Voice of the Customer

Transcription

1 Voice of the Customer

2 Who we are Customer advocacy and growth brandxp is a specialist brand management company with extensive experience in developing and implementing Voice of the Customer (VoC) programmes. brandxp is the official partner of InMoment in Australasia. InMoment is the world s leading provider of VoC programmes. Each year, InMoment works with over 300 of the world s largest retail brands across the Retail, Food Service, Automotive and Financial sectors, engaging with over 75 million consumers across 72 countries.

3 What we do Retention, loyalty and growth We help businesses increase profitability by providing the most advanced VoC reporting systems available. We measure, manage and improve the quality of customers brand experiences at every level. The brandxp customer solution lets you: View, analyse and share feedback in real time Identify key opportunities for continuous improvement Reinforce company best practices based on current customer experience Ensure brand promises made are service promises delivered Identify and reach out to dissatisfied customers before they defect Build a base of loyal advocates at each location

4 Why we re different Multiple feedback collection Ever been stuck in the middle of a tedious survey asking meaningless questions with no end in sight? Our online survey platforms capture the customer experience as close as possible to the actual transaction, while providing multiple feedback options to match each customer s preference. This encourages customers to provide meaningful responses and enables businesses to accurately understand the customer experience. Text analytics The world of feedback is now relying more upon unstructured qualitative sources of feedback. This means that shorter, more customer- friendly surveys are now required to allow the customer to tell their story in their own words. Many companies claim to have text analytics, but only provide limited capabilities with a loose integration into the VoC platform if there s any integration at all. brandxp, using InMoment technology platforms, offers a fully- integrated suite of voice and text analytics.

5 Reporting Made easy and meaningful From location staff to CEO level, our customer reporting is designed to deliver sound insights. These insights help improve employee training, elevate your average customer spend and accelerate customer advocacy. This is done in a simple real- time environment, via the web and mobile devices. Never let a problem take root in your business. Quickly and easily track and analyse what your customers are really saying in real time. Discover insights and trends that lead to behavioural change at all levels of your business.

6 Customer alerts Know instantly Take action the moment customer feedback arrives. With immediate Wow and Rescue Alerts, you can resolve urgent issues and motivate your employees. Every survey has an automatic option to send customer feedback instantly and directly to the people in your business that need to know. Social media promotion Spread the word You ve earned it, now share it. We do this with our advanced social media tools, OpenTell and GoRecommend giving your business a significant competitive advantage. GoRecommend A powerful patented social media advocacy tool that turns satisfied customers into active advocates through social media networks and platforms like Facebook. Over 150,000,000 positive experiences have been shared around the world so far. OpenTell An exceptional solution that publishes high volumes of validated and unfiltered customer reviews to promote accurate online visibility of your brand.

7 How much does it cost? Our costs are very competitive and easy to understand. We charge a one- off programme set- up fee and then a cost per location per month. That s it. There are no other or hidden costs! We do generally find clients work within or near their existing mystery shop budgets. They just get materially more value for that dollar! Our advanced solutions provide an outstanding return on investment, giving you the tools to hear and talk directly with your customers. This ultimately improves location performance, enhances strategic decision- making and opens the doors to unparalleled insights that drive performance.

8 What do clients say? brandxp is a critical tool we use daily to make sure we are delivering on this promise to our customers. In an incredibly competitive market, the power of our awesome staff and brandxp working together really is our competitive advantage. Mark Forsyth GM Retail Z Energy We see brandxp as an integral part of our business to ensure sustainable success in the marketplace. The insight they provide supports our decision- making process at both a national and store level. If you consider your success dependent on customer experience then you need brandxp. It s that simple. Isis Farrelly National Operations & Capability Leader Liquor King We ve just completed our staff engagement survey and our recognition score has increased. I credit some of that increase to brandxp. Yay for customer feedback and for being focused on the customer experience! Melissa Cheals General Manager Sales & Marketing VTNZ

9 Why us? We bring world- leading technologies and the comprehensive experience of working with over 300 of the world s top brands We help turn real- time customer insights and feedback into bottom line results for your business We help to motivate and drive staff performance at all levels We provide customer data reporting that is simple and easy to understand We turn your customers into active advocates

10 Let s talk Protecting customer relationships is vital. A world- class VoC programme that is tailored to the needs of your brand is an essential tool and a significant competitive advantage for your business. Contact us today. Andrew Baird Managing Director [email protected] Curtis Reid GM Business Development [email protected] New Zealand Office Australia Office Suite B, 189 Maunganui Road Level 1, 524 La Trobe Street Mt Maunganui 3150 West Melbourne, VIC 3003 New Zealand Australia +64 (07) (03)