newBrandAnalytics provides social media intelligence solutions that analyze online customer feedback and transform it into operational insights to help businesses gain market share, increase revenue, and improve customer experience. Their platform collects social data from various sources, processes it using natural language processing and other algorithms, and presents the actionable insights through customized dashboards and reports accessible on mobile or desktop. The document outlines newBrandAnalytics' mission and various product offerings that help businesses strengthen their brand, improve operations and customer retention, and gain competitive intelligence.

1. newBrandAnalytics Overview
March 2013

2. newBrandAnalytics
Quick Overview
2

3. Our Mission
newBrandAnalytics takes
social information
and transforms it in to
operational intelligence

4. Gain Market Share with nBA
Social Intelligence…
 Location Specific Insight
 Drive to Action
 Competitive Strategy
 Online Engagement
…that drives
 Happier Customers
 Better Online Reputations
 Revenue
 Market Share
Images are for display purposes only – content and visuals may vary slightly

5. The Social World Impacts You
Smart phone use skyrocketing
Comfort with social sites growing
Social feedback growing
Customer feedback spreads like wildfire
47%
84 M visits / month
150 reads/review
58% YoY

6. Social Intelligence: You Can’t Ignore It
“Traditional surveys tell you
what is important to the
company, while social
feedback tells you what is
important to the guest.”
Lane Cardwell
Restaurant Industry Veteran
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
FeedbackComment
Cards

7. Social Media Has the Power To…

8. newBrandAnalytics – At A Glance

9. How it Works
Collection
• All Relevant Social Sites
• Comment Cards and Survey Data
• Text or Web Forms
Processing
• Proprietary Natural Language Processing
• Sophisticated Quality Assurance Network
• Advanced Algorithms for
Grading, Credibility & Theme Extraction
Presentation
• Persona-based UI
• Alerts, reports, and customized
dashboards
• Direct to mobile, tablet or PC

10. Customer Validation
10

11. The Most Powerful 10 Minutes of Your Week

12. Customers Demand a Full Spectrum Solution
Awareness &
Monitoring
Reputation
Management
Efficiently
listen for
feedback
across wide
variety of
sources
Rapidly
respond to
negative
feedback
Performance
Management
Uncover
underlying
patterns, tr
ends and
root causes
Targeted
Marketing
Identify
cohorts and
customize
messaging
Strategic
Insight
Benchmark
against
competition
and conduct
ad hoc
analytics

13. Next Steps
<<customize this to the stage of deal>>>
Dive deeper into nBA solutions.
Schedule a demo of your live data.
Proposal preparation & pricing.
Review reference materials.
Check us out at www.newBrandAnalytics.com

14. newBrandAnalytics
More Detailed Use Cases
14

15. Social Media Has the Power To…
 Back of house social
hall of fame
 Employee shift
selection
 Special awards
 Find vendor changes
in product delivered
 Note size variances
from agreement
 Assess freshness &
merchandising
Improved Service =
Improved Customer
Experience
Improved Food Quality =
Improved Customer
Experience
Improved Ambiance =
Improved Customer
Experience
 Carpet unsafe floor
 Solve uncomfortable
seating
 Uncover unclean
Bathrooms
 Discover lighting
issues

16. Social Media Has the Power To…
 Add requested
product, menu items
or room amentities
 Uncover location
specific issues
 Drive new offers
 Understand current
location challenges
 Identify new
locations based on
competition
 Compare pricing to
value
 Identify customers
expectations
Improved Food Quality =
Increased Customer
Loyalty
Improved Convenience =
Increased Customer
Loyalty
Improved Value =
Increased Customer
Loyalty

17. Daily Usage of newBrandAnalytics
 Brand research
 Engagement
 Brand strategy
 Marketing &
awareness
 Crisis
management
 Increase
customer counts
 Tighten service
standards
 Measure
customer
experience
 Benchmark vs.
competitors
 Price to value
management
 Increase revenue
 Be inspired
 Perfect recipes
 Launch product
 Train staff
 Operational
safety and
optimization
 Root cause
discovery

18. Review:
“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like
this place, I’ll be back.”
Decipher The Feedback
Food- Quality
• Sandwich, tasty: Positive
• Fries, limp, Negative
• Fries, cold, Negative
Overall Experience
• Place, like, Positive
Service - Quality
• Server, quick, Positive
Loyalty
• Will Return, Yes
Review:
“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like
this place, I’ll be back.”

19. Customized to Fit The User
 Pushed Actionable
Alerts
 Read & Respond
 Location Details
 Personnel
Highlights
 Operational
Differences
 Supply Chain
Issues
 Brand Awareness
 Customer Loyalty
 Brand Impact
 Customer
Engagement

20. Social Market Intelligence Maturity
• Discover and read
mentions on social
sites about your
brand and location
• Connect with
reviewers
• Demonstrable
listening
• Recover lost guests
• Alert operators
for action
• Reward on
operational
achievements
• Make location
specific changes
• Drive corporate
marketing
• Make cross
location changes
• Influence
corporate
strategy

21. nBA’s Appeal
Top-of-min
Real-timeDynamicRight-time
Sentiment
Actionable
Accurate
Statistical
Intuitive
UncoverTrends
BeyondStarRating
Competitive
Location
Unparalleled
Industry Specific
Fingertips
Innovative

22. newBrandAnalytics
What We Do
22

23. Overview
newBrandAnalytics transforms the feedback
your customers share through social media
into operational intelligence you can use to
gain a competitive advantage and increase
market share.

24. Driving Operational Improvement

25. nBA Product Offerings
Actionable Social
Business Intelligence
Customer Driven
Competitive Intelligence
Brand
Strengthening, Customer
Retention
Real-time Customer
Feedback
Ad-hoc Situational
Analysis
nBA Explore

26. newBrandAnalytics:
Customer Use Cases
27

27. nBA themes and sentiment analysis shows
a growing trend in WAIT STAFF Rude and
WAIT TIME Long Wait. Drivers of intent to
return did not include service and staff.
Response: Management adjusted the
host/hostess and server greeting of
guests. Retrained staff to be genuine and
warm.
Results: Drivers of intent to return
included Service, Wait Staff and
Management as three of the top five
reasons customers would return. And
intent to return increased by 50%.
1. Identified
issue
2. Adjust
process
3. Set new
standard of
service
The Case of the Friendlier Server

28. A legendary bakery wanted to
understand what menu items elicited a
emotional response in customers;
discovered calm chowder in bread bowls
mentioned most.
Response: Before, the only option was to
order a half sandwich and cup of
soup, sans bread bowl. The data convinced
bakery to add option of full entrée salad
along with soup in bread bowl.
Results: The new menu addition of the
Bread Bowl Soup and Salad Combo now
represents about 30% of all combos
ordered on a daily basis.
“Having well-defined reports
drive home the passion
customers have for a certain
product makes it easier to
deliver positive memories.”
- Exec. VP of Business
Development & Marketing
Menu Changes that Roll in the Dough
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives

29. 01. Sweet Potato Fries (141)
02. Calamari (85)
03. Burger (73)
04. Jambalaya (62)
05. Lettuce Wraps (45)
DISHES NAMED
nBA themes and sentiment analysis shows
a growing trend in DISHES NAMED Sweet
Potato Fries described as hard and small.
Given their standard cooking time chefs
were retrained on of the art of cutting
sweet potato.
After just four weeks, Sweet Potato Fries
emerged as the most frequently
mentioned, and overwhelmingly
positive, dish named in online customer
feedback. Customers described them as
delicious, tasty, and crispy.
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
The Case of Not So Sweet Potato Fries

30. A theme of slippery floors in FACILITIES
category. Furthermore the problem was
identified by women and close to the
restroom.
The Results: slippery floor disappeared
from the FACILITIES operational category
and a potential hazard was eliminated.
Simple solution: order a bigger matt
increasing a $5 per month spend to $10
per month
The Case of the Slippery High Heels
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives

31. A negative trend in DISHES NAMED about
Chicken Caesar Salad. With the most of
the negative commentary was during
lunch service.
The Response: retrained the Sous Chef on
the lunch shift address the root source of
the guest sat issue: too much dressing.
The Results: The performance score card
for DISHES NAMED improved, and unit
sales increased over the month after the
operational change.
“The grilled Caesar salad is my
new favorite and lives up to the
restaurant's name. If I don't
have it every week or so, I really
start to crave it!”
The Case of the Overdressed Caesar Salad
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives

32. The Case of “Make Your Own” Pie
“My pizza was outstanding
and the cheese was melt in
your mouth delicious. I
would highly recommend it.”
1. Identified
issue
2. Adjust
process
3. A new
favorite
arrives
Low scores in MENU performance card
(C-). Customers mention the desire to
make their own pizza pie.
Response: The management team
responded adjusted back of the house
operations to handle custom pizza orders.
Results: Since ‘Make Your Own Pizza’ has
been added to the menu, it now
accounts for 14% of revenue and is the
most popular item.

33. Food value and pricing comments drove a
fast casual purveyor of wings to review
competitive data showing most offered
wings & sauce for one price.
The results: Unit growth in sales and
dramatic change in consumer sentiment
on pricing and value. Increase positive
sentiment by more than 20%
After years of charging separately for
wing sauce, decided to include it in price
of wings.
Competitive Intel Drives Strategy
1. Identified
issue
2. Adjust
process
3. Happier
Customers

34. Menu
Optimization
Monitor social feedback
to gauge guest reaction
to removal of 30+ menu
items
Identified short-term
decrease in sentiment
regarding menu
offerings, but drastic
improvements in speed
of service, food
temperature, and food
quality
Rolled optimized menu out to all
corporate stores
Menu
Development
Leverage unsolicited
guest feedback regarding
universal expectations of
included toppings and
side dishes
Guests uniformly disliked
being charged an
additional amount for
sauce for their wings or
fries with their burgers
Introduced bundled wing/wing
sauce and burger/fries options in
all corporate stores. Guest
perception around brand’s value
proposition improved.
Service
Improvement
Use Social Intelligence to
benchmark regional
service performance
across an enterprise
organization
Service performance was
severely lagging brand
performance in a region.
Host/hostess staff were
continuously seen as
“unfriendly” or
“unavailable.”
Ops team implemented new
“friendly” points-of-service and
introduced a third-party
reservation system to monitor
hosts greeting guests. Loyalty in
region increased by over 40%.
Experience
Enhancement
Translate customer
passion for trademark
dish into revenues via
new combo offering
Daily Reports revealed
emotional response for
clam chowder in bread
bowl – customers wanted
more bread bowl options
Add menu option so customers
could order an entrée salad
along with soup in a bread bowl.
New combo accounts for 30% of
all combos ordered on a daily
basis.
USE CASES
INITIATIVE USE CASE FINDINGS RESULTCOMPANY
Casual
Dining Chain
(200+ Units)
Casual
Dining Chain
(350+ Units)
Upscale Casual
Dining Chain
(200+ Units)
Multi-Concept
Brand
(40+ Units)

35. Dynamic Brand
Study
Reaffirm effectiveness of
all-organic beef brand
strategy by measuring
positive brand sentiment
across social landscape
Using our platform to
measure brand
performance and analyze
competitors allows for
confident marketing
decisions
Social data yields better
information on customers and
potential locations for growth,
thus rendering time-consuming
focus groups unnecessary
Pricing & Value
Assessment
Turn negative
commentary about
pricing and value of one
huge fry size into test
opportunity for menu
diversification
Discovered sentiment in
Pricing & Value for their
fries was 68% negative,
seems most people don’t
like paying for fries
they’re too full to eat
Due to feedback, testing begins
in a dozen markets to study
percent of positive customer
response to the addition of a
smaller fry size on the menu
Guest
Recapture
Connect with both
positive and negative
reviewers online to
encourage return visits
and recommendations
Tracking verbatim
reviews and intent to
return enables team to
engage with reviewers on
service issues, questions
and/or praise in real-time
Customers appreciate quick
response and typically revise
negative reviews or low star
ratings to reflect satisfaction with
guest recovery effort; usually
results in second trial
Competitive
Benchmarking
Examine top named
dishes and cocktails of
leading national
restaurants to enhance
culinary prestige
Providing a memorable
gourmet experience is
vital when restaurants
compete; menus starting
to get ho-hum reviews
Chefs and culinary staff drew
inspiration and ideas from
competitors’ top trending
ingredients and named buzz-
worthy dishes and cocktails
USE CASES
INITIATIVE USE CASE FINDINGS RESULTCOMPANY
Fast Casual
Chain
(30+ Units &
Growing)
QSR
(1,000+ Units)
Casual
Dining Chain
(800+ Units)
Multi-Concept
(2,000+ Units)

36. newBrandAnalytics:
Why You Need nBA
37

37. Social World is Here
Smart phone use skyrocketing
Comfort with social sites growing
Customer feedback largely ignored
Customer feedback spreads like wildfire
Loyalty programs not working
Social driving behavior

38. 36% Travelers Consult Review Sites Before Booking
2010 Trip Advisor & Cornell Hospitality Research
Hotels & Social Media
1 Star Increase Allows 11% Price Increase
With same market share, Travelocity & Cornell Hospitality Research
1% Increase Reputation Results in .54% Occupancy
STR with ReviewPro & Cornell Hospitality Research

39. Understanding guest opinion of
your restaurant has always
mattered
 Know what works
 Know what does not work
 Avoid surprises
 Test new ideas.
 Feel new trends.
 Monitor competition.
Face-to-Face
(Manager Interaction)
Mystery
Shoppers
Comment
Cards
Traditional
Surveys
1-800
Feedback
Listening to Guests

40. Social Feedback Explodes onto Scene
Social Media is Game Changing
 Smart phone use skyrocketing
• 46% smartphone usage and climbing
 Comfort with social sites growing
• Yelp has 41M reviews a month
 Customer feedback spreads like
wildfire
• Average review read by 22,000
people
Old listening strategies no
longer suffice
 More data is online than you think
• > 20 per location per month or 80,000
per year for average 200 location chain
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
Feedback
Comment
Cards

41. The Experts on Social vs TGS
Restaurant Industry Veteran
 “Traditional surveys tell you
what is important to the
company, while social
feedback tells you what is
important to the guest.”
Forrester Research, Kerry
Bodine, Author “Outside In”
 Social media is a critical
part of the puzzle, and
companies that skip social
media monitoring are
missing out on a rich source
of customer insights.
Social Guest
Feedback
Mystery
Shoppers
Manager
Traditional
Surveys
1-800
Feedback
Comment
Cards

42. Social Revolution = Your Challenge
Hordes of People
Thousands of Reviews
Hundreds of Sites
Typhoon of Information
Unstructured chaos requires
computer processing
Understands yesterday, today and
predicts future
From chaos produce digestible,
deciphered truth
Act, manage, monitor

43. Top Sources for Online Reviews

44. Overall star ratings vs. operational grades

45. newBrandAnalytics:
Products Summary
47

46. Actionable Social Business Intelligence
Your Results:
 Distill Volumes of Data
 Focus & Act Locally
 Think Strategically
 Drive Brand Consistency
 Loyal Customers

47. Brand Strengthening, Customer Retention
Your Results:
 Build Relationships
 Reward Advocates
 Win Back Unsatisfied
Customers
 Build Customer Loyalty

48. Real-time Customer Feedback
Your Results:
 Fix experience, not the
customer
 Avoid damaging online
comments
 Brand affinity & happier
customers

49. Customer Driven Competitive Intelligence
Your Results:
 Understand local and
brand level competitive
strengths & weaknesses
 Drive strategy
 Increase market share

50. Text Analytics as a Service:
Supports Any Unstructured
Data
Immediate, Real-time analysis
Deciphers, Sorts
 Presents Common Themes
 Presents Trends
Allows for Dynamic Query
Drill into Detail Verbatim
Ad Hoc Research & Analysis
Your Results:
 Fast & easy analysis of
trending topics
 Share & distribute in real-
time
nBA Explore

51. Survey Reply Analysis
Natural Language Processing of
Unstructured Text Feedback
Unified View of Internal Survey
Results and Social Media
 Intuitive, User Focused Views
 Location Level Performance
 Performance Benchmarks
 Common Themes
 Alerting & Reports
Single View of Customer Sentiment
Your Results:
 One-stop shopping for
customer sentiment
analysis
 360 View of customer
feedback
nBA Internal

52. Deep Analysis
 Highly trained analysts
Targeted Research
 Focused on your strategy
Strategic Planning
Competitive Intelligence
Industry Trends
Loyalty Analysis
Data Driven Strategy
Your Results:
 Deep understanding of
brand influencing
customer sentiment
 Actionable insights
 Increased value of data

53. newBrandAnalytics:
How It Works
55

54. Collecting What’s Yours
Location Specific
 Explores and tracks content
generated for individual
locations
 Geo-location & location
mentions
Automatic Harvesting
 Analyze the social web looking
for mentions of your business
 Social media, blogs, forums,
review sites
 Collects comment multiple
times per day
 Automatically identifies new
sources
Known Sources
 Trip Advisor
 Yelp
 Priceline
 Gayot
 Menuism
 Google Local
 Hotels
 Foursquare
 Booking
 Expedia
 UrbanSpoon
 Facebook
 Twitter
 Zagat
 Orbitz
 OpenTable
 CitySearch
 Yahoo Local
 Reddit
 Washington Post
 NY Times
 Many more…

55. Processing Unstructured Data
Natural Language Processing
 Comments are processed and
keywords are extracted,
creating insights
 Sentiment is evaluated for
each insight
Human Quality Control
 Team of industry experts
accommodate for nuances
 Continuously improve machine
processing with continuous
learning

56. Categorization – Evaluating Your Business
Deep Level Analysis
 Understand the “why”
 Industry specific best-practice
KPIs
360 Evaluations
 Performance evaluations of
your products and services
 Explore customer’s
satisfaction with everything
from Personnel to Furniture
to your Bathroom Facilities

57. Hotel Categorizations
General
Experience
Guest
Room
Accessibility
Appearance
Assortment
Availability
Cleanliness
Comfort
Kid Friendly
Location
Maintenance
Quality
Size
Temperature
Volume/Noise
Service
Appearance
Attentiveness
Availability
Communication
Friendliness
Knowledge
Order Accuracy
Speed
Food &
Beverage
Appearance
Assortment
Availability
Kid Friendly
Nutrition
Portion Size
Quality
Temperature
Food Sickness
Pricing &
Value
Food &
Beverage
Guest Room
Facilities &
Amenities
Accessibility
Assortment
Appearance
Availability
Cleanliness
Comfort
Kid Friendly
Location
Maintenance
Quality
Safety
Size
Temperature

58. Restaurant Categorizations
General
Experience
Service
Accessibility
Appearance
Attentiveness
Availability
Communication
& Follow-Up
Friendliness
Knowledge
Order Accuracy
Speed
Food
Availability
Kid Friendly
Menu Variety
Nutrition
Portion Size
Presentation
Quality
Sickness
Temperature
Pricing &
Value
Food
Beverage
Loyalty Program
Facilities &
Amenities
Accessibility
Appearance
Assortment
Availability
Cleanliness
Comfort
Kid Friendly
Location
Maintenance
Quality
Safety
Size
Temperature
Beverages
Appearance
Assortment
Availability
Kid Friendly
Quality
Size
Temperature

59. Retail Categorizations
General
Experience
Offering
Appearance
Assortment
Availability
Quality
Size
Service
Appearance
Attentiveness
Availability
Communication
Friendliness
Knowledge
Order Accuracy
Progress &
Resolution
Speed
Food &
Beverage
Appearance
Assortment
Availability
Kid Friendly
Nutrition
Portion Size
Quality
Temperature
Food Sickness
Pricing &
Value
Product
Offers & Coupons
Loyalty
Facilities &
Amenities
Accessibility
Ambiance
Appearance
Assortment
Availability
Cleanliness
Comfort
Kid Friendly
Location
Maintenance
Quality
Safety
Size
Temperature

60. Proven Analysis Framework
Grading Model
 Patent pending algorithm
 Rollup of insights to review
 Grades displayed as letters or
numerical
Insights
 Comments per review
Impressions
 Reach of authors comments
 Impact analysis

61. Creating a Complete Picture
Unsolicited Social Feedback Solicited Text & Mobile Feedback
More Data, More Accurate Together

62. Author Credibility
 Author authenticity evaluation
based on characteristics and
usage statistics
 Not every author is equally
credible
 Author Details
• Fans
• Friends
• Followers
 Credibility Ranking
Find Most Impactful Reviews

63. Actionable Data: Current & Historical
Performance Trends
 Understand volume and
sentiment
 Spot changing sentiment over
time
 Monitor effect of change
Actionable Themes
 Monitor key trending topics
 Identify operational
improvements
 Reinforce exemplary
performance
Benchmarks
 Compare your performance
within and across your
locations, categories and
sources
 Understand where to focus
your efforts
Loyalty Analysis
 Watch for your customers’
loyalty trends
 Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly

64. Actionable Data: Current & Historical
Performance Trends
 Understand volume and
sentiment
 Spot changing sentiment
 Monitor effect of change
Actionable Themes
 Monitor key trending topics
 Identify operational
improvements
 Reinforce exemplary
performance
Benchmarks
 Compare your performance
within and across your
locations, categories and
sources
 Understand where to focus
your efforts
Loyalty Analysis
 Watch for your customers’
loyalty trends
 Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly

65. Reporting & Alerts
Online & Mobile Reports
 Any Frequency:
Yearly, Quarterly, Monthly, Daily
Digest
Completely Customized
 Drive to actionable data
 Delivery to mobile device
 Schedule & assigned
 Role based
Alerts
 Powerful alerting
• Location, category, source, loyalt
y and any keyword
• Schedule & assign

66. newBrandAnalytics:
Hospitality Data
68

67. Review:
“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be
convenient, so I’ll likely go back.”
Decipher The Feedback
Room- Quality
• Room, large: Positive
• Bed, hard, Negative
• Bathroom, dated, Negative
Facilities
• Location, convenient, Positive
Service - Quality
• Staff, friendly, Positive
Loyalty
• Will Return, Yes
Review:
“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be
convenient, so I’ll likely go back.”

68. Hotel Reviews by Age Group

69. Mobile Phones

70. How can a poor online reputation further
squeeze potential revenues?

71. Eleven percent of online commentary about
hotels concerns F&B

72. newBrandAnalytics:
The Company
74

73. Industries
Serving Up
Actionable
Intelligence
Driving Positive
Reviews &
Higher
Occupancy
Helping
Residents
Empower Their
Voice
Improving The
Shopping
Experience
RetailGovernmentHospitalityRestaurant

74. nBA Leadership
Kristin Muhlner
CEO
Susan Ganeshan
CMO
Lenn Kurtzman
CFO
David Murrell
CTO
Sagie Davidovich
VP Engineering
Kam Desai
Founder, Product
Zach Boisi
Director, Client Services
Barton Phillips
EVP, Sales

75. Headquarters
Washington, DC
40 employees
Engineering, QA
Caesarea, Israel
12 employees
HPN
Atlanta, GA
80 contractors
A Global Operation

76. newBrandAnalytics At A Glance
Improving > 4,500
locations
Monitoring more
than 10,000
locations
Major chains &
multi-concepts
Rapidly
expanding
Software-as-a-
Service
Self-serve & client
services support
Secure, reliable, r
obust
Driven by
industry experts
for industry
Current
 Food & Beverage
 Hospitality
 Government
 Retail
In 2013
 Healthcare
Customers Solution Industry

77. newBrandAnalytics:
The Roadmap
79

78. 2013 Roadmap & Product Focus
SCALE
Deliver cost effective mid-
market solution and offer
correlation of finding to other
data types
DRIVE TO
ACTION
Lead the user to action in a
step wise approach and
proliferate usage across
customers organization
PROMOTE
LOYALTY
Enable focused
communications with
influencers, drive guest
recovery and increase new
and repeat customers.
Lead User
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