2. ‘OK,
Tell
us’
solves
a
common
business
problem…
“How
can
I
[the
customer]
make
a
complaint
or
a
sugges.on,
or
provide
praise
to
this
business?”
3. Built
on
a
few
simple
fundamentals…
for
Customers:
Quick.
Make
it
simple
&
fast.
Available.
Make
it
available
at
Point
of
Sale.
Anonymous.
Protect
my
privacy.
Trustworthy.
Give
me
confidence
my
feedback
is
going
to
someone
who
cares
&
can
act.
4. Built
on
a
few
simple
fundamentals…
for
Businesses:
Simple.
Make
it
simple
to
implement
&
manage.
Comprehensive.
Ensure
that
all
customer
cases
are
resolved
Data
Rich.
Provides
metrics
to
measure
&
improve
the
business.
EffecJve.
It
works.
It
meets
our
objecBves…
and
nothing
falls
through
the
cracks.
5. Built
on
a
few
simple
fundamentals…
• Complement
Mystery
Shopping
efforts
• Stop
bad
reviews
on
Social
Media
(Facebook
/
TwiPer)
• Measure
&
report
Franchisee
performance
• Market
research
on
products
/
services
• Improve
customer
saJsfacJon
for
Businesses:
Simple.
Make
it
simple
to
implement
&
manage.
Comprehensive.
Ensure
that
all
customer
cases
are
resolved
Data
Rich.
Provides
metrics
to
measure
&
improve
the
business.
EffecJve.
It
works.
It
meets
our
objecBves…
and
nothing
falls
through
the
cracks.
7. How
it
works…
Set-‐up
• Every
store
(franchisee)
gets
a
unique
code
e.g.
“100
123”
• Every
store
gets
a
selecBon
of
promoBonal
materials:
posters,
mini-‐cards,
postcards,
sBckers
Co-‐branding
permiMed
for
Enterprise
accounts
8. How
it
works…
Customer
submits
feedback
• Customers
see
in-‐store
marcoms
prompBng
them
to
provide
feedback
• Either
visit
oktellus.com
and
enter
the
code
(100123)
or
scan
the
QR
code
• Desktop,
tablet
&
mobile
opBmised
Branded
feedback
forms
available
9. How
it
works…
Everything
tracked,
measured
&
resolved
• Separate
Franchisee
and
Franchisor
(master)
logins
• Customer
case
management
with
personalised
noBficaBons
per
user
• Desktop,
tablet
&
mobile
opBmised
11. What’s
the
deal?
• Enterprise
Accounts
are
for
companies
with
more
than
10
codes
• Enterprise
accounts
save
up
to
50%
off
standard
rates
• Unlimited
users
of
the
system
• Unlimited
submission
of
feedback
• No
feedback
received
-‐
no
monthly
fee
for
that
code
• No
SMS
or
email
fees
• Co-‐branding
available
• Invoicing
to
Franchisor
Support
Office
or
billed
to
Franchisee
credit
card
12. Why
bother?
56%-‐70%
of
the
customers
who
complain
to
you
will
do
business
with
you
again
if
you
resolve
their
problem.
If
they
feel
you
acted
quickly
and
to
their
saGsfacGon,
up
to
96%
will
do
business
with
you
again,
and
they
will
refer
other
people
to
you.
Source:
White
House
Office
of
Consumer
Affairs,
Washington,
DC
On
average,
a
saGsfied
complainer
will
tell
5
people
about
the
problem
and
how
it
was
saGsfactorily
resolved.
A
typical
business
hears
from
only
4%
of
its
dissaGsfied
customers.
The
other
96%
just
quietly
go
away
and
91%
will
never
come
back.
13. Next
Steps…
• Proposal.
Proposal
contains
all
terms
&
details.
• Engagement.
Complete
the
engagement
form.
• Sign-‐up
to
roll-‐out
takes
approximately
48
hours.
![‘OK,
Tell
us’
solves
a
common
business
problem…
“How
can
I
[the
customer]
make
a
complaint
or
a
sugges.on,
or
provide
praise
to
this
business?”](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)