24 Aug Return Visit and Website Updates
A couple quick notes/updates I wanted to make everyone aware of…..
First, as much over the past year I have enjoyed being the middle man between messages for each store and the people filling them out on our website, I have come up with a solution to cut myself out. When applicants submit employment applications, charitable requests, and inquiries from the contact us page, they will now go directly to you. I will be sending a test to each of you tonight, please let me know if you do not receive it (it should be within 5 minutes of this email).
Second, with Return Visit, I would like to create a new “1 question” survey to each of our customers. It would work like this……each day after visiting our store, the customer would receive an email from Return Visit asking them to answer two questions:
- Which store did you visit?
- How likely is it you would recommend Monkey Bizness to a friend? (1-10 scale)
This would accomplish a couple of items for us. First, it would allow us to figure out what our Net Promotor Score is for our brand as well as by store. The hard part with tracking net promotor score right now is we have nothing to compare it to other than standard industry data. It would help us all in identifying stores that might need to concentrate more on customer service.
Second, it would allow us to identify our biggest customer “promotors”. These are the customers that praise us to their friends and colleagues. Knowing who our biggest promoters are would then allow us to design campaigns specifically around them with the hope of creating even more promoters. It would also allow us to figure out the characteristics of these people so we could grow even more promoters. There has been significant research that ties the number of promoters a company has to growth.
With the new Return Visit survey going out, I would want to make sure we are not doubling up with any of your own efforts. I don’t want to be asking for too much feedback. I would like to turn this on as of June 1.
Please let me know if you have any questions regarding any of this information.