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System Attributes and Applications
Harvesting Human Insight
Part I
System Attributes
The smartQ system consists of 2 parts:
1. Unique Smartphone interface for collecting human intelligence
Distributed via SMS directly to the respondents’ smartphones, the system enables the organization
to reach its target audience at quickly and efficiently.
Harvesting Human Insight
2. Automatic online reporting
Analyzed data are shown in graphs and tables in real time, allowing the manager to see the results
segmented by predefined variables, at the touch of a button – directly from manager’s Smartphone .
Access to the report is secured by unique username and password.
Harvesting Human Insight
Part II
Intra-Organizational Insights
Customer Insights
1. Intra-Organizational Insights
Thinking Networks
Transparency Employee
Engagement
Harvesting Human Insight
HumIntTM - Gathering insights about customers through field personnel
Field personnel in the organization (sales people, service representatives, cashiers, technicians,
etc.) are in daily contact with the customers. More than any survey or study, they have access to
what is happening, while it’s happening.
The smartQ system enables the organization to send surveys in real-time and receive feedback
within a period of a few hours.
The organization builds a database of field personnel, and whenever there is a need to gather data
regarding questions such as:
What is the current customer mood?
Are customers asking for certain things?
Are customers complaining about certain things?
Is there a change in the behavior of customers in a certain category?
How customers are reacting to logistic / marketing / selling steps the organization has made?
All the manager needs to do is distribute a short smartQ survey, and the results appear on the
manager’s smartphone devices within hours.
The automatic report generator provides graphs and tables that allow the immediate mapping of a
situation in the field.
Organizational Insights Employee Engagement – Thinking Networks - Transparency
Harvesting Human Insight
Quick StormTM - Thinking and Evaluation Networks
Your organization has different groups of experts operating simultaneously and facing similar
challenges (e.g. marketing and brand managers, sales managers, distribution managers, product and
development engineers, etc.). Although a large pool of experts is available within the organization,
the time costs of gathering these experts for consultation would be too high.
The smartQ system creates a shared thinking network that enables the manager to direct a short
consultation survey to all experts in the organization and get their opinion and / or their professional
assessment in a statistical manner (Expert-Crowd Sourcing).
Unlike brainstorming sessions that require significant time resources of participants,
the Quick Storm model consists of short, simple consultation questions that enable a statistical
evaluation of the manager's professional dilemmas. For example:
Which technology should we use in the development of a specific product?
In your opinion, which promotion will be more effective? (2-3 options)
Which media plan is preferable for a specific campaign ?
Which service provider is best for a specific project?
Rating of different suppliers / technology features
What would be the best time to launch a certain product / service?
Through the Quick Storm model the manager enjoys the sum of accumulated wisdom and knowledge in
the organization, using the objective opinion of experts in the field who are not emotionally involved.
Harvesting Human Insight
Organizational Insights Employee Engagement – Thinking Networks - Transparency
Co-llabTM – Employee engagement in the process of decision making
A high correlation consists between employees sense of partnership in decision making processes
and their motivational levels. An organizational culture which allows employees to express their
views in decision making processes creates a strong employees commitment to the goals of the
organization.
The smartQ system allows employees to take part in the decision-making process in a wide
range of topics. The main advantages of the system are the quick and simple consultation method
and the high availability of statistical processing in real time.
Questions that can be shared with employees can be related to employees welfare activities and
facilities, or concerning business challenges of the organization, for example:
Questions regarding Business Challenges
Preferable distribution method (A or B)?
Choosing communication language / logo / Slogan
Changes in the marketing mix
Launching of new products
Questions regarding employee welfare activities and facilities
Preferences regarding events / vacations / seminars
Catering services satisfaction
Cleaning services satisfaction
Financial and pension services
Harvesting Human Insight
Organizational Insights Employee Engagement – Thinking Networks - Transparency
IntuisticsTM - Expert’s Intuition Algorithm
Intuition is sub-conscious knowledge acquired from practical experience and feedback on successes
and failures. The difference between Intuition and other types of knowledge lies in the fact that in
intuitive knowledge there is a knowledge without knowing the reasons or rules for that knowledge.
Who are the intuitive experts in your organization?
Psychologist Daniel Kahneman, Nobel laureate, explains that intuitive expertise of employees is
created when three conditions are met:
They go through extensive practice - they repeat their actions again and again over time.
They work in an environment with clear rules and regularities.
They receive immediate feedback on their actions - from the customer or end user.
Hence, your organization’s intuitive experts are: customer service personnel, field and branch
managers, cashiers and salesclerks, field salespeople, department and store managers, service
providers and customer service clerks.
They all have clear and consistent working procedures, considerable practice and immediate feedback
from the customer.
The use of the IntuisticsTM model is mainly for field experts' intuitive predictions in various
managerial questions, such as:
By how much will a specific sale offer increase the sales in your store?
What are the success chances of a new product?
What is the highest price we can charge for a service?
How long will it take to develop a specific product?
The IntuisticsTM model analyzes the intuitive assessments of field experts in the organization using
two alternative algorithms:
Galton Algorithm – based on regression equations predicting target variables.
Craven Algorithm - based on Bayesian probability estimation formulas.
Harvesting Human Insight
Organizational Insights Employee Engagement – Thinking Networks - Transparency
2. Customer Insights
Customer satisfaction
Customers Advisory Panel
Customers Loyalty programs
Following product testing
Harvesting Human Insight
Customer satisfaction- Real Time Satisfaction Surveys
Customer service experience is the most significant predictor of customer loyalty to a company.
Customer satisfaction surveys are an essential element in the managerial evaluation and assessment
process of every company that provides a service.
Most service satisfaction surveys face several significant challenges:
they burden customers by demanding time resources they do not always want to share with the
company.
they may meet the customers at an inconvenient time, over the phone or online.
They are expensive (especially telephone surveys).
The data often reaches the decision maker too late to take care of acute problems in real time.
Customer Insights
The smartQ system allows the sending of an SMS inviting customers to answer a short and
friendly satisfaction survey immediately after the occurrence of the customer service experience.
Advantages of the smartQ in relation to existing solutions are:
A short and friendly interface (up to a minute response time at the most) that is not overwhelming
to the customer.
The survey reaches the customer's smartphone allowing him to answer at times convenient for
him.
A significant reduction of cost (relatively to a standard telephone survey)
The data reaches the decision maker in real-time using the automatic report generator, allowing
the manager to detect problems within hours of their formation.
Harvesting Human Insight
Customers Advisory Panel - Making the consumer an engaged partner
A Consumer Advisory Panel is a different research model from regular consumer surveys.
While regular surveys consist of random sampling representing the target audience, in a panel of
advising consumers, a permanent database of consumers is addressed.
The advantage of such a panel is in its fixed and continuous contact with consumers whose level of
involvement is very high, whose attitudes and consumption characteristics are known and who are
generally the core target audience of the brand. These consumers provide current opinions regarding
products, ideas and marketing offers and form a kind of external advisory board. Benefits deriving
from their involvement and partnership create added value, despite the disadvantage resulting from
the fact that they are not “naive consumers”.
The smartQ system offers a quick, friendly and inexpensive platform for real-time consultation
with a panel of consumers, both in terms of the transfer method of surveys to the panel members,
and in terms of the statistical - graphic report that can be accessed through the manager's
smartphone in real time.
Over time, the system will be able to analyze the different consumers using a statistical algorithm
which will provide different weights to attitudes of consumers with different characteristics. Providing
weights will improve the predictive factors of assessments from the panel.
Harvesting Human Insight
Customer Insights
Customers Loyalty programs – Connecting Big-Data with human insights
Customer clubs and Loyalty programs provide companies with powerful and versatile statistical
information regarding the behaviors underlying the purchase and use of services provided by the
company. This information is processed using sophisticated models that allow specific marketing to
segmented target groups with different characteristics.
The actual purchase behavior data provides knowledge regarding ‘How’, ‘When’ and ‘What’. The
question ‘Why’ still remains unanswered.
The smartQ system provides an additional layer of human insight by sending quick surveys to
segmented members of the loyalty program database in order to understand Why they behave the
way they do.
The system allows customer club managers to investigate the reasons for behavioral patterns
identified through the Big Data systems, and provide a psychological marketing explanation which will
allow them to make more informed decisions.
The system is able to send quick surveys to club members by specific segmentation, supplied by the
club manager, and provide the manager with statistical mapping of the psychological marketing
evaluations in real time.
Harvesting Human Insight
Customer Insights
Following product testing
In the process of product and service development, from food and FMCG to applications and
software, it is common to carry out a process of product trial by the target audience.
This is done usually in the subject's natural environment and at the end of the process feedback is
gathered using quantitative (online/ telephone surveys) or qualitative (interviews and / or focus
groups) techniques.
Due to cost constraints, during the process of the trial itself, little, if any, evaluation of real time
experience is made.
The smartQ system provides a quick and inexpensive tool for gathering measures of product /
service experiences of respondents or their family members in real time during the experience itself,
not just within a few days or more after the experience has ended.
During the product or service trial, the system sends a series of short daily questions allowing the
tracking of the experience and learning process of the product or service, while identifying the points
in time and environment that affect the connection process with the product or service.
The immediate response and analysis enable the product/service manager to identify and solve
problems in real time.
Harvesting Human Insight
Customer Insights