The document provides an orientation for new experts in the Directly app. It summarizes the key aspects of the Directly dashboard and tools for experts. It explains how experts can view and track their stats, tasks, and rewards. It also provides guidance on best practices for answering questions, interacting with customers, and collaborating with other experts.
InfluGlue - How to turn them into a part of the solutionInfluGlue
Consumers often rely on the opinions of others when making a purchase. That is why positive reviews play a massive role in the revenue generation of your e-commerce store. While no one wants to get negative reviews, they sometimes happen. Here are a few ways to deal with them promptly and honestly.
You have a business idea, but what's next?Daniel Mcgaw
Having a business idea and a great imagination can be a recipe for success, but if you don't take the right steps it could be a recipe for disaster. Your grand vision for your company is just the easy part! If you want to follow up that idea with a booming business, then this Meetup is for you.
The main focus of this meetup will be to learn how to quickly develop and test your business ideas using Customer Development. This process has been made extremely popular by the likes of Steve Blank and Eric Reise.
Building a company is not simple, it is more than creating an execution plan for a business model that you think will work.
We will teach you how to effectively accomplish your customer development process and gain massive amounts of customer and marketplace feedback. Ensuring that your new business idea has a strong foundation and solving a real-world problem which customers will pay for.
1. You have a business idea, but what’s next? Dan McGaw - Founder - Bootstrap Academy
2. Who am I ? @danielmcgaw
4. What’s your business idea?
5. Are you the next Facebook?
6. Are you the next Uber?
7. Maybe the next General Mills?
8. Anything is possible with
9. Hard Work
10. Persistence
11. The right tools
12. But what tools do you need?
13. Goals
14. Not business goals
15. Personal Goals
22. Only you can define
23. Back to your idea
24. Not all ideas are good
25. Don’t shoot yourself in the foot
26. How do we know if it is a good idea?
27. Customer Validation
29. Customer Development
30. What customer development is not It is not a focus group or survey
31. Or a perfect formula that completely de-risks a business idea
32. A scalable customer acquisition technique
33. Right Start with your idea, aka
34. Find your target customers
35. Create a list of questions
36. Dont mess your questions up
37. Ask general questions Not pointed questions
38. Dont talk about solutions
39. After every question ask why
43. Write everything down Or record the session
45. Launched an MVP
46. Hypothesis Marketing influencers on twitter would use Monetyze.me to generate extra cash from their large followings
47. What did we learn?
48. Our Takeaways Marketers hate the service
49. People want to donate more if they can
50. Especially when they can donate other people’s money
51. People manage twitter from mobile or buffer
52. What you should be learning
53. You should end up with your
54. Or you could end up with your
60. Look for the patterns
61. Use these patterns to refine your idea
62. Use patterns to refine your messaging
63. If after 20 interviews no one cares Kill your magical feature
64. If after 20 interviews no one cares Or consider killing the whole idea
65. Repeat
66. Do it all over again
67. Keep iterating your idea
68. Eventually it will pay off
69. Thank You @danielmcgaw CEO and Founder dan@amazingcorps.com
Tips to make you better at collecting customer feedbackBaptiste Debever
Baptiste Debever, young French Entrepreneur and co-founder of Feedier.com, focused on making feedback more accessible, more enjoyable and completely gamified - on a mission to help companies understand their customers.
Owing that 9/10 people consult online reviews before making any purchase, we, product managers, customer success teams and marketers are all on the lookout for more reviews and feedback.
Consistently begging our customers for more, we usually get less.
We have created a fully-fledged process focused on helping you collect better feedback, by making the user experience better, adding a gamification layer and implementing a win-win situation.
You can discover the model in this talk.
InfluGlue - How to turn them into a part of the solutionInfluGlue
Consumers often rely on the opinions of others when making a purchase. That is why positive reviews play a massive role in the revenue generation of your e-commerce store. While no one wants to get negative reviews, they sometimes happen. Here are a few ways to deal with them promptly and honestly.
You have a business idea, but what's next?Daniel Mcgaw
Having a business idea and a great imagination can be a recipe for success, but if you don't take the right steps it could be a recipe for disaster. Your grand vision for your company is just the easy part! If you want to follow up that idea with a booming business, then this Meetup is for you.
The main focus of this meetup will be to learn how to quickly develop and test your business ideas using Customer Development. This process has been made extremely popular by the likes of Steve Blank and Eric Reise.
Building a company is not simple, it is more than creating an execution plan for a business model that you think will work.
We will teach you how to effectively accomplish your customer development process and gain massive amounts of customer and marketplace feedback. Ensuring that your new business idea has a strong foundation and solving a real-world problem which customers will pay for.
1. You have a business idea, but what’s next? Dan McGaw - Founder - Bootstrap Academy
2. Who am I ? @danielmcgaw
4. What’s your business idea?
5. Are you the next Facebook?
6. Are you the next Uber?
7. Maybe the next General Mills?
8. Anything is possible with
9. Hard Work
10. Persistence
11. The right tools
12. But what tools do you need?
13. Goals
14. Not business goals
15. Personal Goals
22. Only you can define
23. Back to your idea
24. Not all ideas are good
25. Don’t shoot yourself in the foot
26. How do we know if it is a good idea?
27. Customer Validation
29. Customer Development
30. What customer development is not It is not a focus group or survey
31. Or a perfect formula that completely de-risks a business idea
32. A scalable customer acquisition technique
33. Right Start with your idea, aka
34. Find your target customers
35. Create a list of questions
36. Dont mess your questions up
37. Ask general questions Not pointed questions
38. Dont talk about solutions
39. After every question ask why
43. Write everything down Or record the session
45. Launched an MVP
46. Hypothesis Marketing influencers on twitter would use Monetyze.me to generate extra cash from their large followings
47. What did we learn?
48. Our Takeaways Marketers hate the service
49. People want to donate more if they can
50. Especially when they can donate other people’s money
51. People manage twitter from mobile or buffer
52. What you should be learning
53. You should end up with your
54. Or you could end up with your
60. Look for the patterns
61. Use these patterns to refine your idea
62. Use patterns to refine your messaging
63. If after 20 interviews no one cares Kill your magical feature
64. If after 20 interviews no one cares Or consider killing the whole idea
65. Repeat
66. Do it all over again
67. Keep iterating your idea
68. Eventually it will pay off
69. Thank You @danielmcgaw CEO and Founder dan@amazingcorps.com
Tips to make you better at collecting customer feedbackBaptiste Debever
Baptiste Debever, young French Entrepreneur and co-founder of Feedier.com, focused on making feedback more accessible, more enjoyable and completely gamified - on a mission to help companies understand their customers.
Owing that 9/10 people consult online reviews before making any purchase, we, product managers, customer success teams and marketers are all on the lookout for more reviews and feedback.
Consistently begging our customers for more, we usually get less.
We have created a fully-fledged process focused on helping you collect better feedback, by making the user experience better, adding a gamification layer and implementing a win-win situation.
You can discover the model in this talk.
You Can't Teach People to Sell By Teaching People to SellIntegrity Solutions
Up to 85% of success in selling is rooted in feelings, attitudes, emotions and beliefs. Yet most sales training fails to take these critical factors into account, and as a result, most sales training ultimately fails the people (and the organizations) it’s supposed to be helping. This webinar (November 2016) explored practical, proven ways training professionals and sales managers can influence the behaviors and attitudes that lead to higher levels of productivity and better bottom-line results.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Learn from experts on why online reviews are crucial to your small business in addition to best ways of going about getting more reviews and what you can do with reviews you already have to generate more business.
GeoJuice is the tool for getting online reviews for small businesses in the home services industry and can be done so right from a phone in 5 easy steps.
Many jobseekers experience the feeling of uncertainty after their interview, which prompts them to take actions that may come across as inappropriate.
This definitive guide explains which actions you should and shouldn’t take following an interview.
Visit our blog for more advice on careers: www.haysplc.com/viewpoint
What is the Net Promoter Score? How does it work? How do you ensure growth through customer loyalty? We at Enalyzer want to help your business by introducing best practices for this powerful customer experience (CX) tool.
Sign up for free on Enalyzer
https://www.enalyzer.com/
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
You Can't Teach People to Sell By Teaching People to SellIntegrity Solutions
Up to 85% of success in selling is rooted in feelings, attitudes, emotions and beliefs. Yet most sales training fails to take these critical factors into account, and as a result, most sales training ultimately fails the people (and the organizations) it’s supposed to be helping. This webinar (November 2016) explored practical, proven ways training professionals and sales managers can influence the behaviors and attitudes that lead to higher levels of productivity and better bottom-line results.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Learn from experts on why online reviews are crucial to your small business in addition to best ways of going about getting more reviews and what you can do with reviews you already have to generate more business.
GeoJuice is the tool for getting online reviews for small businesses in the home services industry and can be done so right from a phone in 5 easy steps.
Many jobseekers experience the feeling of uncertainty after their interview, which prompts them to take actions that may come across as inappropriate.
This definitive guide explains which actions you should and shouldn’t take following an interview.
Visit our blog for more advice on careers: www.haysplc.com/viewpoint
What is the Net Promoter Score? How does it work? How do you ensure growth through customer loyalty? We at Enalyzer want to help your business by introducing best practices for this powerful customer experience (CX) tool.
Sign up for free on Enalyzer
https://www.enalyzer.com/
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
10 Survey Question You Should Ask Your CustomersRodrigo Fuentes
In support of this blog post: http://blog.listenloop.com/10-questions-for-your-customers
Your customers are a great source of information. They can help you improve your business and product, gain a better understanding of your market and even bring you referrals. But you're wondering, "what questions to ask in customer feedback session?"
Asking the right questions can be game-changing for your business. Here are 10 game-changing questions you should be asking your customers right now.
Whether your company is large or small, you must obsess over your users and customers.
There's no quick hacks or fancy solutions to gather data, The most direct way to find out what's working ( or not ) for customers is simply asking them.
We'll see how you should collect feedback from customers, how to do it, and how to use that information to make a positive change.
Could Better Questions Lead to More Wallet Share? That's a Good Question!Integrity Solutions
From Integrity Solutions at the Bank Trainers 2018 Conference. Is your current sales training compounding the problem of people’s belief that selling is a “bad word”? What if your team didn’t have all that negative baggage about sales? What if they viewed the role of asking better questions as uncovering and fulfilling customer needs? We look at the benefits of asking better questions in strengthening customer relationships, and how to overcome the fear of asking them.
Online Reputation Management for Property ManagersAppFolio
Exceptional reputation management strategies lead to better performance, improving brand equity. Your reputation is a valuable asset. This guide covers how you can manage your online reputation for your property management business.
10 Steps to Manage Your Online Ratings #RDJ2016Surefire Local
Speakers Bill Owens, President of Owens Construction and Shashi Bellamkonda, CMO of Surefire Social share their presentation of a talk they gave at the 2016 Remodeling Show on how remodelers can manage their online reputation in terms of the importance of reviews, acquiring more reviews, and responding to reviews you receive (both 5-stars and 1-stars).
Self-Service: The Golden Ticket for a Personalized Customer ExperienceDesk
In this guide, you’ll learn how self-service can lower costs, improve productivity, and lead to a more personalized and profitable customer experience. From setting goals to measuring your results, discover industry-proven steps to using self-service successfully in your own organization.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
2. Welcome!
Congratulations on being chosen for the
Pinterest Expert Program, powered by
Directly.
Directly makes on-demand apps that
help companies improve customer
service.
Directly enables experts like you to earn
rewards for answering questions about
products you love and understand. This
orientation will walk you through the web
version of the Directly app.
Lisa White
Community Lead
Directly
3. The Directly App
Whether you’re using the web or mobile version of the app, you can
find most of what you’re looking for here on the dashboard. You
should see your photo, but you won’t have any stats or a customer
satisfaction rating yet.
4. Dashboard: Stats Bar
The stats bar will track your progress.
Answers – The count of all your answers from day one.
Balance – Rewards you’ve earned available for cash out
Helpful – Lifetime % of positive and neutral ratings
Points – Total earned this week
This Week – Your points ranking vs. experts across all networks for the week
View profile - View and change your personal profile
Click on any box
for more detail
5. Dashboard: Task Bar
Routing Status: this dot can be green, yellow or red, indicating the
allocation of questions coming on your task bar. Roll over the dot for
more detail.
Customer Satisfaction: Once you have received 10 ratings, you’ll see
your rating and how it compares to your peers
Tasks for You:
● Messages are on the top of the task list
● Next come responses from questions you’ve already answered
that need a follow up from you
● Next come new questions to answer
● Click on any task and it appears on the left side of your
dashboard
6. Getting Started
The best way to get started is to review questions that already have
answers. From your dashboard’s task bar, click on a question. Find one
that has at least one answer and consider how your answer would
compare. You can share in the reward and earn points for that question by
voting on answers.
Upvote answers
you think are
helpful to the
customer. You’ll
earn a point.
Downvote
answers you
think are
incomplete or
unhelpful. You’ll
earn a point.
Choose a best answer.
You’ll points by choosing an answer, if the customer rates
the answer as helpful and the customer accepts the answer
you will earn additional points for choosing the correct
answer.
7. Now try answering some questions
Find a question on your dashboard, give a confident and concise answer.
This is the best way to help the community and earn the most points.
8. Answering Questions
Sample Answer:
“Hi Lisa, I’m Rey, a Pinterest Expert and
active pinner. I understand that you are
attempting update your profile.
Here is a link:
https://www.pinterest.com/settings
You can also find this same link located in
the upper right hand corner in your profile.“
Here are a few tips on how to
answer a question
● Greet the customer
● Introduce yourself
● Acknowledge customers
concern
● Stay Positive
● Provide useful links
● Provide a walk through
● Answer all follow up questions
● Reroute when you can’t
resolve the issue
9. Choose Wisely
You choose which questions you want to answer!
If another expert has already provided a
great answer, select it as best answer
and go to the next task.
If you don’t feel you can
provide the best answer this
time, simply click “next task”
and go to the next question.
If a question clearly requires
resources an expert doesn’t
have access to in order to
best answer the question,
reroute it back to the
company.
10. Be personal
Use your real name and a personable photo.
Customers will respond with better ratings.
Be professional
Don't make disparaging remarks or argue with the
customer or other experts.
Kill with kindness
Some customers will be angry. It's your job to rise
above and be relentlessly positive.
Go the extra mile
The best answers almost always involve going way
beyond the call of duty.
Keep the conversation online
Our tools provide a seamless hand-off between you
and the company, providing the best experience.
Choose wisely
Answer the questions when you know the solution. It's
okay to leave the question for another when you don't.
Empathize
Put yourselves in the customer's shoes. Think about how
you'd feel, how you would view your answer.
Follow through
Once you engage with a customer, follow through.
Customer replies will be at the top of your feed.
Collaborate
Vote for your fellow experts who provide a good answer
and flag those that are falling short.
Communicate clearly
Use proper spelling and grammar. Never use net-speak
or shorthand that can confuse the customers.
Directly’s Expert Code of Conduct
The best communities start off with guidelines on how they interact with customers
and each other. Directly’s experts have found this code to be a helpful guide.
11. Customer Ratings
• Once you’ve provided an answer, the customer can rate their
experience by clicking on one of the above smileys.
• The customer can provide a rating at any time, even if the question has
been rerouted back to the company.
• While you are still helping the customer, you might receive a rating. It is
ok to acknowledge the customer’s dissatisfaction and ask what you
can do to resolve things to her satisfaction as long as you don’t
specifically ask for a positive rating. For example, experts have
followed up with a customer like this:
“I see that the answer I provided was rated unhelpful. What can I
do to resolve the issue to your satisfaction?”
12. Customer Satisfaction
• Customer satisfaction is calculated by dividing positive ratings by all ratings
• This calculation continuously updates the past 30 days’ ratings
• Hover over your customer satisfaction bar, and you’ll see a pop-up showing your
positive and total ratings for the past 30 days.
● CSAT is different from the helpful rating you see on your stats bar.
○ CSAT is the more important measure to watch.
○ CSAT aligns with customer service industry standards and is a more accurate
measure of how customers perceive their experience.
○ Your helpfulness rating is displayed to the customer with your answers. This
rating measures neutral ratings and some negative ratings differently.
○ For more info on how each is calculated see the article in the Expert Hub.
13. Points and Rewards
• Earn points by voting, choosing, and answering
questions. Rewards for a question are calculated from
the points earned by each expert on that question
• The monetary reward on each question is shared
between the experts that helped.
70% of the rewards goes to the
Expert with the most points for that
question
30% of the rewards will be split
proportionally by other experts that
also answered and voted.
14. $ Rewards $
Rewards are calculated every Saturday night
for the previous week’s activity.
The week’s rewards are posted on your
dashboard by Sunday morning
Points that have not settled due to open cases
will carry over to next week's payments.
Cashout requests are typically processed once
a week on a Wednesday or Thursday.
If you miss a cashout for the week your balance
will carry over until you cash out.
Cashout payments are through Paypal.
15. Settings and Alerts
Choose the alerts you want
and where you get them
Download the mobile app by
searching for “Directly app”
From your dashboard,
click here to update your
web and mobile
notifications
16. Expert Resources
From your dashboard, click the dropdown arrow to
find links to the Expert Hub and the Expert Forum
17. Expert Forums
Communicate, collaborate, and share with other pinner experts.
Find out the latest news from the expert community. The Expert Forum
is your source to share best practices and get to know your fellow
pinner experts. Be sure to drop in and introduce yourself!
18. Want more info?
Go to the Expert Hub
This is your learning resource for more in-
depth articles on all the topics covered in this
orientation, plus articles and updates from
Pinterest.
Can’t find what you’re looking for in the
Expert Hub shoot us a question!
At the bottom of every page you can
submit a question if you need additional
information.
Search for a
topic in the Hub
19. ● Introduce yourself in the expert forums
and meet the other expert pinners.
● Learn more about directly by visiting the
Expert Hub.
● Start earning points and rewards now
by going to your dashboard.
Take the first steps