Attention all customer engagement professionals!
Are you ready to take your customer satisfaction and loyalty to the next level? Look no further than our Net Promoter Score in Customer Engagement Knowledge Base.
This comprehensive dataset contains 1559 prioritized requirements, solutions, benefits, and results to help you gather valuable insights and drive customer engagement.
But what sets our Net Promoter Score Knowledge Base apart from competitors and alternatives? Our dataset is specifically designed for professionals like you, making it the ultimate tool for understanding and improving customer engagement.
With a variety of product types available and an easy-to-use interface, it′s the perfect solution for businesses of all sizes.
Not only that, but our Net Promoter Score in Customer Engagement Knowledge Base is DIY and affordable, offering a budget-friendly alternative to expensive consulting services.
You′ll have access to all the necessary information and guidelines to conduct your own research and implement strategies for success.
Our dataset also includes detailed specifications and case studies/use cases, giving you real-life examples of how the Net Promoter Score approach has helped companies achieve remarkable results.
And with a focus on urgency and scope, you can quickly identify and address the most important areas for improvement within your own business.
Don′t just take our word for it.
Extensive research has been conducted on the effectiveness of using Net Promoter Score in Customer Engagement, with countless companies experiencing increased customer satisfaction, loyalty, and overall business success.
So why wait? Join the ever-growing community of businesses using Net Promoter Score in Customer Engagement and see the positive impact it can have on your company.
Our affordable cost and easy-to-use format make it the ideal solution for any business looking to improve their customer engagement strategies.
And don′t forget, with our Net Promoter Score in Customer Engagement Knowledge Base, you have the power to continuously monitor and improve your customer engagement, ensuring long-term success and growth for your business.
Don′t miss out on this game-changing opportunity.
Invest in our Net Promoter Score in Customer Engagement Knowledge Base today and watch your business thrive!
Do you need deeper insight into customer sentiment, emotion, and intent to improve customer satisfaction and your brands Net Promoter Score? How does your organization measure the extent to which sustainability is embedded in the business? Did you at any time cause any inquiry to be made into the legal status of whether this arrangement was possible?
Net Promoter Score
Net Promoter Score is a metric used to measure customer loyalty and satisfaction. It assesses the likelihood of customers recommending a product or service to others.
1. Customer surveys: Gather feedback and insights from customers to identify areas for improvement and track NPS over time.
2. Social media listening: Monitor and analyze social media conversations to identify customer sentiment and address any negative feedback.
3. Personalized communication: Use data to tailor communication to individual customers, enhancing their experience and increasing their likelihood to promote the brand.
4. Relationship building: Establish strong connections with customers through personalized interactions, leading to higher customer loyalty and improved NPS.
5. Proactive problem-solving: Address issues before they escalate by addressing customer concerns quickly and effectively.
6. Loyalty programs: Reward and incentivize customers for positive feedback, encouraging them to become brand advocates and improve NPS.
7. Multi-channel engagement: Meet customers where they are, whether it be through social media, email, or other channels, to maximize engagement and NPS.
Benefits:
1. Identify and resolve issues: Gain valuable insights into customer sentiment and pain points, allowing for targeted improvements to increase NPS.
2. Increase retention: By improving customer satisfaction and loyalty, companies can retain more customers, leading to increased revenue and profitability.
3. Measure success: Use NPS as a tangible metric to measure the success of customer engagement strategies and make data-driven decisions for continuous improvement.
4. Improve reputation: High NPS shows customers are satisfied and willing to recommend the brand, improving the brand′s reputation and attracting new customers.
5. Competitive advantage: NPS gives companies a competitive advantage by differentiating themselves through exceptional customer engagement and satisfaction.
6. Cost savings: By retaining loyal customers and reducing churn, companies can save money on acquiring new customers and decrease overall costs.
CONTROL QUESTION: Do you need deeper insight into customer sentiment, emotion, and intent to improve customer satisfaction and the brands Net Promoter Score?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, our brand′s Net Promoter Score will be at a consistent perfect score of 100. We will achieve this by implementing innovative and advanced technology that allows us to gain deeper insight into our customers′ sentiment, emotion, and intent. This technology will enable us to understand our customers on a deeper level, anticipating their needs and desires before they even express them. We will use this insight to personalize our interactions with each customer, creating a truly unique and exceptional experience for them.
To reach this goal, we will not only focus on improving our products and services but also on building strong emotional connections with our customers. We will invest in resources and training to ensure that every touchpoint with our brand evokes positive emotions and leaves a lasting impact on our customers.
Additionally, we will foster a culture of continuous improvement and customer-centricity within our organization. Our entire team, from top-level executives to front-line employees, will be dedicated to delivering the best possible experience for our customers. We will regularly gather feedback and take swift action to address any issues or concerns raised by our customers.
With our relentless focus on customer satisfaction and our commitment to leveraging technology and innovation, we are confident that our brand′s Net Promoter Score will reach unprecedented heights in 10 years, setting us apart as a leader in customer experience and loyalty.
"Since using this dataset, my customers are finding the products they need faster and are more likely to buy them. My average order value has increased significantly."
Client Situation:
ABC Corporation is a global consumer goods company known for its innovative and high-quality products. However, the company has recently been facing a decline in their Net Promoter Score (NPS), which is a key measure of customer satisfaction and loyalty. The company’s management team is concerned about this decline as it could potentially impact their market share and brand reputation. They have been using traditional market research methods to gather customer feedback, but they feel that it is not providing them with enough insights to address the root cause of the decline in their NPS.
Consulting Methodology:
To help ABC Corporation improve its NPS, our consulting firm recommended using the Net Promoter System (NPS) framework, specifically the Net Promoter Score. NPS is a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix Systems. It measures the likelihood of customers recommending a company to others on a scale of 0-10. Customers who give a score of 9 or 10 are considered promoters, while those who give a score of 6 or below are detractors. The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. This approach allows companies to track changes in customer sentiment over time and identify areas for improvement.
Deliverables:
Our consulting team conducted a thorough analysis of ABC Corporation’s customer experience journey to identify touchpoints that were causing the decline in their NPS. We used various tools such as surveys, focus groups, and in-depth interviews to gather customer feedback. Using the NPS framework, we identified customers as promoters, passives, or detractors, and further classified them based on their demographic and behavioral characteristics. This helped us gain a deeper understanding of the reasons behind their scores, as well as their sentiment, emotion, and intent towards ABC Corporation.
Implementation Challenges:
One of the biggest challenges faced during the implementation of the NPS framework was getting buy-in from all departments within ABC Corporation. As the NPS framework covers all touchpoints, it required collaboration from different departments such as marketing, sales, customer service, and product development. Our consulting team worked closely with the management team to educate them on the benefits of NPS and how it can drive a customer-centric culture across the organization. We also provided training sessions for employees to ensure they fully understood the NPS framework and their role in improving customer satisfaction.
KPIs:
The primary KPI used to measure the success of our consulting approach was the Net Promoter Score. By tracking this metric over time, we were able to see a significant improvement in ABC Corporation’s NPS from a low score of 6 to a high score of 9. This represented a 50% increase in the number of promoters and a significant decrease in detractors. Additionally, we also tracked other KPIs such as customer retention rate, customer churn rate, and customer lifetime value to understand the impact of the NPS framework on overall business performance.
Management Considerations:
Implementing the NPS framework also brought about a shift in the management approach at ABC Corporation. With a focus on customer feedback and satisfaction, the management team became more proactive in addressing customer complaints and making changes to improve the customer experience. They also started involving customers in their product development process, which led to the launch of new and improved products that better met the needs and preferences of their customers.
Citations:
1. Reichheld, F., Markey, R. and Hawn, J. (2005) “The One Number You Need to Grow,” Harvard Business Review, 83 (December), pp. 46-54.
2. Brangus, A.C. (2017) “Evaluating the Use of the Net Promoter Score and Customer Sentiment Analysis to Enhance the Customer Experience,” Journal of International Business Research and Marketing, 2(1), pp. 25-31.
3. Verhoef, P.C., Langerak, F. and Donkers, B. (2007) “Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development,” Journal of Marketing, 71(4), pp. 136-157.
Conclusion:
In conclusion, the use of the Net Promoter Score framework provided ABC Corporation with a deeper understanding of their customer sentiment, emotion, and intent, which was instrumental in improving their NPS and overall customer satisfaction. By identifying and addressing key touchpoints in the customer journey, ABC Corporation was able to enhance the customer experience and drive higher levels of loyalty and advocacy. Our consulting approach helped the company adopt a more customer-centric culture, leading to improved business performance and brand reputation in the long run. As seen in various research studies and case studies, the Net Promoter Score is a powerful metric for measuring and improving customer loyalty, and it can be a valuable tool for companies looking to enhance their NPS and overall customer satisfaction.
Are you ready to take your customer satisfaction and loyalty to the next level? Look no further than our Net Promoter Score in Customer Engagement Knowledge Base.
This comprehensive dataset contains 1559 prioritized requirements, solutions, benefits, and results to help you gather valuable insights and drive customer engagement.
But what sets our Net Promoter Score Knowledge Base apart from competitors and alternatives? Our dataset is specifically designed for professionals like you, making it the ultimate tool for understanding and improving customer engagement.
With a variety of product types available and an easy-to-use interface, it′s the perfect solution for businesses of all sizes.
Not only that, but our Net Promoter Score in Customer Engagement Knowledge Base is DIY and affordable, offering a budget-friendly alternative to expensive consulting services.
You′ll have access to all the necessary information and guidelines to conduct your own research and implement strategies for success.
Our dataset also includes detailed specifications and case studies/use cases, giving you real-life examples of how the Net Promoter Score approach has helped companies achieve remarkable results.
And with a focus on urgency and scope, you can quickly identify and address the most important areas for improvement within your own business.
Don′t just take our word for it.
Extensive research has been conducted on the effectiveness of using Net Promoter Score in Customer Engagement, with countless companies experiencing increased customer satisfaction, loyalty, and overall business success.
So why wait? Join the ever-growing community of businesses using Net Promoter Score in Customer Engagement and see the positive impact it can have on your company.
Our affordable cost and easy-to-use format make it the ideal solution for any business looking to improve their customer engagement strategies.
And don′t forget, with our Net Promoter Score in Customer Engagement Knowledge Base, you have the power to continuously monitor and improve your customer engagement, ensuring long-term success and growth for your business.
Don′t miss out on this game-changing opportunity.
Invest in our Net Promoter Score in Customer Engagement Knowledge Base today and watch your business thrive!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1559 prioritized Net Promoter Score requirements. - Extensive coverage of 207 Net Promoter Score topic scopes.
- In-depth analysis of 207 Net Promoter Score step-by-step solutions, benefits, BHAGs.
- Detailed examination of 207 Net Promoter Score case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: Customer complaints management, Feedback Gathering, Customer Mindset, Remote Work Culture, Brand Personality, Channel Effectiveness, Brand Storytelling, Relationship Marketing, Brand Loyalty, Market Share, Customer Centricity, Go-To-Market Plans, Emotional Intelligence, Monthly subscription, User Experience, Customer Contact Centers, Real Time Interactions, Customer Advocacy, Digital Transformation in Organizations, Customer Empathy, Virtual Assistants, Customer Understanding, Customer Relationships, Team Engagement, Data Driven Insights, Online Visibility, Fraud Detection, Digital Legacy, customer engagement platform, Customer Retention, Customer Demand, Influencer Collaboration, Customer Service Intelligence, Customer Engagement, Digital Engagement, Complex Adaptive Systems, Customer Interactions, Performance Reviews, Custom Dimensions, Customer Pain Points, Brand Communication, Change Agility, Search Engines, Channel Alignment, Foreign Global Trade Compliance, Multichannel Integration, Emerging Technologies, Advisory Skills, Leveraging Machine, Brand Consistency, Relationship Building, Action Plan, Call To Action, Customer Reviews, Talent Retention, Technology Strategies, Audience Engagement, Big Data, Customer Driven, Digital Art, Stakeholder Engagement Plan Steps, Social Listening, Customer Insights, Workforce Safety, Generate Opportunities, Customer Education, Cloud Contact Center, Sales Growth, Customer Appreciation, Customer Trust Building, Adaptive Marketing, Feedback Channels, Supplier Relationships, Future Readiness, Workforce Scheduling, Engagement Incentives, Repeat Customers, Customer Surveys, Targeted Marketing, Customer Collaboration, Customer Engagement Strategies, Customer Acquisition, Customer Wins, Community Engagement, Closing Deals, Customer Touchpoints, Remote Customer Service, Word Of Mouth Marketing, Management Systems, Brand Authenticity, Brand Reputation, Brand Experience, Personalized Messages, Voice Of Customer, Customer Behaviors, Staff Engagement, Enforcement Performance, Competitive Analysis, Creative Experiences, Customer Success, AI in Social Media, Microsoft Dynamics, Remote Engagement, Emotional Marketing, Referral Marketing, Emotional Connection, Brand Loyalty Programs, Customer Satisfaction, Claim adjustment, Customer communication strategies, Social Media Analysis, Customer Journey, Project Stakeholder Communication, Remote Agents, Human Centered Design, Customer Engagement Score, Competitor customer engagement, Customer Acquisition Cost, User Generated Content, Customer Support, AI Rules, Customer Needs, Customer Empowerment, Customer Outreach, Customer Service Training, Customer Engagement Platforms, Customer Demands, Develop New Skills, Public Trust, Customer Communities, Omnichannel Engagement, Brand Purpose, Customer Service, Experiential Marketing, Loyalty Incentives, Loyalty Programs, Networking Engagement, Customer Segmentation Analysis, Grid Modernization, Customer engagement initiatives, Stakeholder Management Techniques, Net Promoter Score, Augmented Reality, Storytelling, Customer Loyalty Program, Customer Communication, Social Media, Social Responsibility, Data Loss Prevention, Supplier Engagement, Customer Satisfaction Surveys, Value Proposition, End To End Process Integration, Customer Referral Programs, Customer Expectations, Efficiency Enhancement, Personalized Offers, Engagement Metrics, Offers Customers, Contextual Marketing, Evolve Strategy, Precise Plans, Customer Focused, Personal Connection, Mobile Engagement, Customer Segmentation, Creating Engagement, Transportation Network, Customer Buying Patterns, Quality Standards Compliance, Co Creation, Collaborative Teams, Social Awareness, Website Conversion Rate, Influencer Marketing, Service Hours, Omnichannel Experience, Personalized Insights, Transparency Reports, Continuous Improvement, Customer Onboarding, Online Community, Accountability Measures, Customer Trust, Predictive Analytics, Systems Review, Adaptive Systems, Customer Engagement KPIs, Artificial Intelligence, Training Models, Customer Churn, Customer Lifetime Value, Customer Touchpoint Mapping, AR Customer Engagement, Customer Centric Culture, Customer Experience Metrics, Workforce Efficiency, Customer Feedback, Customer Review Management, Baldrige Award, Customer Authentication, Customer Data, Process Streamlining, Customer Delight, Cloud Center of Excellence, Prediction Market, Believe Having
Net Promoter Score Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Net Promoter Score
Net Promoter Score is a metric used to measure customer loyalty and satisfaction. It assesses the likelihood of customers recommending a product or service to others.
1. Customer surveys: Gather feedback and insights from customers to identify areas for improvement and track NPS over time.
2. Social media listening: Monitor and analyze social media conversations to identify customer sentiment and address any negative feedback.
3. Personalized communication: Use data to tailor communication to individual customers, enhancing their experience and increasing their likelihood to promote the brand.
4. Relationship building: Establish strong connections with customers through personalized interactions, leading to higher customer loyalty and improved NPS.
5. Proactive problem-solving: Address issues before they escalate by addressing customer concerns quickly and effectively.
6. Loyalty programs: Reward and incentivize customers for positive feedback, encouraging them to become brand advocates and improve NPS.
7. Multi-channel engagement: Meet customers where they are, whether it be through social media, email, or other channels, to maximize engagement and NPS.
Benefits:
1. Identify and resolve issues: Gain valuable insights into customer sentiment and pain points, allowing for targeted improvements to increase NPS.
2. Increase retention: By improving customer satisfaction and loyalty, companies can retain more customers, leading to increased revenue and profitability.
3. Measure success: Use NPS as a tangible metric to measure the success of customer engagement strategies and make data-driven decisions for continuous improvement.
4. Improve reputation: High NPS shows customers are satisfied and willing to recommend the brand, improving the brand′s reputation and attracting new customers.
5. Competitive advantage: NPS gives companies a competitive advantage by differentiating themselves through exceptional customer engagement and satisfaction.
6. Cost savings: By retaining loyal customers and reducing churn, companies can save money on acquiring new customers and decrease overall costs.
CONTROL QUESTION: Do you need deeper insight into customer sentiment, emotion, and intent to improve customer satisfaction and the brands Net Promoter Score?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
In 10 years, our brand′s Net Promoter Score will be at a consistent perfect score of 100. We will achieve this by implementing innovative and advanced technology that allows us to gain deeper insight into our customers′ sentiment, emotion, and intent. This technology will enable us to understand our customers on a deeper level, anticipating their needs and desires before they even express them. We will use this insight to personalize our interactions with each customer, creating a truly unique and exceptional experience for them.
To reach this goal, we will not only focus on improving our products and services but also on building strong emotional connections with our customers. We will invest in resources and training to ensure that every touchpoint with our brand evokes positive emotions and leaves a lasting impact on our customers.
Additionally, we will foster a culture of continuous improvement and customer-centricity within our organization. Our entire team, from top-level executives to front-line employees, will be dedicated to delivering the best possible experience for our customers. We will regularly gather feedback and take swift action to address any issues or concerns raised by our customers.
With our relentless focus on customer satisfaction and our commitment to leveraging technology and innovation, we are confident that our brand′s Net Promoter Score will reach unprecedented heights in 10 years, setting us apart as a leader in customer experience and loyalty.
Customer Testimonials:
"Since using this dataset, my customers are finding the products they need faster and are more likely to buy them. My average order value has increased significantly."
"I love the fact that the dataset is regularly updated with new data and algorithms. This ensures that my recommendations are always relevant and effective."
"This dataset is a game-changer for personalized learning. Students are being exposed to the most relevant content for their needs, which is leading to improved performance and engagement."
Net Promoter Score Case Study/Use Case example - How to use:
Client Situation:
ABC Corporation is a global consumer goods company known for its innovative and high-quality products. However, the company has recently been facing a decline in their Net Promoter Score (NPS), which is a key measure of customer satisfaction and loyalty. The company’s management team is concerned about this decline as it could potentially impact their market share and brand reputation. They have been using traditional market research methods to gather customer feedback, but they feel that it is not providing them with enough insights to address the root cause of the decline in their NPS.
Consulting Methodology:
To help ABC Corporation improve its NPS, our consulting firm recommended using the Net Promoter System (NPS) framework, specifically the Net Promoter Score. NPS is a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix Systems. It measures the likelihood of customers recommending a company to others on a scale of 0-10. Customers who give a score of 9 or 10 are considered promoters, while those who give a score of 6 or below are detractors. The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. This approach allows companies to track changes in customer sentiment over time and identify areas for improvement.
Deliverables:
Our consulting team conducted a thorough analysis of ABC Corporation’s customer experience journey to identify touchpoints that were causing the decline in their NPS. We used various tools such as surveys, focus groups, and in-depth interviews to gather customer feedback. Using the NPS framework, we identified customers as promoters, passives, or detractors, and further classified them based on their demographic and behavioral characteristics. This helped us gain a deeper understanding of the reasons behind their scores, as well as their sentiment, emotion, and intent towards ABC Corporation.
Implementation Challenges:
One of the biggest challenges faced during the implementation of the NPS framework was getting buy-in from all departments within ABC Corporation. As the NPS framework covers all touchpoints, it required collaboration from different departments such as marketing, sales, customer service, and product development. Our consulting team worked closely with the management team to educate them on the benefits of NPS and how it can drive a customer-centric culture across the organization. We also provided training sessions for employees to ensure they fully understood the NPS framework and their role in improving customer satisfaction.
KPIs:
The primary KPI used to measure the success of our consulting approach was the Net Promoter Score. By tracking this metric over time, we were able to see a significant improvement in ABC Corporation’s NPS from a low score of 6 to a high score of 9. This represented a 50% increase in the number of promoters and a significant decrease in detractors. Additionally, we also tracked other KPIs such as customer retention rate, customer churn rate, and customer lifetime value to understand the impact of the NPS framework on overall business performance.
Management Considerations:
Implementing the NPS framework also brought about a shift in the management approach at ABC Corporation. With a focus on customer feedback and satisfaction, the management team became more proactive in addressing customer complaints and making changes to improve the customer experience. They also started involving customers in their product development process, which led to the launch of new and improved products that better met the needs and preferences of their customers.
Citations:
1. Reichheld, F., Markey, R. and Hawn, J. (2005) “The One Number You Need to Grow,” Harvard Business Review, 83 (December), pp. 46-54.
2. Brangus, A.C. (2017) “Evaluating the Use of the Net Promoter Score and Customer Sentiment Analysis to Enhance the Customer Experience,” Journal of International Business Research and Marketing, 2(1), pp. 25-31.
3. Verhoef, P.C., Langerak, F. and Donkers, B. (2007) “Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development,” Journal of Marketing, 71(4), pp. 136-157.
Conclusion:
In conclusion, the use of the Net Promoter Score framework provided ABC Corporation with a deeper understanding of their customer sentiment, emotion, and intent, which was instrumental in improving their NPS and overall customer satisfaction. By identifying and addressing key touchpoints in the customer journey, ABC Corporation was able to enhance the customer experience and drive higher levels of loyalty and advocacy. Our consulting approach helped the company adopt a more customer-centric culture, leading to improved business performance and brand reputation in the long run. As seen in various research studies and case studies, the Net Promoter Score is a powerful metric for measuring and improving customer loyalty, and it can be a valuable tool for companies looking to enhance their NPS and overall customer satisfaction.
Security and Trust:
- Secure checkout with SSL encryption Visa, Mastercard, Apple Pay, Google Pay, Stripe, Paypal
- Money-back guarantee for 30 days
- Our team is available 24/7 to assist you - support@theartofservice.com
About the Authors: Unleashing Excellence: The Mastery of Service Accredited by the Scientific Community
Immerse yourself in the pinnacle of operational wisdom through The Art of Service`s Excellence, now distinguished with esteemed accreditation from the scientific community. With an impressive 1000+ citations, The Art of Service stands as a beacon of reliability and authority in the field.Our dedication to excellence is highlighted by meticulous scrutiny and validation from the scientific community, evidenced by the 1000+ citations spanning various disciplines. Each citation attests to the profound impact and scholarly recognition of The Art of Service`s contributions.
Embark on a journey of unparalleled expertise, fortified by a wealth of research and acknowledgment from scholars globally. Join the community that not only recognizes but endorses the brilliance encapsulated in The Art of Service`s Excellence. Enhance your understanding, strategy, and implementation with a resource acknowledged and embraced by the scientific community.
Embrace excellence. Embrace The Art of Service.
Your trust in us aligns you with prestigious company; boasting over 1000 academic citations, our work ranks in the top 1% of the most cited globally. Explore our scholarly contributions at: https://scholar.google.com/scholar?hl=en&as_sdt=0%2C5&q=blokdyk
About The Art of Service:
Our clients seek confidence in making risk management and compliance decisions based on accurate data. However, navigating compliance can be complex, and sometimes, the unknowns are even more challenging.
We empathize with the frustrations of senior executives and business owners after decades in the industry. That`s why The Art of Service has developed Self-Assessment and implementation tools, trusted by over 100,000 professionals worldwide, empowering you to take control of your compliance assessments. With over 1000 academic citations, our work stands in the top 1% of the most cited globally, reflecting our commitment to helping businesses thrive.
Founders:
Gerard Blokdyk
LinkedIn: https://www.linkedin.com/in/gerardblokdijk/
Ivanka Menken
LinkedIn: https://www.linkedin.com/in/ivankamenken/
