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Is your customer Happy or Not?
Is Your Customer Happy or Not?

February-2014

Is	your	customer	Happy	or	Not?	

Good customer service is the lifeblood of ...
Is Your Customer Happy or Not?

February-2014

Customer	Satisfaction	
“A Satisfied customer is the best business strategy ...
Is Your Customer Happy or Not?

February-2014

Banking	and	Finance	

55%

Customers that stop
doing business with a bank
i...
Is Your Customer Happy or Not?

February-2014

You do not want this to be happen to your business

What	happen	when	compan...
Is Your Customer Happy or Not?

February-2014

51%

of Facebook users expect a same
day response

52%

of Twitter users ex...
Is Your Customer Happy or Not?

February-2014

Trend	these	days	
Top companies worldwide are using a satisfaction monitori...
Is Your Customer Happy or Not?

February-2014

Return	on	Investment	for	HappyOrNot?	

Luxury Life Brands Inc.

Where Trend...
Is Your Customer Happy or Not?

February-2014

How	HappyOrNot	benefited	others	
A fitness studio client has placed HappyOr...
Is Your Customer Happy or Not?

February-2014

One grocery store used HappyOrNot in the produce section with the question ...
Is Your Customer Happy or Not?

February-2014

What	customer	has	to	say	about	it?	
BAA, Heathrow Airport Limited, Kevin Re...
Is Your Customer Happy or Not?

February-2014

“HappyOrNot is a game changer for companies of all shapes & sizes.
Our goal...
Is Your Customer Happy or Not?

February-2014

References
1.
2.
3.
4.

5.

www.happyornotreseller.com
www.luxurylifebrands...
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Is your customer happy or not? Issue1_Feb-2014

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Is your customer happy or not? Issue1_Feb-2014

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Transcript of "Is your customer happy or not? Issue1_Feb-2014"

  1. 1. Is your customer Happy or Not?
  2. 2. Is Your Customer Happy or Not? February-2014 Is your customer Happy or Not? Good customer service is the lifeblood of any business. It is the discipline of providing the best possible solutions and support to your valued customer. Great customer service is the dedication to the customer's needs before, during, and after a sale. The importance of customer service may vary by product or service, industry and customer. Think about the best service or support you received from any company and the affect it had on your impression of that company or brand. You probably end up describing your experience to many friends and family; actually you are explaining the overall customer experience you had and have become the best example of what great service builds, a reputation that exceeds all boundaries. Customer experience includes a customer’s perception of a company, a customer’s interaction with a company, and a customer’s recollection of that entire process, from start to finish, at all touch points. Customer service is simply assisting customers and meeting their needs. Customer Experience Customer Service "If a customer has to call customer service, then something has gone wrong with their experience." Positive Experience Dissatisfied Customer No Future Sales Negative Experience Satisfied Customer Repeat Purchase or Sales Customer Experience Luxury Life Brands Inc. Where Trends Start 1
  3. 3. Is Your Customer Happy or Not? February-2014 Customer Satisfaction “A Satisfied customer is the best business strategy of all”-Michael Le Boeuf 4% 68% 70% 70% 91% 91% 96% •A typical business only hear from 4% dissatisfied customers •Poor treatment of customer lends to customer defections •Buying experience is based on how the customer feels they are being treated •Resolve a complaint in the customers favor and they will do business with you again •Unhappy customers will not willingly do business with you again •Customers who will never come back •Customers who don’t voice complaints Below are the examples of few industries: Pharmacy and Drug Store 7% 14% Japan Europe 45% 34% of sales accounts for brand name products North America Latin America 24% accounts for generic products Regional distribution of global pharmaceutical market Luxury Life Brands Inc. 76% Where Trends Start 2
  4. 4. Is Your Customer Happy or Not? February-2014 Banking and Finance 55% Customers that stop doing business with a bank is due to quality of service Restaurant & Food Services Factors which are critical to customer in restaurants and food services industries: 1. 2. 3. 4. 5. 6. Food & Drinks Washrooms Services Wait Time Price Ambience $660 91% 8 - 16 400-1000% Luxury Life Brands Inc. Where Trends Start • Billion Industry • Unhappy customers walk away, NEVER to return • Dissatisfied customers by word of mouth will tell eight to sixteen others • It cost 4 to 100 times more to bring a new customer as compared to retaining existing customers 3
  5. 5. Is Your Customer Happy or Not? February-2014 You do not want this to be happen to your business What happen when companies do not know about customer problems? Survey finds that customers are left wanting after posting their problems online The YouTube video posted in 2009 by Canadian musician Dave Carroll with his song United Breaks Guitars, chronicling a customer service disaster by the airline, which, as the song points out — broke his guitar — sounded an alarm bell through corporate boardrooms. It shows how dissatisfied consumers can make their voices heard through social media. Sometimes it only took a tweet to disrupt company’s image. Response received by customers from companies for online complaints Received Online Apology No Action 70% Luxury Life Brands Inc. 23% Discount or Service 12% “If companies don’t respond, they will have a black mark against them.” Where Trends Start 4
  6. 6. Is Your Customer Happy or Not? February-2014 51% of Facebook users expect a same day response 52% of Twitter users expect a response within two hours th Who have a negative experience share 1/4 their thoughts via social media 31% of customer always resolve service related issues through social media “Poor customer service result in lost sales” 800 1000 800 of 1000 Customers Survey said they did not make a purchase because of poor customer service Luxury Life Brands Inc. Where Trends Start 5
  7. 7. Is Your Customer Happy or Not? February-2014 Trend these days Top companies worldwide are using a satisfaction monitoring device “HappyOrNot” a award winning wireless survey system. HappyOrNot is a global chain solution for continuous satisfaction monitoring and improvement in all aspects of your operations. Rated the “top coolest things at NRF 2013” by Daily Finance. HappyOrNot is in 24 countries with incredible results for all our clients. Service includes a totally wireless self-standing HappyOrNot device with custom signage that includes a intelligent reporting service which simultaneously delivers reports from each unit to a custom portal and unlimited users. MMI Feature • Real Time Reporting to keep you informed of how each customer felt while leaving your premises Monitor • Customized Reports that help identify any service/quality gaps leading to dissatisfied customers • Plug the holes in real time with daily reporting so you can directly impact your improvements in services offered Measure Impact Device Luxury Life Brands Inc. Where Trends Start 6
  8. 8. Is Your Customer Happy or Not? February-2014 Return on Investment for HappyOrNot? Luxury Life Brands Inc. Where Trends Start 7
  9. 9. Is Your Customer Happy or Not? February-2014 How HappyOrNot benefited others A fitness studio client has placed HappyOrNot devices outside the group training rooms. The management followed the results and spotted a slowly declining trend in the overall satisfaction. They didn't know what caused this and normally they receive very green feedbacks. They decided to talk openly with all their instructors and found out that one of their best-performing instructors was having problems in her personal life and if reflected to the results without anyone knowing about it. An electronics store client had a suspicion that one of the new salespersons wasn't on par with others. The unit manager followed the feedbacks from those shifts that he was working on and they clearly showed a drop in customer satisfaction. This was easy to spot as the devices were positioned right after the cash counter - and the salesperson working there. The unit manager had the confirmation that something must be done and they gave him additional training and later the whole problem had disappeared. A DIY client noticed that as a chain, their worst performing day was Saturday. This was also the most important business day for them, with the most amounts of customers shopping that day. The looked further into the problem and discovered that the staff was coming on Saturdays with a weekend mentality. They were taking it easy and not giving good service to the customers as they thought of Saturday as the "take it easy day". Once management became aware of this they were able to change behavior and brought the dissatisfaction rate down from 27% to 9%. Luxury Life Brands Inc. Where Trends Start 8
  10. 10. Is Your Customer Happy or Not? February-2014 One grocery store used HappyOrNot in the produce section with the question “How fresh is our produce?” The store noticed that satisfaction levels decreased significantly throughout the day. By steering according to the feedback from customers, they paid more attention to keeping the area clean and restocked and this resulted in great improvement in the feedback and more sales of produce. One restaurant used our service and determined that customer satisfaction with the food quality went down significantly on Thursdays and they had fewer customers on that day. By noticing this trend, they looked into food quality and found that a specific cook was always working that day and was over-salting the food. They rectified the situation and feedback and sales increased. The management of a chain noticed that their worst performing store was struggling specifically on Tuesdays and Thursdays from 17:00 – 21:00. They were able to determine that the management was not enforcing the organizations service promise to their customers. Through retraining they were able to rectify this and customer satisfaction levels greatly improved and sales increased. Luxury Life Brands Inc. Where Trends Start 9
  11. 11. Is Your Customer Happy or Not? February-2014 What customer has to say about it? BAA, Heathrow Airport Limited, Kevin Rendle, Head of Operational Systems: The units have had an interesting effect on the behavior or our security teams. Without any prompting the security staff is encouraging passengers to use the feedback units. This is hugely encouraging as it is a positive interaction between our staff and the passenger, it really enforces to passengers that their feedback is important to us. City of Espoo, Finland, Riitta Flinck, Administrative Director of Nursing: “It’s very important for us to deal with our customers in a friendly and professional manner everywhere and at all times. Our units constantly see the feedback from their customers (using HappyOrNot) and we try to make it as transparent as possible, letting staff sees the results, instead of the reports being delivered only to the managers. The results are also made available for the citizens to see.” City of Vaasa, Finland, Teemu Paavola, Development Director: “Seeing and analyzing the reports has been made extremely easy for us. We also have achieved a high response rate. Getting positive feedback is a vital part of our employee satisfaction. With this system we have made customer satisfaction something that is a visible and concrete element of unit leadership. We use HappyOrNot currently in all our healthcare units and are planning to extend the use to other services as well.” A-Kasastus (MOT inspection services), Seppo Hämäläinen, Country President: We've used various tools to measure our customer satisfaction since the 1990s. High-quality customer service is a priority for us so we need to measure our performance non-stop. We tested the new service (HappyOrNot) in several units and the experience was very good. It's a huge deal for us that the measuring devices are wireless as it's easy for us to use them in different point-of-experiences in the units. DocMorris Pharmacy Chain (Lloyds Pharmacy in UK) Operations Director, steering group member Camilla Giske: It is important for us to take care of our customer in a friendly, competent and professional manner every day. HappyOrNot is easy to use both for us and the customer. It gives us a direct feedback of how customers think we succeed. We can immediately see how satisfied our customers are with us in every pharmacy, but also how it looks in different parts of the country and in total for the entire chain. It gives us an opportunity to quickly act both locally and overall if anything needs to be corrected. Luxury Life Brands Inc. Where Trends Start 10
  12. 12. Is Your Customer Happy or Not? February-2014 “HappyOrNot is a game changer for companies of all shapes & sizes. Our goal is to satisfy each and every customer with a customized program and unparalleled customer service to ensure positive results” Roy Perlmuter President / CEO Luxury life brands Inc. For more information about HappyOrNot please email us at: roy@luxurylifebrands.com Learn more about HappyOrNot at www.hornreseller.com and visit us at www.luxurylifebrands.com https://www.facebook.com/LuxuryLifeBrandsInc Luxury Life Brands Inc. Where Trends Start 11
  13. 13. Is Your Customer Happy or Not? February-2014 References 1. 2. 3. 4. 5. www.happyornotreseller.com www.luxurylifebrands.com https://goinstant.com/blog/customer-experience-vs-customer-service-whats-the-difference Read more: http://www.vancouversun.com/business/Many+businesses+fail+address+customer+complaints+social+media/9186745/story. html#ixzz2s11Ky2cq http://www.desk.com/customer-service/customer-complaints Luxury Life Brands Inc. Where Trends Start 12

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