The document discusses the importance of measuring customers' experiences in the modern, socially connected world. It notes that customers now control brands through online reviews and conversations. The solution proposed is a service that measures customer experience through social media and creates in-depth customer conversations. This helps companies create excellent service cultures and see ROI. Key benefits include retaining existing customers, attracting new ones, strengthening brands, gaining competitive edges and boosting profits.

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Singapore Service Academy
-
Measuring Your Customers’ Experience

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DIfferWorld Pte Ltd
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www.SingaporeServiceAcademy.com

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DIfferWorld Pte Ltd
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Executive Summary
• Your Brand
• The Problem
• Are You Aware
• The Truth
• The Reality
• Our Solution
• The Magic
• Your Alternatives
• The Smart Choice
• What You Should Do Now

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First You Created A Brand

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And You Put Your Brand Here

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Then Your Brand Moved Here

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Now Your Brand Is Here

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And When Things Go Wrong
As They Often Will

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And Impact Your World

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This Is What They Say About It

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You Once Had Control Of
Your Brand; Now People Do

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Perception For Better Or
Worse Is Truly Reality

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YouEitherCreate
“TheConversation”…
…Or
“TheConversation”
WillRecreateYou

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The Problem How
do
you
in
this
increasingly
interconnected,
social m
edia
based
w
orld…

15. 5. Boost Your
Overall
Profitability
5. Boost Your
Overall
Profitability
4. Gain A
Competitive
Edge
4. Gain A
Competitive
Edge
3. Establish A
Stronger
Brand
3. Establish A
Stronger
Brand
2. Attract
New
Customers
2. Attract
New
Customers
Copyright 2010
DIfferWorld Pte Ltd
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The Problem
1. Retain
Your
Existing
Customers
1. Retain
Your
Existing
Customers

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Are You Aware

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Are You Aware

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Are You Aware

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Are You Aware

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Are You Aware
• 92% of your potential customers research you online”
– BIG Research
• Reviews are the #1 factor when considering you
– Avenue A, eMarketier
• 72% of online shoppers say that web reviews and ratings on
company websites and elsewhere influence their purchase
decisions more than any other factor.”
– 2010 Social Shopping Survey by the e-tailing Group

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The Truth
• The world has changed, social utilities have enabled your
customers and potential customers to share their experiences
and engage in conversations without your active
participation and no control on your part. The opportunity you
have available to you is to fast become a part of these
conversations and use platforms like Rate Your Experience to
create these conversations. These Social Utilities platforms
present a significant opportunity, but only to those who
embrace them now.
– Manoj Sharma, Singapore Service Academy

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The Reality
• Technology is shifting power away from the editors, the
publishers, the establishment, the media elite. Now it’s the
people who are taking control
– Rupert Murdoch, News Corp & MySpace
• 14% of people trust ads, 78% of people trust consumer
recommendations
- Nielson Survey
• Is your business wired, tired or on the verge of being expired?
– SEMA Online Marketing Conference

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Our Solution
• We
Measure Your Customers’ Experience
through Social Media, Social Buzz and
by Creating In-Depth Customer
Conversations
• We assist you Create World Class
Cultures Of Service Excellence through
Fully Customized Initiatives
• We show you your ROI and
Recommend Your Next Steps

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The Magic
• Our Rate Your Experience technology
• Through which we first measure The Commonality of…
– People
– Products and/or Services
– Processes, Procedures and/or Policies
– Physical and/or Virtual Environments
– Other Components
…which gives your organization a benchmarked Customer
Experience Rating
• And then we measure The Specifics which make your
organization distinct

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Your Alternatives
• Do nothing and let the social media complaints
retire & expire your organization
• Spend way too much money on Advertising,
Branding & PR campaigns that won’t even address
the problem
• Sit around think about and discuss it endlessly while
your competitors move forward
• Hire someone to do it internally to poor effect
• Tell us you will get back to us because you have
other priorities

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The Smart Choice
• Engage us now to get you Wire & Hired through our…
– Rate Your Experience technology
– Brand Audits
– Mystery Shopping
– Focus Groups
– Customer Satisfaction Surveys
– Employee Satisfaction Surveys
– Industry & Organization Benchmarking
– Compliance Checks
– Rewards & Recognition Services
• That are supported by fully customized Creating A World Class
Culture Of Service Excellence initiatives

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What You Can Do Right Now
• Say You Are Very Interested
• Ask Us Lots Of Probing Questions
• Trash Out Costs And Agree To Get
Started Right Now
• So that you can get us to assist you…
1. Retain Your Existing Customers
2. Attract New Customers
3. Establish A Stronger Brand
4. Gain A Competitive Edge &
5. Boost Your Overall Profitability

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Thank You!
• Manoj Sharma
– Manoj@SingaporeServiceAcademy.com
– (65) 6338 5669
• Andy Tay
– Andy@SingaporeServiceAcademy.com
– (65) 9366 4980
• Kelvin Chan
– Kelvin@SingaporeServiceAcademy.com
– (65) 6338 8979