Case pulse cfm_061009

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Case pulse cfm_061009

  1. 1. Case:Customer Feedback Management for a 40-outlet fine dining restaurant chain<br />inTouch analyticsOctober 2009<br />
  2. 2. About the client<br />A 12-year old entrepreneurial business<br />Started in Bangalore and now spread across 5 cities<br />Diverse cuisines and restaurant themes – each theme being nurtured into a brand<br />Large and loyal customer base, chain known for being a passionate advocate of fine dining<br />Continuously investing in even higher levels of customer experience<br />Pulse: Customer Feedback Management Solution<br />
  3. 3. Solution brief<br />About 1,000 customer responses received every day<br />Validated and categorized by type of experience<br />Web-based dashboard provides near-real time report on satisfaction levels<br />Drill across to chain, city and outlet levels<br />Drill down from experience categories to comments<br />Intelligent response mailers to customers based on satisfaction levels and ratings<br />Occasion based promotional emailers / SMS’s<br />Pulse: Customer Feedback Management Solution<br />
  4. 4. Support Services<br />Secure Data Management<br />Firewalled data, authorized access only<br />Contact data cleaned and mobile numbers scrubbed against NDNC<br />Opt-out enabled customer communication – communication preference updates constantly monitored<br />Inactive email IDs purged on a regular basis<br />Data shared only with designated executives in client organization<br />Pulse: Customer Feedback Management Solution<br />
  5. 5. Support Services<br />Data Analysis and Modeling<br />Analysis and modeling guide system design<br />Inputs to intelligent response system<br />Offer-Response analysis<br />Customer segmentation and satisfaction trend modeling<br />Satisfaction Trends and related City/Outlet performance analysis shared with client<br />Quarterly validation of models – reality check<br />Pulse: Customer Feedback Management Solution<br />
  6. 6. Client Benefits<br />A significant 10% - 15% repeat visits generated through relevant response and occasion based communication – consistently over the 5-year engagement with inTouch<br />Acknowledgment of feedback and quick problem redress have led to reduced post-experience dissonance among initially dissatisfied respondents<br />Disciplined data management has meant a clean and live customer database with more than 200,000 ‘permissioned’ contacts<br />Solution is key input to operational issue handling and staff reward / punishment programs<br />Pulse: Customer Feedback Management Solution<br />
  7. 7. Dashboard screenshots<br />Pulse: Customer Feedback Management Solution<br />
  8. 8. Log inAccess levels defined<br />Pulse: Customer Feedback Management Solution<br />
  9. 9. Home screencustomized to access level<br />Pulse: Customer Feedback Management Solution<br />
  10. 10. Parameter Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  11. 11. Parameter Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  12. 12. Parameter Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  13. 13. Attribute DashboardScores aggregated at attribute level<br />Pulse: Customer Feedback Management Solution<br />
  14. 14. Comment Dashboard Home<br />Pulse: Customer Feedback Management Solution<br />
  15. 15. Comment Dashboard: Parameter<br />Pulse: Customer Feedback Management Solution<br />
  16. 16. Comment Dashboard: Parameter<br />Pulse: Customer Feedback Management Solution<br />
  17. 17. Daily Trend Report Home<br />Pulse: Customer Feedback Management Solution<br />
  18. 18. Daily Trends Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  19. 19. Daily Trends Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  20. 20. Daily Trends Dashboard<br />Pulse: Customer Feedback Management Solution<br />
  21. 21. Thank you!<br />Pulse: Customer Feedback Management Solution<br />Call/Mail for Clarifications:<br />Arun Prabhuemail: arun@be-in-touch.comPhone: +91-80-4120 3972Mobile: +91-96202 71950 <br />

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