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Let’s agree the number one goal of all successful business? To create more customers

Customer Loyalty and Satisfaction How to Measure it and then Increase it beginning with one powerful question as practised by Allianz, Apple, Brady Corporation, Experian, IBM, Sage, Intuit, Lego, Rackspace , Dell, Virgin Media, General Electric, Symantec, Maersk , eBay ... YOU?.

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Let’s agree the number one goal of all successful business? To create more customers

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  1. Customer Loyalty and SatisfactionHow to Measure it and then Increase it beginning with one powerful questionas practised byAllianz, Apple, Brady Corporation, Experian, IBM, Sage, Intuit, Lego, Rackspace, Dell, Virgin Media, General Electric, Symantec, Maersk, eBay ... YOU?

  2. Let’s agree the number one goal of all successful business? To create more customers who recommend your company and your products .

  3. You can achieve that goal through asking your customers just one question. One candid question which can easily measure customer satisfaction and loyalty Which will subsequently help you to enhance and improve your products Ask your customers this . . . .

  4. “How likely is it that you will recommend (your company or product) to a colleague or friend?”

  5. You ask that personal question because traditional customer satisfaction surveys are not effective Fact: Traditional customer satisfaction surveys can have low response and be unreliable. Why is that? • Because such surveys are mostly long and demand a lot of time and attention. • Dis-satisfied customers are also unlikely to respond, leading to sample bias • Results are often not actionable or easily understood

  6. It all begins by sending customers this simple E-mail ...

  7. On clicking from the E-mail, this simple survey screen is displayed ...

  8. When respondees send their view, they see this thank you message ... (of course you can change all the copy).

  9. We segment responses into these 3 core groups and supply you with the segmented data with individual responses to target your follow up research

  10. The response is on a scale of 0 to 10 (Where 1 is - Not at all likely and 10 is extremely likely). 9-10These are your "Promoters“ and will promote you every chance they get. 7-8 They are your "Passively Satisfied" customers, but need to become 9s or 10s! 0-6 They are the "Detractors”. Pretty unsatisfied with you and most likely to leave you for a competing product or service while often and actively saying negative things!

  11. To get your Advocacy Number we take the percentage of 9s and 10s and subtract the 0-6s. That is the number you need to grow

  12. To sum up With our loyalty application all this is actioned for you. It: Creates the question and attractive layout - personalised and branded. As often as is required. Manages the E-mailing of survey urls, each unique to targeted individuals! Allows participants to complete the question – tick the box! Allows you to track responses and re-mail non- respondees Does the response analysis and categorisation to 3 key groups Calculates your Net Advocacy Number. The ONE number you need to grow Exports individuals’ details to groups enabling further Consultations, surveys and dialogues to be used to understand and fulfil customer needs Records the details of the whole process so you can report and manage

  13. To quote Frederick F. Reichheld's Harvard Business Review Article which initiated the one question concept: "The path to sustainable, profitable growth begins with creating more promoters and fewer detractors and make the net-promoter number transparent throughout your organization. This number is the one number you need to grow. It is that simple and that profound."

  14. We can undertake the entire survey process or you take the software (hosted on our secure servers) and do it yourself. The process is elegant, simple, efficient and the results compelling.

  15. Companies which embrace such tools of engagement - which let you actively listen to all your stakeholders - will have a distinct advantage over those who do not. Please contact: 0845 508 1585 ratna@helpingcircles.com or jim.sproat@helpingcircles.com

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