Customer Feedback Management Feb 2015 - Venuelabs
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The landscape of customer feedback management is changing rapidly for brands with a physical presence. This presentation gives an overview of these trends and examples of how early adopter brands are addressing these new realities. More at http://www.venuelabs.com or sample your brand at http://www.aboutlocal.com.
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Customer Feedback Management Feb 2015 - Venuelabs
- 1. + Customer Feedback Management ©2015 Venuelabs | www.venuelabs.com | 866.333.7328
- 2. + 1. Consumer Trends 2. The Next Frontier of Feedback 3. Strategic and Tactical 4. From Listening to Management 5. Feedback Management Examples 6. Venuelabs / AboutLocal Capabilities 7. Next Steps ©2015 Venuelabs | www.venuelabs.com | 866.333.7328
- 3. + Mobile Users Overtake Fixed Internet Access 3 Source: www.globalwebindex.net
- 4. + Mobile Consumer Shift 40% Internet Traffic is Mobile 80% Smartphones in U.S. More than 90% Feedback is PASSIVE & INDIRECT (i.e. not reviews) ©2015 Venuelabs | www.venuelabs.com | 866.333.7328
- 5. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 Need to GatherNeed to Solicit Consumer Shift Implications | 5 • Comment cards • Receipt surveys • Customer intercepts • Secret Shopper • 800-line • Private • Fragmented • Indirect • Passive • In the moment • Mobile • Photos & Imagery • Public
- 6. + Location: The Next Frontier of Customer Measurement | 6 • Unsolicited & Authentic • Continuous “Always on” • Growing rapidly • Real-time • Actionable • Low cost ©2015 Venuelabs | www.venuelabs.com | 866.333.7328
- 7. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 Customer Feedback Strategic Loop Conceptual Models Feedback ManagementTactical Loop Location/Regional Manager Alerted Manager Takes Action Corporate / Region: Analysis, Reports & Alerts Root Cause & Patterns Identified Company makes changes to fix root cause | 7 Analytics & Measurement
- 8. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 What’s the Business Objective? • Marketing or Operational • Customer Experience Measurement • Reputation management • Community management • CSAT • NPS | 8
- 9. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 What’s the Business Objective? Customer Service Customer Research Customer Satisfaction Facilities Monitoring Industry Benchmarking Store Manager Reports Real Estate and Site Planning Marketing Planning Campaign Management Reputation Monitoring Regional Scorecards New Market Research Competitive Monitoring Social Listening Risk Management Franchisee Compliance Staff Monitoring Content Curation Community Management Service Benchmarking Merchandising MARKETING OPERATIONS SERVICE Legal | 9
- 10. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 How will you Measure Return on Investment? In-store Customer Satisfaction Marketing Engagement “… huge revenue opportunity in the ability of great customer experiences to drive customer retention, wallet share, and drive word-of-mouth. $352,000 annually for a 300 location chain +130% in first 90 days Operational Savings +66% in first 90 days | 10
- 11. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 Feedback Management Flavors | 11 • Centralized vs. Decentralized • Reputation Management • Community Management • Complaint Management • Organizational awareness • Campaign based & targeted • Contextual / Local Marketing Customer Examples 1. Grocery 2. Retail Bank 3. Café & Coffee
- 12. + | 12 est. 2008 mobile customer = in-store cu 500,000 + 2011 2013 ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 Connecting Brands to Local Customer Experience
- 13. + ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 Venuelabs Transforms Data into Insight | 13 • Integrated with 1100+ consumer platforms • Proprietary Access • Sentiment & Theme Analysis • Premier Partnerships with Google, Foursquare, Urbanspoon, Instagram, Salesforce.com, Moz
- 14. + Venuelabs Software | 14 AboutLocalVenuelabs Analytics
- 15. + | 15
- 16. + Venuelabs Software & Services On Demand Dashboards http://connect.venuelabs.com/login | 16 Daily Feedback Notifications Daily email notifications OR http://aboutlocal.com Monthly Custom Reporting Delivered via Email by Venuelabs Team
- 17. | 17 Next Steps ©2015 Venuelabs | www.venuelabs.com | 866.333.7328
- 18. + Next Steps • Do you understand the full spectrum of feedback for your brand? • Do you know where to find your happiest / unhappiest customers? • Are your current customer feedback practices up-to- date? • Need Help? Contact us. | 18
- 19. + | 19 ©2015 Venuelabs | www.venuelabs.com | 866.333.7328 866.333.7328 Thank you. http://venuelabs.com neilc@venuelabs.com
Editor's Notes
- I’m Neil Crist – CEO and Co-founder of Venuelabs Thank you for joining me today. Today’s subject is an important one, in that it is the most frequent topic of conversation across customers, partners, and prospective customers. The world of customer feedback is changing so rapidly – I wanted to share with you our latest observations and thinking on the subject.
- Today’s agenda. This subject matter we cover today is for customers and non-customers alike
- 2014 was a big year Not only did we see continued penetration of smartphones in the US, Comscore also reported that Global mobile users now exceed fixed internet (PC based) The smartphone is now THE personal computing device of choice for 80% of consumers
- Consumer behavior on mobile is changing the game for brands Feedback has shifted to be fragmented comments, that are insightful if viewed with the right lens
- For Years, Merchants have starved for customer insight Allocated large budgets Hundreds of software companies, agencies and the like are focused on supporting how to SOLICIT more feedback and insight NEED TO SOLICIT The landscape of this feedback is shifting brands from NEED TO SOLICIT, to NEED TO GATHER Key Ending points Private to public – far more damaging to the brand Suggesting new models for how customer experience is measured
- Next month I will be publishing an article called “Location: The Next Frontier of Customer Measurement” Slide bullets We are seeing that the landscape of customer experience insight is forcing brands to re-think their ops, marketing, and customer service processes.
- Conceptual models that we see in the marketplace
- BEFORE you can implement these types of processes, some fundamental questions must be asked WHATs the Biz Objective Bullets