Don\'t just listen - act

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real-time customer feedback & action management to reduce customer churn and continuously improve the customer experience

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Don\'t just listen - act

  1. 1. CustomerSat™10 Enterprise Feedback Manager Don’t Just Listen. Act. Copyright © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc.
  2. 2. Traditional approaches to manage customer satisfaction are of limited value Why? Too slow: The cycle time between identifying an individual customer issue or concern and acting on it using conventional survey methods is too long…which leaves your back door wide open for your competitors Collecting Too generic: aggregated feedback makes feedback is it impossible to solve individual issues not enough… Too little: Only a part of your customer population continues to take the trouble to give feedback and most importantly… …you need to act on it too! Source: eVergance October 2008 Which is why you need a process to turn real time feedback into actions! Potential Benefits: • Save at risk customers and their recurring revenue Kudos Employee Reinforce Positive customer • Gain visibility into competitive strengths and weaknesses Alerts Recognition & Reward centric behaviours • Pinpoint & promptly address critical service & product quality issues • Identify key drivers in satisfaction to keep customers for life Improved Customer • Generate new revenue by uncovering leads from customers & partners Experience • Leverage advocates to drive references, case studies and sales • Share insights across the organization and reduce silos of feedback negative Action Service • Better recognize, reward and coach teams and individuals Alerts Recovery Resolve customer issues exceed customer expectations A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 2
  3. 3. Actionable: ROI Exceeds 100% per Year Honeywell retained millions of dollars by identifying & fixing satisfaction issues After 6 Months… 2,000 Customers Surveys Pilot Control Pilot Control Action Group Group Mgmt Group Group 40% fewer No cancellations Change A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 3
  4. 4. CustomerSat in a nutshell CRM Connect 180 Market Sample, Design Survey 3 On Demand Uploads via True Sample 1 Design, Setup & Program Sampling Customer Sample 2 Upload Variables Quota Management 4 Invitation Mailer Services 5 Response Bounce Management 6 Feedback Analytics 7 Action Management 8 Manage Detractors Convert Neutrals to Promoters Convert Promoters to Advocates A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 4
  5. 5. Leverage the Most Comprehensive Offering > Complete end-to-end solutions from a single vendor Easily Import Cross-Survey Roll-Up Sample Management Deployment Options Integration Options Import Contacts Analytics & Reporting Customer Partner Support Win-Loss Employee Experience Experience Transactions Intelligence Experience Action Management A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 5
  6. 6. Gather Feedback From Any Experience > From Customer to Employee… > Gather relationship or transactional feedback > Analyze & Report on results > Study linkages across multiple surveys Cross-Survey Roll-Up Analytics & Reporting Customer Partner Support Win-Loss Employee Experience Experience Transactions Intelligence Experience Action Management A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 6
  7. 7. Act on Feedback Across All Departments > Route feedback to the right hands… > Send complaints to supervisors > Reward employees who received kudos > Forward references and sales leads Cross-Survey Roll-Up Analytics & Reporting Customer Partner Support Win-Loss Employee Experience Experience Transactions Intelligence Experience Action Management Resolve Kudos & Issues Leads A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 7
  8. 8. Combine EFM Data with Scorecards & Portals > Merge your CustomerSat data with corporate data > Consolidate satisfaction & operational data to drive informed business decisions Balanced Scorecard Finance Integration Options CSAT Support Transactions CRM HR A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 8
  9. 9. Dashboards& Analytics: We Deliver Insights A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 9
  10. 10. Prioritise Actions with Driver Charts > Improve/leverage the things that are important Vulnerable… Strategic Advantage… Top priority to improve Leverage and grow Importance Weak.. Helpful... but less critical but doesn’t to customers drive renewals A MarketTools company. Satisfaction © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 10
  11. 11. Drive Correct Behaviors: Positioning Charts > Segment analysis shows strengths & weaknesses Hostages Loyalists Defectors Mercenaries A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 11
  12. 12. Action Management – Acting on Insight A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 12
  13. 13. Surveys Trigger Immediate Alerts 1. Low Score Received.. 2. Alert Sent via Email 3. Instant Access to Survey A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 13
  14. 14. Keep Track of Actions A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 14
  15. 15. About MarketTools & CustomerSat Founded December 1997 (Acquired CustomerSat in April, 2008) Employees 600+ Worldwide Global Corporations, Market Research Firms, Small and Medium- Broad Client Base Sized Businesses and Individuals We Work with the Biggest Brands in B2B & B2C Best-in-class Technology Platforms for MR and EFM Solutions Quality-Assured Global Panels & Communities Research Expertise & Innovation Revenue >~$100 Million in 2008 A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 15
  16. 16. For more information or to discuss your own situation please contact me: JeremyC@Markettools.com A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 16

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