This document discusses strategies for improving advertiser loyalty and engagement. It outlines key business objectives like improving first contact resolution, optimizing efficiency through automation, and implementing upsell and cross-sell strategies. It then discusses how to transform service to focus on understanding and delivering experiences for advertisers through various touchpoints. Finally, it provides an overview of Hinduja Global Solutions, a global customer relationship management services provider, and their client satisfaction survey results.

1. Advertiser Loyalty Management
Services for transforming
YP Industry
Nov, 2010 Anand Biradar I VP BD I abiradar@hindujagsl.com I +1 201.286.7741

2. 2
Key Business Objectives …
 Proactive and careful transition to new world of multi-
media experience
 Continuously improve First Contact Resolution
 Optimize Staffing for Efficiency, Automate processes
 Cultivate high-touch employee engagement
 Continuously improve - Lean, Six Sigma, Kaizen
 Up-sell and Cross-sell Strategies
 Bundled offering
 Adopt new age marketing / referral schemes
 Consistently provide world-class brand experience
Advertiser
Loyalty
Cost
Savings
Advertiser
Growth
Overall
Objectives

3. 3
Medium:
Digital
Friends, family
Print
Mobile
Websites
Touch Points:
Newspaper
Magazine
Television
Radio
Online blogs
Other websites
Facebook, twitter etc.,
Touch Points:
Sales
Induction /On boarding
Service and Support
Education
Value Enhancement
Collections
Contract renewal
Medium:
Voice
Email, chat, direct mail
Directory
Company website
Factors influencing the advertiser perception
Internal to company External to company

4. 4
Contract
Renewal
Collections
Bundled offering
Value enhancement
Advertiser
Education
Service / Billing / Claims
Advertiser
Induction
Sales Process
Roadmap - Controllable touch points with Advertisers
IVR/VRU -
Automation
Analytics – Loyalty,
speech and social media
Fulfillment

5. 5
Transforming service to CARE
Know your Advertiser Deliver the experienceReach out to your Advertiser
 Address channel
proliferation –
Print/Digital/Social Media etc.,
 Create on ongoing two-way
dialogue (direct & indirect)
 Continuously monitor key
drivers of advertiser
relationship
 Understand changing needs
and behaviors
 Stay close to valued
advertisers
 Improvise on ways to
measure loyalty
 Invest in Loyalty Analytics
 Invest in Social Media
Management
 Empower front line to build
trust-based relationships
 Incorporate aspects of
advertiser business in training
 Coach and develop the front
line to use benefits and brand
reinforcing statements
 Up-sell and cross-sell
through advertiser education to
add value
 Design process flow for
seamless communication
among all partners impacting
service

6. 6
Technology for Advertiser Touch Point Solutions
 Advanced Speech Recognition IVR
Conversational and directed speech
Advertiser centric self service
Fully integrated into customer databases for dynamic solutions
 Nielsen BuzzMetrics
Industry-best tool for social media monitoring analysis
Delivers end-to-end social media management solutions
Monitors more than 100 million online sites
Provides trends and analysis on influence, frequency and tone
 Speech Analytics – Impact 360
Automatically surface changes in advertiser behavior
Understanding drivers of cost and advertiser satisfaction
Automatically bucket emotional advertiser interactions
 Email and web-chat systems
Fully integrated with Client website for a seamless online presence
Web chat applications to initiate chats with business advertisers on specific sites

7. Company Overview

8. 8
 Frontline representatives are the ambassadors of brand and their
attitude, belief and actions affect customer loyalty
We believe…
 Each interaction with an advertiser is an opportunity to deliver
smile and develop lifetime loyalty.
 Keeping current with the latest technology and cutting-edge
processes positively impacts effectiveness and efficiency of
operations

9. 9
About HGS
 Global provider of seamless Relationship Management services
 37 years of experience in managing customer emotions
 $200 million in revenue
 110 clients, 30 centers
 16,500 employees, 6 countries
USA
Peoria, IL
Waterloo, IA
El Paso, TX
St. Louis, MO
Warrenville, IL
Canada
Montreal
Philippines
Manila
Iloilo
India Mauritius
Cyber City
(BCP Site)
U.K.
London
Scotland
Major cities

10. 10
HIPAA – Health
Insurance
ISO 27001ISO 9001:2000
Six Sigma Process
Improvement
PCI DSS v1.2 compliant
Quality

11. 11
Industry Recognition
One of the Top ITES
Companies in India
Winner Of Most
Innovative BPO 2008
Philippines
Top 15 ITES
BPO exporters FY 07/08
Top 10 Employers
Employee Satisfaction/
HR Practices - 2008
One of the 200
“Best under
a Billion”
Forbes Asia - 2005
Gold Medalist
Competency
Development - 2008
Top 2 Call Centre
Companies globally
- 2008
Gold
Medalist
Lean Six
Sigma - 2008
Best Employer Brand Award
(BPO) 2009
Deloitte Fast50 – Ranked #
30 - 2009

12. 12
HGS Client Satisfaction Survey Results - 2010
Response Rate HGS Industry Average
Response % (Polled – 459) 69.7% 50-55%
Customer Experience Index HGS Industry Average
Scale of -100 to +100 +45.6 +40 to 45
Overall Satisfaction Score HGS Industry Average
(scale 1-7, 7 being the best) 5.9 4.8-5.5
Key Outcome
Measures
HGS - US
Operations
HGS - Worldwide
Operations
Industry
Standard
Satisfaction 6.01 5.86 5.60
Loyalty 6.04 6.04 5.70
Advocacy 6.15 6.00 5.70
Value for money 5.62 5.43 5.10

13. 13
Your Customers. Our Priority.
Global Solutions Delivered.
Anand Biradar I VP BD I abiradar@hindujagsl.com I +1 201.286.7741