Today, it’s often the case that marketing interactions are isolated from the view of account management teams who are responsible for customer experience and retention. With this new integration, organizations can break down those silos, expand their customer engagement view to include marketing owned journey points, while empowering their account managers to get a full view of their customer interactions (or lack of) across all channels.
This integration works for both HubSpot Marketing and HubSpot CRM (that has HubSpot Marketing enabled) allowing marketers to use their already defined lists in HubSpot to survey customers in real-time. In addition, the survey feedback information pushed from CustomerGauge back into HubSpot can be used to activate promoters as part of existing customer outreach campaigns for reviews and referrals.
Teams now have the power to:
> Follow a guided process to setup a tailored integration best suited for their needs
> Leverage existing HubSpot contact lists to send survey invitations via CustomerGauge and push feedback results back from CustomerGauge into HubSpot for tracking and customer activations
> Benefit from real-time diagnostics for quick troubleshooting of errors and failure retries
“We’re excited to offer our latest two-way integration from Hubspot to all CustomerGauge clients,” says Trishaala Chengappa, VP of Product at CustomerGauge. “This is a massive leap forward in uniting marketing and experience data into one platform and we’re proud that platform is CustomerGauge.”
The CustomerGauge - HubSpot Integration comes as a standard offering with all CustomerGauge systems.
To learn more about CustomerGauge, visit https://www.CustomerGauge.com.
About CustomerGauge
Built from the ground up to cater to the more complex B2B business environment, the CustomerGauge Account Experience™ solution excels at collecting feedback and signals at the account-level and distributing this information in real-time to front-line employees so businesses can proactively retain and grow accounts faster. Account Experience also takes the guesswork out of the experience ROI equation by linking all account metrics and sentiment directly to revenue, in turn, maximizing buy-in from the c-suite ensuring long-term program success and cultural transformation.
*Account Experience is a trademark of CustomerGauge. Copyright CustomerGauge © 2020.
]]>"We believe it's the right thing to do," says Camilla Scholten, COO and Co-Founder of CustomerGauge. "As business owners, we're all in the same boat and doing our very best to manage the developing situation. But more importantly, our employees are also trying to adapt to big changes in their routines like self-quarantine measures taken in both Europe and the U.S. Surveying our employees weekly for a quick wellness check has proven critical in keeping our business operating at normal levels. It only seems right to share access to this tool with other companies trying to keep their remote workforce close and engaged in this time of uncertainty."
CustomerGauge is offering a no-strings-attached instance of their industry-leading Employee Net Promoter surveying solution free for 3 months (full price, $13,000). This will allow companies to send out an anonymous eNPS survey weekly, monthly, or quarterly to better assess the wellness and satisfaction of employees throughout these uncertain times. Survey responses are unlimited.
In addition, companies will be given a fully-functioning dashboard to monitor employee satisfaction trends over time. Employee feedback can be easily segmented by department, division, or global location with a few clicks. This allows business heads and management to be proactive in triaging any unforeseen issues that may arise ensuring their employee bases continue to thrive in a remote environment.
Secure and Scalable.
The CustomerGauge Employee Net Promoter Solution offers best-in-class security and scalability. Featuring single-tenant database for data segregation, AWS VPC and AWS certified OS for added security, OWASP coding practices, 24/7 operational monitoring, in-flight & at-rest data encryption, and Multi-AZ high availability and backups. In addition, the solution is GDPR compliant, HIPAA compliant, EU-US Privacy Shield Certified, and developed with single sign on, permissions, and available in over 30+ languages.
"It was an easy decision for us," says Adam Dorrell, CEO and Co-Founder of CustomerGauge. "Companies everywhere are struggling to stay connected with their employees in a predominantly remote environment. As we enter the post-pandemic world, it’s critical to not only retain your current employees but ensure they stay engaged throughout this transition.”
CustomerGauge encourages anyone that would like to make use of their employee net promoter solution to visit this link and sign up.
To learn more about CustomerGauge, visit https://www.CustomerGauge.com.
About CustomerGauge
Built from the ground up to cater to the more complex B2B business environment, the CustomerGauge Account Experience™ solution excels at collecting feedback and signals at the account-level and distributing this information in real-time to front-line employees so businesses can proactively retain and grow accounts faster. Account Experience also takes the guesswork out of the experience ROI equation by linking all account metrics and sentiment directly to revenue, in turn, maximizing buy-in from the c-suite ensuring long-term program success and cultural transformation.
*Account Experience is a trademark of CustomerGauge. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. Copyright CustomerGauge © 2020
]]>In July 2019, CustomerGauge launched its breakthrough two-way native integration for Salesforce that provided an easy to use interface for Salesforce administrators to write queries in Salesforce Object Query Language (SOQL) to pull and push data to CustomerGauge. This new advancement expands that capability with a powerful multi-object push-pull filter option that comes with an easy to use interface in CustomerGauge for Salesforce administrators to write push back queries.
Salesforce administrators now have the power to:
-Setup multi-object data flows per touchpoint or customer journey.
-Be in control of the data that is pushed back to Salesforce and when, push back all feedback data, push back only certain segments of feedback data etc.
-Create object-level rules to trigger workflows in Salesforce based on feedback data pushed back.
-Ensure that the data is pushed back to the correct Salesforce system from CustomerGauge in the case of multiple Salesforce feeder systems to one CustomerGauge system.
-Tweak/Change the data flow process as the organization evolves.
“While our previous Salesforce integration was already powerful, our customers really pushed us to take the next step in our integration journey with the most popular CRM in the world,” says David Barber, Director of Customer Success at CustomerGauge. "Salesforce systems can vary widely from customer to customer and even between markets. Now with CustomerGauge's new multi-object and multi-filter two-way integration, their data flow can cover every customer journey use case.”
This out of the box functionality comes standard as part of every CustomerGauge system.
To learn more about CustomerGauge, visit https://www.CustomerGauge.com.
About CustomerGauge
Built from the ground up to cater to the more complex B2B business environment, the CustomerGauge Account Experience™ solution excels at collecting feedback and signals at the account-level and distributing this information in real-time to front-line employees so businesses can proactively retain and grow accounts faster. Account Experience also takes the guesswork out of the experience ROI equation by linking all account metrics and sentiment directly to revenue, in turn, maximizing buy-in from the c-suite ensuring long-term program success and cultural transformation.
]]>Decoding Data Quality IssuesData failure and overall quality are some of the largest issues facing B2B companies trying to collect Account Experience data across touchpoints. With multiple data sources like CRMs, Marketing Automation, and Support systems— data consistency and quality can become a major pain point, specifically in B2B.
Now with CustomerGauge’s advanced Data Transport Report program owners, account managers or data specialists can easily track both Email & SMS delivery and errors in real-time right from their dashboards to ensure bad data quality is not preventing the collection vital customer feedback.
This enhanced capability provides:
A high-level overview of the data uploaded and where it is in the funnelGranular insights including 25 new error buckets to act on data failures such as bounces, landline numbers, absent subscriber or incorrectly configured campaigns, etc.Click-through capabilities to view the contacts in each of the bucketsNet Response % based on what was delivered to the customerAnd a real-time trend of your performance over time
"Our customers asked for more granular reporting on survey and SMS deliveries," says Trishaala Chengappa, VP of Product at CustomerGauge. "We're now proud to call our newly released deliverability functionality and reporting the most advanced on the market."
Advanced deliverability tracking benefits companies and programs of all sizes whether it be a single campaign or tracking hundreds of automated surveys across multiple touchpoints, languages, and mediums.
About CustomerGauge
Built from the ground up to cater to the more complex B2B business environment, the CustomerGauge Account Experience™ solution excels at collecting feedback and signals at the account-level and distributing this information in real-time to front-line employees so businesses can proactively retain and grow accounts faster. Account Experience also takes the guesswork out of the experience ROI equation by directly linking all account metrics and sentiment directly to revenue, in turn, maximizing buy-in from the c-suite ensuring long-term program success and cultural transformation.
]]>
Terms of the deal were not disclosed.
The CustomerGauge Account Experience solution excels at collecting feedback and signals at the account-level and distributing this information in real-time to front line employees so businesses can proactively retain and grow accounts faster. Account Experience also takes the guesswork out of the experience ROI equation by directly linking all account metrics and sentiment directly to revenue, in turn, maximizing buy-in from the c-suite ensuring long-term program success and cultural transformation. CustomerGauge is built from the ground up to cater to the more complex B2B business environment and powers brands like DHL, Anheuser-Busch (AB InBev), Xerox, H&R Block, Kaspersky, Electrolux, and Culligan.
"We're thrilled to have a highly regarded financial partner like RAC on board," says Adam Dorrell, CEO of CustomerGauge. "There is a massive demand for B2B companies to focus on and grow retention in their businesses, and we're excited to meet this market demand together with a great long-term partner like RAC."
RAC invests in high-growth B2B software companies and provides funding and resources to support companies across their entire lifecycle. The organization is a part of The Riverside Company, a global private equity firm focused on the smaller end of the middle market, founded in 1988.
To learn more about CustomerGauge, visit https://www.CustomerGauge.com.
To learn more about RAC, visit https://www.riverside.ac.
About CustomerGauge
CustomerGauge is a software-as-a-service platform that helps clients improve and monetize their B2B Account Experience. The system automatically measures and analyzes feedback, reduces churn through close-loop tools, and helps retain accounts. Results are published and analyzed in real-time, using a highly customizable reporting tool, making it ideal for businesses—from fast-growing SaaS companies to global enterprises. For more information, visit www.customergauge.com
About Riverside Acceleration Capital Riverside Acceleration Capital (RAC) provides flexible growth capital to expansion-stage B2B software and technology companies, through an investment structure that maximizes alignment while minimizing dilution. RAC is part of The Riverside Company, a global private equity firm focused on investing in growing businesses valued at up to $400 million. Since its founding in 1988, Riverside has made more than 600 investments. The firm's international private equity and structured capital portfolios include more than 100 companies. For more information, visit www.riverside.ac
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The new location will be housed on CustomerGauge’s own site, www.customergauge.com/benchmarks, and renamed to commemorate the shift in additional B2B benchmarking information to come: Experience Benchmarks.
Started in 2009, NPS Benchmarks has become an open source repository for published Net Promoter Scores. In that time, it has expanded to enable community members to publish their own scores and comment in forums, as well as provide guidance on how to present company Net Promoter Scores in the most transparent way. In 2016, CustomerGauge increased the site further to include blogs and discussion forums for community members eager to offer their own expertise.
CustomerGauge also provides far reaching industry research in collaboration with MIT CISR to help further the Net Promoter movement. Since then, countless brands—from HPE Software to Apple—have embraced and engaged with the benchmarking community.
Today, CustomerGauge announced that they are no longer owners of the www.npsbenchmarks.com URL and will not support the site, but will instead be shifting the entirety of its content and Net Promoter Score database to the new www.customergauge.com/benchmarks URL, for Experience Benchmarks.
“We know the NPS community will miss the old URL, but we assure them and all our followers who love NPS Benchmark’s free content, that it will all be available at its new home on Experience Benchmarks—along with new additional free benchmarking information to come,” says Ian Luck, Director of Marketing at CustomerGauge.
As part of the move, in addition to the Net Promoter Score database, CustomerGauge will extend the benchmark library to other B2B customer experience KPIs.
“It’s important to us that customer-centric companies—big and small—looking to better themselves, aren’t subjected to the pay gates around most benchmarking information,” explains Luck. “One of the core values of CustomerGauge and the NPS Benchmarks community is a commitment to open-source and transparent information. We’re excited about what’s to come for our benchmarking community and the customer experience industry as a whole.”
Ian Luck, Director of Marketing at CustomerGaugeFor more information on the URL move to www.customergauge.com/benchmarks, contact marketing@customergauge.com.
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Amsterdam, July 8th - CustomerGauge, a Software-as-a-Service platform that helps clients improve and monetize the Account ExperienceTM (AX), today announced the latest application enhancement to its native integration with Salesforce, the global leader of CRM. The new functionality, specifically designed to manage complex business processes allows for flexible, multi-object queries for two way integration between Salesforce and CustomerGauge. This provides an easy to use interface for Salesforce administrators to write queries in Salesforce Object Query Language (SOQL) to pull and push data to CustomerGauge.
In partnership with our clients we have matured our Integration Hub to make it simple for administrators to make the most complex queries. Our native integration with Salesforce demonstrates our continued commitment to facilitating seamless data flow between systems, so experience teams can focus on what’s most important - the customer.
Trishaala Chengappa, Director of Product, CustomerGaugeCustomerGauge has offered multiple ways for its clients to integrate to Salesforce (and 13 other CRM systems including Microsoft Dynamics and Netsuite) for several years now — via APIs, native and out-of-the-box functionalities. The CustomerGauge integrations work with existing CRM workflows and processes, helping clients collect, analyze, and act on customer feedback throughout the customer journey. The newly built native integration sits on top of the existing Integration Hub, adding an extra layer of configurability specifically for Salesforce administrators.
The new native integration between CustomerGauge and Salesforce enables organizations to empower their administrators to:
- Follow a guided process to setup a tailored configuration best suited for their needs
- Write Salesforce Object Query Language (SOQL) to clearly define the data (multi-object) to be pulled from their Salesforce system, the sync frequency, and the data to be shared back with the Salesforce system
- Deploy the integration within minutes and leverage real-time diagnostics for quick troubleshooting of errors
“ While many applications provide inbuilt integration modules that are simple and easy to use, they can only cover the most basic of use cases. The new CustomerGauge ‘native integration’ module combines the ease-of-use that our customers have come to expect, with the ability to drop right down to Data Query Language level, meaning that we now have the tools to deal with even the most complex of integration requirements.”
Antony Laycock, Director of Software Engineering, CustomerGaugeDepending on their business needs and access to technical support, organizations can pick the integration option best suited for them. CustomerGauge has made its new native integration version available for all customers.
]]>April 24, Boston — Originally announced to the general public at their March 2019 Monetize! Amsterdam conference, CustomerGauge’s Account ExperienceTM solution will empower B2B enterprises to harness their digital transformation to interpret—and anticipate—customer needs and account sentiment at scale. This dedicated B2B CX solution will also enable organizations to identify additional revenue streams and grow existing accounts.
“When you work with ‘million-dollar’ B2B customer accounts, the value of customer experience data is critically important. For years, B2B companies have had to rely on CX tools oriented for consumer B2C experiences, which fall short of the multi-contact and hierarchical complexities that is the reality of B2B relationships. In a field revolving around B2C CX solutions, CustomerGauge is introducing Account Experience—the future of B2B CX. ”
Adam Dorrell, CEO, CustomerGaugeCustomerGauge’s AX solution, purpose-built to support the needs of B2B companies and their sophisticated organizational hierarchies, includes:
Account-Level Focus:
Monetization Metrics:
Rescue & Growth Solution:
The system is live and being rolled out to customers now. For more information on this groundbreaking new CX technology, visit https://customergauge.com/account-experience.
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Boston, MA—During their Monetize! Amsterdam event, CustomerGauge, a leading SaaS provider of experience management solutions, announced the release of their first in a series of up-and-coming research and publications on B2B CX: Account Experience: How to Monetize Accounts, Grow Revenue and Deliver Exceptional Experiences in the B2B Economy.
As part of their research, CustomerGauge took a deep dive into the customer experience technology and services marketplace to determine whether the current practices and available technologies were serving Business-to-Consumer (B2C) and Business-to-Business (B2B) models equally. The results were startling.
Not only were many CX best practices isolated to single-contact experiences—i.e., B2C business models—but many B2B-related industries outside the technology space were being left behind in the CX market shift.
Further evidence from Accenture found that while 90% of B2B leaders believe that CX is a crucial business priority, only 72% of B2B leaders thought they had any influence on the direction of their company’s CX.
“B2B companies understand what’s at risk with an out-of-touch customer experience strategy. But few B2B enterprises feel they have the CX tools available to them to manage and monetize those experiences in a meaningful way. My co-author, Adam Dorrell, said it best in the book’s foreword: B2B companies are often resorting to ‘Frankenstein solutions’—or a collection of different CX tools haphazardly pulled together—to meet their business needs.”
Ian Luck, co-author & Director of Marketing at CustomerGaugeRecognizing this gap in the marketplace, CustomerGauge’s latest eBook offers specific, tactical steps on how B2B enterprises can transform and monetize their account experiences. The publication not only introduces how emerging technologies can manage the multi-contact complexities of the B2B customer journey, but also offers best practices for churn mitigation in a business model where one customer can equal a million dollar account.
The book also walks through how B2B enterprises can utilize the Account Experience methodology to:
For more information on the book, and to receive your own free copy, go to customergauge.com/account-experience-book.
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March 25th, Boston, MA—CustomerGauge is pleased to welcome David Leibowitz as the new Global Vice President of Customer Success to its senior management team. CustomerGauge, the leader in the monetization and management of CX, helps companies manage and grow customer relationships. As Global VP of Customer Success, David will help ensure that CustomerGauge continues to deliver on its promises to customers.
Adam Dorrell, CEO and Co-Founder of CustomerGauge, says that David “...is going to be indispensable to the Customer Success team. He will steer his team to execute CX with a fresh focus on relationships, contributing tactical expertise and a proven track record in leadership. David’s data-driven approach, industry insights and experience will support CustomerGauge’s vision and compliment its culture.”
Once a founding member of a global tech start-up, David is passionate about growth, having helped the company expand from a team of 8 to over 450 employees in 10 countries.
Prior to joining CustomerGauge, he worked at Oracle in various individual contributor and leadership positions.
His most recent role included driving forward Customer Success teams and working closely with Oracle leadership to define and execute the company’s ever-changing Customer Success strategy.
David is keen to join CustomerGauge at this stage of rapid expansion:
“I’m thrilled to be helping our customers transform their own client relationships through an ‘Account Experience’ approach unlike anything our industry has seen before.”
David Leibowitz, Global VP of Customer Success, CustomerGauge ]]>Feb. 13th, Amsterdam - CustomerGauge, a Software-as-a-Service platform that helps clients improve and monetize the customer experience, has announced today additional speakers and a record number of registered attendees for its springtime CX conference, Monetize! Amsterdam.
Scheduled March 11-14th, Monetize! Amsterdam, now in its fourth year, will welcome more than 200 CX practitioners seeking best practices from other experts in their fields, network opportunities and inspiration to the city center venue, Compagnietheater.
CustomerGauge will also unveil a new category and solutions on its SaaS platform, primarily focused on the Business-to-Business (B2B) market, which will help companies focus on enhancing their customer experience with enterprise-scale relationships.
“We are excited to focus on the complexities of B2B relationships at Monetize! Amsterdam and can't wait to hear from some leading B2B brands in the world. ” noted CustomerGauge CEO and co-founder Adam Dorrell “All large enterprises are challenged to deliver excellent customer experiences with large customers, be they partners or clients, and this area has really been underserved until now. The Monetize conference will help foster best practices in this area, as well as introduce new technology solutions that are tailored to manage the nuances of B2B relationships.”
Along with the introduction of these next-generation B2B features, Monetize! Amsterdam is also welcoming a plethora of CX leaders from Salesforce, DHL Supply Chain, Eventbrite, G2 Crowd, Electrolux, Anheuser-Busch-Inbev, City of Amsterdam plus many others.
This year’s Monetize event is offering two different tracks: a four-day pass which includes a two-day crash certification course in everything from loyalty economics to CX program management prior to the conference & a main conference pass to an incredible lineup of speakers. Details at: https://customergauge.com/monetize-amsterdam-2019
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February 5th, Boston, MA— Following their 2018 Monetize! World Tour—which brought the largest NPS® and CX conference from the heart of Boston to the coast of Sydney, Australia—CustomerGauge is kicking off their 2019 conference schedule in the European city of their founding, Amsterdam, NL, for Monetize! Amsterdam, March 11th-14th.
Monetize! Amsterdam not only welcomes a new historic location to the CX event, but an incredible lineup of speakers from some of the world’s most recognizable brands—plus a 2-day certification workshop series.
“Monetize! Amsterdam is a can’t miss for anyone who is passionate about CX or NPS. Not only is there a phenomenal speaker lineup this March, but we’re also offering one of the only in-person CX certification events in Europe. In addition, this year we’re focusing on monetization within a wildly underserved CX market—the B2B economy. And who better to help us than some of the leading B2B brands in the world?”
Ian Luck, Director of Marketing, CustomerGaugeHere’s just a few of the upcoming keynotes in the Monetize! lineup:
In addition to these experts, special conference pass holders will also be able to access a new addition to the Monetize! schedule: a 2-day certification workshop series, March 11th and 12th. This on-site workshop offers a crash course in everything from loyalty economics to CX program management.
To keep up-to-date on all the event highlights leading up to the big day, visit https://customergauge.com/monetize-amsterdam-2019 or contact marketing@customergauge.com.
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Dec 12th, Boston: CustomerGauge, the leading provider of Monetized Net Promoter® software, announced today it has been recognized for its Reporting, Analytics and Professional Services capabilities as a Representative Vendor in Gartner’s 2018 Market Guide for Voice-of-the-Customer Solutions report. Gartner’s report examines the VoC capabilities of vendors in the market.
According to Gartner, “For a solution to be considered as a multichannel VoC platform, it must have two important criteria: 1. Provide tools that convert customer feedback into actionable insight, such as dashboards, alerts, customer journey maps, workflow for service recovery and capabilities to drive actions, 2. Collect and analyze all three types of VoC data: direct feedback, indirect feedback and inferred feedback.
CustomerGauge is thrilled to be included in Gartner's report for its VoC technology for a second consecutive year.
Out of the 1,000 VoC vendors who help capture and analyze customer feedback, Gartner included 26 VoC providers. The report noted that, “In the long term, Gartner expects differentiation within the VoC market to stem from four key perspectives: Reporting and Analytics, Automated Action, Customer Journeys, and Professional Services.
For example, a VoC vendor’s Reporting & Analytics capabilities would undergo the following levels:
● Level 1: Support for role-based reports and dashboards. Guidance on statistical
validity of feedback
● Level 2: Ability to analyze unstructured text and voice feedback from channels such as email, social media and phone calls
● Level 3: Support for data mining as well as predictive and prescriptive analytics
For Professional Services, the levels of solution depth are as follows:
● Level 1: Basic deployment and ongoing support of VoC technology
● Level 2: Support for a variety of additional services on an “as needed” basis, ranging from survey design to data analysis and action planning
● Level 3: Fully managed service to run and operate the VoC application as well as support strategic CX consulting
Based on the report, CustomerGauge’s Reporting and Analytics, as well as Professional Services tools have are listed as having a Level 3 capability.
“This is an exciting milestone for CustomerGauge, and we believe our recognition by Gartner in this guide stems from our relentless commitment to innovation, agile execution, and a visionary roadmap to deliver profitable growth to customers in a constantly changing market.” - Adam Dorrell, CEO and Co-Founder of CustomerGauge
If you’re a Gartner client, you can read what Gartner has to say about CustomerGauge’s VoC solution, as well as examine the vendors capabilities.
*Gartner, “Market Guide for Voice-of-the-Customer Solutions,” Jim Davies, Ed Thompson, 6 November 2018.
About Gartner Research
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
]]>Sydney, AU—Following the success of their Monetize! 2018 US tour, CustomerGauge, a leading SaaS provider of the world’s first Monetized Net Promoter® platform, is taking their retention message to the heart of Sydney, Australia—with the help of their partner Genroe— for Monetize! Sydney.
Genroe, a customer experience management consulting business, has long worked with CustomerGauge to bring Net Promoter and monetization to Australia’s most progressive brands. This November 7th, Genroe will play host to CustomerGauge’s Monetize! Sydney event at the Primus Hotel, in the heart of Sydney’s historic downtown.
In addition to offering the great presentations delivered at Monetize! Boston and Silicon Valley, attendees can also expect these fantastic benefits:
- Amazing speakers including Iron Mountain, Little Real Estate, and more, along with a network of big name attendees
- Exclusive copies of the 2018 NPS® & CX Benchmarks Report, created in conjunction with the experts at MIT and NPSBenchmarks.com
- And free access to CustomerGauge's gold-standard NPS certification (a $2,500 value)
“We’re thrilled to bring Monetize! to an Australian audience this fall. Adam Ramshaw, founder of Genroe, will no doubt be a fantastic host and collaborator for helping to bring monetization into Australia’s thriving NPS and CX industry,” comments Adam Dorrell, CEO and Co-Founder of CustomerGauge.
To reserve your tickets or to learn more about Monetize! Sydney, visit https://customergauge.com/monetize_2018_sydney. Additional queries can be sent to marketing@customergauge.com.
About CustomerGauge
CustomerGauge is a software-as-a-service platform that helps clients improve and monetize the customer experience. The system automatically measures and analyzes feedback, reduces churn through close-loop tools, and helps retain customers using the industry-standard metric Net Promoter System. Results are published and analyzed in real-time, using a highly customizable reporting tool, making it ideal for global enterprises.
About Genroe
Headquartered in Sydney, Australia, Genroe has been a driving force in helping companies better understand and generate higher value from their existing customers since 2002. Banks, insurance companies, IT companies and others used Genroe’s wide customer management services and tools to maximize customer profitability and revenue potential.
]]>Designed for both B2B and B2C global enterprises, the CustomerGauge Reviews platform allows companies to transform customer feedback into reviews, in an instance. For example, upon completing a customer survey, respondents can immediately publish their NPS score and comments to a branded public reviews website. The review pages are indexed by search engines, along with a 5-point star rating. This makes the CustomerGauge Reviews platform the only review system featuring Net Promoter Score, standard star rating and verified customer reviews.
Companies can benefit by having a trustworthy stream of user-generated content that boosts Search Engine ranking and helps with referral marketing. The value is not just limited to B2C accounts - CustomerGauge’s fastest growth segment of review clients is in business-to-business.
Typically, CustomerGauge drives higher proportion of customer reviews than using other systems thanks to the automated proactive feedback collection system that works on both transactions and relationships. NPS survey-to-reviews conversion rate is very high - with a median in the range of 20-30%, and with some clients up to 40% of all survey feedback results in reviews. This mechanism helps to drive volume: several clients have reviews numbering in the thousands, with one site carrying more than 30,000 customer reviews.
CustomerGauge clients with reviews include clients like Kuoni Travel, H&R Block , Legacy ER & Urgent Care. Example reviews site: https://reviews.customergauge.com/legacy-er-urgent-care
Built into the CustomerGauge Reviews system is a full workflow to acknowledge customers, support rebuttals and content monitoring. Moreover, CustomerGauge ensures all reviews are written by real customers. Unlike other systems that invite public reviews, CustomerGauge guarantees enterprises have full ownership and control of their data.
This latest update introduces several new, major additions to the offering:
- Multi-brand/location: Depending on the breadth and complexity of their business, organizations might want to setup multiple review sites for the different brands or locations they survey customers. This gives the ability to have a dedicated customer reviews platform for specific product and service offerings.
- Multi-language: Enterprises can easily configure their reviews platform to support the local languages of their audience—making customer advocacy truly international.
CustomerGauge customers have already benefited from increased referral traffic.
“By creating customer reviews from our CustomerGauge NPS surveys we ensure all Legacy ER reviews are 100% genuine on top of the ability to gather a ton of useful data” says Jay Woody, Chief Medical Officer and Founder of Legacy ER & Urgent Care. “Instead of having to identify promoters and then find a way to activate them, we make it all happen in one smooth process. Using this technique has allowed us to grow our Reviews platform with nearly 6,000 customer reviews to date.”
If you’d like to learn more about the CustomerGauge Reviews platform please contact sales@customergauge.com.
About CustomerGauge
CustomerGauge is a software-as-a-service platform that helps clients improve and monetize the customer experience. The system automatically measures and analyzes feedback, reduces churn through close-loop tools, and helps retain customers using the industry-standard metric Net Promoter System. Results are published and analyzed in real-time, using a highly customizable reporting tool, making it ideal for global enterprises. For more information, visit www.customergauge.com.
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August 28th, Boston, MA—After the success of Monetize! Boston, CustomerGauge, the leading SaaS provider of Monetized Net Promoter solutions, is taking their retention message to the heart of Silicon Valley.
However, they aren’t going it alone. In addition to being joined by former CEO of Black Duck, Lou Shipley, who participated in the agenda at Monetize! Boston, CustomerGauge has added a number of new heavy hitters from the technology space to their Monetize! Silicon Valley event:
When it comes to hosting an event—CustomerGauge says “leave it to the locals.” Silicon Valley pundit Robert X. Cringely was one of the first 100 employees at Adobe Systems, Apple, and Cisco. For the last 30+ years, he has been writing about the Valley for InfoWorld, Forbes, Inc., and Worth magazine. And now, he's this year's host at Monetize! Silicon Valley.
In addition to this Silicon Valley veteran, CustomerGauge also welcomes two experts at the forefront of retention and NPS® in the tech space. First up, TJ Waldorf, VP of Global Marketing at Internap Corporation (NASDAQ: INAP). Prior to his role at the IT powerhouse, TJ was instrumental in managing the NPS and customer retention program at SingleHop. This September, he’ll share the importance of tactics to minimize churn and retain customers—using his own experience now and during the acquisition of SingleHop by INAP.
Finally, CustomerGauge welcomes a leader in the technology sector and a topic close to the industry’s heart: VP of Customer Success at SmartBear, Jennifer Mahoney. While at SmartBear, Jennifer has grown the Customer Success team into a global organization, with staff in Boston, Galway and Melbourne. At Monetize! Jennifer will discuss how she helped SmartBear develop a robust and profitable customer retention program by concentrating on customer satisfaction.
If you’d like to learn more about this year’s event, and how to register go to https://customergauge.com/monetize_2018_siliconvalley.
About CustomerGauge
CustomerGauge is a software-as-a-service platform that helps clients improve and monetize the customer experience. The system automatically measures and analyzes feedback, reduces churn through close-loop tools, and helps retain customers using the industry-standard metric Net Promoter System. Results are published and analyzed in real-time, using a highly customizable reporting tool, making it ideal for global enterprises. For more information, visit www.customergauge.com.
About INAP
Internap Corporation (NASDAQ: INAP) is a leading provider of high-performance data center services, including colocation, cloud and network. INAP partners with its customers, who range from the Fortune 500 to emerging start-ups, to create secure, scalable and reliable IT infrastructure solutions that meet the customer’s unique business requirements. INAP operates in 56, primarily Tier 3, data centers in 21 metropolitan markets and has 99 POPs around the world. INAP has over 1 million gross square feet in its portfolio, and nearly 600,000 square feet of sellable data center space. For more information, visit www.inap.com.
About SmartBear
SmartBear creates the software tools that development, testing, and operations teams use to deliver the highest quality and best performing software possible, shipped at seemingly impossible velocities. With products for code review, API and UI level testing, and monitoring across mobile, web and desktop applications, SmartBear equips every member of your team with tools to ensure quality at every stage of the software cycle. For more information, visit www.smartbear.com.
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July 23rd, Boston, MA—Following the success of Monetize! Boston, leading Net Promoter System® SaaS provider, CustomerGauge, has announced that they are shipping the conference out west this September—to the heart of Silicon Valley.
“Monetize! Silicon Valley will take the very best of the Boston event and give it that California spin. We’re thrilled to take what we call the ‘retention revolution’ to one of the world’s most innovative technological hubs, Silicon Valley, to a whole new crowd of similarly minded CX and NPS® experts.”
Camilla Scholten, Co-Founder & COO, CustomerGaugeSlated for September 14th, the one-day event promises some of Monetize! Boston's most recognizable speakers, along with a slew of new faces. The conference will take place in Mountain View, CA—the backyard of some of the world’s most successful companies—at the iconic Computer History Museum, the perfect backdrop for innovators in the customer experience space.
Monetize! will bring together west coast CustomerGauge clients and Fortune 1000 leaders for a packed agenda, including talks on the dangers of churn nation, highlights from the 2018 NPS & CX Benchmarks Report, a roster of experts in the technology space, and so much more.
Speakers and agendas will continue to be updated over the coming weeks. If you’d like more information on the event, visit the main event landing page, or reserve your ticket now.
]]>Covering 15 different industries—from IT & Software to Telecommunications—the 80+ page report offers benchmarks for key performance metrics including Net Promoter Score®, retention rates, and revenue growth. This year’s report also spotlights the customer experience programs and Net Promoter® teams at Microsoft, Salesforce, Vodafone and more.
“NPS insights help us understand the best times when we should proactively reach out to customers, and this initiative has helped us get happier customers, increase retention, and achieve a better NPS score.”
Microsoft Office 365 NPS teamAs part of the 2018 NPS & CX Benchmarks survey, CustomerGauge asked 468 different companies to provide in-depth coverage of how they run their Net Promoter and customer experience programs, and how their actions impacted long-term growth in terms of retention, referrals, up-sales and cross-sales. The results were startling: while many companies were experiencing some type of growth within their Net Promoter programs (+12 pt. increase in Net Promoter Score over 3 years), many still had room for significant improvement.
CustomerGauge found that a shocking number of companies still struggle to understand their retention (44% of respondents, 1 in 3 companies, don’t know their retention rate). Moreover, of those companies that did know, the average retention rate sat at 77%, meaning many were missing opportunities for further retention revenue growth.
Other highlights from the 2018 NPS & CX Benchmarks Report include:
To access the full, completely free report, download it here.
]]>CustomerGauge welcomed 120+ industry leaders to one of the largest Net Promoter® conferences of the year—Monetize! 2018.
May 24th, Boston, MA—Earlier this month, CustomerGauge played host to over 120+ industry leaders—including Microsoft, JPMorgan Chase, La-Z-Boy and Wolters Kluwer—for two days of big-name speakers, networking, and more at one of the year’s largest Net Promoter conferences.
Located at the beautiful Lenox Hotel in downtown Boston, Monetize! 2018 brought together the best the customer experience industry has to offer. Over the course of the event, CEO Adam Dorrell and COO Camilla Scholten were joined on the stage by renowned experts in the industry—from Forrester’s in-house CX guru, Maxie Schmidt, to co-inventor of the Net Promoter Score®, Laura Brooks.
Monetize! 2018 also introduced groundbreaking research and innovations in Net Promoter, including CustomerGauge’s 2018 NPS® & CX Benchmarks Report, done in collaboration with MIT, the launch of the first-of-its-kind Monetize & Retention software suite, and customer success stories from top companies including Black Duck Software, Legacy ER & Urgent Care and SuperOffice AS.
“We’re thrilled with the turnout at this year’s Monetize! event, and the relationships we’ve built as a company with both leaders in the CX and NPS space, and businesses who have embraced the Monetized Net Promoter methodology.”
Adam Dorrell, CEO & Co-Founder, CustomerGaugeDorrell continues: “With the new advancements coming out of CustomerGauge’s Monetize & Retention suite we are not only preaching Monetized NPS, but delivering the capabilities to push these best practices to the frontline of businesses.”
For more information on event highlights from Monetize! 2018 or to see if there is a CustomerGauge event coming near you, please reach out to marketing@customergauge.com.
]]>May 15th, Boston - At the Monetize! 2018 event in Boston, CustomerGauge announced the launch of their groundbreaking new product suite that will change the way companies monetize and retain their customers. With these new features, ROI is no longer a guessing game in NPS®. Companies can now leverage their Net Promoter® investment to better understand program ROI, determine the dollar impact of a single increase in NPS, and empower account managers further with innovative tools to rescue and retain customers.
“Customers have asked us for a single system to link their revenue outcomes with Net Promoter—and we are answering this need with our new Monetize suite. No other vendor has the depth of experience in Net Promoter that CustomerGauge provides and we believe this is a breakthrough moment that empowers program managers.” - Adam Dorrell, CEO CustomerGauge
Since 2016, CustomerGauge has promoted their Monetized Net Promoter model and product features as a way towards improving the connection between ROI and NPS. This new product launch solidifies the best practices and teachings of Monetized NPS into a rich set of capabilities capable of taking monetization to the next level.
During Monetize! 2018, attendees got an industry first-hand look at CustomerGauge’s new Net Promoter Monetize Suite which will transform how companies generate ROI and growth through their customer experience efforts. This wealth of features will allow companies to estimate the financial impact of moving customers from one loyalty segment to another, determine what percentage of customers contribute to the majority of business revenue, provide a new way to calculate how touch points impact Net Promoter and revenue, and so much more. One of the highlights during the Monetize! 2018 event was the unveiling of CustomerGauge’s NPS Revenue Simulator, a feature that seeks to solve the enigma question: “What does 1 NPS point increase mean in $ dollars?”
In addition to these game-changing features, CustomerGauge also revealed enhanced capabilities within their Retention Suite, which will allow companies to track retention over time, gain insight into account history to track areas for increased gains and at-risk customers, etc.
“When we first started working on our monetize and retention features we asked ourselves: ‘How can we provide more insight into both the financial impact of Net Promoter and CX programs, while also providing a preliminary alert system that can let companies know what relationships and account revenue is under threat.’ With the Net Promoter Monetize & Retention Suite we aim to achieve just that!” - Trishaala Chengappa, Director of Product Management, CustomerGauge
Along with showcasing these innovative new features, this year’s Monetize! 2018 event was also the center stage for top leaders in the fields customer experience and Net Promoter. Speakers included world-renowned co-inventor of the Net Promoter Score® and author of “Answering the Ultimate Question,” Laura Brooks, CX expert Maxie Schmidt of Forrester, former CEO of Black Duck Lou Shipley, and so many more.
For more information on these game-changing features or event highlights from Monetize! 2018, please reach out to marketing@customergauge.com.
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