This comment from Kim Apps at IMR seems to sum up the feelings of all those that attended the September 2012 Australian CustomerGauge User Group.
“…it was a great session on Wednesday. Dawn and I both felt like we got a lot out of it and were amazed at how generous everyone was with sharing their experiences. Hopefully we will be able to return the favour next time.” Kim Apps, Business Manager IMR
From Genroe’s perspective it was a great session as well. We try to get out of the way in these sessions and simply facilitate a great CustomerGauge and Net Promoter discussion between the attendees.
We’d like to thank everyone that attended for their openness and willingness to share their insights with the group.
While we cannot summarise all of the insights that came from the meeting this is a summary of some of the key items.
We took on some tasks from the meeting.
Those at the meeting requested a monthly webinar with content related to Net Promoter and CustomerGauge. We will take on this task and publish a webinar schedule.
If you have topics that would like to see in a webinar please contact us at: firstname.lastname@example.org
After the first CustomerGauge User Group meeting (March 2012) Genroe created a closed LinkedIn group for the Australia CustomerGauge user community. While there was a good initial use, attendees asked Genroe to ramp up use of the system to post and share information.
If you are not already a member you can use this link to apply: Australian CustomerGauge User Group
Note that the group is moderated and closed. This means that you will need to apply and be accepted before become a member. Membership is limited to employees at Australian CustomerGauge clients.
Next User Group Meeting
Similar to the last meeting attendees valued the day so much that they requested a repeat in 6 months’ time. Genroe will organise the next meeting accordingly.
CustomerGauge Presentation – Adam Dorrell
The day kicked off with a presentation and demonstration by Adam Dorrell, CEO of Directness, developer of the CustomerGauge system. He kindly stayed up until the wee small hours of the Amsterdam morning to let us know what is happening with the software.
Highlights of his presentation included:
Using CustomerGauge to drive sales not just measure NPS: Adam related the details of how a retail client is reaching out to high value Promoter and Neutrals to drive additional sales. Opening rates for the targeted offers from the approach are very high.
Live testimonials: a new feature of the system that allows you to stream live testimonials from your CustomerGauge system to your website. This includes an easy to use configuration engine to format the testimonial display.
The Matrix: New Report: A few months ago an Australian client demonstrated a great way to view NPS data that provides some terrific root cause insights. Until now they have been creating the report manually in Excel but now it has been added to the CustomerGauge system as a standard report.
Upgrading to CustomerGauge Everywhere: Rolling upgrades of client systems to the new CustomerGauge 3.0 are occurring now. Over the next couple of months all Australian clients will be upgraded
Common Net Promoter Rollout issues
When looking at rolling out their Net Promoter approach the companies in the room identified the following issues as the ones they most commonly come across:
- Getting data correct: this is perennial issue and one the is seen by almost all organisations implementing Net Promoter (or any other type of customer feedback approach)
- Change management: Genroe have sought to help clients in this area through implementing the Best Practice Net Promoter Implementation process.
- Getting people to see value in the process: One of the ways to resolve this is to demonstration quick and easy wins so that people through the organisations can see the value in the approach.
- Executive buy in is key: this is a well know key success factor.
- Communicate to all staff: A good way to achieve this can often be via senior management presentations at town hall sessions
- Getting middle management buy in: One are often overlooked is the need to get middle management buy in to the process. While senior management buy in is critical for launch middle management can often be forgotten. If not identified and bought along this group can neutralise an otherwise effective roll-out
- Don’t ever use the data in a punitive way: If the customer feedback is used to punish front line, or any, staff then you will be taking a step backwards. Always start by focusing on the positive and on the words in the response. Negative customer feedback can and should be used in constructive feedback for staff but just not in a punitive manner.