Comments for Blog - Kampyle Feedback Solutions

Comment on Google +1: The Brave New Social World? by Top 10 Social Customer Service Blogs of 2012

Top 10 Social Customer Service Blogs of 2012 — Tue, 01 May 2012 14:24:09 +0000

[...] Google +1: The Brave New Social World? [...]

Comment on Getting to Know Big Data – Some Reading Recommendations by Luke W

Luke W — Fri, 27 Apr 2012 19:37:20 +0000

Wow, I’d never heard the target story before, but that’s a fascinating example of the convergence of what technology CAN predict and what it SHOULD communicate..

Comment on Interview with the Founders of Conversion Rate Experts by Mark

Mark — Wed, 28 Mar 2012 17:28:10 +0000

I would like to get a demo if possible for my new website http://www.eyebuyexpress.com if you would like to take a look and see what you may be able to do for me
Mark

Comment on Kampyle @ eMetrics Marketing Optimization Summit in San Francisco by Jim Sterne

Jim Sterne — Mon, 20 Feb 2012 16:05:20 +0000

Thanks for your support! Our attendee surveys always rate the Exhibit Hall very highly because they can learn so much in such a small time. See you there…

Comment on Net Promoter – Can Passives be Converted? by Allie Davidge

Allie Davidge — Thu, 09 Feb 2012 11:20:38 +0000

From the questions I see on the topic of Passives, many people seem to think that because Passives are not directly used in the calculation of the Net Promoter Scores (% Promoters – % Detractors) that somehow they are considered unimportant – or that action does not need to be taken on their feedback. This perception is probably further generated by the fact that many NPS practioners tend to focus on talking about the best and the worst – not the in-betweeners.

I agree with the sentiment of this post. Passives are important and should always be considered in terms of how to improve their experiences.

Passives fall into one of 3 camps. 1) reasonably happy customers who are not “wowed” but also not upset with their experiences; 2) ex-Detractors who are on the road to recovery; 3) ex-Promoters who have experienced irritating or unresolved issues and are questionning their loyalty to the company.

In all these cases, action should be taken to improve their experiences. Close the loop with the Passives and you can reap some amazing results. It can be much easier to provide a WOW to a Passive and turn them into a Promoter, than it can be to re-align the perceptions of a Detractor scoring “0″.

In my experience, customers who fall into a Passive group are very willing to provide further information (often more so than Promoters) so giving them opportunities to do so is key. However, don’t forget that the groupings that we use for analysis and action purposes (Promoter, Passive, Detractor) are ultimately irrelevant to the individual customer. So give all customers more room and opportunity to provide you with feedback – and make sure you follow up with them all.

Comment on Technology and Health-Care or: How Kampyle Improves Your Health by Techlearns

Techlearns — Mon, 06 Feb 2012 08:39:57 +0000

Very Nice and Helpful info

Comment on Going Vertical with Customer Feedback Buttons by Johnny

Johnny — Mon, 30 Jan 2012 14:05:07 +0000

Hi I would just like to share this with people, I recently came across it on-line and it sounds like a great idea, to be able to give instant feedback to a retailer or company via QR codes.

http://www.scan365.co.uk/

Or view this video, it is really good

http://www.scan365.co.uk/services

Comment on The ABC’s of QR codes by QR Blaster

QR Blaster — Thu, 05 Jan 2012 20:51:31 +0000

Thanks for the kind words on the article on Mashable. Much appreciated

Comment on Customer Experience – Turning Bad into Exceptional by Brent Turner

Brent Turner — Tue, 03 Jan 2012 12:15:56 +0000

Hi Ursula: As we chatted about, our site definitely has (a lot of) room for improvement. We are working hard on our next version now, but key to everything we do is the direct, real connections we can make with our users. I am very happy we were able to connect and look forward to staying in touch down the road!

Comment on A Winter Tale of QR Code Cookies by QR Codes for Local Business

QR Codes for Local Business — Thu, 29 Dec 2011 14:03:34 +0000

[...] CodeOver the next few days I will post several lessons that will help you learn the ins and outs of effe…rst a little bit of history! Well, in plain truth, the QR codes are nothing more than fancy version [...]