Loyalty Rules!

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• Loyalty Rules!

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Loyalty Rules!

• The Ultimate Question
• Fred Reichheld

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Loyalty Rules!

• WOM
• Perception is truth!

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Loyalty Rules!

• From parentsurvey_at_kindermusik.com
• Subject line 3 questions in 3 minutes
• Dear Kindermusik parent,
• Thank you for enrolling in a Kindermusik class.
  We value your participation and your opinion.
  Please complete the 3-question survey which will
  take 3 minutes or less. Your response will remain
  anonymous unless you consent to including your
  name. We know your time is precious. Thank you
  for helping us to do our absolute best.

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Loyalty Rules!

• Privacy Consideration
• When a parent has chosen to enroll in a
  Kindermusik class, they will likely not consider
  receiving a survey inquiring about their
  experience a privacy violation, even if the email
  comes from the parent company, Kindermusik
  International. Kindermusik International will not
  use the submitted parent information to contact
  them for any reason other than the survey.

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• What information is required to participate in
  the survey?
• Educator Number This must be included for you to
  be able to view results, available in the
  Teachers Lounge.
• Parent first name The email to each parent is
  personalized.
• Parent last name We search for duplication and
  will not send a parent two surveys in same
  curriculum in the same semester.
• Parent email Please check to be sure this is
  accurate.
• Curriculum Village, Imagine That, Our Time,
  Young Child, Family Time, Sign Sing, ABC
  Music Me, Adventures
• Unit Use unit name as it appears in the
  Kindermusik Product Guide or on Legend tab of
  Excel template
• Starting Date Date semester begins
• Ending Date Date semester ends

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• loyaltysurvey_at_kindermusik.com

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• How can I help get a good response rate?
• Dear Kindermusik Families,
• I just wanted to drop you a note to let you know
  how important you are to me. 
• During this semester, you'll be receiving a
  request to give your feedback on our Kindermusik
  experience together. 
• Please know that I am interested in hearing your
  thoughts. I value and desire knowing what is
  working and what is not. 
• So, please don't hold back!  You won't hurt my
  feelings. Telling me what to improve helps us
  all. 
• Thanks in advance, Miss Sally
•  

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• Parents,
• We value you and your ideas. We want to take
  your feedback into consideration as we constantly
  strive to improve our offerings for you and your
  children and as we manage the schedule.
  Kindermusik International will be sending you a
  brief survey that has only 3 questions. Please,
  please take a moment to share your thoughts.
  Think of it as an opportunity to improve upon the
  investment you're already making in your child.
  Your time and effort is appreciated.Sincerely,K
  athy

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• We have exciting news. Those of you who are
  veterans know that we are ALWAYS looking to find
  out 2 things 1) How we can improve for you,
  and 2) What you like and hope will never
  change.Well, Kindermusik International has
  offered to do the BLIND surveying for us. If you
  would like, you can include your name on your
  response to KI, but if you would prefer to remain
  anonymous please do.If you would not like to
  receive a survey from KI, please let us know. You
  can expect to hear from Kindermusik International
  somewhere in the next 13 weeks with a VERY SHORT
  3 question survey.We thank you in advance for
  helping our Foundation be the BEST IT CAN
  BE!With much gratitude,Betsy
• Have questions? Let us know!

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Loyalty Rules!

• How likely are you to recommend this program to a
  friend? (0 -10 scale)
• What is the most important reason for your
  response? (open question)
• Your educator is interested in learning from your
  perspective. May she contact you?
•  

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Loyalty Rules!

• PROMOTERS (9, 10)
• PASSIVES (7, 8)
• DETRACTORS (0 6)

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Loyalty Rules!

• 10 parents responded to the survey
• PROMOTERS 8 80
• PASSIVES 1
• DETRACTORS 1 10
• Loyalty Score 70

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Loyalty Rules! Surveys completed by parents
5,592 Promoters 4,906
Passives 568 Detractors 118
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Loyalty Rules!
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Loyalty Rules!

• What it isnt.
• Grade
• Individual comparisons
• What it is..

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Loyalty Rules!

• Candid, real-time responses
• Global comparison
• Opportunity to impact WOM
• Marketing information
• Competitive edge
• Opportunity for improvement

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Loyalty Rules!

• Promoters are sharing what they love
• My teacher!
• Individualized
• Learning (Benefits)
• Materials at Home
• Bonding/Quality Time
• Socialization

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Loyalty Rules!

• (10) The class is such a wonderful to bond with
  your baby and introduce different sounds, tactile
  toys, and interactive activities. Being a stay at
  home mom, it was important for me to find an
  activity that my son and I could do together with
  other kids his age that was in a safe and
  supportive environment.
• (10) It is a wonderful bonding time between my
  daughter and I, with no interruptions. I enjoy
  the small group of other Mothers with children of
  similar age. My daughter loves it!!

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Loyalty Rules!

• (10) It is great learning and social time for my
  kid. I am a stay at home mom she she isn't
  around kids everyday
• (10) I have already brought a friend to join and
  encouraged an out of state friend to seek out a
  class in her area.I find Kindermusik to be a
  great way for my child to socialize with other
  babies and enhance his life through musical and
  movement experiences.

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Loyalty Rules!

• (10) It is a great way to get children more
  social and interacting with each other
  (particularly at this young age). It also is a
  great opportunity to get parents involved and
  engaged with what their child is learning and
  doing. I have found that by going to Kindermusik
  class, I am getting more comfortable and
  confident in my abilities as far as being out in
  "public" with my 19-month-old -- learning not to
  be so worried about how he might behave, etc.
  It's good practice for new parents! )

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Loyalty Rules!

• (10) this class has given me so much self
  satisfaction. I am so glad that I have found
  something that I can do that I love. (parent)
• (10) Kindermusik classes and the instructors we
  have had are wonderful! We love everything
  about them! They help parents connect with each
  other and parents with children. it is always
  good to have help to be a better connected
  parent.
• (10) As a music education major, I believe
  teaching music appreciation to all ages is very
  important . The teacher does a fantastic job of
  making the class a great learning time for the
  child and the parent, and she makes it a fun
  experience also!

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Loyalty Rules!

• (10) The teachers "teach important concepts."
  They are not there just to entertain the children
  but to help them grow into the best person they
  are capable of be coming.
• (9) The class/teacher engage my child and he (and
  I!) really enjoys the class. I feel that music
  is an important part of anyone's life, and the
  fact that it helps with cognitive development is
  a real bonus!
• (9) We really enjoy the class. Our teacher is
  great with the kids. She explains the purpose to
  the songs, development, etc

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Loyalty Rules!

• (10) I would recommend the Our Time program. My
  daughter and I have learned a lot of new songs
  that we are constantly singing throughout the
  week. I like the fact that we are given materials
  to take home which further familiarizes us with
  the songs we will be/are doing in the class. My
  daughter likes the Animal Serenade book and
  enjoys listening along to it on the CD. And, I
  like that she's being exposed to different types
  of music and words.
• (9) It's been a wonderful social/musical
  experience for my daughter. She smiles all
  through the class and loves hearing the music at
  home too. I feel like I've learned a lot about
  how she is learning beat, tempo, etc.

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Loyalty Rules!

• (10) The teacher is fabulous.
• (10) The teacher is amazing! She is very gifted
  with children, and my daughter loved it and my
  son!
• (10) The three teachers we have had have all been
  VERY knowledgeable and seemed excited to be a
  part of the program.

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Loyalty Rules!

• Detractors are sharing what needs improvement
• Benefits
• Schedule
• Class is too small
• Cost (Value)
• Teacher

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Loyalty Rules!

• (4) The program seemed like it could have a lot
  of potential but our teacher left a lot to be
  desired. She read from her lesson plan the entire
  class and didn't seem well prepared or energetic.
  She just didn't seem to put forth much effort.
• (6) We loved the quality of ___s class.
  Honestly, though, since moving I am not nearly as
  impressed with ___s professionalism or
  organization. We continued because our daughter
  loves kindermusik and music in general. I think
  the quality varies greatly from instructor to
  instructor so I would tell people to try a class
  and decide if they like that instructor rather
  than the Kindermusik materials which are
  wonderful!

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Loyalty Rules!

• (6) Our teacher can be a little disorganized
  which shows in the class.
• (4) The instructor shows up late for most of the
  sessions. She is not prepared and does not have
  the materials on the wall when we get to class.
  So even if she is on time she is spending the
  first 5 minutes putting up the songs so we know
  what to sing.
• (5) The instructor is not always prepared for the
  class which makes it less fun for our son.

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Loyalty Rules!

• (4) Too structured/rigid for age group - not
  enough diversity of experiences for the children
  to ENJOY
• (2) i find there is not enough emphasis on the
  kids, but too much involvement of the parent. the
  instructor seems to go strictly by the textbook,
  there is hardly any flexibility. instruments are
  not used enough.
• (6) the teacher can be a bit strict at times. She
  does not let the babies be babies. It is their
  time to enjoy it as they se fit, and I feel if
  they wish to crawl or walk around, they should
  have those freedoms, and not be so attached to us
  the entire time

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Loyalty Rules!

• (4) My unsureness is lack of the control of the
  class. I am not sure they are listening or
  learning as much. I think the instructor is a
  very kind and loving person. My child really
  enjoys her. I am unsure about how much learning
  is taking place.
• (4) I'm having trouble seeing what my daughter is
  getting out of it. I know some of the skills will
  prepare her to play a mucical instrument, but I
  thought there would be a lot more fun - singing
  and dancing
• (6) Basically, not enough time given for any real
  music development in my opinion. 45 minutes or
  so, once a week is simply not enough time to
  achieve real value. Class is great, teacher is
  terrific, too short.

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Loyalty Rules!

• (5) I have not been able to attend many of the
  classes with the new instructor (my Nanny takes
  my son) but it seems that class (size) has been
  getting smaller and smaller which is less fun for
  my son.
• (5) Time of classes. Most of my friends work and
  there are not a lot of time slots options that
  fit working parents.

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Loyalty Rules!

• (0) There have been several classes in which the
  teacher did not call to say she was cancelling
  class - we had to drive 30 minutes just to be
  notified when we entered the building that she
  was not having classes. It was a real hassle
• (5) It would have been nice if they recognized
  the child's birthday. Also, price seems high.
• (2) Inflexible and rigid class make-up policy.

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• Loyalty Rules!