to their questions. -Redbord urges that making customers more successful is the key to business growth. -The Flywheel model, which takes the traditional business growth model and uses customers to create virality, brand amplification, and scalability. Your customers can be your best marketers and growth engines. -There are three customer-service trends that will likely happen in the future (and already are). 1) Face-to-face communication - As trust diminishes and people feel more disconnected, showing your face is going to be a big deal. 2) Chatbots - People are less patient today, they want answers now, and they expect a 24-hour presence. 3) Self-service - Is an absolute necessity, especially for small and medium-sized businesses. Learn more about your ad choices. Visit megaphone.fm/adchoices

Kunden som ambassadørDet kunne lyde som en ligegyldig frase, ligesom "kunden i centrum" - men Eric Ziengs er ikke manden der taler i fraser. Han er marketing-guru, kontant og tydelig i sit budskab... ...og så er han gæst i denne podcast nummer 44. Vi taler altså om kundeambassadører. Om de kunder der er så glade for dig, at de vil gøre nærmest alt for at hjælpe dig til at få endnu mere succes. Om de kunder der er så glade, tilfredse og loyale, at de burde lønnes som sælgere, fordi de tilfører penge i kassen. Det kan du høre I podcasten taler vi blandt andet om: Hvad er en ambassadør? Hvordan du kan identificere ambassadører? Hvad er det, der har gjort dem til ambassadører? Er ambassadører udelukkende kunder, som har købt? Hvor går grænsen mellem at bruge og udnytte en ambassadør? Mere fra podcastenEn ambassadør er en ekstraordinært tilfreds og loyal kunde - og i denne podcast får du inspiration til at gøre dine kunder til ambassadører. Influencer marketing er ikke det samme som ambassadører - det er direkte eller indirekte betalt omtale og gør slet ikke det samme for kunderne som den ægte ambassadør. Ambassadøren er med til at gøre din salgstragt mere effektiv. De påvirker andre kunder til at starte salgsprocessen længere nede i tragten   Vi taler også om, hvordan NPS - Net Promoter Score - er interessant når du skal skabe og identificere ambassadører. Hvad siger de om mig? Ud over Google Alerts er der et par services der kan hjælpe dig til at se, hvem der skriver hvad om dig: Talkwalker Alerts Overskrift.dk Rigtig go' fornøjelse!  

How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company. Matt explains why he feels NPS is the right method for his company, and how it helped Jive elevate their service above the rest of their industry. Top Takeaways: • Measure your customer satisfaction. Matt knows the important of measurement, especially in the area of service and satisfaction. He also emphasizes how important it is to make a satisfaction score an important part of the company’s culture and mentality. • Don’t automate customer care. There are certain things that you can automate but you shouldn’t dehumanize the experience. You should use automated intelligence properly and allow for a smooth natural transition to a human when the automated support can no longer handle the issue properly. • Communicate the way your customers want to communicate. You don’t need to be everywhere, but you need to know where and how your customers want to communicate with you, whether it’s via social media, email, chat, etc. Customers should be able to communicate with you however is most convenient and comfortable. • Get out of the “Ivory Tower.” You need to stay connected to your customers, so get out there meet with them. Get their opinions and feedback. You won’t be able to do that if you never leave your office. About: Matt Peterson is Co-founder and CMO of Jive Communications, one of the highest-rated communications companies. Matt is responsible for designing the marketing strategies and processes that drive Jive’s growth, it’s obvious he cares about his customers. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

  When Jason Tafler switched from the world of corporate start-ups to designing his own product, he purchased technology and an e-mail list from a company who had a product similar to what he wanted to create. But rather than just move forward to design his product the way he wanted it, he did a survey of the customer base to find out what was important to them, and let their feedback influence his product design. On this episode, Jason shares the fascinating story of his journey toward creating an interactive meditation product and the role that his customer base played in both the design and the launch of Unyte.   Using NPS (Net Promoter Score) to help you fine tune your product When Jason Tafler was developing the Unyte interactive meditation product, he found that using NPS (Net Promoter Score) helped him figure out where to improve and where to focus. On this episode, he explains what NPS is and how he used a single question survey of his customer base to get the feedback that he needed, including real time transactional NPS. List to today’s interview to learn about this tool that can provide the feedback you need for successful product development. What is the best source of traffic and sales for your crowdfunding campaign? There are many online sources for traffic and sales for your crowdfunding campaign. Jason Tafler was surprised by some of the sources that did better, or not as well, as he expected. On this episode, he shares the percentages of his backers that came from various sources. Listen to find out how the percentage that came from his existing customer base was the biggest surprise of all.   Kickstarter vs. Indiegogo - Which should you choose? For those who are new to crowdfunding, it can be difficult to choose which platform to use. In today’s interview, Jason Tafler explains why he chose the platform he did, what he likes about it, and what makes him wonder whether he made the right decision. Listen in for an honest discussion about the pros and cons of Kickstarter and Indiegogo.   Jason Tafler’s advice for entrepreneurs new to crowdfunding Jason Tafler has had a successful Kickstarter campaign for his Unyte interactive meditation product. On this episode, Jason shares a couple of warnings for others who are looking to do the same. A Kickstarter campaign doesn’t necessarily result in a successful, sustainable business. Listen in to find out how much work it took for Jason to launch his product, and what he needed to do outside of the Kickstarter platform to achieve success.   Outline of This Episode [0:16] Introduction to our sponsor, BackerKit, and today’s guest, Jason Tafler. [3:06] Jason’s story - how he decided to focus on an interactive meditation device? [10:38] How the ability to calm your mind can help you in other areas. [12:58] How Jason acquired technology from another company and developed it into a new product. [17:09] Using your customer base to get the feedback that you need. [20:26] What is the Net Promoter Score, and how did Jason Tafler use a survey to figure it out?   [24:10] Thank you to our sponsor, Backer Kit. [25:13] Kickstarter vs. Indiegogo. [28:16] What is the best source of traffic and sales for your crowdfunding campaign? [35:49] Jason Tafler’s advice for entrepreneurs new to crowdfunding. [41:02] Jason’s plans and Khierstyn’s advice for the last three days of the campaign. [46:35] Using Indiegogo In Demand for passive income. [48:54] What crowdfunding can do for your brand launch. Resources Mentioned Unyte Google AdWords Book: The Ultimate Question, by Fred Reichheld Funded Today Khierstyn’s Physical Product Checklist Leave a review on iTunes   Sponsor BackerKit - use the code “uncut” to get 50% off set-up services

Vad borde hända när affären är "stängd"?   Hur kommer det sig att så många säljare är lika aktiva under en införsäljningsprocess som de är inaktiva efter att vi som kund har skrivit på avtalet? Är vi som säljare medvetna om hur mycket det faktiskt kan påverka oss och vårt företags varumärke att vi tapper intresse så fort vi har fått en påskrift på avtalet? Är det så att kundvården faktiskt är en del av försäljningsprocessen och i så fall, var kommer den in?    I veckans podd pratar Michael & Oliver om vad som ofta händer eller borde hända efter att de har gjort en affär med en kund. De kommer att ta upp den del av försäljningsprocessen som oftast glöms bort, den del då det faktiskt skall levereras som har sagts och uppfylla de förväntningar som kunden har.   Micke kommer att utgå ifrån två verkliga exempel som han varit inblandad i när han nyligen bytt både bank och bil och vi tror att många av er lyssnare kommer att känna igen er i dessa exempel och ser fram emot massor med feedback och diskussion!   Ett annat ämne inom samma område som berörs är kundlojalitet och de tar upp exemplet på NPS (Net Promoter Score) som ett sätt att mäta lojaliteten på.   Glöm inte att gå in på Facebook och gilla sidan Alphov & Lopez för att hänga med diskussionerna.    Trevligt lyssnande! 

Jeneanne Rae is an internationally recognized thought leader and expert in innovation management, design strategy, and customer experience. She has served as a consultant and teacher to dozens of leading organizations during her twenty-year career, including Procter & Gamble, Under Armour, Microsoft, Kaiser Permanente, Johnson & Johnson, AARP, HP, and AIG. In addition to penning articles for top industry publications such as the Design Management Review, Innovation Management and Fast Company, Rae has written extensively for Bloomberg BusinessWeek and was named one of its “Magnificent Seven Gurus of Innovation” in its cover story on the creative corporation. She was later hailed one of BusinessWeek's “Leaders of the Year,” for her groundbreaking work in the study of service innovation. Prior to forming Motiv, Rae spent seven years on the executive team design powerhouse IDEO and was President of management consulting firm, Peer Insight, for six years. She has serviced as an adjunct professor at Georgetown University's McDonough School of Business for 10 years and has taught executive education through a number of top-ranked programs. Jeneanne holds a B.S. in marketing and finance from the McIntire School of Commerce at the University of Virginia and an MBA from Harvard Business School. 00:20 Jeneanne graduated from Harvard Business school in 1989 and founded Motiv Strategies three years ago. 00:50 Jeneanne loves helping people, creating and inspiring new solutions, and helping large companies do right by their customers. 1:15 “Accelerate the Possible”–Motiv Strategies' tagline is about accelerating innovation to visualize possible futures. 2:40 Jeneanne worked for IDEO, studied service innovation and became an expert in that.  Jeneanne believes that “choosing to be an expert” in a certain area will give you a leg up versus knowing a little about a lot. 4:20 The risks of being an entrepreneur. Jeneanne does not think of herself as a consultant first and an entrepreneur second. 5:40 What is ‘Service Innovation'? 6:12 “Services are inherently intangible”: they are harder to capture the essence of, but with building understanding and techniques, more firms are beginning to specialize in this type of thing. 7:10 In today's world, you see much more growth in product services and building solutions than in the product-specific market. 7:30 An example of service innovation or service design in the context of healthcare world. 8:45 The beginning of innovation starts with observing people. 9:50 Technology works in basic ways, but the difficulty is designing something that is so compelling that people want to use the product and find it very useful. 10:45 Service innovation is all about the customer service. Three things: Drive loyal customers, Reduce the turn of customers, and increase referrals. 11:40 By studying customers, you can find ways to serve them better, faster, and cheaper. 12:10 Part of the success of having a business is not the product alone, but the customer experience as well. 13:20 What are the signs that service innovation is needed in a business? 13:50 “NPS”: Net Promoter Score—businesses use this one tool, but it doesn't tell businesses where their customer service experience might be broken. 14:15 Many companies do not understand how to find something that's wrong and fix it. The idea of service innovation is not wide-spread yet, even within large service organizations like healthcare providers. This is a problem for companies attempting to grow their own business and fix issues that they may have. 15:10 Organizations that spend some time training employees in service innovation will have a competitive advantage in their respective markets. 16:40 What is “Touch Point Mapping”? It is the backbone of customer experience service design. 17:20 “Moments of Truth” of customer experience really reveal a company's success or failure in customer service. 18:30 The Patient Clinical Journey vs. the “Other Patient Journey” 20:20 “One user experience does not fit all.” It's important to put together a map of who the customers you want to study are. When you are designing an experience for your customers, you want to design an experience for the ends of the bell-curve, not the middle of the bell-curve, as most companies would expect and do. 21:20 Service innovation is not only the functional customer experience, but also the emotional customer experience. 22:10 Sometimes improving customer experience means changing the culture of an organization. 23:00 Jeneanne recently did a study on customer design that showed that over a period of 10 years, companies that invested in building design capabilities had a 228% return over the same period of time. 24: 05 Companies that invest in “Right-brain skills” have shown that they can out-perform year after year. 25:03 “Strategy is more imagination than it is analytics.” 26:07 Jeneanne writes blogs for HBR.org to help their audience understand design management more. 27:12 Often, when companies call in Motiv Strategies, they don't have the insights they need to get an edge. What really needs to be understood is how people operate. 28:00 “You can't design for a mass-market, you have to design for people.” 28:50 Outside-In service organization vs. Inside-Out service organization. 30:00 The difficulty with home health equipment. How do we make home health equipment accessible and reduce opportunity costs? 31: 40 Jeneanne is giving a talk on the value of design to business at the opening of the Design Museum of Boston, as well as a talk in Austin, and continuing her blogging for HBR. A book on design management and service innovation may be in the foreseeable future as well. 33:00 Check out http://motivstrategies.com/ or e-mail Jeneanne@MotivStrategies.com to set up a speaking engagement with Jeneanne. Follow Motiv Strategies on Twitter: @motivstrategies Follow Jeneanne Rae on Twitter: @JeneanneMRae