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Customer Satisfaction Management in a modern, practice oriented way at 2hm
 

Customer Satisfaction Management in a modern, practice oriented way at 2hm

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Measurement and Management of Customer Satisfaction, Customer Satisfaction Surveys as a Strategic and Operational Contribution to all your major CRM Tasks, Theory, Approach and Methodology, Analysis ...

Measurement and Management of Customer Satisfaction, Customer Satisfaction Surveys as a Strategic and Operational Contribution to all your major CRM Tasks, Theory, Approach and Methodology, Analysis and Reporting Samples, 2hm Online Reporting,
- First-hand consulting, (fieldwork) services and
implementation support
- No interface-related difficulties, automated steering of
Call Centre processes and activities
- Complete process – from conceptualization and analysis
of results to development and implementation of
measures – at first-hand (quality responsibility and
quality control)
- Practically oriented and – at the same time – science-
based interviewing and analyse method
- Systematical identification of strengths and weaknesses,
chances and risks
- Practice-oriented reporting
- Reporting of individual feedbacks for all customers who
agreed that their results are forwarded together with their
names (including „red flag reports“)
- Automated reporting of results and needs for action:
- Very quick and efficient reporting
- Clear allocation of hierarchically-based access and read
authorisation
- Active support regarding development of measures and
activities for the whole organisation and for single
organisational units
- Own Customer Care Center (30 languages)
- High quality standards during the whole process

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    Customer Satisfaction Management in a modern, practice oriented way at 2hm Customer Satisfaction Management in a modern, practice oriented way at 2hm Presentation Transcript

    • Customer Satisfaction Management at 2hm & Associates and Business Unit System Studies 2014 2hm | CUSTOMER SATISFACTION | 2014
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 2
    • Current customers Objectives Status of relationship Prospective customers Tasks Management Relationship Target Groups Our Customer Satisfaction Surveys Make a Strategic and Operational Contribution to all your major CRM Tasks Lost customers Initiation Socialisation Growth and maturation Initiating of new business relationships Consolidation of new business relationships Strengthening of current business relationships Stabilization of threatened business relationships New customer management Satisfaction management Complaint management Lead Management Threat Customer Care 2014 | Customer Satisfaction Management | 2hm Cancellation Revitalisation Prevention of cancellation/ termination Annulation of cancellation Re-initiation of business relationships Prevention of customer migration Cancellation management Revitalisation management Lost customer management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 3
    • | 2hm From Measurement to Management of Customer Satisfaction Survey Modules 1.) START: Periodical investigation Company development by adequate and direct information Customer Care Company development Customer Strategy Measurement and steering Steering by KPIs Satisfaction management Measurement of customer satisfaction Company Objectives Customer retention management CRM strategy 2014 | Customer Satisfaction Management 2.) UPGRADE I: Continuous investigation 3.) UPGRADE II: Lead and complaint management 4.) Closing-theLoop: CRM integration Benefits  Annual monitoring  Consistent and comparable strategic performance indicators  Individual listening and responding to customers  Prompt operative improvements  Lead management  Proactive gathering and handling of individual customer complaints  CRM strategy based, proactive customer dialogue and follow-up Contents:  KPIs  Investigation of customer satisfaction in detail  Analysis of strategically relevant factors of customer retention  Event-related interviews  Individual reporting of customer comments  Identification and forwarding of contact requests  Market specific questionnaire modules  Action plans  Prompt forwarding of customer comments and contact requests, identification of business chances and business risks  Action plans and follow-up  Prompt forwarding of customer complaints to accounts  CRM integration: automated transfer of address and interview data  Web reporting including online tracking of activities and measures  Event related interviews covering the full customer lifecycle  Systematical complaint management  Linkage to compensation systems  Data integration © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 4
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 5
    • | 2hm Survey Approach & Methodology Origin of Customer Satisfaction:  Customer satisfaction results from a comparison between expectations and their fulfillment (confirmation / disconfirmation paradigm) Customers are enthusiastic/very satisfied, if the perceived service significantly exceeds their expectations Subjective perceptions, current experiences, individu al satisfaction of needs Perceived performance level (Current status) Expectations (Target status) Individual level of expectations, knowledge about alternatives 2014 | Customer Satisfaction Management Satisfaction Customers are satisfied, if the perceived service meets their expectations Customers are slightly / significantly dissatisfied, if the perceived service is slightly / significantly worse than expected © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 6
    • | 2hm Survey Approach & Methodology Customer Loyalty is the real objective! Satisfied customers are good, loyal customers are even better Customer Loyalty  High impact on loyalty Low impact on loyalty 1 Dissatisfied Customers` behavior: Customers usually choose another supplier / vendor 2014 | Customer Satisfaction Management 5 Customer Extremely satisfied Satisfaction Customers sometimes choose your company, sometimes they prefer competitors Customers are loyal to your company © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 7
    • | 2hm Survey Approach & Methodology Customer Satisfaction – Customer Loyalty  Identification of the key cause-and-effect relationships between customer satisfaction, brand image and customer loyalty (business-critical indicators) „Moments of truth“ … have different impact on the respective customer touch point Customer touch points/ fields of activity have different impact on customer loyalty Satisfaction with/Degree of fulfillment of… Moment of truth 2 (e.g. Friendliness ) Overall satisfaction 22% 38% 34% Prospective Order Development/Repurchase Receiving goods 28% 31% Overall satisfaction Moment of truth 3 Loyalty (e.g. Technical Competence) 9% Moment of truth n Loyalty: Possible operationalization Recommendation (word-of-mouth effect) Ordering Moment of truth 1 (e.g. Availability) Overall satisfaction/ Brand image… overall drivers of customer loyalty ( customer/brand management) Returning goods (…) 23% Overall satisfaction 15% Share of Wallet (share of products/services purchased from company) Preferred Partnership Complaint Management … Overall satisfaction Importance of each factor determined by applying multivariate data analysis techniques. 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 8
    • | 2hm Survey Approach & Methodology Possible Questionnaire ontent Establishing contact Start of interview Explanation: Mandatory Screening (i. e. key competitor) Specific amendments Standard amendments “Reason Why” / ”Reason Why” Overall satisfaction Company Overall satisfaction Overall satisfaction with Company Logistics (White Goods) Why particularly satisfied? Overall satisfaction with key competitor Overall satisfaction item – key competitor Why particularly dissatisfied? Per touch point: Why particularly satisfied? Ordering Customer touch points (fields of activity) Customer Loyalty Overall satisfaction with touch point Receiving goods Returning goods …. Loyalty Company Loyalty competitor Brand image Additional items Degree of fulfillment moment of truth 1 … n Why particularly dissatisfied? Overall satisfaction with touch point – Competitor Customer loyalty dimensions e. g.: Recommendation, Prospective Order Development/Repurchase, Share of wallet, Preferred Partnership, Cross-Selling etc. Image aspects: e.g. market leader, premium, customer-centric, innovative, design, sustainability, environmentally friendly etc. Open-ends Structural variables Structural variables: e.g. company size, duration of customer relationship etc. Opt-ins and end of interview 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 9
    • | 2hm Survey Approach & Methodology Analysis & Reporting  Traffic light scale according to required colour codes of Company: Recommendations 2hm: 0 60 Red Area Interpretation of the satisfaction targets Need for action 80 Zone of Indifference 100 Green Area Belowaverage satisfaction Poor satisfaction Urgent need for customer loyalty management 2014 | Customer Satisfaction Management 70 Average satisfaction Above-average satisfaction strong need for customer loyalty management Minor customer loyalty measures Maintain high standard, discover selected areas of improvement and optimize them © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 10
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 11
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Key Performance Indicators – Customer Loyalty in Comparison to Competition Ø Company Country Ø Company Europe 0 60 70 Ø Competitor Customer Loyalty Index Share of Wallet Preferred Partnership ... 2014 | Customer Satisfaction Management 100 Deviation previous wave 76 73 74 Recommendation Repurchase 80 71 77 60 69 83 75 72 67 78 74 70 74 84 82 81 © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 12
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Key Performance Indicators – Customer Satisfaction in Comparison to Competition Ø Company Country Ø Company Europe 0 60 70 80 Ø Competitor 76 Global Satisfaction Index 100 Deviation previous wave 76 77 Fields of Activity (= Customer Touch Points): 80 83 Product Sales Representative 65 75 68 70 Marketing and Communication 70 ... 70 70 2014 | Customer Satisfaction Management 80 75 78 84 Customer Service Contact After Sales Service Contact 90 77 78 80 79 © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 13
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Customer Satisfaction in Detail – Sales Representative in Comparison to Competition Ø Company Country Ø Company Europe 0 60 70 100 Deviation previous wave 80 Ø Competitor 65 Sales Representative 75 80 Performance items (= “Moments of truth”): 75 Availability / Reachability Friendliness 60 65 65 Professionalism Solving Problems 80 68 60 Frequency of Visits 60 Good Lead Generation 2014 | Customer Satisfaction Management 80 79 75 80 79 70 70 90 79 © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 14
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Identify the key success drivers for your business and urgent needs for actions High High Need for Action Stabilize or Develop (exploit to differentiate) Customer Service Contact Increase the efficiency of your actions by benchmarking your results with your key competitor Strategic Disadvantage Sales Rep. Logistic & Transport After Sales Service Contact Low Keep in View Deviation from Overall Satisfaction with Company 2014 | Customer Satisfaction Management Low Product Sales Rep. Marketing & Communication Logistic & Transport Commercial Organization Low Priority Strategic Advantage Customer Service Contact Product After Sales Service Contact Marketing & Communication  Relative Importance for Customer Loyalty Relative Importance for Customer Loyalty  Disadvantage of Low Priority Commercial Organziation Ineffective Strengths Satisfaction with Company Relative to Key Competitor © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 15
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Strategic need for action (Customer touch points / fields of activity) High Operational need for action (Performance items / “Moments of truth”) High Need for Action Stabilize or Develop (exploit to differentiate) Customer Service Contact Product After Sales Service Contact Marketing & Communication Need for Action Sales Rep. Logistic & Transport Low Priority 2014 | Customer Satisfaction Management Business competence … Friendliness … Keep in View Deviation from Overall Satisfaction with Company Problem Solving Quality of repairs Commercial Organization Low Stabilize or Develop (exploit to differentiate) Availability Relative Importance for Satisfaction with After Sales Contact Relative Importance for Customer Loyalty  Low Priority Low Keep in View Deviation from Overall Satisfaction with After Sales Contact © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 16
    • | 2hm Analysis & Reporting - Samples Analysis & Reporting – Sample Outputs  Gain insights on the customer structure, examined e. g. by country, customer type or sales region (here: by customer type) Convinced Customers 5% 65% 35% 7% 25% 18% Trapped Customers 35% Variety Seekers Low High 10% Customers at Risk Customer Type II (e.g. Retailer) Low Low High Trapped Customers Customer Loyalty  Customer Type I (e.g. Wholesaler) Customer Loyalty  5% 17% 40% 35% 15% 3% 40% 45% Customers at Risk High Low Customer Satisfaction Convinced Customers Variety Seekers High Customer Satisfaction Main Competitor 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 17
    • | 2hm Analysis & Reporting - Samples Individual Report: Individual Customer Retention and Business Potential A continuous delivery of individual reports (in case respondents agree that their answers are forwarded together with their names to responsible sales and service employees) Individual management of customer relations:  Customer comments, suggestions, appraisals and complaints are collected and forwarded immediately, so sales and service employees can promptly react to them  Immediate clarifying and solving problems prevents customers from migrating Business chances and opportunities:  Exhausting additional customer potential by forwarding indicated interests for additional Company products and services Ideas for product innovations (from “lead users”) 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 18
    • | 2hm Analysis & Reporting - Samples Individual Report: Sample Report Martin Miller Customer No.: 123491 Brian Adams Customer No.: 123478 Paul Smith Customer No.: 123456 Country: Company Name: Address: Phone: Email: UK CCC Ltd. 123 Bath Road, Bathville Preferred supplier: Comp yyy Key Product Categories: Baths, Washbasin, WCS Key Competitor: Ideal Standard Customer classification: Overall Satisfaction Customer Loyalty Trapped Variety seeker Loyalty High Convinced At Risk (123) 456-789 abc@bathceramic.com Low Contact Wish: Brand Image: Customer Satisfaction: Sales Repr. After Sales Product offer Customer Service Mkt & Com. Comm. Organ. Leader Logistics Innovation Opportunities/potential: „Lorem ipsum dolor sit amet consectetuer adipiscing elit.” 2014 | Customer Satisfaction Management Premium Low High Customer Satisfaction Risks: Is interested to get more information on next product launch Customer Comment: Env. friendly Intense contact with competitor´s Sales Rep. Prospective order development decreasing Actions: Deadline: Responsible: „Call“ 10.04.2012 Mr. Smith Status: Done © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 19
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 20
    • | 2hm Analysis & Reporting - Samples 2hm-Online-Reporting-System: Structure Customer Satisfaction Questionnaire CustomerCare-Center Company Adressdata Adress transfer Quality control Customer interface upload DataWarehouse/ relational database All data at one place Company Reportgenerator Implementation of reports Interface for comparison of results, cross-tabs, delivery of results Projektmanagement 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 21
    • Survey Approach & Methodology Analysis & Reporting - Samples | 2hm 2hm-Online-Reporting: 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 22
    • | 2hm Survey Approach & Methodology Analysis & Reporting - Samples 2hm-Online-Reporting: Complaint management 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 23
    • | 2hm Survey Approach & Methodology Analysis & Reporting - Samples 2hm-Online-Reporting: Simple individual customer report 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 24
    • | 2hm Survey Approach & Methodology Analysis & Reporting - Samples 2hm-Online-Reporting: Lost Sales Analysis (Automotive) 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 25
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 26
    • | 2hm 2hm & Associates GmbH Group 2hm & Associates GmbH Research. Consulting. Implementation.        Customer and employee relationship management Market strategies and market analyses Price management Product and service management Brand management Sales management Marketing controlling 2hm Business Services GmbH In-house and agency services        Business process outsourcing (e. g. data collection/processing) Data and address management Call centre/Service centre Programming and individual IT solutions CRM/Dialogue marketing Campaign management e-mail marketing The 2hm Group forms a powerful and cohesive network from consultancy to the fulfilment of services. 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 27
    • | 2hm 2hm & Associates GmbH Associates GmbH 2hm & Associates GmbH Research. Consulting. Implementation.  2hm & Associates GmbH is an owner-run strategy and management consultancy with its own market research institute and with its own Call Centre.  Active partners of 2hm are: Prof. Frank Huber, Frank Meyrahn, Leif Steinbrinker and Christian Walka.  2hm was founded as a limited company in 1999 with its registered office in Mainz with 45 employees today in the fields of consulting and market research and with 40 Call Centre agents and back-office employees.  With the 360° degree approach – “Research, Consulting, Implementation” – we offer our clients an integrated, value-creating consultancy model. 2hm: positioned as a management consultancy, which develops and implements methodically founded and practicable concepts and principles for decisions 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 28
    • Research 2014 | Customer Satisfaction Management | Mercedes-Benz 2hm  Market studies  Customer/employee satisfaction survey  Purchase and decision behaviour  Brand tracking  Acceptance and potential analyses  Price and price structure analyses  Monitoring the effects of concrete measures/activities Consulting |      Implementation 2hm & Associates GmbH: 360 Degree – Consultancy Approach  Change management  Design of marketing and sales processes  Implementation and monitoring of measures/activities (customer satisfaction)  Development of implementation plans  Development of CRM systems Development of goals and strategies Translation of strategy into measures/activities Customer oriented design of approach to market Translation of results into measures/activities (customer satisfaction) Development of CRM concepts © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 29
    • | 2hm 2hm & Associates GmbH Industry and subject know-how & experience Expertise in the Automotive Sector      2hm Employee Knowledge & Experience Automobile Manufacturers Automobile Suppliers Automobile Dealerships Leasing Services and Fleet Management Garages and Parts Distributors and Retailers         Customer- and employee satisfaction Sales optimization Sales training and management coaching Product concept tests Service strategy and service programs Price positioning and transaction pricing Target group analysis and segmentation Customer relationship analysis (customer acquisition , retention and conversion)  Market potential analysis The 2hm group possesses extensive competencies and experience in the comprehensive execution of market research and consultancy projects. 2014 | Customer Satisfaction Management 30 © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 30 30
    • | 2hm References Recent 2hm-Seminars 2hm holds numerous seminars on the topics Customer, Brand, Product and Price Management. 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 31
    • | 2hm References Meta-Analysis conducted by 2hm & Associates: Focus Customer and Employee Satisfaction 2010 The goal of the study was to determine how satisfied companies are with current customer and employee satisfaction surveys. 439 and 399 companies respectively, each with more than € 500K revenue, participated in the studies „Focus Customer Satisfaction 2010“ and “Focus Employee Satisfaction 2010”. 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 32
    • | 2hm Agenda 1) Customer Satisfaction Management at 2hm & Associates GmbH 2) Survey Approach & Methodology 3) Analysis and reporting – samples (including “2hm-Online-Reporting") 4) 2hm & Associates GmbH and Team System Studies 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 33
    • | 2hm Head of System Studies References / Professional Experience (extract) Dr. Markus Mierzwa Head of System Studies, Senior Executive Consultant 2hm & Associates Tel.: 0172 59.81.99.5 markus.mierzwa@2hm.com Professional Development Career: Since 2010 2hm & Associates GmbH Head of System Sudies at 2009 – 2010 Goldpark GmbH Consultancy, Head of Analytics 1997 – 2009 IMAGIN Prof. Bochmann AG Senior Management Consultant 1994 - 1997 Fa. HTI Maschinen- und Apparatebau GmbH Member of the Management Board 1994 PHD student at WHU - Otto Beisheim School of Management 1987 TU Ktown (Kaiserslautern): Master of Business and Engineering (MBE) 2014 | Customer Satisfaction Management Sectors Experience References Various national and international projects with – in most cases – market leaders of different branches, i. e. IT, Cargo/Logistics, Trade, Convenience Goods, Financial Services, Personnel Services More than 20 years‟ experience in consulting, mainly in Customer Satisfaction Management (CSM) and Employee Satisfaction Management (ESM). Samsung, Hettich, Roche, LTS, CSA, ATU, SAP, ARAL, BRITA Lufthansa Cargo, Hermes, Schaeffler Automotive Aftermarket, SIG combibloc, OSRAM, Lekkerland, Festool, BMW, IKEA Relevant Project Experience (extract) Dr. Markus Mierzwa calls on 20 years of professional experience with Customer Satisfaction Management in various Industries. He is established as one of the most recognised German experts in the area of „Customer Satisfaction Management (CSM)“. Responsible for development and organisation of: OSRAM (NPS worldwide) Samsung (Customer Satisfaction in various business units) Hettich (Customer Satisfaction worldwide), SAP Dealer Survey (worldwide), Schaeffler Automotive Aftermarket (Customer Satisfaction worldwide) Publications and events: Arranges, organises and conducts various seminars (i. e. Exclusive Partner of Management Circle for Customer Satisfaction Management). He published various articles about Customer Satisfaction (Absatzwirtschaft, Symposion, Planung & Analyse) © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 34
    • | 2hm Team System Studies: Our Range of Services (1/3) Business Unit System Studies Our Areas of Consulting: xx Customer Satisfaction Management Employee Satisfaction Management Image Tracking Brand Tracking Implementation (Measures, Standards, Activities) Controlling Marketing Controlling All kind of projects to be repeated on a regular base 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 35
    • Team System Studies: Our Range of Services (2/3) Business Unit System Studies Our Scope of Consulting and Services (Excerpt): xx Consultancy Conceptualization Data Collection Analysis & Reporting Implementation 2014 | Customer Satisfaction Management | 2hm Confirmation/disconfirmation paradigm; brand equity models, success factors; cause- and effect models, motivational (employees) and productivity (customers) factors; … Customer/questionnaire workshops; in-depth interviews for information search (questionnaire); preliminary, qualitative surveys; … One-time vs. regular; comprehensive vs. spotlight (a maximum of 5 items); strategic vs. event-related market research vs. customer care approach; … Driver/lever analysis; portfolios with strategic and operational strengths and needs for improvement; analysis of chances and risks, relationship portfolio; Kano analysis; NPS; … Implementation workshops trainings & coaching; process optimisation; enhancing the quality of your company„s performance;… © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 36
    • Team System Studies: Our Range of Services (3/3) Business Unit System Studies | 2hm Characteristics of our Scope of Services:  First-hand consulting, (fieldwork) services and implementation support:  No interface-related difficulties, automated steering of Call Centre processes and activities  Complete process – from conceptualization and analysis of results to development and implementation of measures – at first-hand (quality responsibility and quality control)  Practically oriented and – at the same time – science-based interviewing and analyse method  Systematical identification of strengths and weaknesses, chances and risks  Practice-oriented reporting  Reporting of individual feedbacks for all customers who agreed that their results are forwarded together with their names (including „red flag reports“)  Automated reporting of results and needs for action:    2014 | Customer Satisfaction Management Very quick and efficient reporting Clear allocation of hierarchically-based access and read authorisation Active support regarding development of measures and activities for the whole organisation and for single organisational units © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 37
    • | 2hm Your Contact Thank you very much for your kind attention … If you need more information, please feel free to contact Dr. Markus Mierzwa 2hm & Associates GmbH Dr. Markus Mierzwa (Head of System Studies) Breidenbacherstraße 8-10 55116 Mainz Mail: Markus.Mierzwa@2hm.com Tel.: +49.6131-37.16.51 Mobile: +49.172.59.81.995 Fax: +49.6131-37.16.50 www.2hm.com 2014 | Customer Satisfaction Management © 2014 by 2hm & Associates GmbH – Research. Consulting. Implementation.| 38