News.
25 October 2007:
PRESS RELEASE
CustomerGauge Launches to Give Businesses Better Ears to Hear “Voice of
Customer”
CustomerGauge
is a new web-based software tool to help organizations understand
customer sentiment.
Amsterdam, 25
October 2007: Directness BV announces the launch
of CustomerGauge,
a new web-based software tool that uniquely helps organizations measure
customer loyalty, understand customer sentiment, and respond to
customer comments.
CustomerGauge provides a straightforward way to automatically
survey customers and measure loyalty. To ensure best practice the
results are compatible with the Net
Promoter® Score* (NPS), acknowledged as the industry
standard for loyalty measurement. This allows companies to benchmark
themselves against others in similar industries.
To help understand sentiment, CustomerGauge uniquely brings
the “Vox Clientis” (Voice of the Customer) into the organization, by
providing a method to quantify and classify comments. For the first
time, organizations can easily convert free text comments into
statistical data, and distribute feedback around the business.
CustomerGauge offers various options including a real-time Comment
Ticker (which shows customer sentiment on large “Flight Information”
type displays).
CustomerGauge has a comprehensive response function to help
organizations close the loop with customers and keep their promises.
The designers found that in many companies today valuable customer
comments are never acknowledged or answered, which can create further
negative sentiment. To address this issue, CustomerGauge increases the
productivity of marketers by providing an assisted answering template,
allowing individual answers to be crafted in just a few mouse few
clicks.
“As marketers,
we all know how important customer loyalty is. But there are few tools
available to businesses that give insight into both customer loyalty
and sentiment, and as far as we know, none that make the results
actionable” says Adam Dorrell, Managing Director of
Directness BV, and creator of CustomerGauge. “In previous roles we had worked
with spreadsheets and responded ad hoc to customer comments, but still
noticed a significant improvement in loyalty. Now businesses can use
CustomerGauge to replace manual reporting and respond quickly to issues
- to better quantify, understand and improve customer
sentiment.”
CustomerGauge is a hosted solution, and can be rapidly
deployed anywhere in an organization, without investment in capital
equipment or IT assistance. Designed by marketers with backgrounds in
the direct sales divisions of major customer-focused companies the
system has been tested in real life industry situations and is now
available generally. A flash-based tour and self-guided demonstration
is available on www.customergauge.com.
*Net Promoter is a registered
trademark of Satmetrix Systems, Inc., Bain & Company and Fred
Reichheld.
About Directness:
Directness BV is a software and consulting company based in Amsterdam,
Netherlands. Formed in 2006 by former directors of Sony and Dell,
Directness assists major brands to listen, market and sell directly to
consumers. For news, product and company information visit
www.directness.net or call +31 629 436360.
Note for non-English editors:
“Gauge” (pronounced like en-gage) is an instrument for measuring or
indicating quantity. - END - Contact: Directness BV Tel +31 6 52570162
info@directness.net www.directness.net
11 May 2007: All you need to know about the Net Promoter Score. As keen evangelists of Fred Reichheld's work, we found ourselves explaining the concept behind Net Promoter so many times that we thought it would be fun to put into a comic format. Seems to be quite popular so we put it on the site as a free PDF download (1.3Mb) - and as an on-screen reader.
We hope you like it, and if you do, please sign up for
Directness updates. We have some more in the works...
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"In
search of Customerness"
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(c) Directness 2007