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Is your customer happy or not? Issue1_Feb-2014
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Is your customer Happy or Not?
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 1
Customer
Experience
Positive
Experience
Dissatisfied
CustomerNo Future Sales
Negative
Experience
Satisfied
Customer
Repeat Purchase
or Sales
IsyourcustomerHappyorNot?
Good customer service is the lifeblood of any business. It is the discipline of providing the
best possible solutions and support to your valued customer. Great customer service is the
dedication to the customer's needs before, during, and after a sale. The importance of
customer service may vary by product or service, industry and customer.
Think about the best service or support you received from any company and the affect it
had on your impression of that company or brand. You probably end up describing your
experience to many friends and family; actually you are explaining the overall customer
experience you had and have become the best example of what great service builds, a
reputation that exceeds all boundaries. Customer experience includes a customer’s
perception of a company, a customer’s interaction with a company, and a customer’s
recollection of that entire process, from start to finish, at all touch points. Customer service
is simply assisting customers and meeting their needs.
Customer
Experience
Customer
Service
"If a customer has to call customer
service, then something has gone
wrong with their experience."
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 2
4%
•A typical business only hear from 4% dissatisfied customers
68%
•Poor treatment of customer lends to customer defections
70%
•Buying experience is based on how the customer feels they are being treated
70%
•Resolve a complaint in the customers favor and they will do business with you again
91%
•Unhappy customers will not willingly do business with you again
91%
•Customers who will never come back
96%
•Customers who don’t voice complaints
14%
34%45%
7%
Japan
Europe
North America
Latin America
76%of sales
accounts for brand name
products
24% accounts for
generic products
CustomerSatisfaction
Below are the examples of few industries:
PharmacyandDrugStore
“A Satisfied customer is the best business strategy of all”-Michael Le Boeuf
Regional distribution of global
pharmaceutical market
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 3
BankingandFinance
Restaurant&FoodServices
Factors which are critical to customer in restaurants and food services industries:
1. Food & Drinks
2. Washrooms
3. Services
4. Wait Time
5. Price
6. Ambience
55% Customers that stop
doing business with a bank is due to quality of service
$660
91%
8 - 16
400-1000%
• Billion Industry
• Unhappy customers walk away, NEVER to return
• Dissatisfied customers by word of mouth will tell eight to sixteen others
• It cost 4 to 100 times more to bring a new customer as compared to retaining existing customers
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 4
“If companies don’t respond, they will have a black mark against them.”
Received
Online Apology
No Action
Discount or Service
70%23%
12%
You do not want this to be happen to your business
Whathappenwhencompaniesdonotknow
aboutcustomerproblems?
Survey finds that customers are left wanting after posting their problems online
The YouTube video posted in 2009 by Canadian musician Dave Carroll with his song
United Breaks Guitars, chronicling a customer service disaster by the airline, which, as the
song points out — broke his guitar — sounded an alarm bell through corporate
boardrooms.
It shows how dissatisfied consumers can make their voices heard through social media.
Sometimes it only took a tweet to disrupt company’s image.
Response received by customers from
companies for online complaints
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 5
51% of Facebook users expect a same
day response
52% of Twitter users expect a response within
two hours
1/4th Who have a negative experience share
their thoughts via social media
31% of customer always resolve service
related issues through social media
800
1000
“Poor customer service result in lost sales”
Survey said they did not make a purchase because of poor customer service
800 of 1000
Customers
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 6
• Real Time Reporting to keep you informed of how each customer felt while leaving your premises
Measure
• Customized Reports that help identify any service/quality gaps leading to dissatisfied customers
Monitor• Plug the holes in real
time with daily reporting so you can directly impact your improvements in services offered
Impact
Trendthesedays
Top companies worldwide are using a satisfaction monitoring device “HappyOrNot” a
award winning wireless survey system. HappyOrNot is a global chain solution for
continuous satisfaction monitoring and improvement in all aspects of your operations.
Rated the “top coolest things at NRF 2013” by Daily Finance. HappyOrNot is in 24
countries with incredible results for all our clients. Service includes a totally wireless
self-standing HappyOrNot device with custom signage that includes a intelligent
reporting service which simultaneously delivers reports from each unit to a custom
portal and unlimited users.
MMIFeature
Device
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 7
ReturnonInvestmentforHappyOrNot?
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 8
HowHappyOrNotbenefitedothers
A fitness studio client has placed HappyOrNot devices outside the group training
rooms. The management followed the results and spotted a slowly declining trend in the
overall satisfaction. They didn't know what caused this and normally they receive very
green feedbacks. They decided to talk openly with all their instructors and found out
that one of their best-performing instructors was having problems in her personal life
and if reflected to the results without anyone knowing about it.
An electronics store client had a suspicion that one of the new salespersons wasn't on
par with others. The unit manager followed the feedbacks from those shifts that he was
working on and they clearly showed a drop in customer satisfaction. This was easy to
spot as the devices were positioned right after the cash counter - and the salesperson
working there.
The unit manager had the confirmation that something must be done and they gave
him additional training and later the whole problem had disappeared.
A DIY client noticed that as a chain, their worst performing day was Saturday. This
was also the most important business day for them, with the most amounts of
customers shopping that day. The looked further into the problem and discovered that
the staff was coming on Saturdays with a weekend mentality. They were taking it easy
and not giving good service to the customers as they thought of Saturday as the "take it
easy day".
Once management became aware of this they were able to change behavior and brought
the dissatisfaction rate down from 27% to 9%.
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 9
One grocery store used HappyOrNot in the produce section with the question “How
fresh is our produce?” The store noticed that satisfaction levels decreased significantly
throughout the day. By steering according to the feedback from customers, they paid
more attention to keeping the area clean and restocked and this resulted in great
improvement in the feedback and more sales of produce.
One restaurant used our service and determined that customer satisfaction with the
food quality went down significantly on Thursdays and they had fewer customers on
that day. By noticing this trend, they looked into food quality and found that a specific
cook was always working that day and was over-salting the food. They rectified the
situation and feedback and sales increased.
The management of a chain noticed that their worst performing store was struggling
specifically on Tuesdays and Thursdays from 17:00 – 21:00. They were able to
determine that the management was not enforcing the organizations service promise to
their customers. Through retraining they were able to rectify this and customer
satisfaction levels greatly improved and sales increased.
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 10
Whatcustomerhastosayaboutit?
BAA, Heathrow Airport Limited, Kevin Rendle, Head of Operational Systems:
The units have had an interesting effect on the behavior or our security teams. Without any
prompting the security staff is encouraging passengers to use the feedback units. This is
hugely encouraging as it is a positive interaction between our staff and the passenger, it
really enforces to passengers that their feedback is important to us.
City of Espoo, Finland, Riitta Flinck, Administrative Director of Nursing:
“It’s very important for us to deal with our customers in a friendly and professional manner
everywhere and at all times. Our units constantly see the feedback from their customers
(using HappyOrNot) and we try to make it as transparent as possible, letting staff sees the
results, instead of the reports being delivered only to the managers. The results are also
made available for the citizens to see.”
City of Vaasa, Finland, Teemu Paavola, Development Director:
“Seeing and analyzing the reports has been made extremely easy for us. We also have
achieved a high response rate. Getting positive feedback is a vital part of our employee
satisfaction. With this system we have made customer satisfaction something that is a visible
and concrete element of unit leadership. We use HappyOrNot currently in all our healthcare
units and are planning to extend the use to other services as well.”
A-Kasastus (MOT inspection services), Seppo Hämäläinen, Country President:
We've used various tools to measure our customer satisfaction since the 1990s. High-quality
customer service is a priority for us so we need to measure our performance non-stop. We
tested the new service (HappyOrNot) in several units and the experience was very good. It's a
huge deal for us that the measuring devices are wireless as it's easy for us to use them in
different point-of-experiences in the units.
DocMorris Pharmacy Chain (Lloyds Pharmacy in UK)
Operations Director, steering group member Camilla Giske:
It is important for us to take care of our customer in a friendly, competent and professional
manner every day. HappyOrNot is easy to use both for us and the customer. It gives us a
direct feedback of how customers think we succeed. We can immediately see how satisfied
our customers are with us in every pharmacy, but also how it looks in different parts of the
country and in total for the entire chain. It gives us an opportunity to quickly act both locally
and overall if anything needs to be corrected.
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 11
“HappyOrNot is a game changer for companies of all shapes & sizes.
Our goal is to satisfy each and every customer with a customized
program and unparalleled customer service to ensure positive results”
Roy Perlmuter
President / CEO
Luxury life brands Inc.
For more information about HappyOrNot please email us at:
Learn more about HappyOrNot at www.hornreseller.com
and visit us at www.luxurylifebrands.com
https://www.facebook.com/LuxuryLifeBrandsInc
Is Your Customer Happy or Not? February-2014
Luxury Life Brands Inc. Where Trends Start 12
References
1. www.happyornotreseller.com
2. www.luxurylifebrands.com
3. https://goinstant.com/blog/customer-experience-vs-customer-service-whats-the-difference
4. Read more:
http://www.vancouversun.com/business/Many+businesses+fail+address+customer+complaints+social+media/9186745/story.
html#ixzz2s11Ky2cq
5. http://www.desk.com/customer-service/customer-complaints