loyalty calculator and emotional service as a pledge of effective sales

APPROACH 360°

1

360°

360°

360°

360°

360°

360°

4SERVICE

2

WHAT IS A SERVICE?

4SERVICE

3

SERVICE IS ...4SERVICE

4

QUALITY SERVICE: BENEFITS FOR EVERYONE

FOR MANAGER

FOR COMPANY

FOR CLIENT

FOR EMPLOYEE

GROWTH of indicators

POSITIVEemotions

MONEY 4SERVICE

5

WHAT IS YOUR PROFIT: NPS

"BAD" PROFIT "GOOD" PROFIT

CRITICSPROMOTERS

4SERVICE

6

+ + = loyalty

LOYALTY CALCULATOR4SERVICE

NPS AND SERVICE LEVEL

7

24.4%

3,88%

28.4%

35.3%

27.2%

36.9%

40.4%

68.9%

34.7%

CRITICS PASSIVE PROMOTERS

16.0

65.1

6.3

NPS INDEXNUMBER OF

RESTAURANTS

624

103

5214SERVICE

1. Number of clients by category 3. Average check:

2. Number of recommendations among customers

8

PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE NPS. ENTIRE CHAIN

CRITICS(SCORE 1-6)

NEUTRAL(SCORE 7-8)

PROMOTERS(SCORE 9-10)

152 220 252

252 RUBLES

-5 0 3ANTI-RECOMMENDATIONS RECOMMENDATIONS

4. Increase of income/loss of profit

-1024 RUBLESCONTACT FOR ANALYTICS IN 4SERVICE

HERE COULD BE YOUR AVERAGE CHECK

4SERVICE

252 RUBLES



9

PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE

CRITICS(SCORE 1-6)

NEUTRAL(SCORE 7-8)


148 192 181



-50 432 RUBLES

Location without Stars service - 521 (according to the results of one unique visit)

Calculator data show the loss of income or growth per 1 visit, that is, to obtain the correct data to this value multiplied by the average number of visits of 1 client to the institution (per month/week/year).

CONTACT FOR ANALYTICS IN 4SERVICE


4SERVICE

256 RUBLES



10

PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE

CRITICS(SCORE 1-6)

NEUTRAL(SCORE 7-8)


4 28 71



49 408 RUBLES

Calculator data show the loss of income or growth per 1 visit, that is, to obtain the correct data to this value multiplied by the average number of visits of 1 client to the institution (per month/week/year).

Location with Stars service - 103 (according to the results of one unique visit)

CONTACT FOR ANALYTICS IN 4SERVICE


4SERVICE

NPS AND SERVICE LEVEL

11

16.0

65.1

6.3

NPS INDEXNUMBER OF

RESTAURANTS

624

103

521 Locations without Stars service

+/-0% to check

+ 31% to check

-31.5% to check4SERVICE

12

EMOTIONS AND SERVICE4SERVICE

NHS

NPS

NHS

NPS

0%

19.0%

25%

21.0%

27.0%

57.0%

54.0%

59.0%

55.0%

24.0%

21.0%

20.0%

18.0%

13

CORRELATION OF STAFF NHS AND CLIENT NPS

"How happy were the employees you met in the outlet during this visit, on a scale 0 - 10?"

*How happy was the employee who served you?

100%

Q2

Q34SERVICE

WHAT DO THEY FEEL?14

The success of any company depends on the emotional state of staff

Money may attract, but does not retain the specialist

THEY ARE MOTIVATED BY:

• freedom and autonomy• interesting projects • public recognition of their professional success• career development• positive changes in the work • sense of personal contribution and their achievements4SERVICE

18

WORK OF THE COMPANY AND HIGH SALES

EMOTIONAL SERVICE AS A PLEDGE OF EFFECTIVE4SERVICE

19

EMOTIONAL STATE

OF EMPLOYEE

QUALITY OF SERVICEOF A CLIENT

READINESS TO RECOMMEND

CHAIN

IMPACT IMPACT

CRITERION:TOTAL INDEX

CRITERION:NPS INDEX

METHODOLOGY

CRITERION:HAPPINESS INDEX (NHS)

PALETTE OF EMPLOYEE EMOTIONS PALETTE OF CLIENT EMOTIONS

4SERVICE

20

INDEX OF HAPPINESS. NON-FOOD RETAIL. 3 quarter, 2016.

5%

49%

46%

1-6 (absolutely not happy)

7-8 (neutral perception)

9 -10 (absolutely happy)

How happy was the employee who served you

*number of estimated staff - 410

4SERVICE

21

Energetic Calm Cheerful Friendly Optimistic Indifferent Restrained Confident Enthusiastic Soulful Weary Angry Exasperated Sad0.0%

25.3%

21.8% 21.2%

12.9%

5.8% 5.0%3.0%

1.9% 1.1% 0.6% 0.6% 0.3% 0.3% 0.3%

68.9%

24.8%

6.3%

PALETTE OF EMPLOYEE EMOTIONS OF MOBILE OPERATOR. INDUSTRY

What emotional state, in your opinion, had the employee who served you?

* number of estimated staff of the networks MTS, Beeline, Megafon, Tele2 - 1 420, 3 quarter of 2016

CRITICS NEUTRAL PROMOTERS

4SERVICE

22

PALETTE OF CLIENT EMOTIONS. LOGISTICS AND COMMUNICATIONS

EMPLOYEE MOOD & CLIENT MOOD

Уверенный Энергичный

Жизнерадостный Оптимистичный

Душевный Веселый

74%67%

62%60%

40%35%

Уставший Раздраженный Безразличный

Нервный Нетерпеливый

Растерянный Спокойный

49%44%

35%35%

23%16%

14%

DELIGHT

GOOD MOOD

PLEASANT SURPRISE

NEUTRAL STATE

DISSATISFACTION

DISAPPOINTMENT

IRRITATION, ANGER

*number of estimated staff - 4780, 3 quarter of 2016

4SERVICE

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CORRELATION BETWEEN EMOTIONAL STATE AND IMPLEMENTATION OF SERVICE STANDARDS. CLOTHES AND SHOE SHOPS

Welcomed you, said goodbye to you, invited to come again

Tried to find the right product

Told in details about the characteristics and parameters of a product

Tried to keep a laid-back conversation

Actively offered additional products (accessories, extra service, etc.)

Was deeply interested in your situation

Smiling, joking

83%

86%

82%

71%

69%

60%

56%

72%

39%

44%

22%

17%

6%

28%

14%

14%

14%

14%

0%

14%

0%

NEGATIVE NEUTRAL POSITIVE

WHAT DID THE EMPLOYEE?SHARE OF

ACTIONS PERFORMINGREGARDLESS OF EMOTIONS

77%

74%

71%

60%

56%

48%

48%

*number of estimated staff - 380,3 quarter of 2016

4SERVICE

24

CRITICS(SCORE 1-6)

NEUTRAL(SCORE 7-8)


23% 37% 40%1%

2%

6%

49%

83%

85%

84%

1%

9%

46%

42%

12%

13%

14%

98%

90%

48%

9%

4%

2%

2%

DELIGHT

PLEASANT SURPRISE

GOOD MOODNO EMOTION

(NEUTRAL STATE)DISSATISFACTION

DISAPPOINTMENT

IRRITATION ANGER

NPS OF EMPLOYEE

97%

88%

42%

-40%-79%

-83%

-82%

Loyalty to the employee:

17%

How likely is that you would come back to that employee and recommend to address him to your friends and acquaintances?

CORRELATION BETWEEN THE CLIENT'S EMOTIONAL STATE AND NPS LOGISTICS AND COMMUNICATIONS

MOOD OF THE CUSTOMER

*number of estimated staff - 4780, 3 quarter of 2016

4SERVICE

25

TECHNIQUE

Possible techniques:• Mystery Shopping• Polls on exit• Calls after the purchase

We ask further questions about:• Emotional state of employee• Emotions transmitted to the client by employee• Emotional state of client at exit4SERVICE

26

TECHNIQUE

We analyze:• Correlation of the employee's emotional state and the quality of his work• Correlation of the emotions of employee and their impact on the emotions of the

customer• What actions and emotions of the employee makes the customer promoter• Recommendations on what to emphasize, that the client was happy

It gives the chance to the manager:• To see the employee and his emotions through the eyes of

the customer• To react quickly and adapt the emotional climate• To impose additional rules and creative approach in the

servicing4SERVICE

27

INFECT WITH EMOTIONS!4SERVICE

loyalty calculator and emotional service as a pledge of effective sales

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