SHAPIRO SOCIAL FEEDBACK Protecting Over 1 Billion Dollar in Sales Annually.

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1 What you don t know can hurt you. We keep you informed. SHAPIRO SOCIAL FEEDBACK Protecting Over 1 Billion Dollar in Sales Annually.

2 Shapiro Consultants Social Feedback is easy to implement and adopt, because we handle the entire process with limited interaction with higher management, from start to finish. More important, as customers are looking to social sites for purchase decisions, the social opinion is not always consistent with a business s true customer experience. Shapiro Consultants helps companies identify when parts of the business are misrepresented online and then provides tools to improve the reflected social opinion.

3 Shapiro Constulants Helps Companies: Efficiently manage and respond to social posts Truly know how customers feel and how to improve the customer experience Avoid escalating PR scares by immediately surfacing actionable social feedback Generate higher volume of balanced positive feedback with Shapiro Consultants Endorse Get a leg up on the competition and benchmark social status against rivals

4 Multiple Locations, One System Frontline Users Manage public responses and follow up with critics See how you perform against local competitors and pears in other locations Uncover emerging trends at specific locations Corporate Users Identify locations that drag down your brand s scores Rank locations by performance Uncover emerging trends across locations Majority of consumers (74 percent) rely on social networks to guide purchase decisions. Study: Gartner, July, 2010

5 ALL FEEDBACK, ONE SYSTEM SOCIAL FEEDBACK Mitigates public revenue risks by managing posts Uncovers emerging trends Trends public customer satisfaction over time Benchmarks competitors customer service Lets public know staff cares and works to fix issues Publicly validates exceptional service and motivates frontline to excel 85% of consumers use the Internet to find local businesses and 16% do so every week. SOLICITED FEEDBACK Typically provides up to 40 times more feedback Validates social trends, concerns, and hypotheses (Search Engine Land) Uncovers promoters and urges them to support you on the social web Uncovers issues before customers retaliate online It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you ll do things differently. - Warren Buffet

6 See how you stack up against other branches and brands Shapiro Consultants Social Feedback enables companies to monitor performance and benchmark against two important groups: Our detailed monthly report highlights customer-specific feedback regarding specific employees. Spurs employees to excel and pinpoint those not performing their best.

7 Pricing Online Reputation Pricing & Fees Trust our team of professional reputation specialists to protect your brand s online appearance. Gain access to the largest, broadest and most respected team in the RMS universe. Pricing based on our level of engagement Client Class Brand Monitoring Online Reputation Repair Negative Review Alerts Real Time Web-Wide Notifications Google Places Optimization Review Follow Up Detailed Hit Report Monthly Fee Basic Yes No No No No No Yes 750 Entrepeneur Yes No Yes No Yes No Yes 1750* Professional Yes Yes Yes No Yes No Yes 2250* Corporate Yes Yes Yes Yes Yes Yes Yes 3250* *Application Fee Waived for new customers with a three-month subscription. Add-on services are available at an additional cost. Shapiro Consultants Online Reputation Management provides premium access to real-time monitoring of over 2 billion web pages worldwide. For businesses, there are two pricing components: Application Fee: To be considered for the program applicants must submit a non-refundable application fee along with the completed application. Our analyst team evaluates your business s current online performance and provides a comprehensive review of your brand s reputation upon completion. Monthly Service Fee: Applicants who are accepted to the program must pay a monthly fee which is determined by the volume of hits and level of engagement setup prior to that months service. The monthly fee covers the day to day management of the service and any counter actions taken on behalf of the client. For more information, contact us today! 2

8 Empower individual locations to act on and respond to immediate social feedback. Shapiro Social Feedback identifies negative reviews and enables the locations to immediately make things right with the customer. All users can then take the appropriate steps to protect revenues and brand reputation. Social media feedback reveals opportunities that traditional survey questions may not uncover. The full Shapiro Consultants system can test these trends, helping you improve operations to increase customer satisfaction and loyalty.

9 Protecting over 1 billion dollars in sales annually! DRIVE CUSTOMERS TO POST ON SOCIAL MEDIA WITH SHAPIRO CONSULTANTS ENDORSE Aggregate scores will normalize so your online presence reflects the true customer experience. You ll earn more revenues from unique travelers who base their decisions solely on social review sites. Locations that don t have a lot of postings will acquire more content. Google search results and rankings increase with more reviews. Shapiro Consultants will track the results so you can see the improvements over time.

10 ABOUT SHAPIRO CONSULTANTS Shapiro Consultants solutions enable companies to gather, monitor, and act on feedback from customers, partners, and employees. Customers include global financial services, retail, high-tech, business-to-business, and hotel companies. For more information about Shapiro Consultants Customer Feedback Management services or platform, visit or call Copyright 2013 Shapiro Consultants, Inc. 12 West River Styx Road Suite 102 Hopatcong, NJ PHONE