don\'t just listen - act
DESCRIPTION
real-time customer feedback & action management to reduce customer churn and continuously improve the customer experienceTRANSCRIPT
Copyright © 2008 MarketTools, Inc. All Rights Reserved. These materials may notbe reproduced without permission from MarketTools, Inc.
CustomerSat™10Enterprise Feedback Manager
Don’t Just Listen. Act.
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 2
Which is why you need a process to turn real time feedback into actions!
Potential Benefits:• Save at risk customers and their recurring revenue• Gain visibility into competitive strengths and weaknesses• Pinpoint & promptly address critical service & product quality issues• Identify key drivers in satisfaction to keep customers for life• Generate new revenue by uncovering leads from customers & partners• Leverage advocates to drive references, case studies and sales• Share insights across the organization and reduce silos of feedback• Better recognize, reward and coach teams and individuals
Traditional approaches to managecustomer satisfaction are of limited value
Why?
Too slow: The cycle time between identifying an individual customerissue or concern and acting on it using conventional survey methods is toolong…which leaves your back doorwide open for your competitors
Too generic: aggregated feedback makesit impossible to solve individual issues
Too little: Only a part of your customerpopulation continues to take the trouble togive feedback
and most importantly…
Collectingfeedback isnot enough…
…you need to act on it too!Source: eVergance October 2008
Positive
negative
KudosAlerts
EmployeeRecognition& Reward
Reinforcecustomercentricbehaviours
ActionAlerts
ImprovedCustomerExperience
ServiceRecovery
Resolvecustomerissues exceedcustomerexpectations
Positive
negative
KudosAlerts
EmployeeRecognition& Reward
Reinforcecustomercentricbehaviours
ActionAlerts
ImprovedCustomerExperience
ServiceRecovery
Resolvecustomerissues exceedcustomerexpectations
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 3
Honeywell retained millions of dollarsby identifying & fixing satisfaction issues
Actionable: ROI Exceeds 100% per Year
2,000 Customers
PilotGroup
ControlGroup
PilotGroup
ControlGroup
40% fewercancellations
NoChange
Surveys
ActionMgmt
After 6 Months…
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 4
CRM Connect 180On Demand Uploads
Quota Management
Response
Invitation
Design, Setup & Program
Customer SampleUpload Variables
Sampling
Mailer Services
Design Survey
Action Management
Feedback Analytics
Market Sample,via True Sample
Manage Detractors
Convert Neutrals to Promoters
Convert Promoters to Advocates
Bounce Management
CustomerSat in a nutshell
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A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 5
Leverage the Most Comprehensive Offering
> Complete end-to-end solutions from a single vendorIm
port
Con
tact
s
Action Management
Analytics & Reporting
Cross-Survey Roll-Up
CustomerExperience
PartnerExperience
SupportTransactions
Win-LossIntelligence
EmployeeExperience
Sam
ple
Man
agem
ent
Dep
loym
ent O
ptio
ns
Inte
grat
ion
Opt
ions
Easily Import
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 6
Gather Feedback From Any Experience
> From Customer to Employee…> Gather relationship or transactional feedback> Analyze & Report on results> Study linkages across multiple surveys
Action Management
Analytics & Reporting
Cross-Survey Roll-Up
CustomerExperience
PartnerExperience
SupportTransactions
Win-LossIntelligence
EmployeeExperience
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 7
Act on Feedback Across All Departments
> Route feedback to the right hands…> Send complaints to supervisors> Reward employees who received kudos> Forward references and sales leads
Action Management
Analytics & Reporting
Cross-Survey Roll-Up
CustomerExperience
PartnerExperience
SupportTransactions
Win-LossIntelligence
EmployeeExperience
ResolveIssues
ResolveIssues
Kudos &Leads
Kudos &Leads
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 8
Combine EFM Data with Scorecards & Portals
> Merge your CustomerSat data with corporate data> Consolidate satisfaction & operational data to drive
informed business decisions
SupportTransactions
Inte
grat
ion
Opt
ions Finance
CRM
HR
CSAT
Balanced ScorecardBalanced Scorecard
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 9
Dashboards& Analytics: We Deliver Insights
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 10
Prioritise Actions with Driver Charts
> Improve/leverage the things that are importantIm
porta
nce
Satisfaction
Vulnerable…Top priority to improve
Strategic Advantage…Leverage and grow
Weak..but less criticalto customers
Helpful...but doesn’t
drive renewals
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 11
Drive Correct Behaviors: Positioning Charts
> Segment analysis shows strengths & weaknesses
Hostages
Defectors
Loyalists
Mercenaries
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 12
Action Management – Acting on Insight
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 13
Surveys Trigger Immediate Alerts
1. Low Score Received..2. Alert Sent via Email3. Instant Access to Survey
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 14
Keep Track of Actions
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 15
Founded December 1997 (Acquired CustomerSat in April, 2008)
Employees 600+ Worldwide
Broad Client Base Global Corporations, Market Research Firms, Small and Medium-Sized Businesses and Individuals
We Work with theBiggest Brands
in B2B & B2C
SolutionsBest-in-class Technology Platforms for MR and EFMQuality-Assured Global Panels & CommunitiesResearch Expertise & Innovation
Revenue >~$100 Million in 2008
About MarketTools & CustomerSat
A MarketTools company. © 2008 MarketTools, Inc. All Rights Reserved. These materials may not be reproduced without permission from MarketTools, Inc. 16
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