customer connex overview

Download Customer Connex Overview

Post on 03-Jul-2015




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  • 1. 100%ofyourprotscomefromyourcustomers! 100%offutureprotswillcomefromtodayshappycustomersandtheirfriends!

2. Why is CustomerConnex important?Youmayhaveaninklingofaproblema?csitua?on orissuebutli@leevidencebesidesahunch. 3. The cost of ignoring one unhappy customerUnitedBreaksGuitars In2008,musicianDaveCarrollwasyingUnitedAirlineswhenapassengersi?ngnexttohimexclaimedthatthebaggagehandlerswerethrowingguitarsoutthere. Carrollsguitarwasbroken.HespentthenextninemonthsinaservicemazepursuingcompensaGon.Eventually,customerserviceatUnitedAirlinestoldhimtheywereclosingtheincidentandwouldnotrespondtoanyfurtheremails. CarrollwroteasongabouthisexperienceandposteditonYoutube.Hehitonemillionviewswithinoneweek Unitedsmarketcapitaliza?ondropped$180millioninthenextthreeweeks. ThissongwasfeaturedonCNN,NBCandothermajortelevisionnetworksandhashadmorethan 8,200,000viewstodate. 4. Why is CustomerConnex important? Youcanndoutwhatyourcustomersthinkofyourpeople, service,eventorproduct:Every?metheyengagewithyou Any?meoftheday Anydayoftheweek Instantly 5. Why use text to gather feedback?EveryonehasamobilephoneTextisquick,simpleanduniversalTextcomplementsandpromotesotherfeedbackandcommunica?onchannelsTextisconsideredanonymousbycustomersallowingthemtobehonestItisimmediateandallowsforinstantfeedbackEnableslargersamplesizesDoesntrequireinvestmentinnewtechnology 6. Heres how our patent pending technology worksCustomer purchase or Provided feedback/promo card Customer txt code, rating interaction w/ unique code and details & comments Performance reports sent as Reply msg confirming entry &/orData processed, analysed scheduled LIVE! inviting them to provide more info& recorded 7. Leverage future business growth Gather more in-depth research information Build databases - Mobile / Email / Web Manage dissatisfied customers more effectivelyGather information Send vouchers to drive repeat purchaseBuild loyaltyCreate product enquiry Generate revenue 8. Manage your Disgruntled Customers BEFORE they jump on FaceBook or Twitter!Dissa?sedcustomerfeedback CustomergivespermissiontobecontactedbyCustomerConnex Alertmanagersorcustomerservices WealertyouRightNow! Increaselikelihoodofrepeatpurchase Awellmanagedcustomermeanslesslikelytolosethatcustomerandyour stalearn! 9. Case study: Noel Leeming Purchasing and Non-purchasing shoppers were invited to provide feedback. Response rates ranged between15% to 20% by store. Live benchmark results by store and region enabled insights on areas of strength and weakness Identified poor performing stores and created specific operational focus Immediately identified dissatisfied customers and invited them to have a company representative call. Enabled fast and efficient resolution of customer complaints. 10. Case study: Muffin Break 36 Stores Over 30,000 responses in 2 x 14 day programmes Immediate actionable insights provided by customer feedback Improved employee standards as a result of seeing customer driven benchmarking Created focused areas of improvement and measured improvement 40% respondents provided more detail to their ratings Engaged the entire company in a common customer satisfaction measurement Live information allowed head office to keep their fingers on the pulse of customers experience 20% of customers also filled in a more in-depth survey online. 11. ContactDetailsVeronicaFarmer ManagingDirector+6495210717+64274722140 12. Client TestimonialsThe programme gave us transparency to see and gain an understanding of what was going on in each of our stores every day As a result of what the live data showed us we were able to focus on specic areas where we could gain immediate improvement." " " " " " " " " " "" 13. Client TestimonialsThe system allowed immediate, onsite access to the responses as they came in. Council is now looking to implement this tool across other areas of our business." " " " " " " " " " "Paula Corcoran Event Marketing" 14. Client TestimonialsThe Customer Connex programme was without doubt the most straight forward, enjoyable and overwhelmingly successful customer feedback programme I have ever been involved in. ! Not only did the response rate exceed our expectations, but during the entire programme our staff stepped up, knowing that they were on report!.... Now we analyze, improve and do it again!! Short and simple really!! Youre onto a winner here... good work.!