Welcome to our July e-newsletter – with more ideas of how to ensure you are making informed decisions to help grow your business.
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Message from Glenn
At DataPro Solutions we’re focused on helping you make informed decisions using your customer data, through:
You’d be surprised at the number of businesses who don't do these things. If you don't have a good CRM (customer relationship management) system already - talk to us about developing one. If you want to run a satisfaction survey this year, or to segment your existing data to help you tailor communications to your customers then talk with us about how we can help. To find out more, read below, or get in contact - call me on 03 376 4525 or email me for a no obligation discussion on how we can help your business. Finally - just to let you know that our very own client feedback survey will be heading out to all existing clients shortly. Thanks in advance for your time - we really do value your feedback. Kind regards,
Glenn Seymour, Managing Director |
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We are often asked by our survey (Insight) clients about the
link between customer satisfaction and companies’ financial performance. While it
seems intuitive that if you survey your customers and then make improvements based
on the feedback, your customers will be more satisfied and therefore come back,
spend more and generate positive word of mouth referrals - but can this be measured?
Fred Reichheld’s book “The Ultimate Question” attempts to answer this, finding a
direct link between company performance and the number of absolute advocates (promoters)
a company has. To find out more 
What’s In Your Newsletter?Average Joe or Very Smart?Imagine you regularly buy a service from a company, ‘Average Joe’. Each time you buy you get the same service as someone who has never bought before, even though over time you have spent hundreds or thousands of dollars with this company. Average Joe’s staff don't recognise you when you make your purchase and their marketing department sends you emails and letters about products and services that aren’t at all relevant to you. In fact, you have mentioned this to them in the past, but it hasn’t made a difference. There are some services that Average Joe sells that you don't even know about, so you buy those from company ‘Very Smart’. Very Smart has your contact details and knows what you have bought from them. They acknowledge you as a regular customer every time you buy and make helpful suggestions about other things you might like to buy that are relevant to you. They aren’t always perfect and after your last purchase, they asked for some feedback about what they could do even better. You gave them your feedback. They then wrote to you and thanked you, acknowledging that they could do better and gave you a voucher for money off another service. This is the service you always buy from Average Joe, so you now buy this from Very Smart and never go back to Average Joe. Plus – you tell all your friends about how they listened to your feedback and treat you as a real person! This might be a bit exaggerated...but I am sure you have experienced this personally as a customer and can maybe see parallels with your own organisation. Take the test!Which company are you most like and what can you do better? Click here find out more. 
Want to know more?To find out how you can manage your customer relationships smarter call Glenn Seymour on 03 376 4525 or email glenn@datapro.co.nz. Winter is Here
The ski season is now in full swing, so get your skis and boards at the ready. We’ll process more than 10,000 feedback surveys between now and September to help the ski areas (Ski Areas Association of New Zealand) receive regular and up to date feedback. They review the results throughout the season and make constant tweaks to improve their service. They also use demographic and purchasing information to feed into their marketing programmes. Having run the surveys for 6 years, SAANZ and its members value the ability to measure trends over time. To read more about customer feedback for SAANZ and the ski areas click here. Where We LiveLast October the team shifted into brand new purpose built offices in the Christchurch suburb of Ferrymead. We’re next to the Heathcote River, overlooking the Port Hills and are currently enjoying our first winter in a modern, warm and insulated office! The kettle’s always on, so feel free to pop in and visit. For our address and a location map click here. 
Want to know more?To find out more about anything we’ve talked about, or to give us feedback - call Glenn on 03 376 4525, or email glenn@datapro.co.nz. |
