Measuring

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Measuring

  1. 1. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Singapore Service Academy - Measuring Your Customers’ Experience
  2. 2. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com
  3. 3. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Executive Summary • Your Brand • The Problem • Are You Aware • The Truth • The Reality • Our Solution • The Magic • Your Alternatives • The Smart Choice • What You Should Do Now
  4. 4. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com First You Created A Brand
  5. 5. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com And You Put Your Brand Here
  6. 6. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Then Your Brand Moved Here
  7. 7. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Now Your Brand Is Here
  8. 8. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com And When Things Go Wrong As They Often Will
  9. 9. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com And Impact Your World
  10. 10. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com This Is What They Say About It
  11. 11. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com You Once Had Control Of Your Brand; Now People Do
  12. 12. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Perception For Better Or Worse Is Truly Reality
  13. 13. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com YouEitherCreate “TheConversation”… …Or “TheConversation” WillRecreateYou
  14. 14. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Problem How do you in this increasingly interconnected, social m edia based w orld…
  15. 15. 5. Boost Your Overall Profitability 5. Boost Your Overall Profitability 4. Gain A Competitive Edge 4. Gain A Competitive Edge 3. Establish A Stronger Brand 3. Establish A Stronger Brand 2. Attract New Customers 2. Attract New Customers Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Problem 1. Retain Your Existing Customers 1. Retain Your Existing Customers
  16. 16. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Are You Aware
  17. 17. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Are You Aware
  18. 18. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Are You Aware
  19. 19. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Are You Aware
  20. 20. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Are You Aware • 92% of your potential customers research you online” – BIG Research • Reviews are the #1 factor when considering you – Avenue A, eMarketier • 72% of online shoppers say that web reviews and ratings on company websites and elsewhere influence their purchase decisions more than any other factor.” – 2010 Social Shopping Survey by the e-tailing Group
  21. 21. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Truth • The world has changed, social utilities have enabled your customers and potential customers to share their experiences and engage in conversations without your active participation and no control on your part. The opportunity you have available to you is to fast become a part of these conversations and use platforms like Rate Your Experience to create these conversations. These Social Utilities platforms present a significant opportunity, but only to those who embrace them now. – Manoj Sharma, Singapore Service Academy
  22. 22. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Reality • Technology is shifting power away from the editors, the publishers, the establishment, the media elite. Now it’s the people who are taking control – Rupert Murdoch, News Corp & MySpace • 14% of people trust ads, 78% of people trust consumer recommendations - Nielson Survey • Is your business wired, tired or on the verge of being expired? – SEMA Online Marketing Conference
  23. 23. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Our Solution • We Measure Your Customers’ Experience through Social Media, Social Buzz and by Creating In-Depth Customer Conversations • We assist you Create World Class Cultures Of Service Excellence through Fully Customized Initiatives • We show you your ROI and Recommend Your Next Steps
  24. 24. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Magic • Our Rate Your Experience technology • Through which we first measure The Commonality of… – People – Products and/or Services – Processes, Procedures and/or Policies – Physical and/or Virtual Environments – Other Components …which gives your organization a benchmarked Customer Experience Rating • And then we measure The Specifics which make your organization distinct
  25. 25. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Your Alternatives • Do nothing and let the social media complaints retire & expire your organization • Spend way too much money on Advertising, Branding & PR campaigns that won’t even address the problem • Sit around think about and discuss it endlessly while your competitors move forward • Hire someone to do it internally to poor effect • Tell us you will get back to us because you have other priorities
  26. 26. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com The Smart Choice • Engage us now to get you Wire & Hired through our… – Rate Your Experience technology – Brand Audits – Mystery Shopping – Focus Groups – Customer Satisfaction Surveys – Employee Satisfaction Surveys – Industry & Organization Benchmarking – Compliance Checks – Rewards & Recognition Services • That are supported by fully customized Creating A World Class Culture Of Service Excellence initiatives
  27. 27. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com What You Can Do Right Now • Say You Are Very Interested • Ask Us Lots Of Probing Questions • Trash Out Costs And Agree To Get Started Right Now • So that you can get us to assist you… 1. Retain Your Existing Customers 2. Attract New Customers 3. Establish A Stronger Brand 4. Gain A Competitive Edge & 5. Boost Your Overall Profitability
  28. 28. Copyright 2010 DIfferWorld Pte Ltd All Rights Reserved www.SingaporeServiceAcademy.com Thank You! • Manoj Sharma – Manoj@SingaporeServiceAcademy.com – (65) 6338 5669 • Andy Tay – Andy@SingaporeServiceAcademy.com – (65) 9366 4980 • Kelvin Chan – Kelvin@SingaporeServiceAcademy.com – (65) 6338 8979

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