On Sage’s Customer Loyalty Program

NB: This is for Sage Partners only. The rest of you can hit delete.

The Customer Loyalty Program is perhaps the best program that we (Sage) have available. I am constantly surprised at how few partners take advantage of this free program. All you need to do is Enroll in the Sage Customer Loyalty Program by September 16, 2011.

The program provides you access to a powerful surveying tool that will be deployed to your customers With this vital information you can develop strategies to improve customer retention and loyalty.

Here is a Top 10 list developed by Diana Waterman who runs the program for us.

Top 10 Reasons why you don’t want to miss out on the CLP

  • You’ll find out how your customers really feel about your organization.
  • There is no cost to participate because Sage is picking up the tab.
  • Sage’s third party vendor administers the survey on your behalf.
  • You’ll have access to a dashboard that will enable you to view results from each of your individual clients.
  • You can customize your survey by selecting from a bank of additional survey questions that match your business offerings and add them to the standard questions.
  • See how you stack up against your peers and compare yours ranking results against overall partner benchmark for the product lines that you carry.
  • You’ll get a Customer Loyalty Program Workbook that will help you understand the concept of the Net Promoter survey, the scores, and how to make the most of it for your business.
  • You can compare your scores year-over-year.
  • You have an opportunity to win one of four President’s Circle Customer Excellence Award spots for the highest promoter scores in an eligible product line category.

We only off this program once per year. Don’t miss the September 16 enrollment deadline. Complete the Customer Loyalty Program online Enrollment Form today! Log on to the Sage Partner Marketing Resource Center and select the Partner Programs tab.

If you have any questions about the Sage Customer Loyalty Program, please contact  Diana Waterman at 703-443-6584.


Customer Service Transparency

MAS 90 Guru, Wayne Schulz told me about a cool customer service feedback mechanism that 37signals uses. 37signals are the creators of TypePad, MoveableType and other blogging solutions Basecamp, Highrise, Backpack, and Campfire, all web-based collaboration software solutions.

imageWhat they do is post, for all the world to see, the rating of there most recent 100 interactions with customers on a simple three point scale: great, just OK, and not so good. They tally the ratings and post them on a real time basis.

This is brilliant. It is simple, easy to understand, and I would think relatively easy to do.

How about doing them one better and posting it on your home page?

My First Interaction with The Geek Squad

On Sunday, I had my first interaction with Best Buy’s Geek Squad when my new Mac mini failed to connect to my Windows 7 HomeGroup network. I have to say the experience was disappointing to say the least.

This morning I got a survey from them regarding my experience. I rated them a 2 on the NPS question (what is the likelihood that you would recommend us to a friend/colleague).

Here were my comments at the end of the survey. Let’s see what they do with them. Ryan was the name of the “Agent” with whom I spoke.

    1. Ryan was clearly reading from a script. While I understanding your wanting to give a consistent experience to callers, it would be better if they actually cared, rather than reading me something that says they care. I have talk to other companies tech support in India who (while it was difficult to understand them) clearly cared about my situation.
    2. Ryan tried nothing to solve the problem and made zero suggestions. I called Apple (the problem was with a new Mac mini) and the problem was solved in five minutes.
    3. I really like my Best Buy experience and I am a promoter of yours (yes, I recognized you are using Reichheld’s Net Promoter Score concept), but this was my first interaction with the Geek Squad and it was quite disappointing, put me down as a detractor.

Insights Session – Enhancing Your Customers Experience

On Tuesday, May 18th at 3:15pm at Sage North America’s annual partner conference, Insights, I will be co-presenting a session with Apryl Hanson of Blytheco entitled Enhancing Your Customers Experience (GEN54).

This session will be dedicated to the possibility that we can create deep, meaningful experiences for customers. Creating such experiences is hard work and not for everyone. It requires us to think differently than we have in the past. We are the ones who must change, not our customers. You are hereby invited by myself and Apryl to open a dialogue on a new model for building customer experiences.

image For those of you who plan on attending the session, please comment below with any thoughts or questions that you would especially like me to address during our time together.