is your customer happy or not issue 1

Is your customer Happy or Not?

Is Your Customer Happy or Not? February-2014

Luxury Life Brands Inc. Where Trends Start 1

Customer Experience

Negative Experience

Dissatisfied Customer

No Future Sales

Positive Experience

Satisfied Customer

Repeat Purchase or Sales

Is your customer Happy or Not?

Good customer service is the lifeblood of any business. It is the discipline of providing the

best possible solutions and support to your valued customer. Great customer service is the

dedication to the customer's needs before, during, and after a sale. The importance of

customer service may vary by product or service, industry and customer.

Think about the best service or support you received from any company and the affect it

had on your impression of that company or brand. You probably end up describing your

experience to many friends and family; actually you are explaining the overall customer

experience you had and have become the best example of what great service builds, a

reputation that exceeds all boundaries. Customer experience includes a customer’s

perception of a company, a customer’s interaction with a company, and a customer’s

recollection of that entire process, from start to finish, at all touch points. Customer service

is simply assisting customers and meeting their needs.

Customer Experience

Customer Service

"If a customer has to call customer

service, then something has gone

wrong with their experience."



4% •A typical business only hears from 4% of dissatisfied customers

68% •Poor treatment of customer s leads to customer defections

70% •Buying experience is based on how the customer feels they are being treated

70% •Resolve a complaint in the customers favor and they will do business with you again

91% •Unhappy customers will not willingly do business with you again

91% •Customers who will never come back

96% •Customers who don’t voice complaints

14%

34% 45%

7%

Japan

Europe

North America

Latin America

76% of sales

accounts for brand name

products

24% accounts for

generic products

Customer Satisfaction

Below are the examples of few industries:

Pharmacy and Drug Store

“A Satisfied customer is the best business strategy of all”-Michael Le Boeuf

Regional distribution of global

pharmaceutical market



Banking and Finance

Restaurant & Food Services Factors which are critical to customers in restaurants and food services industries:

1. Food & Drinks

2. Washrooms

3. Services

4. Wait Time

5. Price

6. Ambience

55% of customers that

stop doing business with a bank is due to quality of

service

$660,000,000,000

91%

8 - 16

400-1000%

• Billion dollar industry

• Unhappy customers walk away, NEVER to return

• Dissatisfied customers by word of mouth will tell eight to sixteen others

• It cost 4 to 100 times more to bring a new customer as compared to retaining existing customers



“If companies don’t respond, they will have a black mark against them.”

Received

Online Apology

No Action

Discount or Service

70% 23%

12%

You do not want this to happen

What happens when companies do not

know about customer’s problems?

Surveys find that customers are left waiting after posting their problems online

The YouTube video posted in 2009 by Canadian musician Dave Carroll with his song

United Breaks Guitars, chronicling a customer service disaster by the airline, which, as the

song points out — broke his guitar — sounded an alarm bell through corporate

boardrooms.

It shows how dissatisfied consumers can make their voices heard through social media.

Sometimes it only takes a tweet to disrupt a company’s image.

Responses received by customers

from companies for online complaints



51% of Facebook users expect a same

day response

52% of Twitter users expect a response within

two hours

1/4th of those who have a negative experience

share their thoughts via social media

31% of customers always resolve service

related issues through social media

800

1000

“Poor customer service results in lost sales”

Surveyed said they did not make a purchase because of poor customer service

800 of 1000

Customers



• Real Time Reporting to keep you informed of how each customer felt while leaving your premises

Measure

• Customized Reports that help identify any service/quality gaps leading to dissatisfied customers

Monitor • Plug the holes in real time with daily reporting so you can directly impact your improvements in services offered

Impact

Trend these days Top companies worldwide are using a satisfaction monitoring device “HappyOrNot” an

award winning wireless survey system. HappyOrNot is a global chain solution for

continuous satisfaction monitoring and improvement in all aspects of your operations.

Rated the “top coolest things at NRF 2013” by Daily Finance. HappyOrNot is in 24

countries with incredible results for all our clients. Service includes a totally wireless

self-standing HappyOrNot device with custom signage that includes an intelligent

reporting service which simultaneously delivers reports from each unit to a custom

portal and unlimited users.

MMI Feature

Device



Return on Investment for HappyOrNot?



How HappyOrNot benefited others A fitness studio client has placed HappyOrNot devices outside the group training

rooms. The management followed the results and spotted a slowly declining trend in the

overall satisfaction. They didn't know what caused this and normally they receive very

green feedbacks. They decided to talk openly with all their instructors and found out

that one of their best-performing instructors was having problems in her personal life

and if reflected to the results without anyone knowing about it.

An electronics store client had a suspicion that one of the new salespersons wasn't on

par with others. The unit manager followed the feedbacks from those shifts that he was

working on and they clearly showed a drop in customer satisfaction. This was easy to

spot as the devices were positioned right after the cash counter - and the salesperson

working there.

The unit manager had the confirmation that something must be done and they gave

him additional training and later the whole problem had disappeared.

A DIY client noticed that as a chain, their worst performing day was Saturday. This

was also the most important business day for them, with the most amounts of

customers shopping that day. The looked further into the problem and discovered that

the staff was coming on Saturdays with a weekend mentality. They were taking it easy

and not giving good service to the customers as they thought of Saturday as the "take it

easy day".

Once management became aware of this they were able to change behavior and brought

the dissatisfaction rate down from 27% to 9%.



One grocery store used HappyOrNot in the produce section with the question “How

fresh is our produce?” The store noticed that satisfaction levels decreased significantly

throughout the day. By steering according to the feedback from customers, they paid

more attention to keeping the area clean and restocked and this resulted in great

improvement in the feedback and more sales of produce.

One restaurant used our service and determined that customer satisfaction with the

food quality went down significantly on Thursdays and they had fewer customers on

that day. By noticing this trend, they looked into food quality and found that a specific

cook was always working that day and was over-salting the food. They rectified the

situation and feedback and sales increased.

The management of a chain noticed that their worst performing store was struggling

specifically on Tuesdays and Thursdays from 17:00 – 21:00. They were able to

determine that the management was not enforcing the organizations service promise to

their customers. Through retraining they were able to rectify this and customer

satisfaction levels greatly improved and sales increased.



What customer has to say about it?

BAA, Heathrow Airport Limited, Kevin Rendle, Head of Operational Systems:

The units have had an interesting effect on the behavior or our security teams. Without any

prompting the security staff is encouraging passengers to use the feedback units. This is

hugely encouraging as it is a positive interaction between our staff and the passenger, it

really enforces to passengers that their feedback is important to us.

City of Espoo, Finland, Riitta Flinck, Administrative Director of Nursing:

“It’s very important for us to deal with our customers in a friendly and professional manner

everywhere and at all times. Our units constantly see the feedback from their customers

(using HappyOrNot) and we try to make it as transparent as possible, letting staff sees the

results, instead of the reports being delivered only to the managers. The results are also

made available for the citizens to see.”

City of Vaasa, Finland, Teemu Paavola, Development Director:

“Seeing and analyzing the reports has been made extremely easy for us. We also have

achieved a high response rate. Getting positive feedback is a vital part of our employee

satisfaction. With this system we have made customer satisfaction something that is a visible

and concrete element of unit leadership. We use HappyOrNot currently in all our healthcare

units and are planning to extend the use to other services as well.”

A-Kasastus (MOT inspection services), Seppo Hämäläinen, Country President:

We've used various tools to measure our customer satisfaction since the 1990s. High-quality

customer service is a priority for us so we need to measure our performance non-stop. We

tested the new service (HappyOrNot) in several units and the experience was very good. It's a

huge deal for us that the measuring devices are wireless as it's easy for us to use them in

different point-of-experiences in the units.

DocMorris Pharmacy Chain (Lloyds Pharmacy in UK)

Operations Director, steering group member Camilla Giske:

It is important for us to take care of our customer in a friendly, competent and professional

manner every day. HappyOrNot is easy to use both for us and the customer. It gives us a

direct feedback of how customers think we succeed. We can immediately see how satisfied

our customers are with us in every pharmacy, but also how it looks in different parts of the

country and in total for the entire chain. It gives us an opportunity to quickly act both locally

and overall if anything needs to be corrected.



“HappyOrNot is a game changer for companies of all shapes & sizes.

Our goal is to satisfy each and every customer with a customized

program and unparalleled customer service to ensure positive results”

Roy Perlmuter

President / CEO

Luxury life brands Inc.

For more information about HappyOrNot please email us at:

[email protected]

Learn more about HappyOrNot at www.hornreseller.com

and visit us at www.luxurylifebrands.com

https://www.facebook.com/LuxuryLifeBrandsInc

mailto:[email protected]

http://www.hornreseller.com/

http://www.luxurylifebrands.com/

https://www.facebook.com/LuxuryLifeBrandsInc



References

1. www.happyornotreseller.com

2. www.luxurylifebrands.com

3. https://goinstant.com/blog/customer-experience-vs-customer-service-whats-the-difference

4. Read more:

http://www.vancouversun.com/business/Many+businesses+fail+address+customer+complaints+social+media/9186745/story.

html#ixzz2s11Ky2cq

5. http://www.desk.com/customer-service/customer-complaints

is your customer happy or not issue 1

Marketing

luxury life brands

customer service

food quality

customer satisfaction

professional manner

customer happy

unit manager

sales increased