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Re-Imagining Customer Feedback toDrive Action3rd Party Feedback and Text AnalyticsLee KennedyVP, Productslkennedy@empathic...
Launch                                            Party!© 2013 All Rights Reserved - Confidential            2
Adapt or Die               © 2013 All Rights Reserved - Confidential   3
Re-Imagining of Customer Feedback   Relationships,                                           Surveys, Social Media  Myster...
Re-Imagining of Connectivity        Then...                                                     Now...  Mobile users have ...
Re-Imagining of Almost Everything  Desktop / Laptop                                                Tablet / Smartphone   S...
The Volume of Feedback is Growing           30 Million Surveys per Year           50 Million Reviews           2 Billion C...
Graveyard of Failed Adaptation          Consumers discovered digital collaboration (wiki)          Print edition shut down...
Creating Effective Customer Feedback Lead The Conversation   Understand how you     are executing                         ...
Creating Effective Customer Feedback Lead The Conversation                                                    Surveys for ...
Customers Want to Give You Feedback30 million customers give survey feedback about their in-store experiences every year  ...
Understand How Much They Care                                          Undivided               Efficient                  ...
Learn Why? And How Much? Lead The Conversation   Understand how you     are executingWhen you lead the conversation you le...
Creating Effective Customer Feedback Lead The Conversation   Understand how you     are executing                         ...
Social Media Influences Consumers                            use Facebook to make        75%                 restaurant de...
Making Sense of All These New Channels               © 2013 All Rights Reserved - Confidential   16                       ...
Organizing the Feedback Spectrum            directed                                                                      ...
CEM Is About Location Improvement            directed                                                                     ...
Learn What? And How Often?     Follow The Buzz  Uncover trends in what   customers are sayingWhen you follow the buzz you ...
Creating Effective Customer Feedback Lead The Conversation   Understand how you     are executing                         ...
A Universal Feedback Platform...    Surveys         Direct to                               Social Media                  ...
...That Summarizes and Simplifies...              A B C Text Analytics    Surveys           Direct to                     ...
... So You Can Act to Improve Experience          Customer Experience Applications              A B C Text Analytics    Su...
What Action Can I Take?         As a brand I need to identify         systemic issues and trends         As a location man...
Lead the Conversation to Find Issues               © 2013 All Rights Reserved - Confidential   25
Follow the Buzz: What Are They Saying?               © 2013 All Rights Reserved - Confidential   26
React to the Big Picture, Not Symptoms               © 2013 All Rights Reserved - Confidential   27
Separate The Cause From The Symptoms                                                          Loyalty Analysis            ...
Fix the Root Cause                                                           Loyalty Analysis                             ...
What Action Can I Take?         As a brand manager I need to identify         systemic issues and trends          As a loc...
Lead the Conversation to UnderstandImportance               © 2013 All Rights Reserved - Confidential   31
Follow the Buzz at the Location Level                © 2013 All Rights Reserved - Confidential   32                       ...
Key Emerging Trends Across Channels              © 2013 All Rights Reserved - Confidential   33                           ...
Drill Down to Key Issues                © 2013 All Rights Reserved - Confidential   34                                    ...
Take Concrete Action to Resolve Issues              Only plate fries after all other items are plated.                    ...
Product DemosBrand Text Analytics                                          Empathica Local                  © 2013 All Rig...
Creating Effective Customer Feedback Lead The Conversation   Understand how you     are executing                         ...
Re-Imagining Customer Feedback toDrive Action1. Lead the Conversation and Follow the   Buzz2. To Follow the Buzz you need ...
Sales (UK)    +44 (0) 121-632-2240    contactuk@empathica.com    Sales (North America)    1-888-633-1633    sales@empathic...
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Re-Imagining Customer Feedback to Drive Action (UK version) | Empathica We…

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This is the UK version of presentation for the Re-Imagining Customer Feedback to Drive Action” webinar. To view full webinar, please visit http://cem.empathica.com/Emp3rdPartyFeedbackWebinar. Explore the challenges operators are facing today and discuss how looking at the customer experience through a “social” lens may help you to see the big picture of feedback.

In this session you will learn:

How surveys and social media can drive great experiences

How an end-to-end view of all customer feedback can uncover systematic issues and trends

How focusing on key improvements and tailored actions can build new habits in your stores

To learn more about Customer Experience Management:

Product and services page http://www.empathica.com/products-services/
Resource center http://www.empathica.com/resources/
Blog http://www.empathica.com/blog/
Consumer insights reports http://www.empathica.com/consumer-insights/
Industry-specific expertise http://www.empathica.com/industries/

Connect with us:

Twitter http://twitter.com/EmpathicaCEM
Facebook http://www.facebook.com/EmpathicaCEM
LinkedIn http://www.linkedin.com/company/empathica

Published in: Business
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Re-Imagining Customer Feedback to Drive Action (UK version) | Empathica We…

  1. 1. Re-Imagining Customer Feedback toDrive Action3rd Party Feedback and Text AnalyticsLee KennedyVP, Productslkennedy@empathica.comMarch 19, 2013 1
  2. 2. Launch Party!© 2013 All Rights Reserved - Confidential 2
  3. 3. Adapt or Die © 2013 All Rights Reserved - Confidential 3
  4. 4. Re-Imagining of Customer Feedback Relationships, Surveys, Social Media Mystery Shopping and others © 2013 All Rights Reserved - Confidential 4
  5. 5. Re-Imagining of Connectivity Then... Now... Mobile users have outnumbered landlines since 2002 2.4 Billion Internet users globally in 2012 *Mary Meeker - KPCB © 2013 All Rights Reserved - Confidential 5
  6. 6. Re-Imagining of Almost Everything Desktop / Laptop Tablet / Smartphone Since 2010 Tablets and Smartphone have outsold PCs *Mary Meeker - KPCB © 2013 All Rights Reserved - Confidential 6
  7. 7. The Volume of Feedback is Growing 30 Million Surveys per Year 50 Million Reviews 2 Billion Check-ins 1 Billion Active Users 500 Million Active Users © 2013 All Rights Reserved - Confidential 7 7
  8. 8. Graveyard of Failed Adaptation Consumers discovered digital collaboration (wiki) Print edition shut down in 2012 Consumers started streaming content online Went into Administration 2013 Consumers moved to digital entertainment content Went into Administration 2013 Consumers captured their memories digitally Went into Administration 2013 © 2013 All Rights Reserved - Confidential 8
  9. 9. Creating Effective Customer Feedback Lead The Conversation Understand how you are executing Act Focus on what matters most to your customers Follow The Buzz Uncover trends in what customers are saying © 2013 All Rights Reserved - Confidential 9 9
  10. 10. Creating Effective Customer Feedback Lead The Conversation Surveys for Understand how you structured feedback are executing Act Focus on what matters most to your customers Follow The Buzz Uncover trends in what customers are saying © 2013 All Rights Reserved - Confidential 10 10
  11. 11. Customers Want to Give You Feedback30 million customers give survey feedback about their in-store experiences every year Less than 1/3 believe it is acted on 2012 Empathica Consumer Insights Poll © 2013 All Rights Reserved - Confidential 11 11
  12. 12. Understand How Much They Care Undivided Efficient Feel Attention Service Friendly Valued Helpful Greeting Employees Enjoying Their Jobs Employee Inviting Thanked Service for Service Coming Ample & Accessible Good Exterior Parking Exceeded Variety Clean & Expectations InvitingInterior Store LOYALTY Quality Product Offering Clean Clean & Well Overall Revisit Good Maintained Satisfied Intent Availability Recommendation © 2013 All Rights Reserved - Confidential 12 12
  13. 13. Learn Why? And How Much? Lead The Conversation Understand how you are executingWhen you lead the conversation you learn whycustomers the feel the way they do, and how muchthey care.When you lead the conversation you do not learnabout what you do not know yet. © 2013 All Rights Reserved - Confidential 13
  14. 14. Creating Effective Customer Feedback Lead The Conversation Understand how you are executing Act Focus on what matters most to your customers Follow The Buzz Social media, online Uncover trends in what reviews and open-ends customers are saying © 2013 All Rights Reserved - Confidential 14 14
  15. 15. Social Media Influences Consumers use Facebook to make 75% restaurant decisions have tried a brand due 50% to a social recommendation 2012 Empathica Consumer Insights Poll © 2013 All Rights Reserved - Confidential 15
  16. 16. Making Sense of All These New Channels © 2013 All Rights Reserved - Confidential 16 16
  17. 17. Organizing the Feedback Spectrum directed undirected survey scores survey open-endslocation- Internal channelsspecific social reviews GoRecommend social streams brand tracking surveys public web focus groupsgeneral © 2013 All Rights Reserved - Confidential 17 17
  18. 18. CEM Is About Location Improvement directed undirected survey scores survey open-endslocation- Internal channelsspecific social reviews GoRecommend Location Improvement social streams brand tracking surveys public web focus groupsgeneral Brand Tracking © 2013 All Rights Reserved - Confidential 18 18
  19. 19. Learn What? And How Often? Follow The Buzz Uncover trends in what customers are sayingWhen you follow the buzz you learn what customersare saying to each other and how often they say it.When you follow the buzz you do not learn howimportant things are to outcomes or why theyhappen. © 2013 All Rights Reserved - Confidential 19
  20. 20. Creating Effective Customer Feedback Lead The Conversation Understand how you are executing Act Focus on what matters most to your customers Ensure consistent Follow The Buzz execution Uncover trends in what customers are saying © 2013 All Rights Reserved - Confidential 20 20
  21. 21. A Universal Feedback Platform... Surveys Direct to Social Media Brand © 2013 All Rights Reserved - Confidential 21
  22. 22. ...That Summarizes and Simplifies... A B C Text Analytics Surveys Direct to Social Media Brand © 2013 All Rights Reserved - Confidential 22
  23. 23. ... So You Can Act to Improve Experience Customer Experience Applications A B C Text Analytics Surveys Direct to Social Media Brand © 2013 All Rights Reserved - Confidential 23
  24. 24. What Action Can I Take? As a brand I need to identify systemic issues and trends As a location manager I need to build new habits for my staff © 2013 All Rights Reserved - Confidential 24 24
  25. 25. Lead the Conversation to Find Issues © 2013 All Rights Reserved - Confidential 25
  26. 26. Follow the Buzz: What Are They Saying? © 2013 All Rights Reserved - Confidential 26
  27. 27. React to the Big Picture, Not Symptoms © 2013 All Rights Reserved - Confidential 27
  28. 28. Separate The Cause From The Symptoms Loyalty Analysis © 2013 All Rights Reserved - Confidential 28
  29. 29. Fix the Root Cause Loyalty Analysis Wait Time © 2013 All Rights Reserved - Confidential 29
  30. 30. What Action Can I Take? As a brand manager I need to identify systemic issues and trends As a location manager I need to build new habits for my staff © 2013 All Rights Reserved - Confidential 30 30
  31. 31. Lead the Conversation to UnderstandImportance © 2013 All Rights Reserved - Confidential 31
  32. 32. Follow the Buzz at the Location Level © 2013 All Rights Reserved - Confidential 32 32
  33. 33. Key Emerging Trends Across Channels © 2013 All Rights Reserved - Confidential 33 33
  34. 34. Drill Down to Key Issues © 2013 All Rights Reserved - Confidential 34 34
  35. 35. Take Concrete Action to Resolve Issues Only plate fries after all other items are plated. © 2013 All Rights Reserved - Confidential 35 35
  36. 36. Product DemosBrand Text Analytics Empathica Local © 2013 All Rights Reserved - Confidential 36
  37. 37. Creating Effective Customer Feedback Lead The Conversation Understand how you are executing Act Focus on what matters most to your customers Follow The Buzz Uncover trends in what customers are saying © 2013 All Rights Reserved - Confidential 37 37
  38. 38. Re-Imagining Customer Feedback toDrive Action1. Lead the Conversation and Follow the Buzz2. To Follow the Buzz you need to integrate all of your text content3. Text Analytics deals with volume4. You need location-level content to improve customer experience5. Action at the location is the only way to change the experience © 2013 All Rights Reserved - Confidential 38
  39. 39. Sales (UK) +44 (0) 121-632-2240 contactuk@empathica.com Sales (North America) 1-888-633-1633 sales@empathica.com Thank YouOn Our Websitewww.empathica.com/products-services/customer-experience/3rd-party-feedback 39 39

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