ebook: what are your customers saying?
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1 getSayDo.com
What do
customers saywhen you’re not in the room?
2 getSayDo.com
Customer feedback can be:
costlyinconsistent
insp
iring
outdatedh
idd
en
overwhelming
info
rmative
insightfulignored
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Wouldn’t it be great if every employee could
access customer feedback anytime?
How do businesses know...
...if their messages are resonating?
...if their actions are meeting expectations?
...what’s working and what’s not?
4 getSayDo.com
How getSayDo™ provides:
transparent business feedback
PROVIDE feedback
Customers rate your business in less than a minute.
Customers answer 6 key questions about their experience working
with your business.
REQUEST feedback
Make unlimited requests and we take care of the rest.
Send automated email requests with the click of a button.
VIEW feedback
Stakeholders share an aligned view of your customers.
Aggregated results are viewable by your chosen stakeholders.
5 getSayDo.com
Keep stakeholders aware of how often customer expectations are met.
Explore getSayDo™ and learn about new ways to drive business growth.
getSayDo™ Feedback Dimensions
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CuStomer FeeDBACK DimenSion
use the fewest words possible.
Avoid words that might show up in a spelling bee.
Keep it easy to understand, and it’ll be easy to share.
Clarify when and why customers need you.
Be able to describe your business in five words or less.
metaphorically, don’t tell people you’re funny, tell them a joke.
Offer Clarity I understand what the business can do for me.
Tips to improve customers’ ability to understand your offer:
Why monitor Offer Clarity?
A confused prospect is a lost customer. Use getSayDo™ to monitor how clear customers are on what your business can do for them.
“If you can’t explain it
to a 6 yr old, you don’t
understand it yourself.”
– Albert Einstein
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CuStomer FeeDBACK DimenSion
Lead with a simple roadmap:
• Where are we going?• Why?• How will we get there?• What is required of the
customer?
require the least amount of your customer’s effort as possible.
remember, you think about your business daily. Customers do not.
Onboarding & SetupThe business got things going to my satisfaction.
Tips to improve how customer's are onboarded and setup:
Why monitor Onboarding & Setup?
Business buyers are busy. Onboarding & Setup should make work-life easier. As a getSayDo™ member, you can evaluate the degree to which customers believe you’re getting their purchase(s) up and running.
“Get in. Get out.
Don’t linger.”
– Raymond Carver
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8 getSayDo.com
CuStomer FeeDBACK DimenSion
invest in your employees.
• on average, 71% of employees are not engaged.
• Less than 50% of customer facing employees know what their company stands for; or what makes their company different.
• in most companies, only 5% of employees actually know the strategy.
make sure employees can, and are willing to, deliver the expectations that sales/marketing creates.
make sure employees can keep a pulse on what customers think about their work.
Deliver ExpectationsThe business has met my expectations.
Tips to improve how customers’ expectations are delivered:
“Simple, straightforward
strategies get executed
as planned.”
– Lawrence McGlown
Why monitor Deliver Expectations?
Customers buy outcomes – the benefits that result from your product/service. As a getSayDo™ member, you will be able to monitor how well employees are delivering your customers’ expectations.
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9 getSayDo.com
CuStomer FeeDBACK DimenSion
Keep every function informed.
Communicate ‘how’ your company executes.
tell customers what you’ve done about their feedback.
empower employees with the knowledge and resources to directly address customer concerns.
A strong value proposition, one that is desired most by the market, compels employees to deliver on it consistently.
Personnel & SupportThe business is responsive to my daily needs.
Tips to improve your Personnel & Support:
“You need to move
your own people
before you can touch
a removed audience.”
– Alan Wipperfurth
Why monitor Personnel & Support?
Customers will judge your company not only by what you did for them, but how. As a getSayDo™ member, you can evaluate the degree to which customers feel aligned with and supported by your employees.
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10 getSayDo.com
CuStomer FeeDBACK DimenSion
never start messaging with price.
nor close with price.
Determine how your benefits yield financial gain for customers.
Dollarize your value.
For example:
Avg. Customer Feedback Costs
by Phone $10k/surveyby mail $6k/surveyby email $4k/surveyw/ getSayDo™ <$2k/year
Price to ValueThe business is worth the money they charge.
Tips to improve customer’s perceived Price to Value:
“Establish a ‘No
Negotiation’ policy.”
– Mark Hunter
Why monitor Price to Value?
Price is tricky. Charge too much, and expectations may be too lofty. Leave pennies on the table, and you risk under appreciation. As a getSayDo™ member, you can monitor how customers feel about the price they paid for the value received.
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11 getSayDo.com
CuStomer ADVoCACy DimenSion
1. Follow through on every commitment.
2. re-read pages 6-10.
Likelihood to RecommendI would recommend the business to people I know.
Tips to improve customer’s Likelihood to recommend:
“Easy and enjoyable
experiences, from start
to finish, drive advocacy.”
– Michael Manross
Why monitor Likelihood to Recommend?
Do customers advocate for your business? To what degree? As a getSayDo™ member, you can track customers’ willingness to share favorable stories about your company.
12 getSayDo.com
Be informed, across functions.
SalesUse customer voice
to sell genuinely.
MarketingUse feedback to guide
offer distinction efforts.
PurchasingUse employee voice to monitor
vendor relationships
StrategyUse strengths & weaknesses
to plan objectively.
To learn more, email [email protected] or call 317-800-8319.