CLIENTpulse launches as a lightweight solution to help organizations stay close to their clients and learn where they are excelling and where they need to improve. Outdated online customer satisfaction survey tools were too cumbersome to consistently use, did not send reminder emails, were not optimized for mobile, and had poor reporting and usability. CLIENTpulse streamlines these issues to create a client-driven blueprint on how to improve and which clients to focus on before they jump ship.
Forest Key, CEO of buuteeq describes CLIENTpulse in four simple words, “Clean, simple, actionable. Wow.” Too many times, leaders like Mr. Key have marked prospects as “closed” in their customer relationship management (CRM) tool, to then lose visibility on how these accounts are doing once they are passed along to account managers. CLIENTpulse bridges this void by helping leaders maintain a consistent, objective pulse on client satisfaction.
CLIENTpulse CEO, David Niu, states, “Even for our own offering, I craved consistent client feedback to continually improve. However, the online options we used to survey our clients didn’t send automated reminders, didn’t schedule regular pulses, and didn’t present the insights in an easy manner to share within our organization. This helped inspire CLIENTpulse.”
To keep CLIENTpulse lightweight, there are only three questions per CLIENTpulse survey:
1. Client Happiness Index (CHI) which is influenced (but not affiliated) by Net Promoter Score® (NPS).
2. Rotating question that focuses on different areas each quarter like retention, service, etc.
3. Suggestion box enabling customers to provide any type of free-form feedback
Due to this simple approach, CLIENTpulse is able to generate extremely high response rates that highlight where organizations should invest their limited time and resources.
Furthermore, after CLIENTpulse users receive their results, they’re also able to benchmark it against other companies’ outcomes. In addition, invaluable feedback is also passed along in responses that can be used to refine companies’ products and services and to refresh marketing materials with testimonials like:
“Your service is great. One feature we would like to see is another ‘class’ of admin privileges. We would like to give access to view results to our supervisors but for their department only.”
Nate Redmond, Partner at Focal Law PLLC adds, “My partner and I have always wanted to get client feedback, and we received great feedback from your CLIENTpulse. It is an impressive service, and we’ll happily be a reference and refer the service to others.”
Any organization can sign up for a free trial at CLIENTpulse.com. After signing up, they’ll be able to see:
– Which clients are at risk
– Which clients are the happiest
– Benchmarks to evaluate their performance against others
– Invaluable client feedback on how to improve
To learn more about CLIENTpulse, please visit http://www.CLIENTpulse.com.
CLIENTpulse gives leaders a constant pulse on how they’re doing, which clients are happy, and which are about to jump ship. CLIENTpulse provides objective feedback from clients that informs product development, customer service, sales, and marketing. This new approach to online customer satisfaction surveys rises above other online tools that generate low response rates and are unwieldy to manage on an ongoing basis.
CLIENTpulse, of Seattle WA, is the second offering from TINYhr which was started in 2012 by David Niu, who previously founded NetConversions (sold to “AQNT”) and BuddyTV. Niu recently sold everything and traveled around the world with his wife and then-10 month old daughter. Along the way, he interviewed entrepreneurs about best practices and pain points around leadership, culture, and building a successful company. Upon returning, David focused on what he learned from these global business owners to launch TINYpulse in 2012 and now CLIENTpulse.