Why do you spell Promoterz™ with a Z?
Good question. We've wondered it a few times ourselves. The staying power of typos is absolutely amazing! Actually, some thought did go into it. Promoterz is a service developed by those of us that work for a great little company called Zeryn. We try to work the Z from Zeryn into all of our products and services to remind us of that great little company. Sorry for the hassle--just remember: it comes from a great little company!
What exactly is Promoterz™ ?
Promoterz™ is the "hands-free," word-of-mouth marketing service. It's the combination of an online system and consulting services that makes it easy for a business to get closer to its customers and thereby improve its performance. Specifically, we help our clients collect customer feedback, motivate customers to give additional referrals, collect customer email addresses and manage outgoing email campaigns. The service is sold on a monthly basis and requires nothing more than a browser and a connection to the internet to use.
I like the idea but I need hard facts about the money I can save or make with Promoterz.
It is true that it is often difficult to tie customer loyalty or happiness to hard dollars. The blog, Church of the Customer, discussed this exact point in a recent article. As you can see in the accompanying chart a promoter will not only spend more of their own money but they will influence others to spend nearly half of what they themselves spent. A detractor on the other hand influences others resulting in your loss of sales almost equal to the amount they spent. I think their quote sums it up:
The bottom line with evidence like this: diligent listening is key. It's imperative to know whether customers are referring you or bad-mouthing you.
How will Promoterz™ help my business to grow?
Promoterz™ will speed the growth of your business in multiple ways. The most direct source of new business will be the referrals that the Promoterz™ service will encourage and enable your customers to send to their friends. In addition, as you collect the email addresses of your customers and use Promoterz™ to communicate with them on a regular basis, you will see an increase in your repeat sales. The customer feedback you collect using Promoterz™ will give you new insights into things you can do to improve your offerings. You will also be able to use positive customer feedback to reward and encourage your employees. Finally, as you learn of a customer's specific issue and take the steps to make it right you will turn potential detractors into promoters. We're still working on the window-washing module.
Is there a way I can test Promoterz™ before I buy?
There is. In fact there are a couple of ways to try it out. The easiest and quickest way to see what your customers will experience is to click on this link and try out the Promoterz™ customer experience. You'll get a chance to complete a feedback survey and see how the referrals functionality works. As a bonus, for completing the survey, we'll give you your first month of Promoterz™ free. Just complete the survey and we'll send you the sign up details--It doesn't even require a credit card.
In addition to those options, we offer a money-back sixty day guarantee. If you are not satisfied, just let us know and we'll refund your money. We also don't require any long term contracts. We believe the value of Promoterz™ will keep you coming back for more.
What types of businesses does Promoterz™ work with?
The Promoterz™ system was designed specifically to work with service related businesses. Particularly those that don't have any way to communicate with their customers once they walk out the door--think restaurant, hair care, etc. Having said that, we hasten to add that it has proven very effective with businesses of all kinds. If you have customers and are not systematically collecting feedback or communicating with them via email, Promoterz™ can help your business grow.
I have multiple locations, how does Promoterz™ handle that?
The short answer is: beautifully! We recommend that you open an account for each of your locations. That will allow you to track your feedback not only by location but by employee or some other useful category. Promoterz™ includes some very useful aggregation features that will allow you to compare results across locations and manage all your locations from a central "dashboard." For more information, send us an email at info@promoterz.com or call 480.236.7087.
Do I have to come up with the questions for the feedback survey for my company?
Through much experience and research, we have learned that keeping the feedback survey remarkably short is very important. Customers are willing to tell you what they think, but they don't have all day to do it. Think of this as just an introduction that starts the relationship. Keeping the survey short increases response rates and the quality of the feedback collected. In addition, your customers will be pleasantly surprised that it takes so little time adding to their positive feelings about your operation.
The key question of the Promoterz™ feedback survey is "How likely is it that you would recommend us to a friend or colleague?" This question has been proven to be the best indicator of the loyalty of the customer and the future growth of your business. You can read more about that here.
Because every business is different, the Promoterz™ feedback survey does allow you to edit two additional questions. The first is a multiple choice question. You can use the answer to this question to analyze the results. For example, you may decide to use the question "Which employee helped you with your needs?" You could then review the results by employee.
The second question you can change is a Yes/No question. The answer to this question can be tied to an auto email. For example you may decide to ask the question "Was this your first experience with us?" If they respond "yes" you could set up an auto email to be sent to them that includes special offers for first time customers.
For both cases we'd be happy to help you come up with the best question and wording to meet your requirements.
What if I would like to ask more detailed questions on my feedback survey?
There is certainly a time and a need to ask your customers more indepth questions about your offerings or perhaps about offerings you are considering. We just don't believe a quick feedback survey is the right time or place to do that. Remember that a relationship with a customer is just like any other relationship--with each positive interaction it grows stronger. The Promoterz™ feedback is a first introductory step that establishes the relationship. Once you have collected a number of opt-in emails you can invite those customers to participate in a more indepth survey--one more opportunity to build the relationship. Contact us at info@promoterz.com if you have additional questions or need help with a more indepth survey.
Can I customize Promoterz™ with my logo etc.?
Please do! Your logo and/or company name are at the top of all your surveys, online coupons, and emails. All email is sent from your email address with no reference to Promoterz. It's all about you and your business.
What do you mean by "automatic" when you talk about email?
This is best explained with an example. Let’s say you’d like to send an email to a customer 3 weeks after their first experience with your company. Easy. You write the email and save it in Promoterz™. Your customer uses your business and responds to your invitation to give feedback (it’s amazing how often it happens). Three weeks later the system finds that it’s time to send your email to this new customer. It’s automatic, and it’s personal because it is sent from your email address, it looks like you sent the email because you did. What’s even better is that every time a new customer responds to your survey they will get your email, 3 weeks later. Of course you can change the message, or when you want it to be sent, whenever you want. That's automatic.
Do I need to have this web service hosted somewhere?
No. We take care of the internet hosting as part of this service. It’s really very quick, easy, and uncomplicated to get up and running.
Can you really develop and affect relationships via online means?
Over the past 6 years we've been involved with tens of thousands of people online. We've learned that being personal in email can help to develop a personal relationship and help commit people to a business or product. A kind reply, bringing up something of interest, stating a common interest, anything that can show your human side can make a difference. In fact, we've had issues with some who were detractors of our business that became promoters when we took care of their problems and made the situation right. We've seen it, we've done it. It doesn't take a lot of time, it does make a lot of difference. You can read more about email marketing here.
How do people know where to go to give feedback on my company?
Your feedback location will be provided you after you subscribe and login. You can invite your customers in any of a number of ways. Handing out an invitation card as they leave your store works well. If you already have their email address you can send them an email. Or, if you send invoices, you could just write a quick invitation on the invoice. The only real limitation on invitations is your imagination.
Your feedback location will be something like:
http://feedbackworks.com/xxxxx
If you haven't done it yet, you can try out the Promoterz™ customer experience by clicking here and taking a quick survey. We'll give you your first month of Promoterz™ free just for taking a 60 second survey! (note that we just invited you and offered you an incentive--you'll want to think about offering an incentive as well).
Does Promoterz™ work with all web browsers?
This question requires two answers.
First, people that come to give you feedback and refer others can use most any browser. The requirements are few, we created it to allow everyone to "come in the door" and provide feedback. Browsers created in the later part of the last century work fine!
Second, for you to setup your Promoterz™ sytem and view the feedback collected we require a modern web browser, something from this century. We've created a sophisticated application and it requires current technology to work correctly. It's not a problem, the most popular browsers are FREE! Macromedia Flash is also required to view the graphs, it's free too (available here).
For those who subscribe to our service we recommend Firefox 1.0+, Netscape 7.0+, Internet Explorer 6.0+, or Apple's Safari 1.0+ (for Mac OS X). OK, we really recommend Firefox, it is highly standards compliant (read as it makes things look the way they should), blocks unwanted pop-up windows, and it isn't plagued by virus problems like one of the other browsers is. You really should try it!
Do you accept Purchase Orders or Checks?
We will only accept payment by check if purchasing the Promoterz service for one or more years in advance.
We do not accept Purchase Orders.
Will the emails I send using Promoterz be considered SPAM?
No. Promoterz™ uses a permission-based email system. Any emails you send out using Promoterz will only be sent to customers who have indicated that they would like to receive discounts or specials from you via email.
Promoterz does include a functionality to allow you to enter the email addresses of your customers directly and invite them to give you feedback. It is your responsibility to ensure that you have permission to use the email addresses that you load. If you don't, you may do more damage than good.
If you are looking for a spam engine, Promoterz™ is not for you.
Do you have something really compelling and long to read so that when I'm done reading it I'll know I should buy Promoterz™?
If that's your question we've got just what you're looking for. Read it here.