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getSayDo - how to run a pilot - brand management service
The document outlines how to run a pilot of the getSayDo feedback platform. It recommends starting with a small number of customer accounts and expanding gradually over quarters. The platform allows administrators to easily upload employee data and schedule feedback requests. Customers can provide feedback in about a minute via email. Employees can view real-time feedback dashboards on any device. Using getSayDo saves significant time over traditional feedback methods and provides an immediate ROI for organizations.
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getSayDo - how to run a pilot - brand management service
- 1. How to Runa Pilot 1
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- 3. 3 Most vendors assumetheir customers are happy. Customer Delivery Gap A study by Bain Consulting 80% of businesses believe they deliver a superior customer experience.
- 4. 4 Most of thoseassumptions are wrong. Customer Delivery Gap A study by Bain Consulting 80% 8% of customers agree. of businesses believe they deliver a superior customer experience.
- 5. 5 Actions that driveassumptions. Anecdotal Feedback No Process Annual Survey Limited Access Low Customer Awareness No Awareness Biased Awareness Point-in-time Awareness Selective Awareness High Customer Awareness
- 6. 6 Without process, assumptionsare inevitable. Anecdotal Feedback No Process Annual Survey Limited Access Low Customer Awareness No Awareness Biased Awareness Point-in-time Awareness Selective Awareness Assumptions High Customer Awareness
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- 8. 8 getSayDo makes vendorfeedback easy to share.
- 9. 9 Reducing the needto make assumptions.
- 10. 10 By putting feedback in thepalm of employees hands.
- 11. 11 Employees make fewer assumptionsabout customers. CUSTOMER EXPERIENCE Time VENDOR PERFORMANCE
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- 13. 13 View Feedback in Real-time anywhere,on any device. Get completely setup in 1 hour. Then getSayDo manages the process automatically. One-time Setup Overview 0m 5m 15m 20m 30m 40m 50m 60m Customer Notification Personal Profile Request Feedback Create Membership Go Employee Notification Add Contacts Business Administration
- 14. 14 Integrate customer accountsin phases. Account Coverage Q1 Q2 Q3 Q4 Q5 Regional Account ✔ ✔ ✔ ✔ ✔ Regional Accounts ✔ ✔ ✔ ✔ Division-wide ✔ ✔ ✔ Company-wide ✔ Feedback Request Schedule Train-the-trainer Rollout across Account Portfolios Account Manager A Account Manager B Account Manager C Acco Mana C
- 15. By the way…it’sreally easy.
- 16. 16 The requirements arestreamlined. To Request Feedback Administrator(s) • Uploads employee information • Schedules automatic feedback requests frequency • Approves users
- 17. 17 The requirements arestreamlined. To Request Feedback To Provide Feedback Administrator(s) • Uploads employee information • Schedules automatic feedback requests frequency • Approves users Customers • Respond to an automated email on any device • Provide vendor feedback in about 1 minute.
- 18. 18 The requirements arestreamlined. To Request Feedback To Provide Feedback To View Feedback Administrator(s) • Uploads employee information • Schedules automatic feedback requests frequency • Approves users Customers • Respond to an automated email on any device • Provide vendor feedback in about 1 minute. Employees • View a common, real-time dashboard, accessible on any device.
- 19. Putting Insights toUse 19
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- 21. 21 Stay aware ofhow often customer expectations are met. Consistency by Business Function by Management Level by Geography
- 22. 22 Aggregate opinions byprofile, across the business. 84 65 73 92 88 6857 45 37 27 8 76 60= Total Health Score out of 100 Anonymous Aggregated 84 Industry Home Services Function Sales Position Director Location Illinois Ratings are tied to profiles. The results are automatically aggregated. 45 65
- 23. 23 Manage customer trendsmore objectively. Q1 Q2 Q3 Q4 82 39 48 Executives Mid-level Front-line Administrators
- 24. 24 Drive knowledge ofthe customer experience. Identify risks and opportunities by location and cause.
- 25. 25 Drive knowledge ofthe customer experience. Identify risks and opportunities by location and cause. Monitor how the customer experience affects likelihood to recommend.
- 26. 26 Drive knowledge ofthe customer experience. Identify risks and opportunities by location and cause. Maintain employee- customer alignment. Monitor how the customer experience affects likelihood to recommend.
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- 28. 28 The investment isefficient. Employees $500 per month $50 per month Employees Vendors Public $250 per month $25 per month Employees Vendors $375 per month $37.50 per month Reach Choose who can access your feedback results? Base Price Includes access for 5 employees. Each Additional Employee
- 29. Details 29 The ROIis immediate. ~$1,000 savings x ____ Account managers x ____ Account reviews = $ __________ total savings Save time capturing feedback over classic approaches IMMEDIATE ROI $
- 30. Private & Confidential30 Vendors and their customers LACKA shared view of how often customer expectations are met.
- 31. 31 Share vendor feedback,while respecting employees’ time @ work.
- 32.
- 33. 33 Total time neededto review vendors. Request Vendor Feedback 11h Provide Vendor Feedback >1m Employees View Selective Results 25.5h Classic Approach Employees & Vendors View Shared Results 30m Provide Vendor Feedback 1m Request Vendor Feedback 1h 36.5h 1.5h vs. ∆=35h Upfront Savings 35h savings x $75k salary/hr. ($39/h) = $1,365 /vendor mgr. Ongoing Savings / Review 25h savings x $75k salary/hr. ($39/h) = $975 /vendor mgr. ROI Overview
- 34. 34 Time needed torequest vendor feedback. TIME 11h TIME 1h Determine topics that need answers. Write questions that will get answers. Build a survey. Write survey invitations. Upload contacts. Send manual requests. Classic Approach 3h 3h 2h 2h 30m 30m Upload contacts. Set automated requests. ROI Overview
- 35. 35 Time needed toprovide vendor feedback. Click on an email. Read each question. Select a number for each question. Type open-end responses. Load multiple web pages to complete. Classic Approach Click submit on same page. TIME >1m TIME 1m Read a welcome screen. Click on an email. Move a dial for each dimension. ROI Overview
- 36. 36 Time needed toview vendor feedback. Compile & organize data. Analyze data. Choose insights. Create a report. Share report with employees. Employees digest results. Classic Approach 2h 10h 5h 7h 1h 30m Employees and/or customers digest aggregated results in real-time. TIME 25.5h TIME 30m ROI Overview