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Client Spotlight: B2B Software company Drives Growth through Loyalty
AeroScout is a global leader in RFID-based visibility solutions serving many industries including healthcare, manufacturing and mining. We recently sat down with Amit Larom, Vice President of Worldwide Services, and Josh Plantz, Director of Customer Satisfaction, to discuss AeroScout’s customer feedback program and how it is a benefit to them.
This simple Q&A-formatted client interview answers the following questions
1. What prompted you to start a customer feedback program?
2. How did you go about implementing this program?
3. What did you learn along the way, and how did Waypoint Group help?
4. What would you say are the key outcomes so far?
5. What are 1 or 2 things you would tell someone just starting this effort?
Success Story: AeroScout’s Customer Feedback Program
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Assess your Voice-of-the-Customer / Net Promoter Efforts
Most people tend to think that writing a questionnaire to hear the Voice of the Customer (VoC) or measure a Net Promoter Score (NPS) is easy. And they would be largely right – it’s not hard to write a questionnaire. But what to do next – collecting, aggregating, analyzing, and acting on the collective Voice of the Customer – is not only far more difficult, there are actually real risks involved if done incorrectly.
This whitepaper presents several lessons learned in running a customer feedback program. We pose self-assessment questions throughout this paper that will help you understand where you are on your path to increase Customer Lifetime Value and improve net margin. We then pose process improvements to accelerate success.
Voice of the Customer as the Ritz Carlton (not the Roach Motel): Top 5 Reasons Why VoC Doesn’t Show you the Money… And What to Do About It
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When the Waiter Brings Bad Food
In the “fog of war” the management boardroom has a tendency to think in silos. The Customer Service silo, however, has in it grains of Brand, Product, Sales, Pricing, Billing and Delivery to name a few.
As responsible champions of individual performance, Service Professionals can use the techniques outlined in this paper to enable top management to understand that they may be the chefs, but there is far more than the food involved in serving a perfect meal.
Read the Whitepaper
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Poor Customer Service Costs REAL money
According to the survey of 8,880 consumers across 16 countries, poor customer service cost an average of $243 for each lost relationship due to poor service. For the purposes of the study, losses were defined as transactions taken to a competitor -- accounting for 63 percent of the total -- or ones abandoned entirely, accounting for the remaining 37 percent.
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NPS: Real Results from Real Companies
Catch up with Fred Reichheld with this entry from his blog on the Net Promoter Score, and why the value this approach provides rises above the objections.
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The Importance of the Customer Experience in a Down Economy
Key quote: "...face the reality: People spend less in recessions. This means companies must control their spending as well."
The paper offers tips on how to accomplish this without losing customers.
[Note: This link will take you to an outside site to download the paper. Very simple registration is required.]
GET THE PAPER
Single Truth, Multiple Versions
A leading professor and director of research explains why there is a tendency in large organizations to inadvertently have multiple answers to the same question, and presents some ideas on what to do about the problem.
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Understanding Net Promoter(R)
Learn more about Net Promoter and understand that change is about action, not watching metrics.
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