Collect Real-Time Feedback During the Conference
With QR codes placed on their ID tags and on strategically located posters and fliers, attendees could easily share mobile feedback with the conference organizers. Using Kampyle’s easy-to-use and intuitive mobile forms, feedback could be given on either the whole conference, specific presentations or any aspect of the event. Powerful real-time reporting and segmentation allowed the conference organizers to analyze feedback based on attendee profile (i.e. associate vs. CEO), session, presenter, and other variables. As some of the presentations were given several times (over the course of 3 days), adjustments and improvements could be made based on the attendee feedback.

A Multi-Media Event Invitation
Prior to the event, invitations for the evening performance at the conference were sent out to the attendees. While basic information about the performance was written on the brochure, it was impossible to provide a full, multi-media description on a piece of paper. By including a QR code, attendees could visit the website of the performer and get a real taste in advance.

Full Service ID Tags
Attendees at the conference were given ID tags to facilitate introductions and socializing. However, these tags did much more than just identify the wearer. With a multi-purpose QR code included, attendees could scan their own or others’ tags and view the following options menu:

• View Conference Schedule – attendees could check times and locations for every presentation or event at the conference.
• Pre-Order Drinks – attendees could pre-order their drinks to be ready at a specified time. This fun feature was widely appreciated with long waits at the bar completely eliminated.
• vCards – attendees could easily save to their smartphone (or email to themselves) the contact details of the person whose ID/QR code they just scanned.
• Collect Real-Time Feedback – as described above, attendees could share feedback about the overall conference or specific sessions with the event organizers.

Recycling QR Codes
At the end of the conference, attendees could scan the QR codes on their ID tags and access materials such as presentations, pictures and videos, from the event. There was no need to print custom QR codes for this as redirecting QR codes can be easily done without limitation.

Tips for Your Next Event
Here are some tips for making your event a QR code success:

• While people attending B2B events generally have smartphones, many do not have QR code scanner on their mobile device. We advise emailing all attendees in advance, suggesting that they download a QR code scanner so they can fully enjoy the event. Of course, make sure to include several recommendations (and download links) for various devices and operating systems.
• The conference host we worked with, enthusiastically promoted the usage of QR codes at the event. Without a question, this was enormously helpful in getting people not familiar with the technology to check it out and use it. At your event, make sure that you actively participate in marketing QR code usage.
• QR codes need to be fun to attract a wider audience. By including things like pre-ordering drinks and providing access to multi-media content, more people were persuaded to give the technology a whirl.
• As attendees don’t always take their ID tags with them wherever they go, make sure to place QR code posters and fliers at various strategic locations to ensure that folks have access to whatever you are offering via the QR codes. In our case, it ensured they always had access to the online schedule, pre-ordering drinks, and the option to leave feedback on the conference.

About the Author

Zev Schonberg is a Marketing Communications Manager at Kampyle. He loves learning about how technology impacts business, riding singletrack on his mountain bike and writing an occasional blog post.

You can connect with Zev via Google+, Twitter or LinkedIn.

Feel free to contact him about Kampyle and other fun things!

Image Credits: QR image via Shutterstock.

To discover how Kampyle can transform your event with QR code technology – contact us today!

New to Kampyle? Request a Demo!
You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough
overview of Kampyle’s Feedback Solutions.

I’ve Got a Problem But I Don’t Know What it is
Kampyle clients in this space have seen how lack of visibility into the user experience not only let usability problems go on for too long, but also greatly hampered informed site redesigns and decision making.

For example, before using Kampyle, one of our manufacturing clients faced the following challenge:

• Distributors were complaining that the dealer intranet, meant to make selling easier for them, was actually very difficult to navigate and use. Key sales material, documents and other information was frequently outdated, unavailable or hard to find.
• Additionally, distributor phone calls were flooding the corporate office with request for assistance in locating documents, tools or information that should have been available via self-serve on the site. This drained staff resources and compromised other corporate activities.
• At the same time, with the distributor complaints being anecdotal and verbal, it was very difficult to identify the real issues and take the necessary steps to improve the user experience.

Optimizing Sales Enablement with Feedback
By using Kampyle’s feedback platform across their entire intranet, the company enjoyed the following results and benefits:

• The detailed feedback that was collected online, eliminated guesswork and assumptions in the re-design process, and made it crystal clear what areas needed improvements, optimizations or other changes.
• The newly revamped site now truly facilitates dealer sales efforts, with easy access to essential information and documentation.
• Ongoing feedback collection keeps management aware of any usability issues, with the relevant teams informed in real-time so they can take the appropriate action.
• The feedback platform also streamlines and economizes customer support with customizable auto-response emails, and intelligent prioritization, escalation and distribution of dealer feedback.

Image Credits: Internet image via Shutterstock.

To discover how Kampyle can help take your intranet or business hub to a whole new level – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.

The question is, what exactly can you do about this. In the world of actionable NPS, your goal is not to just measure overall customer satisfaction levels. Rather you want to gain insight into what needs fixing so you can chart an informed course for increased customer satisfaction and outsized corporate growth. On a practical level, converting Detractors and Passives into Promoters is a key part of this process.

Detractors vs. Passives – It’s All About the Details
When dealing with Detractors, follow-up with the customer is usually more straightforward. Detractors very often will provide you with detailed and concrete feedback that you can directly address and take care of, which will invariably lead to a delighted customer or Promoter.

Passives, on the other hand, despite their neutral position, are much more challenging to deal with. Generally speaking, they are reasonably satisfied with your product or service, don’t have any burning issues, yet are still unlikely to enthusiastically recommend your company. This lack of a concrete problem to target and fix, makes converting them into Promoters much more difficult.

Customized Follow-Up for Passives
Despite the difficulty in converting Passives, they still represent a customer segment that should be won over in some fashion. Here are three potential approaches for eliciting a detailed response about why customers define themselves as Passives:

• Craft a customized follow-up question specifically for Passives in your industry/space. Imagine you were the Passive and being asked the follow-up question. What would catch your attention and get you to respond in detail about your experience?
• Communicate to the Passives that you take their feedback seriously. You can highlight this on your website, company newsletter and social media outlets. (Case studies showing how Detractors were converted to Promoters when their feedback lead to improvement and change are ideal for this.) This approach offers dual benefits. It shows Passives that your company truly has the customer in mind – something most people would consider worth recommending. Additionally, it encourages Passives to respond with detailed feedback, as they see it really can make a difference.
• In the online environment, use page-level, feedback forms that make it easy for everyone, even the most dispassionate Passives, to leave categorized and detailed feedback. The shorter and easier it is to share feedback, the higher the chances that customers will actually do so.

I’d love to hear what you think about all this in the comments section below.

About the Author

Zev Schonberg is a Marketing Communications Manager at Kampyle. He loves learning about how technology impacts business, riding singletrack on his mountain bike and writing an occasional blog post.

You can connect with Zev via Google+, Twitter or LinkedIn.

Feel free to contact him about Kampyle or other fun things!

Image Credits: Thumbs up image via Shutterstock.

For more information about Kampyle’s Net Promoter feedback feature – contact us today!

New to Kampyle? Request a Demo!
You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough
overview of Kampyle’s Feedback Solutions.

Now I Can See What You Mean
The simple solution to all this is Kampyle’s screen capture feature that allows online visitors to create and edit a screenshot of what they are seeing and submit it along with their feedback. Using the cross-platform, screen capture tool, customers can easily zero in on the relevant part of a page or process with Selection and Highlighting tools. Personal details and other sensitive content can be masked, while free-text comments allow for a written description to be included as well.

Advanced filtering allows you to focus on feedback items that include annotated screenshots, as well as intelligently distribute to the relevant teams or persons. With the visual feedback greatly clarifying customer issues, any follow-up or necessary optimization is much more effective and efficient.

To discover how Kampyle’s Enterprise Feedback Management platform can help you transform your company – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.

Of course, every website has a unique look and feel and this post is the second in a series highlighting our clients’ creative customizations of our feedback button.

We previously covered some excellent custom designs of our traditional feedback button. Now we’ll take a look at some vertical, floating versions that many of our clients have found to be highly effective for collecting feedback.

The A1 Telekom Vertical Feedback Button
A1 Telekom, Austria’s national telecom company provides their customers with landline, mobile, internet and television services. To ensure high levels of customer satisfaction, feedback is collected on designated pages and processes throughout A1’s website. Their vertical feedback button, always visible in the bottom right-hand corner of their web pages, has been nicely customized to match A1’s overall site design.

The Conversion Rate Experts Vertical Feedback Button
Conversion Rate Experts, an international web-marketing consultancy is known for pioneering a new approach to conversion rate optimization (CRO) called the CRE Methodology™. The company serves clients like Apple, Sony, Google, Vodafone, SEOmoz, SEO Book and many others. As experts in facilitating online conversions, they have found that customer feedback is an intrinsic component in this process. Additionally, they are using Kampyle’s Net Promoter Score feedback forms to measure this important customer satisfaction metric. Conversion Rate Experts’ vertical button blends in nicely with their site design, yet is fully visible at all times, floating on the right-hand side of their web pages.

The Folica Vertical Feedback Button
Folica is an ecommerce site that “is all about the hair”. The company is dedicated to educating their clients about the hottest hair trends and providing them with the best new hair products and tools available on the market. They are clearly focused on providing excellent customer experience with their engaging, vertical feedback button. Site visitors can click on the button for a quick and easy way to share feedback, access customer service and get answers from the experts on all their hairy questions.

The GoldMoney Vertical Feedback Button
Established in 2001, GoldMoney offers their international customers the ability to buy precious metals such as gold, platinum, palladium and silver. The company also provides secure storage facilities in Zurich, Hong Kong and London. Their vertical button, floats on the right-hand side of their website, clearly inviting visitors to share their feedback.

To discover how Kampyle’s feedback solution (buttons and all) can help you transform your company – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.

Getting Customers to Respond
In addition to all voters (to date) stating they would “base NPS on just those who responded”, I got some great responses from Rob Markey (partner at Bain & Co. and co-author of the book) and Andy Sackley of Satmetrix.

Markey defined a more balanced approach. He wrote “there are only a few companies who have attempted to “adjust” their NPS based on non-responders, and we’re not certain that’s the right thing to do. We are certain, however, that ignoring the non-responders altogether isn’t right, either. And even worse is to think — without validation or verification — that non-responders’ NPS or purchase behavior is roughly similar to the average of the responders.”

Sackley, in a similar vein, noted that “it’s important to understand why people are not responding to your survey, before even attempting to associate non-responders to your Promoter/Passive/Detractor categories”. While “it’s difficult to know if a non-response is really a ‘silent protest’ – maybe that person is just out sick or on vacation” communicating to ALL customers including the non-responders (via email, newsletter or corporate website), a summary of the feedback received as well as what you will be doing to make things better, should be part of “closing the loop”, just as much as following up with clear Detractors or Passives is. This “shows the importance the company is putting on this process and that can help to show people that if they do take the time to respond, it is worthwhile,” making it more likely that non-responders will indeed respond in the next survey, providing a fuller and more reliable picture next time around.

In summary, in an ideal world, getting a 100% response rate will provide an accurate and reliable picture. However, even a less complete set of respondents can provide excellent insight into what is working well and what is not. And more importantly, NPS is a process and as you continue to close the loop with your customers and make continuous improvements, you should see an increasing number of customers sharing their feedback with you as they begin to understand that they can really make a difference.

I’d love to hear what you think about all this in the comments section below.

About the author

Zev Schonberg is a Marketing Communications Manager at Kampyle. He loves learning about how technology impacts business, riding singletrack on his mountain bike and writing an occasional blog post.

You can connect with Zev via Google+, Twitter or LinkedIn.

Feel free to contact him about Kampyle or other fun things!

For more information about Kampyle’s Net Promoter feedback feature – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough
overview of Kampyle’s Feedback Solutions.

Working at Kampyle is fantastic. The atmosphere is one that engenders open and clear communication. This is both, part of the Kampyle culture as well as the culture of the companies that we serve.

In this blog post, one of our senior developers, Mendi Shapiro shares his own view about how Kampyle’s feedback platform impacts the health of Kampyle employees and the employees of our clients.

Smile to Stay Healthy

What our grandmothers already knew, medical research recently proved: there is a direct impact and correlation between the physical and mental state of a person. People who are happy and laugh a lot are less likely to develop illnesses. This means that people should put more emphasis on being satisfied with their lives and worry less in order to be healthy.

I really think that my work as a developer and the work of all my colleagues here at Kampyle is part of the effort to make people happier and healthier.

Why Online Shopping Might Make You Ill

Let’s talk about the pool of our potential clients and the fact that being in the online business is not easy and worries abound. As a website owner you might get frustrated that despite all the hard work of promoting your website the number of customers is still not sufficient and might not provide enough revenue to keep your business running.

For example, if you are managing an online store, you might question if your marketing approach and selling pitch is to blame. Or perhaps sales are slow because the clients cannot complete their orders? Or maybe your customers are unable to find the information to help them make their buying decision, simply to choose the right product or service? Questions and worries wherever you look.

And now let’s get into the shoes of our clients’ customers – online visitors to myriads of different websites. They too have their worries: They are looking for a service or product and cannot find it or cannot figure out how to use it properly. Or they have an idea how to improve the product, service or their customer experience, but feel there is no one to share their idea with.

These customers might be discouraged by the notion that the company or site they are visiting doesn’t really care about them.

In short, bad business on one side and a bad customer experience on the other make us sad, which medical research tells us can be detrimental to our health.

How Kampyle Improves Your Health

This is where Kampyle, and me as a part of it, comes into the picture and makes a contribution to improve the health of people around the world.

Kampyle’s feedback solution will put an end to the worrying questions of what is not working on a website. It’s not that Kampyle will tell you what the problems are, but rather will allow your very own customers to tell you. And when you engage them by listening to and acting on their feedback, they will be thrilled by the improvements made on the site/service/product, leaving everyone involved, much happier and healthier!

To discover how Kampyle’s online feedback solutions can help you increase customer satisfaction, website conversions and sales – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.

Swisscom and KPN Find Success with Kampyle

Recently, Swisscom and KPN, both leading European telecommunication providers, enjoyed significant enhancements in customer satisfaction levels and cost-saving efforts.

Using Kampyle’s enterprise feedback solution for the telecom industry, Swisscom saved over $3 million in live support costs and increased their Net Promoter Score by 20 points.

“The Net Promoter Score metric provided Swisscom with a snapshot of our corporate health. When we asked Kampyle to incorporate NPS in their online feedback platform, we gained a comprehensive, high-level view of our customer satisfaction level, along with the granular and actionable details behind it. This allows us to confidently make the changes necessary to improve the Swisscom customer experience and raise our Net Promoter Score” said Markus Eberhard, Head of Selfcare and Digital Support at Swisscom. Eberhard added that “Kampyle’s multilingual feedback management solution enables us to collect, compare and analyze customer sentiment from the various demographic areas in Switzerland.”

Find out more about Swisscom’s success using NPS-integrated online feedback!

Similarly, KPN was able to identify and address customer pain points in a comprehensive and streamlined fashion with Kampyle’s system.

“Kampyle has been a major game-changer for KPN™. The feedback captured from our customers has brought exceptional value to KPN’s core business and allowed us to respond quickly to operational service issues and make informed and meaningful improvements in our customer service” said Maarten Goedvolk, Senior Web Strategy Manager at KPN. Goedvolk continued “Kampyle has proved it can deliver relevant, real-time results within our organization when and where it matters, and the Kampyle tools and platform have made it easy for us to share data and keep all our major stakeholders informed.”

Discover how KPN used online feedback to reverse customer dissatisfaction and make meaningful changes in their service and support.

To discover how Kampyle’s Enterprise Feedback Management platform can help you transform your company – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.

How to Ride the Waves of Change
So in a nutshell, how does one survive and thrive, whether as an individual careerist whose skills might not be as relevant as they once were, or as a company trying to continuously delight discerning customers in a rapidly changing technological landscape?
Safian answers this question by quoting Charles Darwin’s description of natural selection: “It is not the strongest of the species that survives; nor the most intelligent that survives. It is the one that is most adaptable to change.”
Today both individuals and enterprises need to be agile, evolutionary and open to change. Otherwise, they risk going the way of the dinosaurs.

Staying Fresh and Relevant with Customer-Driven Innovation
In one of my recent blog posts I discuss how to balance innovation while listening to customers. In light of the almost volcanic disruptions we are experiencing, I think this balance is even more important when trying to keep a finger on the pulse of what is hot and new. By collecting customer feedback and understanding the “writing on the wall” (or your feedback forms) you will be able to adapt and evolve so that you or your company remains relevant, valuable and profitable far into the future.

I’d love to hear what you think about all this in the comments section below.

About the author

Zev Schonberg is a Marketing Communications Manager at Kampyle. He loves learning about how technology impacts business, riding singletrack on his mountain bike and writing an occasional blog post.

You can connect with Zev via Google+, Twitter or LinkedIn.

Feel free to contact him about Kampyle or other fun things!

For more information about Kampyle – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough
overview of Kampyle’s Feedback Solutions.

One of the nice things about making your customers happy is that they will often share their appreciation with you and others.

This is exactly what happed when our client Swisscom was contacted by 1to1 Media’s senior writer, Cynthia Clark. She spoke with Markus Eberhard, Head of Selfcare and Digital Support at Swisscom, and from the case study she recently published, it would appear that Swisscom is quite pleased with our online feedback platform.

We want to thank 1to1 Media for allowing us to republish their case study:

To discover how Kampyle’s online feedback solutions can help you increase customer satisfaction, website conversions and sales – contact us today!

New to Kampyle? Request a Demo!

You are welcome to request a tailored live demo to meet your business needs. Our experienced consultants give you actionable advice and a thorough overview of Kampyle’s Feedback Solutions.