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Sound Customer Strategy

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Company overview of Sound Customer Strategy. We provide loyalty solutions and transform customer experiences.

Company overview of Sound Customer Strategy. We provide loyalty solutions and transform customer experiences.


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  • 1. Company
Overview
 Colin
Brogan
 March
2009

  • 2. Our
Mission
 Program
Design
 Net
Promoter
®CerDfied
consultants
design
 loyalty
programs
that
integrate
the
voice
of
the
 Empower
our
clients
 customer
into
the
daily
operaDons
of
your
 business
 to
improve
loyalty,
 customer
value,
and
 Implementa6on
 word
of
mouth
by
 We
source
the
survey,
analysis
and
distribuDon
 delivering
best
in
 plaGorm
to
suit
the
needs
and
scale
of
your
 enterprise.

To
ensure
success,
we
provide
 class
advisory
 expert
guidance
in
loyalty
best
pracDces
and
 change
management
 services
and
 enabling
 Customer
Experience
Δ®
 technologies
 We
turn
VOC
into
insight
to
change
the
way
you
 do
business.

We
analyze
find
the
key
drivers
of
 loyalty
and
facilitate
change
through

strategic
 acDon
planning
and
customer
experience
 design.
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















2











  • 3. We
help
you
deploy
opera&onal
loyalty
 programs
 Loyalty
programs
can
take
many
 forms.
Some
are
oriented
around
 incenDves
and
points
to
change
 customer
behavior.
Others
 emphasize
integrated
and
event
 based
markeDng.
While
these
can
 Sound
Customer
Strategy
builds
 be
powerful
iniDaDves,
they
don’t
 operaDonal
loyalty
programs.

We
 help
you
measure
and
manage
 enable
your
business
to
gather
 loyalty
or
drive
customer
centricity
 intuiDve
loyalty
metrics
through
 within
your
business.

 short
surveys.

You
analyze
and
 distribute
VOC
through
an
online
 plaGorm.
You
close
the
loop
with
 customers
to
neutralize
issues
and
 idenDfy
root
causes.
And
you
 pinpoint
what
drives
loyalty,
allowing
 you
to
prioriDze
investments
and
 improve
loyalty
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















3











  • 4. OperaDonal
Loyalty:
PuUng
voice
of
customer
 into
acDon
 IntegraDng
VOC
into
the
business
is
what
separates
operaDonal
loyalty
programs
from
mere
 market
research
studies.

It
all
begins
with
a
simple
loyalty
metric
such
as
Net
Promoter®.
   Loyalty,
not
saDsfacDon
   Links
to
individual
behavior
   Links
to
company
growth
   Short
surveys
   Easy
to
communicate
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















4











  • 5. How
operaDonal
programs
work
 1
 3
 You
select
a
metric
–
whether
it
is
a
 IdenDfy
key
drivers
of
loyalty
 classic
Net
Promoter®
Score
or
a
 through
quanDtaDve
and
 RelaDonship
or
 different
measure
of
loyalty.

 qualitaDve
analysis;
idenDfy
and
 Act
on
Voice
of
 Depending
on
the
nature
of
the
 distribute
best
pracDces;
work
 TransacDonal
 business,
you
may
choose
to
 cross
funcDonally
to
develop
a
 Customer
Data
 survey
customers
(by
phone,
email,
 prioriDzed
plan
of
acDon
to
 Survey
 paper
or
face
to
face)
on
a
periodic
 improve
the
customer
experience
 Rela&onship
basis,
or
by
a
more
 frequent
Transac&onal
process.

 2
 4
 You
must
repeat
the
program
 In
and
operaDonal
program,
you
 conDnuously,
and
ingrain
the
 must
close
the
loop
with
 discipline
into
the
fabric
of
your
 customers.
Depending
on
your
 Customer
 organizaDon.
Eventually,
you
will
 strategy,
you
may
want
to
reach
 Close
the
Loop
 shic
focus
from
the
current
 out
first
to
Detractors
(disloyals),
or
 Experience
Δ
 experience,
to
creaDng
innovaDve
 have
personal
conversaDons
with
 treatment
strategies
based
on
the
 all
customers,
to
negate
issues
and
 expressed
and
unconscious
needs
 negaDve
word
of
mouth,
and
learn
 of
your
customers.

 more
about
customer
needs.
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















5











  • 6. Measure
loyalty,
across
the
customer
experience
 Measure
on
a
 NPS%
 rela6onship
basis
to
 determine
overall
loyalty
 and
the
lifecycle
 Determine
strongest
relaDonships
 experiences
that
drive
it
 between
touchpoint
metrics
and
loyalty,
 idenDfy
gap
areas
and
prioriDze
your
 investments
 Purchase
 Delivery
 Service
 Use
 Repurchase
 NPS%
 NPS%
 NPS%
 NPS%
 NPS%
 Measure
on
a
 Use
quanDtaDve
and
 transac6onal
basis
to
 qualitaDve
VOC
to
 improve
team
 prioriDze
your
focus
for
 performance
and
improve
 Customer
Experience
Δ
 touchpoint
experiences
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















6











  • 7. It’s
not
the
metric,
it’s
the
acDon
 An
operaDonal
loyalty
program
is
an
enterprise
iniDaDve.
As
such,
it
requires
a
 comprehensive
approach
to
change
minds
and
inspire
acDon
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















7











  • 8. Endgame:
Generate
promoters
to
power
growth
 Promoters
are
more
likely
to
refer,
make
addiDonal
purchases,
and
have
longer
tenure
–
thus
 they
contribute
higher
value
to
your
business
over
Dme.

You
must
find
ways
to
create
 promoters,
and
minimize
detractors,
to
make
your
business
soar.
 IllustraDve
example
 most
valuable
customers
 100
 LifeDme
Value
 Index
 50
 Promoter
 Passive
 Detractor
 0
 ‐25
 below
zeros
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















8











  • 9. Our
Offerings
 We
work
with
you
every
step
of
the
way
to
deploy
an
online
plaGorm
that
will
power
 your
program.
Your
system
deploys
surveys,
integrates
financial
and
operaDonal
data,
 analyzes
insights
and
distributes
informaDon
across
your
enterprise
 Technology
 PlaGorm
 Customer
 Program
Design
 ImplementaDon
 Experience
Δ®
 Experienced
Net
Promoter®
Consultants
 We
provide
thoughGul
analysis
to
discover
 Change
 design
a
comprehensive
loyalty
program
 what
drives
loyalty
in
your
best
customers,
 based
on
proven
best
pracDces.

Your
 and
what
changes
must
be
made
at
each
 Management
 implementaDon
‐
ready
plan
will
include
 touch
point
to
improve
the
customer
 survey
design,
data
strategy,
technology
 experience,
increase
loyalty,
and
lock
in
 plaGorm,
closed
loop
design,
governance,
 growth.
 communicaDons,
and
Customer
 Experience
Δ®
plan.
 We
know
the
enablers,
and
barriers
of
loyalty
program
success.
 We
will
do
the
hard
work
of
designing
the
right
processes
and
 insDlling
cultural
changes
needed
to
align
the
organizaDon
around
 acDon
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















9











  • 10. Our
Offerings
 Program
Design
 Implementa6on
 Customer
Experience
Δ®
   Loyalty
Workshop
   Results
Analysis
&
PresentaDon
 Change
Management

   Loyalty
Process
Design
   Program
Assessment
   Strategic
AcDon
Planning
   Field
Enablement
   Program
Plan
   Current
State
Touch‐map
   Training
/
EducaDon
   Customer
Needs
Analysis
 Technology
PlaGorm
   Customer
Experience
Design
   Vendor
Requirements
&
 SelecDon
   ImplementaDon
Management
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















10











  • 11. Colin
Brogan,
Managing
Partner
 Colin
Brogan
is
the
founder
of
Sound
Customer
 FuncDonal
ExperDse
 Strategy.
His
Net
Promoter®
CerDfied
team
ensures
   Customer
Experience
Design
 that
enterprise
loyalty
iniDaDves
adhere
to
proven
   Net
Promoter®
Program
Design
&
Best
 best
pracDces
and
result
in
both
operaDonal
and
 PracDces
 strategic
benefits.


   CRM
Customer
Strategy
   Touchpoint
Analysis
 He
has
worked
with
Fortune
500
companies
across
   Program
ImplementaDon
 mulDple
industries,
forging
enterprise
customer
 experience
strategies
that
engender
loyalty.

 Previously,
Mr.
Brogan
held
leadership
posiDons
with
 Industry
Experience
 Satmetrix
Systems,
the
co‐developer
of
the
Net
 Promoter
loyalty
methodology;
and
Peppers
&
Rogers
 Healthcare

   Group,
where
he
led
consulDng
engagements
in
 Computer
Socware
   customer
experience
design.
He
also
launched
the
 AutomoDve
   “Customer
Journey”
owner
experience
iniDaDve
at
 Government
   Mercedes‐Benz
USA.



 PharmaceuDcal
   Colin
received
his
MA
in
Public
Affairs
from
the
 TelecommunicaDons
   University
of
ConnecDcut
 Company
Overview



















Sound
Customer
Strategy



















March,
2009




















11











  • 12. www.soundloyalty.com
 203
305
2087
 New
York
 colinb@soundloyalty.com
 203
305
2087
 twirer@colinbrogan