New hover-over data adds details and convenience

Photo by Joel Herzog on Unsplash

You’ll find a new hover-over feature throughout LoyaltyLoop that adds convenience when viewing certain data elements in the application. The phrase “hover-over” means moving your mouse cursor over a particular data element.

You’ll find this new capability in several places throughout the application, including Feedback by Customer, Opportunities, and Customers. There are several use-cases for this new hover-over feature.

Hover-Over Long Data

Sometimes data is too long to display in it’s entirety in the space provided in the application. This usually happens with long strings, or long comma-separated text. When you see ellipses on a data element, that means the data is too long to display, but you can now hover-over that element to view the entire value.

Hover-Over Opt-Outs

From your Customer view you can set a filter to view all customers who you (or they) have opted out of your survey. Now, by hovering-over the “Opt Out” label, you’ll see the date when this opt-out was added. Also, when exporting your opt-outs, you’ll also see a column with the date the opt-out was added.

Hover-Over Data to Copy

From your Feedback by Customer view, when you select a customer’s row in the table, you see that customer’s detailed survey response on the right. That detail panel includes various data elements that you included with your survey launch data. This data is part of the feedback record to help you understand the nature of the customer’s experience and significance of their feedback. You might include helpful data elements like the customer’s phone number, account number, or PO number.

When you hover-over any of these data elements, you will see a tip showing the value and clipboard icon. Simply click your mouse while hovering-over, and that element is copied to your clipboard. This is particularly handy for easily capturing a customer’s phone number or PO number to paste in follow-up emails, or other internal feedback documentation.

Native automations for Salesforce and Mothernode

Salesforce is one of the most popular and powerful CRMs on the planet. If you use Saleforce to keep track of your customers, contacts, transactions, cases and more, did you know you can automate reports to send to your LoyaltyLoop? Doing so can automate your feedback and review process.

Using a free app from Salesforce AppExchange, users can send csv files of customer contact details to their LoyaltyLoop Launch File Email Address on a schedule that matches their desired survey launch frequency (e.g. daily, weekly, etc.).

You should review the various options available on the AppExchange to send csv files containing Saleforce reports, and choose the right app for your business.

To illustrate how you might automate your LoyaltyLoop with Salesforce, here’s a great video showing how easy it is when using the free version from CloudAnswers Report Sender product.

Leveraging Net Promoter Score in Your Business

Section 9: In conclusion

If you've been reading our monthly posts, you've been reading each section of our latest white paper, "Leveraging Net Promoter Score in Your Business". This month, we bring it to a conclusion.

Net Promoter Score is a useful metric to help businesses understand their customers’ experience and find ways to improve their business. Net Promoter Score is gathered by asking customers one question on a scale of one to ten, and other scales: “How likely is it that you would recommend {Company/Brand} to a friend or family member?” Customers responses are categorized as Detractors, Passives, and Promoters.

These scores are then used to calculate Net Promoter Score using a formula, resulting in a score on a scale from -100 to +100. Businesses can use this score as a benchmark for their customer experience and gauge their growth and improvement over time. Using feedback from customers, businesses can improve their processes and products to better serve their customers and improve their Net Promoter Score.

Net Promoter Score is just one of many metrics that help businesses to understand customer experience. It should be taken into consideration with a range of other metrics. Customer feedback trends have evolved over the years from surveys in-store, in the mail, on the phone, via email, to website surveys – but they are just that: trends. It is important to be agile and stay on top of customer feedback developments as the customer loyalty landscape evolves.

For additional reading on Net Promoter Score, check out The Ultimate Question 2.0 by Fred Reichheld.

Download the entire white paper “Leveraging Net Promoter Score in Your Business” here.

FTC Rule Bans Fake Reviews and Testimonials

Here’s some good news coming out of the Federal Trade Commission this month. The FTC has issued their final ruling banning fake reviews.

If you read our posts, we’ve discussed proper handling of fake reviews in general, and avoiding bad temptations with Google reviews specifically.

Fake reviews have become a large problem for online sellers and buyers alike, undermining the credibility of the entire marketplace. That does not help anyone, except for unscrupulous people and companies attempting to deceive buyers.

The FTC’s effort to address this matter started back in 2022, and concludes this month with a final ruling.

When it comes to soliciting feedback, reviews and testimonials, always execute a process that is based on trust, professionalism, and respect. If you’re not using a service like LoyaltyLoop, consider it. The processes executed in services like LoyaltyLoop ensure your customers are engaged appropriately, and your use of their feedback, reviews and testimonials is handled with proper care and diligence.

As stated in the FTC’s press release, the final rule prohibits:

Here is the PDF of FTC Final Ruling in complete detail, for those more ambitious souls.

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