November 2017 Customer Webinar Slides
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The November 2017 webinar outlined new customer experience feedback modes designed for improved engagement and data capture, focusing on NPS and reviews. Key updates include a streamlined customer uploader and a new feature for monitoring Twitter activity. The session aimed to enhance how businesses gather and respond to customer feedback through various modes and tools.
November 2017 Customer Webinar Slides
- 1. Customer Experience Delivered. November 2017 Webinar
- 2. Our Team
- 3. Agenda Today 1. New Feedback Modes Launch! 2. Feature Update: Customer Uploader 3. Demo: New Feedback Modes 4. Q & A
- 5. Why The New Modes? 1. Much higher open rates, feedback and review rates 2. Top-down redesign of all emails and landing pages 3. Easily focus on the results YOU want
- 6. Results
- 8. Ultimate Mode Primary Focus: Complete customer experience data capture – NPS, survey, 1st-party reviews Secondary Focus: Generate 3rd-party reviews on sites like Google, Facebook, the BBB, Houzz, etc. 3 Steps
- 9. Review Mode
- 10. Review Mode Primary Focus: A quick process to request a 3rd- party review on Google, Facebook or other online sites after capturing Net Promoter Score. Secondary Focus: Provide customers a method for direct feedback as well. 2 Steps
- 11. Direct Mode
- 12. Direct Mode Primary Focus: Review requests for 3rd-party and 1st-party reviews in the very first feedback request email. (There is no NPS question first in this mode.) Secondary Focus: Direct feedback still possible, but secondary. 1 Step
- 14. Direct Mode (1-step) Ultimate Mode (3-steps) Review Mode (2-steps)
- 15. How to get started
- 16. Demo
- 17. Feature Update: Customer Uploader What’s New? • New design of the page elements and steps • Upgraded compatibility for .csv, .xls or .xlsx files • Created automatic column matching and manual reassignment • Streamlined error messaging for missing customer data
- 18. New Feature: Twitter Monitoring What’s New? • Monitor up to 5 hashtags, keywords or Twitter handles • Updated hourly • PRO plan and up only
- 19. What would YOU like to see?
- 20. Questions?
Editor's Notes
- #6: Results: We want as many of your customers to respond, rate and review your business as possible. Design: All of our emails and landing pages have an updated, clean, professional design you can brand with your logo and an accent color. Focus: Some of our customers want to focus on more 3rd-party reviews (Google, Facebook), some on NPS, some on 1st-party reviews (testimonials), some on survey questions and now you can pick a mode to match your focus, and easily switch between them too.
- #8: Ultimate Mode closely mirrors our current default set-up. One major change is we moved the Net Promoter Score Question into the feedback request email. Instead of the “Give Feedback” button in the initial email request, the NPS question is now there one click closer to the customer.
- #10: Review Mode closely mirrors our current “Ratings Only” option in our feedback settings. The NPS question is in the feedback request email allowing you to capture NPS and then ask happy customers for a 3rd-party review and unsatisfied customers for information on what went wrong.
- #12: As the name suggests, direct mode gets right to the point. The very first email request features the request for 3rd-party reviews (Google, Facebook, etc.) and the option for direct feedback to the business to generate 1st-party reviews (testimonials). With this mode, you should already have a high Net Promoter Score first. Run Ultimate or Review mode first to establish that before you try this.
- #14: With this feature update we have added a dedicated page to control your brand elements in our platform. Go to SETTINGS and then select BRAND & COLORS to make these customizations. Once you set them on this page, they will inform all of your email and landing page templates. The new email and landing page designs are clean and beautiful, especially when you add your own branding touch to them!