Congratulations from AVALA to the 2015 Marine Industry CSI award recipients. As a token of our appreciation for your support and to make the boating consumer aware of your achievements AVALA, with assistance from the NMMA has been able to place this ad to run in all NMMA show guides this boat show season. The ad will be featured in 20 NMMA shows reaching upwards of 700,000 consumers. Good luck this selling season and thank you for your participation in the Marine Industry CSI program.
The National Marine Manufactures Association(NMMA) understands the significance of customer
satisfaction as a direct indicator of a company's overall success. Every year, the NMMA recognizes
those whose products received the highest overall rankings in customer satisfaction throughout
the industry.In 2014-2015, 45 boat and engine manufacturers have achieved this noble status.
Thank you all for your participation in the 2014-2015 season. Here are some key points to keep you informed on the latest happenings
1. Program ended March 31st
2. Data being analyzed to confirm award status
3. Audit participants must get your data to us by May 1.
4. AVALA will communicate award level status to all builders in May; any review must take place within 30 days
5. Final Award levels given to NMMA for approval by mid- June at the latest
6. Award earners can promote in your brand’s collateral this summer (you will be promoting the 2014-2015 award)
If you have any questions, please contact Steve Pizzolato, firstname.lastname@example.org.
If you are a full Marine Industry CSI participant (AVALA handles your Marine Industry CSI program) all Marine Industry CSI returned surveys received by 3/31/15 at midnight qualify for the Marine Industry CSI award. We will cut off all scores as of that time and begin final calculations and auditing of on-line scores vs. actual raw data. Please note, because your scores are on a rolling 12 month, the score you may see on March 31st, may in fact change as surveys come in after the award period is over but we will look at the March 31st point in time as the cut off. You need 25 completed surveys per each segment in which you qualify for an award.
If you are an audit participant you must send in your data for us to audit of all returned surveys from April 1, 2014-March 31, 2015. You can send this electronically to Becky Bergman. Your data must contain the customer record, including boat surveyed, HIN, boat type, engine type (so we can classify it in the correct category) customer name, address, email and phone if available, plus the answer to the OSAT questions on boat, engine and dealer satisfaction score. You need 25 completed surveys per each segment in which you qualify for an award. Good luck!
Congratulations from AVALA to the 2014 Marine Industry CSI award recipients. As a token of our appreciation for your support and to make the boating consumer aware of your achievements AVALA, with assistance from the NMMA has been able to place this ad to run in all NMMA show guides this boat show season. The ad will be featured in 20 NMMA shows reaching upwards of 700,000 consumers. Good luck this selling season and thank you for your participation in the Marine Industry CSI program.
After 12 years of supporting the Marine Industry CSI program, Brian Rappaport, the Marine Industry CSI program manager has decided to pursue other career opportunities. We wish Brian the best of luck in all his future endeavors. To ensure that the program continues to serve the industry well, we have expanded our team to better manage the overall program communications as well as improve the technical delivery of the Marine Industry CSI platform.
Becky Bergmann (email@example.com) will serve as the General Manager of Marine Industry CSI with help and support from the rest of the Marine Industry CSI customer service team, Jamie, Laurie and Kelly. Avala is proud to be able to provide ongoing support of the Marine Industry CSI program.
Satisfaction surveys are a great way to discover what your customers like or dislike about a product. There are many types of surveys, but which one is right for you? What type of questions should you be asking to gather the most accurate and helpful information for your particular business? What do you do with the feedback once you have it?
Are you interested in repeat customers? If you answered yes, then you probably already understand the importance of customer satisfaction and know that top-notch customer service encourages brand loyalty. Now more than ever, it’s time to stop looking at customer service as primarily a cost center (reactive) and start thinking of it as a product and an asset (proactive) that can help generate revenue through increased customer satisfaction and brand loyalty.
Why are we talking about a motor vehicle manufacturer on a site devoted to the marine industry? Because all business owners can learn from the way Tesla Motors utilizes customer satisfaction to promote brand loyalty and profitability.
Reviews provide opinionated information based on personal experience. As a business owner, the first step towards getting a positive review of your product is to have one customers are happy with. Do you know what percent of purchasing decisions are primarily based on a word-of-mouth recommendation? What about the number one reason why a customer does not want to write a review?
Your favorite customers are known as advocates, whether you call them that or not. Advocates are the customers who tell their friends to try your product because they themselves liked it. Click below to learn more about how to identify, cultivate and grow your advocate population and in turn, increase future sales.
Customer satisfaction inspires repeat purchases in every industry. Click below to learn more about how the retail industry utilizes customer satisfaction to encourage repeat customers and increase profitability.
Looking to improve your nurture marketing and customer communications capabilities? Aimbase takes your customers from Aspiration to Advocacy®. For a short time, AVALA is offering Marine Industry CSI participants discounted upgrades to couple Aimbase's lead and customer nurturing module with the Aimbase Marine Industry CSI 3.0 upgrade.
Do you need help optimizing your company's ability to take prospects from Aspiration to Advocacy®? Now, you can get your hands on important white papers that offer strategy and tactics on how to improve your go-to market and customer retention approach.
- After the Sale
Plus any manufacturer that schedules a webinar or in-person demonstration of Aimbase with AVALA during the months of January, February and March will receive a complimentary digital performance report. The analysis will measure:
- Your digital performance compared to up to three other marine companies on over 100 criteria in website,
social media, email marketing
- Website improvement recommendations
- SEO evaluation
- Traffic analyses
- Site content breakdowns
- Usability testing
- Social network audits
- Competitor benchmarking to see how your brand's digital performance measures up to others
Please contact Steve Pizzolato to schedule your webinar.
AVALA will be giving a special presentation about linking Marine Industry CSI to customer loyalty and advocacy as well as discussion about the end of the 2013-2014 program year and awards process. The meeting is tentatively scheduled for February 13th from 1-2PM. As soon as we have more information about the location of the meeting we will send an emailed update.
2014 is your year to be a champion! In order to streamline communications and accountability we are asking all of the participant brands to create a Marine Industry CSI Champion within your organization. The Marine Industry CSI Champion will be the vital hub for all communications. The Marine Industry CSI Champion will ultimately be responsible for confirming all data that AVALA receives is timely and valid as well as management of the end of year awards process. Working closely with AVALA's client service team, these points of contact should make the program more efficient.
We have expanded our NMMA customer support team. Laurie Fleis and Abbie Nicoloff will be assisting Steve Pizzolato and taking a larger role in leading many of the day-to-day customer service functions. Both Laurie and Abbie can be reached via phone at 636-343-9988 or via email at firstname.lastname@example.org and email@example.com, respectively.
Additionally, we will also be introducing additional senior account services personnel to the Marine Industry CSI participant manufacturers. This approach will allow us to be more communicative and address your questions and concerns more proactively. We will contact you to set up an introduction call.
The launch of the program's new informational website (www.newnmmacsi.com) has received very positive reviews. The website will continue to evolve as a central hub for customer and product satisfaction industry news. You should look forward to our on-going program newsletters for important program updates, white papers and offers that will add value to your participation.
IBEX 2013 was an excellent opportunity to review satisfaction drivers from the 2012-2013 Marine Industry CSI program year. The September 17th presentation featured a program overview, analysis of statistical metrics sampling of other enhanced reporting opportunities.
On June 1 2013, all program strategy, management, marketing and operations were turned over to the AVALA Marketing Group, in consultation with the NMMA. This change was made because of shifts in customer satisfaction which require a Marine Industry CSI program to be nimble, allow manufacturers to have the option to create a customizable program that reflects to their individual business, offer manufacturers more flexibility in tiered pricing, process and technology platforms, and essentially allow manufacturers to build their own program within the Marine Industry CSI framework.
Now more than ever, manufacturers have the ability to create a Marine Industry CSI program that meet their specific needs. From the very simple to the most complex, the Marine Industry CSI program now offers a new level of flexibility not previously available.
We are proud to introduce a new industry newsletter called "After The Sale". The newsletter will provide marketing, sales and channel stakeholders content to foster a better understanding on the linkage between consumer satisfaction, advocacy and retention.
Each edition of the newsletter will be distributed to over 200 manufacturers and 6,000 sales channel representatives. All content will be available online for future reference.
There's a common misconception about the role marketing plays throughout the customer lifecycle, and we feel that many companies can do a better job building long-lasting relationships with customers after the sale. This is especially true for recreation and leisure companies that sell high-cost, high-consideration products and services. Customer retention represents a significant percentage of overall sales and profits for these companies.
Believe it or not, another year has come and gone and the NMMA is ready to announce the 2012/2013 award recipients. Activities start with the official release in late August and culminate with the award presentation at this year's International Boatbuilders Exhibition and Conference on September 17th in Lexington, Kentucky.
The Marine Industry CSI program will soon offer blog content available through www.newnnmacsi.com. The purpose of the blog is to provide Marine Industry CSI stakeholders information on an ad hoc basis. Content may include white papers or trends about customer satisfaction.
Stay tuned for more details.