March 2024
New Feature
Passive Feedback Alert
Similar to the Poor Feedback Alert that fires when a customer responds to your NPS question as a Detractor, you now have a dedicated Passive Feedback Alert that can fire when a customer’s NPS response is Passive.
In the past, there was a setting on the Poor Feedback Alert that would trigger that alert if the customer’s response was Passive. If you had that setting ON, we’ve migrated you to this new dedicated Passive Feedback Alert already.
The Passive Feedback Alert is found in your Alerts & Notifications section, and also from the alerts for User Settings. You simply flip the switch to the ON position to set LoyaltyLoop to alert you of Passive responses.
By default, the Passive Feedback Alert fires based on responses to your NPS question. If you click the Edit button next to the alert, or view it in User Settings, you can also set LoyaltyLoop to fire this alert for passive responses to the Product Quality (PQUAL) and Customer Satisfaction (CSAT) questions.
New Feature
Resend Survey Link Feature
Sometimes you need to resend your LoyaltyLoop survey link to customers who deleted your survey invitation email, or made a mistake on their survey response. This new features makes it simple to resend your link.
There are 2 different situations, or customer use cases, we address with this feature.
- If your customer gave feedback, but made a mistake and needs to update their response.
- If your customer deleted your most recent survey invitation, hence they cannot give you feedback.
If you want to request new feedback from a specific customer directly (i.e. not part of an automated survey launch), use the new Request Now feature.
Watch this new help video (no audio), showing how to resend survey links.
New Feature
Did you know you can run Google review campaigns on demand?
A standard feature of LoyaltyLoop Promoter plan is the process of automatically engaging customers to post reviews on Google when they give feedback. But did you know you can run a Google Review campaign to your survey respondents at any time you want?
Use the Campaign feature of LoyaltyLoop Promoter plan to send review requests. Whether you choose to request reviews from all of your survey respondents from last year, just your Promoters from this month, or just select contacts from one company domain, you can create multiple campaigns tailored to each group, helping you increase your Google reviews.
Below is a new help video, also found in your Help section of LoyaltyLoop, explaining exactly how to use this great capability.
Learn
Leveraging Net Promoter Score in Your Business
Section 3: What is Net Promoter Score? Let's break it down.
Net Promoter Score, or NPS, is an industry-standard measurement of customer experiences and predictor of future business performance.
NPS is a customer loyalty metric that businesses use to understand how their customers truly feel about a product or service. It uses the question, “Would you recommend this company to a friend?” as a way to get the customer thinking outside of the minutia of their personal experience and instead think critically about their relationship with the business.
After years of research and data collection, Fred Reichheld came to the conclusion in The One Number You Need to Grow, that “the percentage of customers enthusiastic enough about a company to refer it to a friend or colleague directly correlated with growth rates among competitors.” He found that when a person recommends a company or product, it triggers an emotional response, as they are putting their own reputation on the line backing that business. If they are suggesting it to a friend or colleague, they are standing up for the product in a way that they risk their own reputation– a true testament to loyalty.
Net
Final, after all deductions or considerations.
In terms of income and profit, the word “gross” includes all the income that is received, regardless of expenses. “Net” is usually what is left after subtracting expenses from the gross.
“Net”, in the case of Net Promoter Score, refers to the subtraction of your critics from your super fans, giving a net number that is used in the calculation.
Promoter
One who contributes to growth or prosperity.
Promoters are people who love your business or brand. They are your super fans and are key to the success of your business.
We will talk more on the term “Promoter” later in the paper, as it is a key principle behind Net Promoter Score.
Score
Number kept track of.
We all know about scores from sports and school. In the case of Net Promoter Score, it is a measurable metric that can be compared over time to help businesses understand their customer loyalty and guide their future business practices.
This is the “number” that Fred Reichheld is referring to in his article, One Number You Need to Grow.
Put it all together and… Net Promoter Score is an industry-standard measurement of customer experiences and predictor of future business performance.
“Net Promoter Score (NPS) is a customer loyalty metric that businesses use to understand how their customers truly feel about a product or service”
Tune in next month for the next section from our latest whitepaper “Leveraging Net Promoter Score in Your Business”.
Airline travel these days can be…frustrating, to say the least. At its worst it can be downright terrible. And when things go wrong, the customer service is usually not much better than the delay or cancellation itself. Despite all the challenges of customer satisfaction in air travel, one airline consistently ranks up top as one of the best airlines for customer service in the economy/basic economy segment – Southwest Airlines.
How does Southwest Airlines keep customers so happy? Of course, there is not just one answer - Southwest employs a range of techniques that benefit not only the customer, but also the employees, and the bottom line.
According to this article from Business.com, “Southwest offers multiple avenues for customer support, it treats its employees well, and it makes excellent customer service its mission.”
Offering multiple avenues for support gives customers the flexibility to reach out in the best way for them – if that’s a phone call, live chat, or email. They also offer a range of services on their app to reduce the number of customer service touchpoints, including changing flights and pre-checking bags.
Southwest takes care of its employees. This doesn’t just mean offering good benefits (which they do) such as retirement plans and good healthcare. It also includes empowering them to take control of their own careers with professional development and opportunities for advancement. Taking care of employees shows that you care, which will benefit both them and you in the long run.
Lastly, Southwest “makes excellent customer service part of its mission.” According to Southwest’s website, “The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and Company Spirit.” If you have flown Southwest, you have probably noticed the extra-friendly and happy employees, who genuinely seem to be having fun at their jobs. These happy employees translate to happy customers!
To learn more about Southwest Airlines’ customer service, check out the full article from Business.com: "Southwest Airlines: A Case Study in Great Customer Service"