- Oct 2016
Way back in 2010 Karl Staib started Domino Connection to help purpose driven business owners improve their ability to connect with their customer. As I grew the company he realized he had a superpower. I helped companies understand their customers better through helping them collect and analyze their data. I became the “Analytics Growth Guy”. I enjoyed this work, but I felt something was missing from my ability to help his clients. I knew that it’s much cheaper and easier to retain a customer then it is to find a new one. That’s where the idea of Domino Feedback and the Domino Promoter System started. I knew that a happy customer was hard to achieve, but delivered the best results for business growth. It’s 10x easier to retain a current customer than it is to let them go somewhere else and have to spend money on marketing to bring in a new customer. Most companies spend 900% more on their marketing than they do on improving their customer experience. If they focused more on customer experience much of the marketing will take care of itself in our hyper connected world. Communication is the biggest reason someone loved your company or hated it. Capturing this information helps a company improve the customer relationship that is on rocky ground or help turn someone into a fan of the business. That’s the goal of Domino Feedback. To help you turn as many of your customers into fans. Use Domino Feedback to Collect, Track, and Convert your customers into fans. Recent Posts How Your Customers Define Your Brand The Secret to Great Customer Service Why Companies Should Focus On Customer Service How I Use Customer Feedback for Growth Why I Created Domino Feedback
Domino Connection was started by Karl Staib in 2011 to help purpose-driven business owners improve their ability to connect with customers.
As Domino Connection grew as a company, Karl Staib realized that data feedback and analysis from customers could help companies understand their customers better.
For many companies, it is much easier and cheaper to retain a customer than it is to find a new customer. That's where the idea of Domino Feedback started because happy, customers that are retained over time often delivers the best results for business growth.
Customer retention also helps companies save money on marketing when the customer experience is improved. If the focus is shifted more to customer experience than on marketing, organic growth from customer experience is much more beneficial in our hyper-connected world.
Capturing customer feedback helps improve the customer relationship that is on rocky ground, or helps turn a dissatisfied customer into a fan. That's our goal at Domino Feedback to help you turn as many of your customers into fans with actionable insights.
Our system is based the Net Promoter Score categorizes your customers into three categories: Promoters, Passives, and Detractors. We added the category of fans because anyone who loves what you do should have their own category. It’s good to give yourself a benchmark to improve, but more importantly getting feedback is about building a stronger relationship. That’s where we improved on NPS. We help you see each category as it’s own and how you can turn passive customers into fans. It’s the fans of your business that will make up 80% of your referrals. That’s why we created their own category. We wanted you to be able to learn from them and encourage them to help you grow your business.
"Our system is based on the original Net Promoter Score which puts your customers into three categories: Promoters, Passives, and Detractors. We've modernized that with an new category of fans because anyone who loves what you do should have their own category. In addition to that, we help you see each category as its own, and show you how you can turn passive customers into fans.
Learn from your customers, encourage them to root for your product or service, and grow your business's success from your customer feedback."
You want promoters, but the businesses that thrive during the rough times have fans. Every great company leans on these people to help spread the word about how much they love your product or service. Feedback is a way to build a better relationship with your customers. If you have trouble listening to feedback then you’ll need to work on improving your mindset around negative and positive feedback. Negative feedback is where you’ll find the most growth for your company. Positive feedback is where you’ll be able to celebrate as a team and encourage more results like this. Both negative and positive feedback can be used to help you. That’s why mindset is so important. You can’t take anything personal, but just use it to improve your company.
"Every great company leans on great fans to spread the word about how much they love your product or service. Both negative and positive feedback can be used to help build a better relationship with your customers, including ones that aren't yet current fans. Take the feedback that matters most o you in your surveys to improve your company."
Too often businesses only respond to negative feedback. Again and again I’ve seen my clients receive a low rating and they jump on it to make it better, which is awesome, but they neglect the other people. Any customer that is willing to take the time to give you feedback to improve your business is amazing. This extra effort they give must be given back to them. That means thanking them for their feedback and helping fix their problem or thanking them for their feedback.
Remove the personalization. Would instead write, "Do your customers know they matter to your business? All too often, customers only hear back when they give negative feedback. We help you respond effectively to both negative and positive feedback with our Domino Feedback tools."
How your customers feel about your product truly matters. If they love it they tell all their friends, if they have a terrible experience they tell all their friends on social media. Domino Engagement System helps you put out the fires before they happen on social media. If they had a bad experience and they get an email from you asking for their feedback. They can vent to you before they vent on social media. It gives you a chance to fix the problem before it becomes a bigger problem.
Know what your customers think about your product. Their feedback truly matters to you. After all, your sales depend on your customers coming back. A lost customer is lost revenue.
Use Domino Feedback to give you the insights that truly matter to your business, and to keep revenue growing for you.
Is There A Demo I Can See?Karl would be happy to show you how easy it is to send an email as well as how easy it is for your customers to fill out your survey.
Remove the personalization. Use instead, "Yes, you can check out our free demo to see Domino Feedback in action in sending emails, and how your customers fill out your survey."
The Domino Engagement System helps you show your customers how much you care. We classify each person, so you understand their needs and how you can learn from them. If a customer gives your business an 8 then the next step is to find out how can you turn this customer into a 10. Dominoing them from an 8 into a fan of your business.
The Domino Engagement System -- consider changing it to Domino Feedback? Should keep branding consistent.
"Domino Feedback is the only online survey you need, simplified, easy to use, and provides you with actionable insights on your customers. Use our scale to learn from your customers what you need to domino them from an 8 to 10, helping them become fans of your business."