Automated Customer Feedback To Improve Customer Relationships and Boost Your Online Credibility
Listen360 helps businesses build better customer relationships and improve business operations by giving them an easy way to communicate with customers at key moments of engagement, when they are most likely to share relevant, thoughtful feedback about what is most important to them.
The innovative offering extends MarketSharp’s lifetime customer value marketing campaigns by utilizing Listen360’s ability to boost clients’ online reputations by streaming positive feedback to their websites and encouraging happy customers to share recommendations and promotions on social channels.
By combining Listen360 customer feedback functionality with MarketSharp, you’ll not only increase retention, referrals and loyalty, you’ll…
- Get a steady stream of automated customer feedback
- Identify performance trends to improve business
- Encourage clients to SHARE their experience
- And, boost your credibility with online reviews
In addition for even more online visibility, take advantage of Listen360 Reviews. With Reviews, you’ll generate more reviews on Google+ and Yelp, you’ll see an all new STAR-RATED testimonial page and you’ll be able to monitor reviews on Google+ and Yelp.
View the TUTORIAL VIDEO below…
“What is the likelihood that you would recommend Company X to a friend, neighbor or relative?”
Which is followed by an open-ended elaboration request (What do you like about our products and services?), which solicits the reasons for the rating.
The email survey is auto-prompted in MarketSharp in two ways: first, when a lead’s appointment result is entered and secondly, when a customer’s job is designated complete.
What’s The SCORE All About?
The recipient’s answer to the ultimate question produces a Net Promoter Score (NPS) using a scale of 0 to 10 to give a clear measure of an organization’s performance through its customers’ eyes. Responses are divided into three categories:
- “Promoters (9-10)” are loyal enthusiasts who keep buying from a company and urge their friends to do the same. Promoters are asked to share specific positive comments, which they can also share via social media sites.
- “Passives (7-8)” are satisfied but unenthusiastic customers. Passives are encouraged to give feedback for improvement, which can help build loyalty.
- And “Detractors (0 -6)” are unhappy customers. Detractors are asked to clarify issues so you can save at-risk business.
Based on the nature of the responses, front-line employees and management teams can take appropriate follow-up action. For example, they can call back customers to engage them in a discussion about the feedback provided in an effort to solve problems and/or learn more. By actively intervening, a company can change a negative perception and convert a detractor into a promoter resulting in more long-term, profitable relationships.
Listen360 is a powerful customer listening solution that enables organizations to engage customers, analyze feedback in real time, and transform customers into brand advocates via social media. Our exclusive Voice of the Customer text analytics and innovative dashboards deliver actionable insight to help organizations build customer loyalty, drive growth and increase profitability.
View the Overview DEMO below to learn how 14,000+ businesses use the power of listening to improve loyalty, retention and revenue.
You can have all the feedback features of Listen360 added to your MarketSharp system for an additional $50/company/month. If you also like more online visibility, add Listen360 Reviews for an additional $25/company/month.
To get started using Listen360… Complete the form to the right or call 1-800-335-4254 x. 1 for immediate assistance!