"Our Take" - How Are We Doing

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
5/8/06 - How Are We Doing?
Every so often it's good for us to take a step back to listen to what you think of CRMAdvocate. This time we are not going to ask you to spend your valuable time completing a lengthy survey with too many questions and too little chance of winning a prize.
 
Instead, I have one question for you: "How likely are you to recommend CRMAdvocate Today to friends or colleagues?" I encourage you to let us know what you think.
 
OK, to come completely clean, we've included two additional optional questions so we can better understand your rating. Thank you for taking a moment to tell us what you think of this email newsletter.
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/9/06 - Your Opinion Counts
It's so easy to tell customers that their opinions count but it is often more difficult to put those opinions into action - especially when different customers have opposing opinions. But I promise we are up to the challenge.
 
Yesterday, I asked you to spend a few moments to share your opinions about this newsletter. Thank you to everyone that responded. I’ve looked through some of the feedback and I can already see some great ideas on how to make the newsletter better. If you didn't respond, it's not too late.
 
I want to encourage you to take our three question survey (estimated time: less than 60 seconds) to tell us what you think. This input is very important in guiding the future of the newsletter. If you’ve never responded to this column before, now is the perfect time to start.
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/10/06 - Your Opinion Counts
Thank you to everyone who has given us input on what you like and don’t like about this newsletter. I’ve looked through some of the feedback and I can already see some great ideas on how to make the newsletter better.
 
If you haven’t responded already, it's not too late. Your feedback is very important and I ask you to spend a moment (estimated time: less than 60 seconds) to share your opinions about this newsletter.
 
I want to encourage you to take the three question survey to tell us what you think. This input is very important in guiding the future of the newsletter. If you’ve never responded to this column before, now is the perfect time to start.
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/11/06 - Your Opinion Counts
Thank you to everyone who has given us input on what you like and don’t like about this newsletter. I’ve looked through some of the feedback and I can already see some great ideas on how to make the newsletter better.
 
If you haven’t responded already, it's not too late. Your feedback is very important and I ask you to spend a moment (estimated time: less than 60 seconds) to share your opinions about this newsletter.
 
I want to encourage you to take the three question survey to tell us what you think. This input is very important in guiding the future of the newsletter. If you’ve never responded to this column before, now is the perfect time to start.
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/12/06 - Your Opinion Counts
Thank you to everyone who has given us input on what you like and don’t like about this newsletter. I’ve looked through some of the feedback and I can already see some great ideas on how to make the newsletter better.
 
If you haven’t responded already, it's not too late. Your feedback is very important and I ask you to spend a moment (estimated time: less than 60 seconds) to share your opinions about this newsletter.
 
I want to encourage you to take the three question survey to tell us what you think. This input is very important in guiding the future of the newsletter. If you’ve never responded to this column before, now is the perfect time to start.
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/15/06 - And the Results . . .
Last week I asked you to share your opinions about CRMAdvocate via a customer experience metric called the Net Promoter Score (NPS). This week, I will share with you the results of the survey. In addition, I am going to share with you our experience using this metric.
 
For those that did not respond to the survey, we asked three very simple questions: 1) "On a scale of 1 to 10, how likely are you to recommend CRMAdvocate to a friend or colleague?" 2) "What is the primary reason for your rating?" 3) "Additional Comments." Response was great with a range of feedback from complementary to constructive.
 
While we are still going through the written comments, the quantitative score is easy to compute. The NPS is calculated by subtracting the percent Detractors (scores 1 through 6) from the percent Promoters (scores of 9 or 10). Our NPS is 6%. Actually, almost half of our readers were Passives (in between Promoters and Detractors). Many of the Detractor comments were actually quite positive with comments like “no one comes to mind in terms of a recommendation.” So, was our score affected by happy readers that simply do not consider recommendations an option? What do you think?
 
Gary Lemke, Publisher
(Share your thoughts)
 
5/16/06 - The Rest of the Results
Today, we continue the disclosure of feedback and input we received last week from readers of CRMAdvocate. This input is very helpful to us and we are currently busy assimilating all your input into actions we can take to be of even higher value to you.
 
Over 95% of our readers took the time to write comments on why they rated us the way they did. This tells us that you are very much engaged and interested in helping us make CRMAdvocate as effective as possible. If I were to summarize your responses into categories, the most important things to you are conciseness, usefulness, accuracy, and objectiveness. You also commented on format - see the summary of reader comments.
 
One other comment. Our survey allowed you to respond anonymously. One reader asked if we thought that anonymous comments were more forthcoming than comments attributed to individuals. I have my ideas but I don't have the research to back it up. Does anyone know of research that would answer that question?
 
Gary Lemke, Publisher
(Share your thoughts)