newBrandAnalytics provides social media intelligence solutions that analyze online customer feedback and transform it into operational insights to help businesses gain market share, increase revenue, and improve customer experience. Their platform collects social data from various sources, processes it using natural language processing and other algorithms, and presents the actionable insights through customized dashboards and reports accessible on mobile or desktop. The document outlines newBrandAnalytics' mission and various product offerings that help businesses strengthen their brand, improve operations and customer retention, and gain competitive intelligence.
4. Gain Market Share with nBA
Social Intelligence…
Location Specific Insight
Drive to Action
Competitive Strategy
Online Engagement
…that drives
Happier Customers
Better Online Reputations
Revenue
Market Share
Images are for display purposes only – content and visuals may vary slightly
5. The Social World Impacts You
Smart phone use skyrocketing
Comfort with social sites growing
Social feedback growing
Customer feedback spreads like wildfire
47%
84 M visits / month
150 reads/review
58% YoY
6. Social Intelligence: You Can’t Ignore It
“Traditional surveys tell you
what is important to the
company, while social
feedback tells you what is
important to the guest.”
Lane Cardwell
Restaurant Industry Veteran
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
FeedbackComment
Cards
9. How it Works
Collection
• All Relevant Social Sites
• Comment Cards and Survey Data
• Text or Web Forms
Processing
• Proprietary Natural Language Processing
• Sophisticated Quality Assurance Network
• Advanced Algorithms for
Grading, Credibility & Theme Extraction
Presentation
• Persona-based UI
• Alerts, reports, and customized
dashboards
• Direct to mobile, tablet or PC
12. Customers Demand a Full Spectrum Solution
Awareness &
Monitoring
Reputation
Management
Efficiently
listen for
feedback
across wide
variety of
sources
Rapidly
respond to
negative
feedback
Performance
Management
Uncover
underlying
patterns, tr
ends and
root causes
Targeted
Marketing
Identify
cohorts and
customize
messaging
Strategic
Insight
Benchmark
against
competition
and conduct
ad hoc
analytics
13. Next Steps
<<customize this to the stage of deal>>>
Dive deeper into nBA solutions.
Schedule a demo of your live data.
Proposal preparation & pricing.
Review reference materials.
Check us out at www.newBrandAnalytics.com
15. Social Media Has the Power To…
Back of house social
hall of fame
Employee shift
selection
Special awards
Find vendor changes
in product delivered
Note size variances
from agreement
Assess freshness &
merchandising
Improved Service =
Improved Customer
Experience
Improved Food Quality =
Improved Customer
Experience
Improved Ambiance =
Improved Customer
Experience
Carpet unsafe floor
Solve uncomfortable
seating
Uncover unclean
Bathrooms
Discover lighting
issues
16. Social Media Has the Power To…
Add requested
product, menu items
or room amentities
Uncover location
specific issues
Drive new offers
Understand current
location challenges
Identify new
locations based on
competition
Compare pricing to
value
Identify customers
expectations
Improved Food Quality =
Increased Customer
Loyalty
Improved Convenience =
Increased Customer
Loyalty
Improved Value =
Increased Customer
Loyalty
17. Daily Usage of newBrandAnalytics
Brand research
Engagement
Brand strategy
Marketing &
awareness
Crisis
management
Increase
customer counts
Tighten service
standards
Measure
customer
experience
Benchmark vs.
competitors
Price to value
management
Increase revenue
Be inspired
Perfect recipes
Launch product
Train staff
Operational
safety and
optimization
Root cause
discovery
18. Review:
“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like
this place, I’ll be back.”
Decipher The Feedback
Food- Quality
• Sandwich, tasty: Positive
• Fries, limp, Negative
• Fries, cold, Negative
Overall Experience
• Place, like, Positive
Service - Quality
• Server, quick, Positive
Loyalty
• Will Return, Yes
Review:
“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like
this place, I’ll be back.”
19. Customized to Fit The User
Pushed Actionable
Alerts
Read & Respond
Location Details
Personnel
Highlights
Operational
Differences
Supply Chain
Issues
Brand Awareness
Customer Loyalty
Brand Impact
Customer
Engagement
20. Social Market Intelligence Maturity
• Discover and read
mentions on social
sites about your
brand and location
• Connect with
reviewers
• Demonstrable
listening
• Recover lost guests
• Alert operators
for action
• Reward on
operational
achievements
• Make location
specific changes
• Drive corporate
marketing
• Make cross
location changes
• Influence
corporate
strategy
23. Overview
newBrandAnalytics transforms the feedback
your customers share through social media
into operational intelligence you can use to
gain a competitive advantage and increase
market share.
27. nBA themes and sentiment analysis shows
a growing trend in WAIT STAFF Rude and
WAIT TIME Long Wait. Drivers of intent to
return did not include service and staff.
Response: Management adjusted the
host/hostess and server greeting of
guests. Retrained staff to be genuine and
warm.
Results: Drivers of intent to return
included Service, Wait Staff and
Management as three of the top five
reasons customers would return. And
intent to return increased by 50%.
1. Identified
issue
2. Adjust
process
3. Set new
standard of
service
The Case of the Friendlier Server
28. A legendary bakery wanted to
understand what menu items elicited a
emotional response in customers;
discovered calm chowder in bread bowls
mentioned most.
Response: Before, the only option was to
order a half sandwich and cup of
soup, sans bread bowl. The data convinced
bakery to add option of full entrée salad
along with soup in bread bowl.
Results: The new menu addition of the
Bread Bowl Soup and Salad Combo now
represents about 30% of all combos
ordered on a daily basis.
“Having well-defined reports
drive home the passion
customers have for a certain
product makes it easier to
deliver positive memories.”
- Exec. VP of Business
Development & Marketing
Menu Changes that Roll in the Dough
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
29. 01. Sweet Potato Fries (141)
02. Calamari (85)
03. Burger (73)
04. Jambalaya (62)
05. Lettuce Wraps (45)
DISHES NAMED
nBA themes and sentiment analysis shows
a growing trend in DISHES NAMED Sweet
Potato Fries described as hard and small.
Given their standard cooking time chefs
were retrained on of the art of cutting
sweet potato.
After just four weeks, Sweet Potato Fries
emerged as the most frequently
mentioned, and overwhelmingly
positive, dish named in online customer
feedback. Customers described them as
delicious, tasty, and crispy.
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
The Case of Not So Sweet Potato Fries
30. A theme of slippery floors in FACILITIES
category. Furthermore the problem was
identified by women and close to the
restroom.
The Results: slippery floor disappeared
from the FACILITIES operational category
and a potential hazard was eliminated.
Simple solution: order a bigger matt
increasing a $5 per month spend to $10
per month
The Case of the Slippery High Heels
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
31. A negative trend in DISHES NAMED about
Chicken Caesar Salad. With the most of
the negative commentary was during
lunch service.
The Response: retrained the Sous Chef on
the lunch shift address the root source of
the guest sat issue: too much dressing.
The Results: The performance score card
for DISHES NAMED improved, and unit
sales increased over the month after the
operational change.
“The grilled Caesar salad is my
new favorite and lives up to the
restaurant's name. If I don't
have it every week or so, I really
start to crave it!”
The Case of the Overdressed Caesar Salad
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
32. The Case of “Make Your Own” Pie
“My pizza was outstanding
and the cheese was melt in
your mouth delicious. I
would highly recommend it.”
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
Low scores in MENU performance card
(C-). Customers mention the desire to
make their own pizza pie.
Response: The management team
responded adjusted back of the house
operations to handle custom pizza orders.
Results: Since ‘Make Your Own Pizza’ has
been added to the menu, it now
accounts for 14% of revenue and is the
most popular item.
33. Food value and pricing comments drove a
fast casual purveyor of wings to review
competitive data showing most offered
wings & sauce for one price.
The results: Unit growth in sales and
dramatic change in consumer sentiment
on pricing and value. Increase positive
sentiment by more than 20%
After years of charging separately for
wing sauce, decided to include it in price
of wings.
Competitive Intel Drives Strategy
1. Identified
issue
2. Adjust
process
3. Happier
Customers
34. Menu
Optimization
Monitor social feedback
to gauge guest reaction
to removal of 30+ menu
items
Identified short-term
decrease in sentiment
regarding menu
offerings, but drastic
improvements in speed
of service, food
temperature, and food
quality
Rolled optimized menu out to all
corporate stores
Menu
Development
Leverage unsolicited
guest feedback regarding
universal expectations of
included toppings and
side dishes
Guests uniformly disliked
being charged an
additional amount for
sauce for their wings or
fries with their burgers
Introduced bundled wing/wing
sauce and burger/fries options in
all corporate stores. Guest
perception around brand’s value
proposition improved.
Service
Improvement
Use Social Intelligence to
benchmark regional
service performance
across an enterprise
organization
Service performance was
severely lagging brand
performance in a region.
Host/hostess staff were
continuously seen as
“unfriendly” or
“unavailable.”
Ops team implemented new
“friendly” points-of-service and
introduced a third-party
reservation system to monitor
hosts greeting guests. Loyalty in
region increased by over 40%.
Experience
Enhancement
Translate customer
passion for trademark
dish into revenues via
new combo offering
Daily Reports revealed
emotional response for
clam chowder in bread
bowl – customers wanted
more bread bowl options
Add menu option so customers
could order an entrée salad
along with soup in a bread bowl.
New combo accounts for 30% of
all combos ordered on a daily
basis.
USE CASES
INITIATIVE USE CASE FINDINGS RESULTCOMPANY
Casual
Dining Chain
(200+ Units)
Casual
Dining Chain
(350+ Units)
Upscale Casual
Dining Chain
(200+ Units)
Multi-Concept
Brand
(40+ Units)
35. Dynamic Brand
Study
Reaffirm effectiveness of
all-organic beef brand
strategy by measuring
positive brand sentiment
across social landscape
Using our platform to
measure brand
performance and analyze
competitors allows for
confident marketing
decisions
Social data yields better
information on customers and
potential locations for growth,
thus rendering time-consuming
focus groups unnecessary
Pricing & Value
Assessment
Turn negative
commentary about
pricing and value of one
huge fry size into test
opportunity for menu
diversification
Discovered sentiment in
Pricing & Value for their
fries was 68% negative,
seems most people don’t
like paying for fries
they’re too full to eat
Due to feedback, testing begins
in a dozen markets to study
percent of positive customer
response to the addition of a
smaller fry size on the menu
Guest
Recapture
Connect with both
positive and negative
reviewers online to
encourage return visits
and recommendations
Tracking verbatim
reviews and intent to
return enables team to
engage with reviewers on
service issues, questions
and/or praise in real-time
Customers appreciate quick
response and typically revise
negative reviews or low star
ratings to reflect satisfaction with
guest recovery effort; usually
results in second trial
Competitive
Benchmarking
Examine top named
dishes and cocktails of
leading national
restaurants to enhance
culinary prestige
Providing a memorable
gourmet experience is
vital when restaurants
compete; menus starting
to get ho-hum reviews
Chefs and culinary staff drew
inspiration and ideas from
competitors’ top trending
ingredients and named buzz-
worthy dishes and cocktails
USE CASES
INITIATIVE USE CASE FINDINGS RESULTCOMPANY
Fast Casual
Chain
(30+ Units &
Growing)
QSR
(1,000+ Units)
Casual
Dining Chain
(800+ Units)
Multi-Concept
(2,000+ Units)
37. Social World is Here
Smart phone use skyrocketing
Comfort with social sites growing
Customer feedback largely ignored
Customer feedback spreads like wildfire
Loyalty programs not working
Social driving behavior
38. 36% Travelers Consult Review Sites Before Booking
2010 Trip Advisor & Cornell Hospitality Research
Hotels & Social Media
1 Star Increase Allows 11% Price Increase
With same market share, Travelocity & Cornell Hospitality Research
1% Increase Reputation Results in .54% Occupancy
STR with ReviewPro & Cornell Hospitality Research
39. Understanding guest opinion of
your restaurant has always
mattered
Know what works
Know what does not work
Avoid surprises
Test new ideas.
Feel new trends.
Monitor competition.
Face-to-Face
(Manager Interaction)
Mystery
Shoppers
Comment
Cards
Traditional
Surveys
1-800
Feedback
Listening to Guests
40. Social Feedback Explodes onto Scene
Social Media is Game Changing
Smart phone use skyrocketing
• 46% smartphone usage and climbing
Comfort with social sites growing
• Yelp has 41M reviews a month
Customer feedback spreads like
wildfire
• Average review read by 22,000
people
Old listening strategies no
longer suffice
More data is online than you think
• > 20 per location per month or 80,000
per year for average 200 location chain
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
Feedback
Comment
Cards
41. The Experts on Social vs TGS
Restaurant Industry Veteran
“Traditional surveys tell you
what is important to the
company, while social
feedback tells you what is
important to the guest.”
Forrester Research, Kerry
Bodine, Author “Outside In”
Social media is a critical
part of the puzzle, and
companies that skip social
media monitoring are
missing out on a rich source
of customer insights.
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
Feedback
Comment
Cards
42. Social Revolution = Your Challenge
Hordes of People
Thousands of Reviews
Hundreds of Sites
Typhoon of Information
Unstructured chaos requires
computer processing
Understands yesterday, today and
predicts future
From chaos produce digestible,
deciphered truth
Act, manage, monitor
48. Real-time Customer Feedback
Your Results:
Fix experience, not the
customer
Avoid damaging online
comments
Brand affinity & happier
customers
49. Customer Driven Competitive Intelligence
Your Results:
Understand local and
brand level competitive
strengths & weaknesses
Drive strategy
Increase market share
50. Text Analytics as a Service:
Supports Any Unstructured
Data
Immediate, Real-time analysis
Deciphers, Sorts
Presents Common Themes
Presents Trends
Allows for Dynamic Query
Drill into Detail Verbatim
Ad Hoc Research & Analysis
Your Results:
Fast & easy analysis of
trending topics
Share & distribute in real-
time
nBA Explore
51. Survey Reply Analysis
Natural Language Processing of
Unstructured Text Feedback
Unified View of Internal Survey
Results and Social Media
Intuitive, User Focused Views
Location Level Performance
Performance Benchmarks
Common Themes
Alerting & Reports
Single View of Customer Sentiment
Your Results:
One-stop shopping for
customer sentiment
analysis
360 View of customer
feedback
nBA Internal
52. Deep Analysis
Highly trained analysts
Targeted Research
Focused on your strategy
Strategic Planning
Competitive Intelligence
Industry Trends
Loyalty Analysis
Data Driven Strategy
Your Results:
Deep understanding of
brand influencing
customer sentiment
Actionable insights
Increased value of data
54. Collecting What’s Yours
Location Specific
Explores and tracks content
generated for individual
locations
Geo-location & location
mentions
Automatic Harvesting
Analyze the social web looking
for mentions of your business
Social media, blogs, forums,
review sites
Collects comment multiple
times per day
Automatically identifies new
sources
Known Sources
Trip Advisor
Yelp
Priceline
Gayot
Menuism
Google Local
Hotels
Foursquare
Booking
Expedia
UrbanSpoon
Facebook
Twitter
Zagat
Orbitz
OpenTable
CitySearch
Yahoo Local
Reddit
Washington Post
NY Times
Many more…
55. Processing Unstructured Data
Natural Language Processing
Comments are processed and
keywords are extracted,
creating insights
Sentiment is evaluated for
each insight
Human Quality Control
Team of industry experts
accommodate for nuances
Continuously improve machine
processing with continuous
learning
56. Categorization – Evaluating Your Business
Deep Level Analysis
Understand the “why”
Industry specific best-practice
KPIs
360 Evaluations
Performance evaluations of
your products and services
Explore customer’s
satisfaction with everything
from Personnel to Furniture
to your Bathroom Facilities
60. Proven Analysis Framework
Grading Model
Patent pending algorithm
Rollup of insights to review
Grades displayed as letters or
numerical
Insights
Comments per review
Impressions
Reach of authors comments
Impact analysis
61. Creating a Complete Picture
Unsolicited Social Feedback Solicited Text & Mobile Feedback
More Data, More Accurate Together
62. Author Credibility
Author authenticity evaluation
based on characteristics and
usage statistics
Not every author is equally
credible
Author Details
• Fans
• Friends
• Followers
Credibility Ranking
Find Most Impactful Reviews
63. Actionable Data: Current & Historical
Performance Trends
Understand volume and
sentiment
Spot changing sentiment over
time
Monitor effect of change
Actionable Themes
Monitor key trending topics
Identify operational
improvements
Reinforce exemplary
performance
Benchmarks
Compare your performance
within and across your
locations, categories and
sources
Understand where to focus
your efforts
Loyalty Analysis
Watch for your customers’
loyalty trends
Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly
64. Actionable Data: Current & Historical
Performance Trends
Understand volume and
sentiment
Spot changing sentiment
Monitor effect of change
Actionable Themes
Monitor key trending topics
Identify operational
improvements
Reinforce exemplary
performance
Benchmarks
Compare your performance
within and across your
locations, categories and
sources
Understand where to focus
your efforts
Loyalty Analysis
Watch for your customers’
loyalty trends
Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly
65. Reporting & Alerts
Online & Mobile Reports
Any Frequency:
Yearly, Quarterly, Monthly, Daily
Digest
Completely Customized
Drive to actionable data
Delivery to mobile device
Schedule & assigned
Role based
Alerts
Powerful alerting
• Location, category, source, loyalt
y and any keyword
• Schedule & assign
67. Review:
“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be
convenient, so I’ll likely go back.”
Decipher The Feedback
Room- Quality
• Room, large: Positive
• Bed, hard, Negative
• Bathroom, dated, Negative
Facilities
• Location, convenient, Positive
Service - Quality
• Staff, friendly, Positive
Loyalty
• Will Return, Yes
Review:
“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be
convenient, so I’ll likely go back.”
76. newBrandAnalytics At A Glance
Improving > 4,500
locations
Monitoring more
than 10,000
locations
Major chains &
multi-concepts
Rapidly
expanding
Software-as-a-
Service
Self-serve & client
services support
Secure, reliable, r
obust
Driven by
industry experts
for industry
Current
Food & Beverage
Hospitality
Government
Retail
In 2013
Healthcare
Customers Solution Industry
78. 2013 Roadmap & Product Focus
SCALE
Deliver cost effective mid-
market solution and offer
correlation of finding to other
data types
DRIVE TO
ACTION
Lead the user to action in a
step wise approach and
proliferate usage across
customers organization
PROMOTE
LOYALTY
Enable focused
communications with
influencers, drive guest
recovery and increase new
and repeat customers.
Lead User
Goal Orientation
Advanced Reporting
Reputation Mgt
Loyalty Improvements
Guest Acquisition
Internationalization
Integration & Admin
Automation & Data Quality
Susan:Smart phone use skyrocketingSmart phones topped 1 B users in Q3 2012, a 47% increase from 2011Comfort with social sites growingYelp has 84M unique visitors per mo (Q3, 2012)Social Feedback GrowingComscore 2011 report on Social Media Growth, from 400M Unique Visits in 2007 to more than 1BM in 2011Customer feedback spreads like wildfireAverage review read by 150 people Online reputation mattersEconomists from the University of California, Berkeley foundthat a half-star improvement in online ratings leads to 30-49% increase in thelikelihood a restaurant will be fully booked during peak dining times
Kerry Bodine on Customer Experience Management: To create a complete picture of your customers, you need to conduct three main types of customer research. You need to solicit customers’ input through vehicles like surveys, you need to gather unsolicited feedback that comes in through channels like social media and your contact center, and you need to go out to where your customers live and work to observe and talk with them one-on-one.
Operationalize Service Best Practices:Reward StaffBack of house social hall of fameEmployee shift selectionSpecial awardsSupply Chain OptimizationFind vendor changes in product deliveredNote size variances from agreementAssess freshnessInform on Local IssuesCarpet unsafe floorSolve uncomfortable seatingUncover unclean BathroomsIncrease SalesAdd requested menu itemsUncover location specific menu item issuesStrategy & InvestmentsUnderstand current location challengesIdentify new locations based on competitionAdvice Pricing to Value DecisionsCompare pricing to valueIdentify customers expectations
GM noted staff who were named in social media reviews, popular staff with positive reviews were tallied and kept in a Social Media Hall of Fame – the result 27% increase in positive staff reviewsOwner operator noted that Heidi a career waitress at a high end steak house was the best at service, wine selection and responsiveness according to social media feedback. He decided to use info like this to offer shift selection rewards to staff.One steak house noted decreased popularity in the Tbone steak in social media, despite consistent POS data for the same item. He researched the finding with his vendor and found that the vendor had switched farms, When the vendor switched back to original farm the reviews on Tbone grew again.A chicken fast casual chain found repeated social media comments about dry chicken. Only uncovered this with machine processing. Food quality scores were down from a A- to C+. Learned the supplier was giving chickens on low end of range. Negotiated larger chickens for same price and “dry” reviews disappeared bringing the org back to A- in food quality.One fast casual chain found repeated comments about slippery floor in reviews. They extended carpet and floor issues disappeared.A restaurant in the UK had positive reviews for all their locations except one lagged a bit in Ambiance. The dug into the data to learn that the window seats were uncomfortable, they replaced the pads and fixed the “bottom line”.
Customers of a high end foo foo pizza chain were requesting a plain o’ pepperoni pizza. The owner was hesitant but decided to comply. This is now the most popular item according to POS data and has increased the “kid friendly” rating of the location by almost 10%.A burger/wing place that offered sweet potato fries noticed that in a few of their locations the fries were noted as hard or brick like. They changed the recipe, making all locations stick to specific width when cutting fries and this food item rocketed to the favorite spot in their data.A coffee house that has most of its locations in malls used our data to determine issues with current locations: usually parking and seating, to determine where to put future restaurants.A burger joint in high end part of town decided to open second location. Feedback on the price to value in this new part of town was dramatically different in the social media. Where the original place had scores in the 70 percentile for value, the new one had scores in the 30 percentile. So rather than devaluing the brand the new location switched to smaller portions and decreased price points. As a result the value for these new menu items increased to 66% and overall customer happiness increased along with it.
Mgt & PRUnderstand ops & policy impact to brandConnect with guests Define social strategiesInfluence guest countsManage crisisPublish positive reviewsOperationsImprove store level performanceImprove General Manager performanceMeasure service effectiveness and identify training needsUnderstand service levels per storeMgt & StrategyBenchmark performance vs. competitorsMeasure effectiveness of strategy on guest perceptionDefine new dishesManage price to value perceptionCulinaryFix recipe issuesPerfect new product launchesIdentify faulty equipment or unsafe processTrain and perfect prep and deliveryIdentify cleanliness issuesFix root cause for food sickness
Unlike TGS: Real-time, Top-of-Mind, Competitive, Dynamic, Accurate, StatisticalUnlike Other Social Media: Beyond star ratings, Intuitive, Actionable, Innovative, Industry Specific, Presents Trends
The Context. An executive from a national restaurant chain with American and Asian cuisines noticed a disturbing theme in its DISHES NAMED Social Guest SatisfactionTM category. In a quarterly summary report, he found Sweet Potato Fries, a popular menu item, as a frequently negative topic. They were described as hard and small. The Response. Knowing the fries needed to be of a certain thickness and length given their standard cooking time, the executive issued a memo to all kitchen leads reminding them of the sweet potato cutting instructions.The Results. All kitchens across the US implemented the changed as suggested by the executive. After approximately four weeks, the executive revisited the DISHES NAMED category. The Calamari and Burgers continued their strong performance, but the Sweet Potato Fries emerged as the most frequently mentioned, and overwhelmingly positive, dish named in online customer feedback. Customers described them as delicious, tasty, and crispy.
The Context. A restaurant organization opened a new, high-end pizza concept and received great traditional guest sat feedback. In SGS, however, the MENU performance card was weak (C-). Customers desired the ability to make their own pizza pie (only chef’s selections were available on the menu).
Susan:Smart phone use skyrocketing46% smartphone usage and climbing (source Pew Research Center)Comfort with social sites growingYelp has 41M unique views a month (source Yelp)Customer feedback largely ignored85% of business’ capture, only 5% do anything with it (source Empathica)Customer feedback spreads like wildfireAverage review read by 150 people (source nBA)Loyalty programs not workingOnly 1% of consumers say loyalty program influences buy decision (source Marketing Daily)Social Driving Behavior Half a star increases bookings by up to 50% (source UC Berkley)
Cornell Study makes the case for why hotels need to pay attention to Social Media
Kerry Bodine on Customer Experience Management: To create a complete picture of your customers, you need to conduct three main types of customer research. You need to solicit customers’ input through vehicles like surveys, you need to gather unsolicited feedback that comes in through channels like social media and your contact center, and you need to go out to where your customers live and work to observe and talk with them one-on-one.
Hundreds of people are talking about you, your brand, your food, your service and the overall experience, they talk to friends on Facebook, on Twitter, and to anyone that will listen on social media sitesIts impossible to monitor all this, its like a typhoon of information, you need to find the needle in the haystack to react quickly and you need to find trends over time to set strategyOut of this chaos emerges the digestable, deciphered truth. Its ready for you to react to, its easy to manage and monitor over time and its going to produce more loyal customers and higher revenues for you, if you listen
To fix the experience for customers, operators need to pay more attention to what they say, not how they scored. This graphic shows an analysis of 102,000 reviews posted about two popular hotel chains, you can see that the star ratings tend to be higher than our operational grades, especially for reviews with lower than five stars. This can show how using simple Online Reputation Management tools leaves a lot of data on the table in terms of potential operational improvements. You might miss the reviews you could have used to improve your star rating. Harvard business school research says that a one-star increase on Yelp can lead to a 9% increase in overall sales. Furthermore, a study by UC-Berkley states a half star increase leads to 30 – 50% increased traffic during peak times.
Intuitive, User Focused ViewsLocation Level PerformanceIndustry Specific ResultsPerformance BenchmarksCustomer Loyalty AnalysisCommon ThemesAlerting & Reports
Communication Made EasyListen & RespondOrganized EffortSystematic EngagementGoal-Oriented Task Management
Mobile Feedback Text via SMSText via web browserActionable AlertsCustomer Friendly Rapid ReactionPerformance Trends
Performance ComparisonCompetitive BenchmarksLocations, categories, sourcesCompare ThemesUnderstand Business DriversComprehensive Review Summary
Decipher and understand text feedback from Guest Satisfaction SurveysDetailed Analysis by Location, Category including Performance Benchmarks Trends ThemesLoyalty AnalysisDetailed Text FeedbackCustom Views Reports
Decipher and understand text feedback from Guest Satisfaction SurveysDetailed Analysis by Location, Category including Performance Benchmarks Trends ThemesLoyalty AnalysisDetailed Text FeedbackCustom Views Reports
Location SpecificSoftware explores and tracks content generated at your individual locationsLocation is mentioned, automatic taggingLocation is not mentioned, geo-coding algorithms pinpoint proper locationAutomatic HarvestingAnalyze the social web looking for mentions of your businessSocial media, blogs, forums, review sitesAssigned automatic harvesting software collects comments from social media sitesSoftware to identifies new sources
Deep Level AnalysisUnderstand the “why” behind your performance metricsEvaluate performance based on industry specific best-practice KPIs360 EvaluationsOperational categories provide performance evaluations of your products and servicesNon-Operational categories explore customer’s satisfaction with everything else from Personnel to Furniture to your Bathroom Facilities