Learn how you can be a Customer Service Action Hero! Use CustomerGauge to help maximise your response to Customer Issues. This was from a Webinar 17 May 2013

1. A GOOD
DAY TO
ACT HARD:
Take Action on
Customer Feedback in
3 Simple Steps
Vivek Jaiswal
Business Development Manager
CustomerGauge/Directness
21 May 2013
vivek.jaiswal@directness.net
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

2. Introduction: Become a customer service hero
• Who this is relevant to:
– Customer service and operations professionals
– B2B and B2C customer experience managers
• What we will cover:
– Importance of customer feedback
– Getting prepared to act on customer feedback
– Acting on customer feedback
– Closing the feedback loop
– Rewarding and rescuing valuable customers
– Useful tips from real clients
• Who we are and our credibility:
– Vivek Jaiswal
• Business Development Manager for
CustomerGauge. Net Promoter expert with
experience in implementing NPS programs for B2B
and B2C organisations across the globe, including
Verafin, ALM, FCMB and more.
Thomas S Watson, IBM 1921
*Net Promoter, NPS, and Net Promoter Score are trademarks of
Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

3. A word about CustomerGauge…
• CustomerGauge is the leading real-time
Net Promoter® measurement platform.
– Complete workflow and service recovery
system
– B2b, b2c and b2e solutions
– Automated reporting and digital signage
– Automated, with integrations to CRM
systems including SalesForce.com
– 32 languages (reporting system in EN,
DE, ES, FR, NL, CN)
• Launched 2007
• HQ Amsterdam, global coverage with
partners
A D V E R T I S E M E N T

4. Customer feedback from different lenses
What operations thinks What finance thinks What marketing thinks
What product mgt. thinks What it actually is

5. Why not act?
• No one likes to hear bad
news
• Common reactions
– “Its not my fault” / defensive
– “It takes time to fix issues” /
extra work
– “It’s the way we always do
it” / business as usual stance
– “We always get complaints” /
demotivation
– “I’d like to help, but I
can’t..” / frustration with
internal issues

6. The golden rule!
One should treat others as one
would like others to treat oneself

7. Being prepared for Anything
• Keep your guns loaded
– Train your frontline employees
– Make it easy for customers to get
to you
– Hire the right people

8. Being prepared for Anything/2
• Have a combat plan
– Everybody should know what they
have to do
– Get customer feedback to the right
people
– Measure and monitor progress on
customer issues

9. Its all about…
Keeping your guns loaded…Having a combat plan

10. Taking hard action on feedback
• Follow through with customer
feedback
– Read every comment: one in a
hundred will give you a brilliant
idea!
– Acknowledge the feedback and
thank them
– Keep them involved
– Share results

11. Taking hard action on feedback/2
• Spread the feedback
– Improvement happens when
everyone is involved
– Ensure departments deal with
relevant issues
– Team effort to clear issues

12. Taking hard action on feedback/3
• Reward and rescue your
valued customers
– Segment and identify your
VIP group
– Automate closing the
feedback loop
– Setup express route to
recovery for VIP
customers
Value
(spend, profit)
LOYALTY
(Net promoter
score)
RESCUE
Customer Segmentation
REWARD
Detractors Promoters
LOWER PRIORITY
CustomerGauge can segment and
identify your VIP group

13. Be sure to…
Listen…Act…Close…Improve
Oh, boy... am I
glad you talked
me out of
switching

14. Aligning your organisation
• Motivate
– People who take action on
customer feedback are
heroes!
• Measure
– Use tools around metrics like
NPS to measure customer
satisfaction
• Monitor
– Keep track of customer
feedback
– Create projects to resolve
collection of feedbacks
• Monetize
– Reward promoters and give
them tools to promote you
Download our cartoon guide:
http://customergauge.com/tag/nps-
comic/

15. Summary
• Its your customers talking – listen
• Do not be caught unprepared
– Expect 50% or more of the responses to
give comments
– Read every comment
– One in a hundred will give you a brilliant
idea
• Close the feedback loop
– Thank your customers for feedback
– Reward and rescue
• Make acting on customer feedback a
company culture
– Motivate the heroes
– Measure customer satisfaction, use NPS
– Monitor actions
– Monetize loyal cusotmers

16. Learn more about CustomerGauge and how to act on
customer feedback.
Email: info@customergauge.com
Ph: +31 208 20 21 60
Follow us: @CustomerGauge