We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:
* automated customer surveys to understand voice-of-customer and Net Promoter® Score in real-time
* automated customer segmentation by lifetime value
* automated customer segmentation by loyalty (using Net Promoter Score)
* process to help customers needing immediate response
* clustering customer issues together for longer-term strategic fix
* close-loop monitoring of results (Net Promoter Score and other metrics)
* Responding to customers with updates on your actions
You could roll-your-own solution, but we believe CustomerGauge has all the parts you need to start this now – and we have proof points from our major e-commerce clients including Canon, Philips and Vodafone.
Cash is king! Understanding the figures behind your business and what you need to do to control and manage these is key if you want to make sure that you don't run out.
De tassen van Alessandro Di Lella gaan niet onbeperkt mee, maar leuk en bijzonder zijn ze wel.
Di Lella’s Italian Coffee Handbags zijn gemaakt van hergebruikte koffieboonzakken.
Twee jaar geleden kwam de Italiaans-Haagse ondernemer op dit idee tijdens een vakantie aan de Adriatische kunst. „De kleuren en designs van die koffiezakken zijn zo mooi en uitgesproken, dat het zonde is ze weg te gooien”, zegt Di Lella.
Via horecarelaties, delicatessenwinkels en koffie-importeurs zamelt hij gebruikte verpakkingen in. „Van fabrikanten krijg ik soms restmateriaal: het laatste stukje op de rol, dat niet verwerkt kan worden.”
Di Lella begon met de klassieke handtas, nog altijd dé verkoophit.
Inmiddels heeft hij tienmodellen en regelmatig komen er nieuwe creaties en merken bij.
De tassen, te koop van 17,50 euro tot 47,50 euro, worden gemaakt door medewerkers van de sociale werkplaats.
Een nieuwe trend, lijkt het, als het om recyclen gaat.
Cash is king! Understanding the figures behind your business and what you need to do to control and manage these is key if you want to make sure that you don't run out.
De tassen van Alessandro Di Lella gaan niet onbeperkt mee, maar leuk en bijzonder zijn ze wel.
Di Lella’s Italian Coffee Handbags zijn gemaakt van hergebruikte koffieboonzakken.
Twee jaar geleden kwam de Italiaans-Haagse ondernemer op dit idee tijdens een vakantie aan de Adriatische kunst. „De kleuren en designs van die koffiezakken zijn zo mooi en uitgesproken, dat het zonde is ze weg te gooien”, zegt Di Lella.
Via horecarelaties, delicatessenwinkels en koffie-importeurs zamelt hij gebruikte verpakkingen in. „Van fabrikanten krijg ik soms restmateriaal: het laatste stukje op de rol, dat niet verwerkt kan worden.”
Di Lella begon met de klassieke handtas, nog altijd dé verkoophit.
Inmiddels heeft hij tienmodellen en regelmatig komen er nieuwe creaties en merken bij.
De tassen, te koop van 17,50 euro tot 47,50 euro, worden gemaakt door medewerkers van de sociale werkplaats.
Een nieuwe trend, lijkt het, als het om recyclen gaat.
Philips: Automatic Loyalty Measurement and Retention MarketingCustomerGauge
Serge Acker, Director of Philips Online Global Flagship store explains how they measure customer loyalty by automatically asking customers to rate every transaction. Using Voice Of Customer and the Net Promoter Score, they fix problems and prioritise strategic changes. He also outlines how they are moving into automating retention and word-of-mouth marketing using NPS. This presentation explains how business can build their own Loyalty "Robot" and was given at eCommerce Expo in London, Oct 20 together with Adam Dorrell of CustomerGauge, provider of the measurement system to Philips.
Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Bake retention into your eCommerce Pie - ecommerce webinarCustomerGauge
Find out how to you can maximise your retention customer business using Net Promoter(R) and CustomerGauge on your ecommerce site. Expert analysis from John Ireland, Digital River.
"A strong market orientation does not occurs by mere proclamation. To attain a strong orientation, a business needs to adopt a market-based management philosophy. This means implementing a process for tracking market performance and restructuring an organization around market rather than products or factories and creating employee culture that is responsive to customers and changing market condition." -Robert J. Best
Managing the customers you can't afford to losePLB68
Presented by Peter Browne, Head of Strategy,
Gordian Business, Sydney, Australia
Competition is becoming more intense, products and services increasingly commoditised and buyers more knowledgeable. At the same time your largest customers want better quality and services at lower prices. As industries consolidate, your largest customers represent a growing proportion of your revenue and profit. So you cannot risk losing your largest accounts. To reduce this critical risk you need a disciplined approach to identify and manage the customers you can't afford to lose.
Participants of this webinar will receive a complimentary SEGMENTING ACCOUNTS TOOL which will show you how to manage your most important accounts in four different ways.
Peter Browne will show you how to engage with your key customers to enable your company to build barriers to entry against competitors, and retain and grow your most valuable customers.
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Arti Ots, Chief Marketing Officer, Elion, TeliaSonera Group presented at the Premier Business Leadership Series 2010, http://www.sas.com/theserieshk.
TeliaSonera is one of the leading telecommunications companies throughout Northern Europe and a leader in telecommunication innovation. How does it maintain an edge over the competition in a highly saturated and competitive market? This session will explore:
- Standing out with better customer loyalty.
- Executing profitable and lower-cost marketing campaigns.
- Automating direct marketing.
Trade Promotion For Firms PowerPoint Presentation SlidesSlideTeam
Keep your audience glued to their seats with professionally designed PPT slides. This deck comprises of total of thirty one slides. It has PPT templates with creative visuals and well researched content. Not just this, our PowerPoint professionals have crafted this deck with appropriate diagrams, layouts, icons, graphs, charts and more. This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the colour, text and font size. You can also modify the content as per your need. Get access to this well crafted complete deck presentation and leave your audience stunned.
Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of thirty one slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Trade Promotion PowerPoint Presentation Slides complete deck.
Developed for a class of 7 - 10 year olds.
Produce a “Flashing Eye Robot”
Learning basic electronic circuit
Agenda
Build and understand basic LED circuit with switch
Make a flashing light circuit with 2 LEDs and 2 transistors
Technical name: “astable multivibrator”
Understand how it works
Maak een "Flitsende Robot"
We maken gebruik van elementaire elektronische schakeling – jullie leren hoe het werkt
We bouwen vandaag een LED-circuit met schakelaar
En een knipperlicht circuit met 2 LED's en 2 transistors
Technische benaming: ”astable multivibrator”
This is an education program for kids 7 - 10.
Philips: Automatic Loyalty Measurement and Retention MarketingCustomerGauge
Serge Acker, Director of Philips Online Global Flagship store explains how they measure customer loyalty by automatically asking customers to rate every transaction. Using Voice Of Customer and the Net Promoter Score, they fix problems and prioritise strategic changes. He also outlines how they are moving into automating retention and word-of-mouth marketing using NPS. This presentation explains how business can build their own Loyalty "Robot" and was given at eCommerce Expo in London, Oct 20 together with Adam Dorrell of CustomerGauge, provider of the measurement system to Philips.
Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Bake retention into your eCommerce Pie - ecommerce webinarCustomerGauge
Find out how to you can maximise your retention customer business using Net Promoter(R) and CustomerGauge on your ecommerce site. Expert analysis from John Ireland, Digital River.
"A strong market orientation does not occurs by mere proclamation. To attain a strong orientation, a business needs to adopt a market-based management philosophy. This means implementing a process for tracking market performance and restructuring an organization around market rather than products or factories and creating employee culture that is responsive to customers and changing market condition." -Robert J. Best
Managing the customers you can't afford to losePLB68
Presented by Peter Browne, Head of Strategy,
Gordian Business, Sydney, Australia
Competition is becoming more intense, products and services increasingly commoditised and buyers more knowledgeable. At the same time your largest customers want better quality and services at lower prices. As industries consolidate, your largest customers represent a growing proportion of your revenue and profit. So you cannot risk losing your largest accounts. To reduce this critical risk you need a disciplined approach to identify and manage the customers you can't afford to lose.
Participants of this webinar will receive a complimentary SEGMENTING ACCOUNTS TOOL which will show you how to manage your most important accounts in four different ways.
Peter Browne will show you how to engage with your key customers to enable your company to build barriers to entry against competitors, and retain and grow your most valuable customers.
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Arti Ots, Chief Marketing Officer, Elion, TeliaSonera Group presented at the Premier Business Leadership Series 2010, http://www.sas.com/theserieshk.
TeliaSonera is one of the leading telecommunications companies throughout Northern Europe and a leader in telecommunication innovation. How does it maintain an edge over the competition in a highly saturated and competitive market? This session will explore:
- Standing out with better customer loyalty.
- Executing profitable and lower-cost marketing campaigns.
- Automating direct marketing.
Trade Promotion For Firms PowerPoint Presentation SlidesSlideTeam
Keep your audience glued to their seats with professionally designed PPT slides. This deck comprises of total of thirty one slides. It has PPT templates with creative visuals and well researched content. Not just this, our PowerPoint professionals have crafted this deck with appropriate diagrams, layouts, icons, graphs, charts and more. This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the colour, text and font size. You can also modify the content as per your need. Get access to this well crafted complete deck presentation and leave your audience stunned.
Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of thirty one slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Trade Promotion PowerPoint Presentation Slides complete deck.
Developed for a class of 7 - 10 year olds.
Produce a “Flashing Eye Robot”
Learning basic electronic circuit
Agenda
Build and understand basic LED circuit with switch
Make a flashing light circuit with 2 LEDs and 2 transistors
Technical name: “astable multivibrator”
Understand how it works
Maak een "Flitsende Robot"
We maken gebruik van elementaire elektronische schakeling – jullie leren hoe het werkt
We bouwen vandaag een LED-circuit met schakelaar
En een knipperlicht circuit met 2 LED's en 2 transistors
Technische benaming: ”astable multivibrator”
This is an education program for kids 7 - 10.
Open Data Interchange for Net Promoter System CustomerGauge
An open data standard for the Net Promoter System.
Aims:
- To create a fair, competitive market that does not lock the customer in to a particular vendor or group.
- To enable organisations across the globe to port data between any Net Promoter software services that adhere to the Standard.
- To improve transparency of and confidence in reported Net Promoter Scores.
- To put the Net Promoter System a step further on the path to becoming the gold standard cross-industry customer loyalty metric.
Chop Customer Churn! A webinar for SaaS companies, Sept 2013CustomerGauge
While customer acquisition is often the prime focus sales and marketing efforts for Software-as-a-Service businesses, customer retention is all too often consigned to an afterthought.
But churn is not a problem to be addressed only as the customer leaves.
How SaaS Businesses can convert Trial Customers into Paying Customers, will walk you through some simple yet powerful ways of reducing churn.
The discussion will include:
How you can bring the voice of the customer into the organisation using simple metrics such as the Net Promoter® Score.
How you can create internal processes to swiftly and effectively close the loop on customer issues.
How you can use feedback to incrementally improve your products around your customer needs.
SalesForce.com Net Promoter Integration with CustomerGauge "Round-Tripping"CustomerGauge
Find out how easy it is to integrate SalesForce.com CRM system with CustomerGauge to measure Net Promoter. Connect to customers, survey them on mobiles or desktop. Return data to SalesForce, and take action to fix issues.
Microsoft HotMail v GMail v YahooMail: The giants of free email battle it out...CustomerGauge
The big question: “Is there a connection between email clients (Hotmail, Yahoo, GMail etc) and Net Promoter® response rate?”
If yes, which email client has the biggest response rate? And which has the lowest response rate?
Is there is a connection between email clients and comments rate?
Find out in this short presentation from CustomerGauge
A GOOD DAY TO ACT HARD: Take Action on Customer Feedback in 3 Simple StepsCustomerGauge
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
CustomerGauge Automatic Translation System uses the Google Translate™ Translation Service API to translate over 60 languages. Translated comments are stored in CustomerGauge, and can be searched and reported on. No need for cut-and-paste, no buttons to press. If you have used Google Translate before, you’ll be familiar with the idea.
It is ideal for Net Promoter Score porgams
Net Promoter Score Cartoon, Italian languageCustomerGauge
Understand the Net Promoter Score in 2 minutes with our "Ultimate Question" comic. Now in Italian. Kind acknowledgments to Fred Reichheld, Vincenzo Maggio
Fighting the Fear of Feedback: CustomerGauge webinarCustomerGauge
Feedback is part our everyday life, from parents, school, sports/fitness, through to 360 degree appraisals at work. Why then do many companies seem to be afraid of receiving feedback from their most valuable resources – customers?
- Reasons behind the “Fear of Feedback”,
- Examples of best practice – world class companies doing it right
- Using Net Promoter Score® as a measurement tool
- Practical ways to deal with positive, negative comments, as well as customer suggestions
- Automated processes to help close the loop: strategic and tactical
- Feedback on the feedback – examples of how to get back to customers.
You can also view the webinar: http://wp.me/pzGbP-x8
Net Promoter Score: Automatic Root Cause Analysis with a Waterfall chartCustomerGauge
Reading customer comments is a serious business. This tool helps you automatically categorise comments, and understand root cause behind Net Promoter Score issues from detractors and promoters
Net Promoter Score comic, translated in PolishCustomerGauge
Promotorzy, pasywni, detraktorzy... Marcin Malinowski, a Poland-based Certified Net Promoter® Associate from Philips contributed a Polish translation of the famous CustomerGauge 'cartoon guide to the Net Promoter Score®.'
DemonstratorGauge Field Marketing MeasurementCustomerGauge
DemonstratorGauge helps you show in-store Marketing ROI by capturing critical details of your in-store demonstrations and merchandising activities every week. Let your field marketeers log sales and conversion data directly into the system and you can monitor and compare results on a European or global level.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
1. The Loyalty Robot
Learn how to increase customer loyalty and grow online sales automatically
Adam Dorrell
Webinar 10 Mar 2010
Adam.dorrell@directness.net
2. Agenda & Hosts
• Introduction Adam Dorrell
CEO CustomerGauge
• Why build a “Loyalty Robot”? 12 years+ e-Commerce
• Economics of returning customers
• Identifying Valuable Customers
• Segmenting using Net Promoter®
Score
• Using customer feedback
• Continuous Improvement
• Rescue/Reward Model
• The Robot (step 1) Melanie Otersen
• The Robot (step 2) Net Promoter Expert
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
3. What we do: Directness
B2b
customers
• We provide technical solutions to help
companies add strong metrics to marketing Consumers
activities
– CustomerGauge: Automatically measure,
understand and analyse customer sentiment,
using Net Promoter Score®. Identify and grow
your most loyal customers.
– DemonstratorGauge: Collect and analyse field
marketing events, demonstrators, mystery Field
Marketing
shoppers. Track activities and show ROI on events
budget
• Used by global organisations
– +1 million end-customers measured since 2007
– +25,000 marketing events tracked since 2008
• Company background: hi-tech marketing:
Selected Clients
Sony, Dell, Compaq, HP, KPN etc
– Privately funded, based Amsterdam, NL
4. Why Build a Loyalty Robot?
Customer
Database E-commerce
site
• Traffic costs $$$ ~$1
• New customer
acquisition is
expensive Adwords etc
– 50 cents a keyword ~~$50
@ 1% conversion =
up to $50 for a new
customer sale
100%
• Returning customers 90%
80%
– Lower marketing costs 70%
60%
– More profitable 50%
• Lesson: Hold on to 40%
30%
Returning
your customers 20% Customers
10%
New
• … but how to do it 0%
Customers
effectively
5. Lesson in Inequalities…
5% of
• 95% of Guinness
Guinness
drinkers
consumed by 5% of
customers
95%
volume
• Pareto Principle
(80-20 Rule)
– 80% of revenue from
20% of customers
Source: Malcolm McDonald, CIM
6. E-Commerce Economics
Total Revenue
80% 50% 20% 10%
Number of customers
30% 10% 5% 1%
• Actual results (from CLIENT X)
– 7% of customers (1540) account for
50% of revenue
– 1,5% of customers (326) account for 20% of
revenue
– Just 0.6% of customers (129) account for
10% of revenue
• Average customer value is 15x higher in top 1%
Results from blend of results from 10 e-commerce companies, 2009-2010
7. Finding the Value of Repeating Customers
• Take a sales report (last 6m or 12m),
open in spreadsheet
Customers v. Revenue
• Group customers together by email
address (or customer number) 100%
• Sum up the order values by customer 90%
• Sort “total order value” from high 80%
to low 50%
70%
• Divide customers into sensible
segments: LOW/HIGH or 5/10/85% 60%
93% Repeating
50%
Customers
40% New
Customers
30%
50%
20%
10%
7%
0%
Number of Revenue
customers
: Best Buy
Data Fact its
at 7% of
found th t ed
s accoun
customer s.
f its sale
for 43% o
8. Segment by value
Customer Segmentation
Hi-spending
customers
$$$ 7% of total,
50% revenue,
1500 customers
AVE VALUE: €1150
Value
(spend, profit)
LO-spending
customers
$ 93% of total,
50% revenue,
20,300 customers
AVE VALUE: €163
9. Loyalty Measurement: Net Promoter® Score
• Becoming a standard in Fortune 1000 companies
• Simple to implement and understand
• Ideal for surveying e-commerce transactions
11. Net Promoter Score and e-Commerce
Invite by email: WEB SURVEY: ASK Plot the results ACT ON THE
all customers NET PROMOTER COMMENTS
to rate you on Lots of spreaDsHeet
QUESTION & ASK
work! GRAPH, segment
Every order! FOR COMMENT etc. GOAL IS TO DISTRIBUTE COMMENTS
IMPROVE OVER TIME to those who can use
Usually NO permission You can ask other them.
needed, but explain up
questions about
Front AND add
“unsubscribe” option specific issues and ask
if further action
needed, but keep it
short.
EXPECT 20 – 30%
RESPONSE
12. Becoming a customer focused organisation
• Best practices:
• Communicate to entire organisation
• Publish regular nps results - Weekly/
monthly updates
• Bonus managers on NPS improvements
Net
• Delegate responsibility to Promoter
departments Champion
• STructure for success Assistance
in scoring
and admin
Customer
Logistics Web Product Finance
Service
Champion Champion Champion Champion
Champion
KEY ISSUES:
- Checkout
- Help pages
- merchandising
13. Acting on Comments
• Best practices:
• Get regular feedback
so you can manage it:
Daily/weekly is best!
• Classify comments to
help prioritise issues
• GET COMMENts to the
right people
• Act on customer
feedback – within 24
hours
Problems! Suggestions Praise
Service issues Service Testimonials
Logistics Logistics Improvements
Returns etc
FINANCE
WEB
14. Segment by Loyalty
Customer Segmentation
20,000 surveyed
25% response
DETRACTORS promoters
20% TOTAL 45% of total,
1012 customers, 2250 customers
19 gave “0” score 1643 gave “10” score
459 comments 833 comments
☹ ☺
Detractors Promoters
LOYALTY
(Net promoter
score)
15. Value & Loyalty Matrix
Customer Segmentation
Take actions to
Rescue
Key customers
IN DANGER OF
Value RESCUE REWARD
(spend, profit) defecting
&
LOWER PRIORITY
Reward
Key customers
Detractors Promoters who can help
grow sale
LOYALTY
(Net promoter
score)
16. Building your Loyalty Robot by hand
? Set up processes to
continually monitor
customer scores and
feedbacK
Survey customers
automatically
Data in from
e-commerce
system
“we’d like you
Find urgent Prioritise to trial our new
product”…
customers to customers to
be rescued be rewarded
“What do you
think of this?”
You said you would
Call center recommend us –
thanks! We’d like to
feedback
offer your friends a
£20 voucher to try
us!
Measure
referred sales
Regularly
report nps
results, Learn from Publish
returning customer testimonials to
customers etc feedback the web
17. Can it be automated?
• Can you survey customers automatically?
• Can you make sense of customer input with a machine?
18. A real Loyalty Robot: CustomerGauge
• CustomerGauge is a system that
– Plugs into your ecommerce system to
automatically survey customers about
their experience, every day
– Brings voice of customer feedback into
your organisation
– Measures customer loyalty with industry
standard Net Promoter Score®
– Shows results on dashboard in realtime
to help improve customer experience
and retention sales
– Simple to use, quick to implement
– No hardware or software needed
• Optional extras:
– Workflow module to guide feedback to
appropriate department
– “Marketing Robot” to help you segment
and automatically target offers to most
engaged customers
Survey every transaction, automatically
• Coming soon:
– Automatic sentiment detection
19. Automatically segmenting returning customers
Built in rules to
help rescue and
reward
customers
Analyze the
response history
CustomerGauge from your most
helps you prolific
measure and customers
understand your
VIP customers
- J. Smith@directness.net
Look at individual
customer
spending
patterns, and past
comments/scores
20. CustomerGauge – Customer Rescue
ATTN: THIS
CUSTOMER
Automatic REQUESTED HELP:
workflow “WHERE IS MY
SHIPMENT? I
“rescue” CALLED 3 TIMES!”
message SENT j.smith@...
to call agent
queue
AGENT CAN
IMMEDIATELY
RESPOND, UPDATE
CUSTOMERGAUGE
SYSTEM
You CAN check
customer issues
are being closed
• From survey to solution,
CustomerGauge helps you
solve customer problems one
by one
21. CustomerGauge – Strategic change
management
SURVEY: CUSTOMER gives
multi-choice feedback
on likes/dislikes
Understand root
causes
SURVEY: VOICE OF
CUSTOMER comments
Assign to
project
• To help make managers
strategic change: Track NPS
– Identify root causes improvements
of issues
– Put a value on
impact of each issue
– Set up projects to Understand value / NPS impact
“Close the loop”
– Track NPS
improvement as a
result