- Measure customer experience - Help business growth faster with customer centric model - Build an automatically customer feedback system, support kiosk, email, web, mobile channels

1. Customer Experience Measurement
hearme limited company
http://hearme.vn/
Version 1.8.6
Hà nội 15 May 2019

2. Business Growth Model
Marketing Metrics: The Definitive Guide to Measuring Marketing Performance (2nd Edition)
February 13, 2010 - by Paul W. Farris
The probability of selling to a new prospect is 5%-20%.
The probability of selling to an existing customer is 60-70%

3. Business Growth Model
Customers who had the
best past experiences
spend 140% more
compared to those who
had the poorest past
experience.

4. NPS’s ROI
- Promoters: Loyal and
enthusiastic customers
- Passives: satisfied but not
loyal customers
- Detractors: least satisfied
customers

5. Customer Journey and Touch points

6. 3 Customer Experience Metrics
• CSAT: how products /services supplied
meet or surpass customer expectation.
• CES: how easy customers get support.
• NPS: how likely customers recommend your
product/service.
“essentially promoters become the company’s marketing
department.”
-----Fred Reichheld------

7. CUSTOMER SATISFACTION METRICS IN 2018

8. IT'S IMPORTANT TO MEASURE CUSTOMER
SATISFACTION METRICS
• Identify competitive strengths and
weaknesses.
• It gives direction for change and
improvement in quality and overall financial
performance.
• Benchmark against competitors

9. IT'S IMPORTANT TO MEASURE CUSTOMER
SATISFACTION METRICS
• Understand customer perceptions of your
brand
• Improve the customer experience
• Build customer loyalty and strong
relationships.
• Boost sales

10. IT'S IMPORTANT TO MEASURE CUSTOMER
SATISFACTION METRICS
• Inform decisions based on your entire
customer base, not a handful of highly-
vocal customers.
• Drive business growth
• Assess customer interest in a new product
or service.

11. Mesurement model
INFRASTRUCTURE: CONFIGURATION;
ACCOUNT; ACCESS CONTROL...
CUSTOMER
SATISFACTION
MESUREMENT
REPORT
ANALYSIS
TASKMANAGER
DATAMEANING
EXTRACTION
FEEDBACKPROCESSING
MESURE ACT ANALYSIS
Build-in modules
External modules

12. System model
Mobile
(hearme station)
Web
Email
Kiosk
Web App
(https://hearme.vn)
Mobile app (hearme)
Feedback plugins
Report plugins
Data analytics
Interactive data visualization
(http://rp.hearme.vn)
Hooks
CRM
Point Of Sale

13. hearme solution
Extensible
Automatically
Upgradable
Intelligent
Customer experience metrics: CES 2.0, CSAT, NPS, FLX

14. hearme’s Features
Measure NPS, CES 2.0 & CSAT Scores,
FLX metric is general for any purpose
Branding support: change logo, banner,
factor images, emotional faces,
background
Multi feedback channels: Online to
offline, cover entire customer journey

15. hearme’s Features
10 types of supportive surveys to get
deep customer insights, allow setting
survey logic easily
Notifications if customer send an
unsatisfied feedback
Real-time Reports & Analytics

16. hearme’s Features
Processing for individual feedback:
Notes; status; send email; plugins
Promotion program for survey
Multi users, and access permission
APIs for Integrations, sandbox for testing

17. hearme’s Features
Build-in function to present media
collection
Hook function allows to process feedback
in realtime
Create external plugin to extend hearme
features in anyway

18. hearme’s Features
Offline mode: if there is not internet
connection, All feedbacks will be saved
and resent if device get connected again
Synchronize customer information with
others system. Then Kiosk displays
welcome message to customer

19. Data model in hearme

20. Survey models
Models in version 1.8.5
Supplementary surveysMain surveys
Survey members
Contact
survey
FLX
Factors
Multi-factor
selection
Exclusive-factor
selection
Factors
Child sup.
surveys
Rules
Mixed survey
Factors
Rating survey
CSAT NPS CES
Multi-
selection
Text survey
Text survey
Exclusive
selection
Sup. surveys
Sup. surveys
Rules
Rules
Rule
Child NPS
Contact
survey
Rating
survey
Sup. surveys
Rules

21. Technologies and other features
• Platform: Mobile, web
• APIs for integration
• Producing luxury end-user devices.

22. Device types

23. Web integration

24. Survey screens on End user device

25. Survey screens on End user device

26. Survey screens on End user device

27. Survey screens on End user device

28. Administration and dashboard

29. Administration: Feedback list

30. PARTNERS
Hardware provider Solution distributor

31. Some case study
Toong co-working space

32. Some case study
In hospitals

33. Some case study
Evrely SPA
Yen Bai hospital

34. Some case study
Domino shopAnBien Restautant

35. Some case study
Cầu đất farm

36. References
• Customer gauge: http://cafebiz.vn/do-luong-su-hai-long-cua-khach-
hang-doanh-nghiep-viet-con-tho-o-20180904170518758.chn
• Business grow model from Cau Dat Farm: http://cafebiz.vn/tang-
truong-doanh-nghiep-nhin-tu-mo-hinh-cua-cau-dat-farm-
20180915113918506.chn
• Customer service:
https://www.youtube.com/watch?v=e7KJPQUzvDc
• Reverse status by customer experience:
https://baodautu.vn/vu-xuan-thuc-sang-lap-cong-ty-tnhh-
hearme-lat-nguoc-the-co-nho-tang-trai-nghiem-khach-hang-
d94449.html