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Considering using this for client feedback at the health club where I work. I have yet to have my Planet Fitness "channel" made official - does that prevent me from getting started? Please have a look at www.planetfitness.se.
suggestions for how to get started, using get satisfaction for a health club?
I’m jumping to get started
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Inappropriate?Hi Stefan,
You can add your company by going here and selecting whether you want to do the free plan or a paid package. You'll be able to find out more about the packages before making a final decision.
As part of the process for adding the company you can also "claim" it as an employee. The approval process is manual and can take up to four business days.
Once you've done that successfully and have been approved, you'll want to take a look at our widgets which you can embed on your company's web site to point your customers to your Get Satisfaction community.
You can also watch our community webcast series with tips on community management as well as how to best start, grow & nurture a successful customer community.
Let us know if you have any additional questions.
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Inappropriate?I had an error withe the form when submitting my feedback to your videos so I'm posting here. Originally not really meant for public eyes since the tone I guess is so frustrated, sorry... anyway..
"What information would be helpful to you to better manage your customer commnity"
Clear beginner video screencasts, engaging and professionally edited content. Clear and more concise. I was directed here from your answer in regards to my support query and this wasn't meaningful. What are the basic logistics of an unhappy customer with my health club, when logging their complaint in get satisfaction? Can I keep the community closed (should I?). What is the community support like as far as e-marketing goes? Is there an internal forum for personell at my company to discuss current tasks? Again - what goes into the paid version. These examples are all geared towards current users.
I’m undecided
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Inappropriate?Hi Stefan,
I'm realizing I may have misunderstood your original post. I thought you were asking how to add your company to Get Satisfaction. But it sounds like you've already added it and you are waiting for next steps?
We actually are in the process of working on an introductory screencast to help people get started as well as several other improvements to provide more guidance and education along the way.
For now, we do have a collection of help topics here which may be of some use.
You can see a grid of all the paid packages here for a comparison of features with some links to more information.
We do not provide an internal forum for employee to employee communication, however we do have plans for a team dashboard down the road that will assist companies with task management & assignments in their Get Satisfaction communities.
Get Satisfaction customer communities are open & public. We currently don't offer true closed or private communities, though it is something we're discussing. Right now, when a company is added to GS it remains "private" (not findable via search or indexed by Google) until we manually make it public. However, this is more of a privacy by obscurity, not any actual password protection type privacy. Some companies ask us to leave their space "private" while they're in pre-launch mode, but this is not a long-term solution for a closed community. Part of the value of Get Satisfaction are the network effects of being part of a larger network of customer support communities.
Can you elaborate what you mean when you ask "What are the basic logistics of an unhappy customer with my health club, when logging their complaint in get satisfaction?" and "What is the community support like as far as e-marketing goes?"
For the latter, are you referring to the marketing benefits of using Get Satisfaction? We believe that, when done right, engaging with your customers in an authentic and positive way, in a public space like this can provide real opportunities for customer retention and evangelism.
There actually is quite a bit of content in the webcasts I pointed you to that can be very helpful for someone just starting out with a customer support community. Particularly the second one "Reducing support costs by turning to your community" and the fourth one which is an interview with a Customer Support Manager who uses Get Satisfaction to great effects. The annotated slides for the webcasts are available as well at http://slideshare.net/getsatisfaction.
I hope this helps. -
Inappropriate?Thanks for pointing me towards some of the help topics. I'm afraid I'm still looking a little for something that is a little more of a 1, 2, 3-way of getting started. I am usually a little about getting started with these things, though my overall impression is that it would be beneficial to us. I also understand that there is really no point in doing it altogether closed or private - sort of defeats the point - though some kind of internal task management support seems useful.
About elaborating on the my first question I am merely curious to what some examples are in some kind of "Here's Jane, she was looking for a solder iron at the department store but first met with a sales clerk she felt wasn't very professional, and second she couldn't find her way around."
I think something like this would easily get the rest of the team (the people at my workplace) on-board to start using the system. I can't really show them the slides or webcasts simply they were very colourful (they don't correspond to how nice your site looks)
Anyway I guess I'm just waiting for the company (Planet Fitness) to be added to the list and then just try and install some widget and go on by learning by doing.
I’m ok I guess
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Inappropriate?Hi, Stefan. Your company was added and has been live all this time. I don't see an employee claim for this company. You can claim here if you want: http://getsatisfaction.com/planetfitn...
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Inappropriate?Hi Stefan,
It's true that in a customer support community you are occasionally going to get complaints. We really see complaints as a great opportunity -- to not only change the mind of the complaining customer, but also to show other customers -- and potential customers -- who you are as a company by how you respond. Customers can tell a lot about a company by how their employees deal with criticism.
Here are some examples of interactions where I feel the employees did a great job responding to criticism. In some cases, the customer was turned around. In others, it's not apparent what effect the employee response had on the customer, however, it reflects well on the employee and the company to any one else who comes across it.
http://getsatisfaction.com/mofilm/top...
http://getsatisfaction.com/snapfish/t...
http://getsatisfaction.com/muvee/topi...
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Inappropriate?Looking at the pricing grid:
- Which plans include widgets? (all?)
- What are champions? (perhaps there should be an explanatory link?)
- How does the free package stack up against the paid ones? (add to grid?)
Other:
- I think the idea of importing a FAQ would be a nice way of getting started. Examples of this? Making a "Planet Fitness FAQ" staff badge user who just posts the FAQ in one go, right?
- Internationalization? Preferred language is... Swedish.
- Also, as incosistent as my spelling might have been here... I was looking at this http://getsatisfaction.com/plans/premium:
"You Should Consider This Plan If
[add: You want] all the features of Basic, plus... "
- I like this service because it gives us a chance to keep customer and community experience close to home. Instead of keeping company grading and client opinions on remote domains (who accidentally also keep sales reps to call us trying to sell lackluster advertising services) this gets us the opportunity to reap the benefits of a direct interaction with our clients and prospects.
I’m content
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Inappropriate?Widgets are free. You can check them out in detail here.
We do have some "pro widgets" coming out that will go with paid packages, but the free widgets are already packed with a lot of useful functionality. More on which packages include which pro widgets coming soon.
Champions are members of your community who have proven themselves so useful that you decide to "anoint" them with a "champ" badge. It's an honor that further encourages them to continue helping out in your community. I talk quite a bit about the value of champions in my webcasts. Here's a little more about champions. Yes, we need to have a formal description. We're in the midst of working on that and many other pieces of educational / informational content.
Here is more info on what is included in the free service. Agreed, this also needs to be more readily available from the marketing pages. We're working on it. :)
Internationalization is coming. At the moment, I believe our first rev which will be a lighter weight version is scheduled for this year with plans for a deeper dive into it next year.
Good point on that copy. Thanks!
Thank you for all your great questions. This actually helps me quite a bit in the work I'm doing to improve our education & communication throughout the site.
I’m guessing *your* cupcakes must be vegan & gluten-free, though.
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