Onva Consulting - An Overview


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This is Onva Consulting. We help companies earn more revenue from existing customers and attract new customers at less cost

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Onva Consulting - An Overview

  1. 1. ONVA – AN INTRODUCTION<br />Growing profitably by putting your customers and employees at the heart of your business<br />
  3. 3. The business results Onva delivers<br />
  4. 4. Customer AND EMPLOYEE focus in good times and bad<br />The importance of Customer and Employee Loyalty <br />in an ever-changing landscape<br />
  5. 5. The Loyalty Factor<br />Research* has shown that loyal customers/clients behave in four different ways. They.............<br />*Research by Bain and Satmetrix <br />
  6. 6. Web 2.0 has enabled the customer to publish and share opinions. Trust in traditional communications has diminished as result<br />The decline of trust in traditional marketing = time to change<br />UK Brand study October 2008<br />
  7. 7. The recommendation generation – trusted recommendations both offline and online<br />61%<br />Trust consumer Opinions <br />posted online<br />To what extent do you trust <br />the following forms <br />of Advertising?<br />78%<br />Trust recommendations from other consumers<br />26%<br />Trust online Banner Ads<br />38%<br />Trust searchEngine Ads<br />
  8. 8. Onva’s methodology<br />Listening to grow profitably – delivering more from the same or less<br />
  9. 9. The Onva Listen Methodology<br />Listen – Identify customers and employees that ‘love’ and ‘hate’ you – and the reasons why - by using Net Promoter<br />Involve – Drive Word-of-Mouth recommendations (on and offline) by creating a volunteer sales force<br />Sell – Improve Sales Effectiveness through customer input<br />&quot;Onva conducted a Net Promoter Audit across our business and within weeks had indentified who our loyal customers were and the ones that pro-actively recommended us”<br />
  10. 10. 1. Listen<br />Net Promoter – Asking the Ultimate Question – to help you sell better<br />
  11. 11. A globally trusted business metric<br />
  12. 12. Net Promoter – The Ultimate Question<br />
  13. 13. The Psychology of Recommendations<br />Does your business miss, meet or exceed expectations on the promise that you communicate?<br />Promoters<br />Business is exceeding customer expectations and they actively recommend<br />Passives<br />Business is meeting customer expectations but they are word-of-mouth mutes and may defect<br /><ul><li>Detractors</li></ul>Business is missing customer expectations and they actively bad mouth the product/service<br />Expectation Level<br />
  14. 14. Exceeding expectation leads to...<br />Generating more Promoters<br />Greater customer advocates <br />Repurchasing<br />Creating secure revenue<br />Buying additional products<br />Presenting opportunities to cross-sell and up-sell and thus grow revenues<br />Referring/Recommending<br />Driving new customers at lower cost who become Promoters<br />Providing Feedback<br />De-risking decision making and creating unique marketing collateral<br />
  15. 15. Missing expectation leads to...<br />Creating more Detractors<br />Draining budget<br />They use costly resources while their issues are being addressed <br />Churning<br />They will ultimately defect to a rival<br />Generating negative WOM<br />Negative recommendations make it harder for a brand to attract new customers – thus substantially increasing the cost of operations/cost of customer acquisition.<br />It is also three times more powerful than positive WOM. Therefore one potential customer upon hearing a bad experience will need four positive recommendations to change their impression/mind<br />
  16. 16. Reducing Detractors while growing Promoters pays off<br />Increasing your Net Promoter score by 12% will deliver your business double the sector growth average<br />Increasing your share of Promoters by 7% will deliver your business 1% growth<br />Reducing your share of detractors by 2% will deliver your business 1% growth<br />If your business has an above average NPS profile in its sector you could see 4x the growth rate<br />
  17. 17. Your employee recommendability impacts the business<br />Employee NPS<br />Customer NPS<br />If employees are detractors of the customer experience/service that they deliver it is highly likely to create detractors amongst your customers as well.<br />
  18. 18. Onva helps to turn that frown upside down<br />Listen<br />Identify which customers and clients love or hate you<br />Identify the strengths of your business by examining reasons for promotion<br />Identify the weaknesses of your business through reasons for detraction<br />Full Net Promoter audit and analysis service – the insight you need to make vital decisions<br />Targeted approach to address needs and improve performance<br />Sales and marketing effectiveness consulting and programmes<br />Business improvement consulting and programmes including involvement and innovation <br />
  19. 19. 2. Involve<br />Increase revenue by creating a volunteer sales force <br />by driving Word-of-Mouth<br />
  20. 20. It’s getting your Promoters talking<br />Conversations between people who trust each other about content that interests or inspires<br />Conversations and content you can’t control<br />But conversations you caninfluence with content you help to create<br />And conversations you can stimulate with direct engagement<br />
  21. 21. Bring your Promoters on the inside<br /><ul><li>Give them a special status
  22. 22. Give them a purpose
  23. 23. Reward them
  24. 24. Make things really simple
  25. 25. Close the loop
  26. 26. Benefit from their ideas, advice and tips</li></li></ul><li>Let your customers guide you<br />Who better to advise you than the people that invest in you?<br />Free research platform that creates economies of scale<br />Genuine insight into their behaviour<br />De-risks marketing campaigns<br />Directs business on where it misses/exceeds expectation<br />Generates deep and lasting customer loyalty<br />
  27. 27. A Simple Case Study<br />Multi-award winning platform created by minds at Onva<br />SimplyCity - the largest UK consumer engagement panel with over 15,000 brand advisers in a year from a standing start<br />Significant reduction to customer acquisition costs – 2500% less than direct mail!<br />Significant increase in product trial – 98% of advisers try an additional 1-2 products<br />Products launched via the panel get best response in 50 year history<br />Free research helps feed PR, marketing and sales machine<br />
  28. 28. Involvement increases advocacy and loyalty<br />Work with multiple clients has proven that if a customer/client is directly engaged by the business, the Net Promoter score/levels of advocacy increases dramatically<br />It has also proven that customers that arrive through personal recommendations have their expectations set correctly and become recommenders themselves<br />
  29. 29. 3. sell<br />Improve sales effectiveness through customer and employee input<br />
  30. 30. Improving sales effectiveness<br />
  31. 31. What we deliver<br />
  32. 32. Services<br />Listen<br />Net Promoter Audit<br />Listening Workshops<br />Market research<br />Social media monitoring<br />Involve<br />B2B Customer Adviser Groups<br />Consumer Adviser Panels<br />Short-term Involvement<br />Employee Involvement<br />Sell<br />Sales Training<br />Message Development<br />Customer Segmentation<br />PR & Marketing<br />
  33. 33. Expertise<br />Crispin Manners – Founder and CEOCrispin Manners is a recognised authority in harnessing the power of Net Promoter and Word-of-Mouth as part of an integrated sales, marketing and loyalty strategy. Crispin has over 25 years experience in delivering integrated communications solutions for businesses and brands.Discovering Net Promoter® has allowed Crispin to systematise his approach and to use customer feedback to build more compelling propositions for clients and to develop engagement programmes that turn customers and employees into advocates.Throughout his career he has created business momentum for his clients and his own business. He led his earlier company (Kaizo) to be the fastest growing PR Company in the UK in 1991, the #2 performer over a decade in 1997 and the #5 best PR firm to work for in the UK. He is a natural facilitator, a skilled mentor and valued for the strategic choices he uncovers for his clients.<br />Matt Manners – DirectorMatt Manners is an award-winning marketing and PR professional. Over the past two years he has been empowering businesses through Net Promoter®, to directly engage with customers and drive up levels of customer advocacy and sales.Previously he worked as a PR professional in both London and Sydney for two of the world’s largest PR firms – Weber Shandwick and Burson-Marsteller. He has worked across brands such as PlayStation, Siemens, PalmOne, Simple, Unicef, Hewlett Packard, Castrol and the Football Federation Australia. His ability and experience allows him to ascertain the needs of a business rapidly and to implement a successful, customer loyalty and communications strategy that delivers targeted results.<br />
  34. 34. Contact Us<br />If you want to transform the effectiveness and cost effectiveness of your sales and marketing programmes contact: <br />Crispin Manners on crispin.manners@onva.biz or +44 (0) 7774774272<br />Visit our website at www.onva.biz<br />You can view our Onva video at: http://www.youtube.com/onvaconsulting<br />Follow our blog at: http://therecommendationgeneration.blogspot.com/<br />Connect with us on LinkedIn at: http://www.linkedin.com/companies/onva<br />