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IT’S AN OPPORTUNITYEvery time a customer interacts with your brand

An MDC Partners Company

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The ACCENT

ADVANTAGE• A refreshing point of view, specialist experience

and proven ability to deliver differential results.

Deep customer insight

Engaging and personal experiences

Monetize every customer interaction

Vested in our strategies and ideas

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THE COMPANY WE KEEP

Progressive Marketing and Communications Network of 40+ Companies

Communications

Media

Retail Consumer Products

Manufacturing

Technology Automotive Financial Other

Leveraging Digital, Creative and Analytics to Solve Problems and Drive ROI

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Helping Brands

ENGAGE

• Your customers have more power than ever to

influence your brand. Join the conversation

through Engagement.

ENGAGED CUSTOMERS DISENGAGED CUSTOMERS

Recommend your brand nearly

4 times more often

Tell an average of 3 people

to AVOID your brand

Visit your website twice as often

and make 3 times as many online

purchases

Cost you 25% to 75% of

annual lost sales

Are more willing to forgive a

problem if referred by friends

or family

Are 4 times more likely to post

to a blog or website about their

poor customer experience

SOURCE: People Metrics Survey, 2009

Engagement creates

opportunities to:

• Connect personally

• Influence behavior

• Shape brand perceptions

• Transform customers into

brand advocates

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The ACCENT Engagement• Transform customer service touch points into

powerful relationship and brand-building tools.

Connect where customers live,

learn and make decisions

Lower cost to serve

Increase efficiency

Improve brand experience

Drive incremental revenue

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The ACCENT Engagement

LISTEN• A solid understanding of your customers’

questions, concerns, needs and wants.

Monitor social conversations

Capture inquiries across

channels

Collect feedback through

surveys and written

correspondence

MANUFACTURER

ACCENT monitors

thousands of tweets

daily on behalf of the

grill manufacturer -

listening for

opportunities to

provide product help

and improve customer

sentiment.

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The ACCENT Engagement

LEARN• Capturing data to better understand

your customers.

Uncover insights about your

customers, brand and products

Generate dynamic scripting

to guide conversations

Intelligently route customers

to best communications

channel

APPLIANCE OEM

Through multivariate

testing, ACCENT

uncovered hidden

value in the OEM’s

warranty relationships.

Insights gained yielded

18% decrease in churn

and generated 194%

return on investment.

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The ACCENT Engagement

CONNECT• Engaging and personal conversations that are

transparent, timely and consistent with your

brand.

Empower self-service

Provide guided assistance

Host peer-to-peer support

communities

RETAILER

ACCENT helped create

the ultimate member

experience across

phone, online and

social media channels

– propelling retailer to

Forrester Research

Top 10 Customer

Experience Leader.

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The ACCENT Engagement

INFLUENCE• Transforming your customers into

brand advocates.

Turn negative experiences

into positive interactions

Present real-time modeled

offers

COMMUNICATIONS

ACCENT proved to be

right call for

collections. Our ability

to positively influence

delinquent customers

yielded 25% increase

in amount collected

while improving CSAT

from 73% to 86%.

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The ACCENT Engagement

OPTIMIZE• Each interaction is more intelligent and

engaging than the last.

Analyze speech and text to

uncover sentiment

Monitor quality of engagement

against defined customer

experience

Uncover reasons “why”

through root cause analysis

Administer customer

satisfaction surveys

MANUFACTURER

ACCENT’s satisfaction

surveys provided

immediate feedback on

dealer performance and

product satisfaction –

helping manufacturer

achieve 95% CSAT

rating and generate

353,000 new service and

installation leads.

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Where Great Talent LIVES• Solely focused on helping you connect

with your customers.

Passionate

Energetic

Knowledgeable

Helpful

Friendly

Hot Springs, AR / Zephyrhills, FL / New Albany, IN

Tell City, IN / Monroe, LA / Farmington, MO

Kansas City, MO / Kingston, Jamaica

Makati City, Philippines

ENGAGEMENT CENTERS

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To Drive Your Business ForwardTHE TOOLS AND RESOURCES

• Creating engagement solutions tailored to meet your needs.

Data Analytics

Communication Channels

Knowledge Management

Social Media Monitoring

Print and Fulfillment Services

Back-Office Services

Workforce Management

Quality Monitoring

Reporting

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Experience

Builds

• Expert guidance to

engage in the digital,

social, interactive and

real-time world.

Brands

Solution: Customer Care

Results: 41% savings of $8.26MM and $1.4MM in incremental billing adjustments over internal centers

Solution: Tech Support / Cross and Up-Sell Campaigns

Results: 14% increase in revenue on incentivized items

Solution: Appointment Confirmation Campaigns

Results: $430,000 cost savings in less than six months on unnecessary truck rolls

Solution: Member Sales

Results: Sold four times more memberships over internal center, generating $18.8 MM in member lifetime value

Solution: Member Care

Results: Decreased cost per call by 29% while improving member satisfaction rating to 94%

Solution: Account Review Campaigns

Results: Scheduled 51,000 appointments resulting in $1.1MM in new revenue

Solution: Loyalty Marketing Program

Results: Generated 68,000 product sales and registrations valued at more than $389,000

Telecom / Manufacturing / Insurance / Retail

Cable / Healthcare / Financial Services

VERTICAL MARKETS SERVED

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The most important customer interaction

is the one that’s

ARE YOUREADY?

going to happennext. Contact us to get started

866.623.0018 or visit

www.accentonline.com