This document describes an SMS-based customer feedback and engagement solution. It allows businesses to get immediate feedback from customers via text messages. The system sends alerts for unhappy customers, and businesses can contact them to recover dissatisfied customers before negative word-of-mouth spreads. Opted-in customers can be part of ongoing loyalty programs and receive targeted offers. The solution aims to help businesses continuously monitor customer sentiment and improve their services.

1. SMS Based Customer Engagement Solution

2. Would you like to be able to monitor what your customer thinks of your product at all times?

3. Would you like to get accurate feedback at the moment of truth

4. Would you like to get accurate feedback at the moment of truth Right when the customer is experiencing your product?

5. ? Would you like to know...

6. ? Would you like to know... When your staff aren’t delivering good customer service?

7. Would you like to have access to this feedback

8. Would you like to have access to this feedback No matter where you are?

9. Would you like to be alerted...

10. Would you like to be alerted Immediately if a customer has a very bad experience? “ From: Feedback Unhappy Cust Alert: Customer (087-8062497) in Georges Street has rated their likelihood to recommend at 2 out of 10 Unhappy Cust Alert: Customer (087-8062497) in Cork has rated their likelihood to recommend at 2 out of 10 Save Reply ”

11. Would you like to be able to recover that customer before they have a chance to tell all their friends?

12. Would you like to be able to recover that customer before they have a chance to tell all their friends? “We’re sorry you had a bad experience. Would you mind if a manager phoned you to discuss the issue? Reply Y for Yes and N for No

13. Would you like have a continuous customer loyalty measurement so you can spot trends over time and monitor the effectiveness of improvement strategies?

14. Would you like have a continuous customer loyalty measurement so you can spot trends over time and monitor the effectiveness of improvement strategies?

15. Would you like to be able to send special offers and discounts to opted-in customers - direct to their phones?

16. Would you like to be able to send special offers and discounts to opted-in customers - direct to their phones? This is a slow day. Lets send a 33% discount voucher to all customers on our SMS database

17. How does it work?

18. How does it work? Let us show you an example of how SMS Feedback works

19. 1 Customer follows feedback instructions on your menu, bill or table tent. E.g. Free text CORK followed by your feedback to 51444. All feedback entered into a free draw for meal vouchers.

20. 1 2 Customer follows feedback instructions on your menu, bill or table tent. E.g. Free text CORK followed by your feedback to 51444. All feedback entered into a free draw for meal vouchers. The customer receives a thank you message and notification if they have won a prize (optional) “Congratulations, you have won a €20 voucher for Carlo’s Cork. Text back your name and address and we will send a voucher!” Congratulations you are now a member of the 4star VIP club. To get the great offers to a start

21. 1 2 3 Customer follows feedback instructions on your menu, bill or table tent. E.g. Free text CORK followed by your feedback to 51444. All feedback entered into a free draw for meal vouchers. The customer receives a thank you message and notification if they have won a prize (optional) This customer is now part of your marketing database and can be sent special offers & discounts using our software “Congratulations, you have won a €20 voucher for Carlo’s Cork. Text back your name and address and we will send a voucher!” Congratulations you are now a member of the 4star VIP club. To get the great offers to a start

22. The Opportunities Gather real-time feedback from customers using a medium they are very comfortable with What I like What I Dislike I wish...

23. The Opportunities Gather real-time feedback from customers using a medium they are very comfortable with What I like What I Dislike I wish... Further engage and reward opted-in customers with loyalty programs, promotions, surveys, and competitions. These campaigns can be localized to individual stores. Thanks

24. The Benefits Get immediate feedback from customers and view results in real time.

25. The Benefits Get immediate feedback from customers and view results in real time. Identify dissatisfied customers and rapidly address their complaints.

26. The Benefits Get immediate feedback from customers and view results in real time. Identify dissatisfied customers and rapidly address their complaints. Measure and compare the performance of multiple stores

27. The Benefits 4. Adding "Text-to-win" information to your offline media can be used to measure the effectiveness of marketing campaigns.

28. The Benefits 4. Adding "Text-to-win" information to your offline media can be used to measure the effectiveness of marketing campaigns. 5. Run SMS based competitions, promotions and loyalty programs

29. The Benefits 4. Adding "Text-to-win" information to your offline media can be used to measure the effectiveness of marketing campaigns. 5. Run SMS based competitions, promotions and loyalty programs 6. Engage opted-in customers by sending updates, polls and mobile offers/coupons All results available in real-time on our secure website as well as alerts and reports sent to key staff

30. For more info: tellmemore@truenorthmetrics.com www.Truenorthmetrics.wordpress.com www.Truenorthmetrics.com