Reduce Customer Churn, Grow word of mouth (onine & offline) with Eco

  • Published on
    05-Dec-2014

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DESCRIPTION

This slide deck explains how Eco works for a business and how it helps companies become customer attentive ... So much so that their referrals grow through word of mouth (online & offline) and customer churn reduces dramatically.

Transcript

  • 1. Eco Consumer Services Always on Customer Satisfaction
  • 2. 2 About Us We help business growth the number of referrals they can get (online and word of mouth) and reduce their customer churn. Our customers achieve this by implementing our software that helps them interact with their consumers in a much more attentive, convenient and quicker way.
  • 3. Business Customer We offer a so*ware pla.orm that facilitates communica7on between guest and the business Submit Requests & Feedback Collect Requests & Feedback
  • 4. Real time Alerts & Service Rewards & Loyalty Online Reviews & Content Syndication Recovery Satisfaction Reports & Customer Intelligence The Pla.orm contains a rich feature set to help businesses collect customer feedback & service requests conveniently and in real 7me and generate value from such data Business Multichannel Feedback & Request Collection Submit Requests & Feedback Collect Requests & Feedback Customer
  • 5. Eco manages customer engagement across the en7re experience cycle. Customer Order Pre-Experience Request Processing Invites to share preferences prior to experience Start of Experience In moment Feedback invita?on Invites to quickly share if something goes wrong End of Experience Post Experience Survey Sharing email SMS/Voice Invites to provide feedback a*er the experience email Reply to Survey w Sharing Invita?on Replies to posi7ve feedback and asks to share email Business Customer
  • 6. Eco manages customer engagement across the en7re experience cycle. Customer Order Pre-Experience Request Processing Invites to share preferences prior to experience Start of Experience In moment Feedback invita?on Invites to quickly share if something goes wrong End of Experience Post Experience Survey Sharing email SMS/Voice Invites to provide feedback a*er the experience email Reply to Survey w Sharing Invita?on Replies to posi7ve feedback and asks to share email Business Customer but our sweet spot is listening and reac7ng to feedback and requests before the customer is fully served
  • 7. High ability Ability to influence outcome impacts the outcome over here. High Impact Experience Life Cycle 7 From Online Reputation Management to Real Time Service Recovery Customer Experience Cycle what happens here Low ability Being able to recover before service comple7on is important because it also drama7cally impacts online referrals Order Experience Completion Share Order
  • 8. Real time Alerts & Service Rewards & Loyalty Multichannel Feedback You can invite customers and collect feedback and customer requests via SMS, email surveys, Mobile forms, in room calls, Paper Survey scans. The emphasis is to avoid downloads and logins for the customer. SMS Feedback/Requests Mobile Form Desktop Survey Forms Voice based Feedback Calls Comment Card Scans Online Reviews & Content Syndication Recovery Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection
  • 9. Real time Alerts & Service Rewards & Loyalty Recovery Unified Messaging & Inbox Online Reviews & Content Syndication No matter how customers choose to send you requests or feedback, it all comes together in a simple application for you. Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection
  • 10. Real time Alerts & Service Rewards & Loyalty Text Message from Customer: We were extremely upset about the service we received. The place looked completely different than on the internet! Real Time Alerts & Service Recovery Alert appropriate staff members in real time when Ecos Ai engine detects urgency to react based on the customers message Bad Internet Review Threat Distressed Customer Online Reviews & Content Syndication Alert GM Alert Customer Relations Recovery Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection
  • 11. Real time Alerts & Service Recovery Online Reviews & Content Syndication Rewards & Loyalty Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection Online Reputation Monitoring Track 22 review sites that contain business reviews and analyze what is being said online. Yelp/Foursquare/twitter/ Tripadvisor/ booking.com/ hotel.com/zagat/yellowpages/ opentable
  • 12. Real time Alerts & Service Recovery Online Reviews & Content Syndication Rewards & Loyalty Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection Drive adoption with rewards Reward your guests with benefits or with a small donation you make on their behalf for engaging and sharing with you
  • 13. Real time Alerts & Service Recovery Online Reviews & Content Syndication Rewards & Loyalty Satisfaction Reports & Customer Intelligence Multichannel Feedback & Request Collection Understand see your business from the eyes of your guests and understand what needs improvement
  • 14. What our Customers Experience 14 From Online Reputation Management to Real Time Service Recovery Reduction of negative reviews Businesses using Eco see a reduc7on of their cri7cally nega7ve reviews by 40% Eco reduces CNR by 40% CNR: Cri?cally Nega?ve Reviews. These are 1 or 2 star reviews out of a ra7ng scale of 5. Why are CNR important? When consumers book online, CNRs have the most deterrent effect. 40% 7.5% of all reviews (before Eco) 4.5% of all reviews (after Eco) Share of 1-2 star reviews across all review sites
  • 15. 15 Where we are Eco serves customers globally Miam i Offices | Singapore, Austin, Miami Installations | 220 in 4 continents Shareholders | Privately held, venture backed US HQ Aus7n Marke7ng & Sales Office Singapore Global HQ & Development 7 20 220 Jan13 Sep13 Jun14 Number of Customers running on Eco
  • 16. Take a look at a quick demo www.geteco.com/demo6 5 min
  • 17. www.geteco.com Call or send a text message to (305) 7225817