Upload
martin-wright
View
283
Download
0
Embed Size (px)
DESCRIPTION
Monitor customer experiences at key touch-points. Our Customer Experience Monitor is low-cost, easy to implement and captures customer experiences and feedback in real-time.
Citation preview
Customer Experience Monitor
28th January 2014 V 4.0 Powered by
Tracking customer experiences
can be costly & time consuming
Real-time measurement of customer experiences at different stages in their journey can be expensive and require laborious IT integration or additional processing.
Most companies resort to a patchwork of manual analysis and period surveys
- Great for building a general picture but this approach does not allow companies to respond quickly where and when it is most needed.
We have developed a low cost, flexible and easy tracking system to give companies real-time insight into customer experiences.
Customer Experience Monitor
Measure customer experiences at each stage of their journey in real time allowing you to:
Reward good outcomes
Focus scarce resource at the time and place (touch-point, process or role) where it will deliver the greatest uplift
Reduce customer effort and increase satisfaction, recommendation, retention and sales
How it works
Embed our links in email templates or
web pages
Customer action triggers standard
service email, text or web page
Customers click and land on company personalised data
capture page
Responses analysed in real time online reporting system
Monitor the key points in your
customer’s journey Cut and paste our bespoke links into your standard service emails
- Enquiry thank you, order acknowledgement, service ticket etc
Or into your web confirmation pages
Set up unlimited campaigns
- Sales, complaints, claims, etc
Add as many touch-points as you like to each campaign
Break down each touch-point by agent, store or customer ID
Bespoke links embedded in standard service emails Bespoke links embedded in web pages or even text messages
Ask the questions that matter
most to you
You can track all the major measures including:
- Net Promoter Score, Customer Effort Score, Customer Satisfaction
You can also ask bespoke questions and capture free text
Customers click through to our data capture screen
Our simple, device agnostic design ensures maximum response
Design can be tailored to fit your brand
View real time reports
Access our online reports 24/7
Data is updated in real time
Drill down into results for each stage of the customer journey
Download raw data as CSV or via XML
No IT integration required
Basic tracking requires no more than cut and paste into your email template or web page
We hold data in highly secure UK enterprise-class data centres
We produce all standard reporting for you
Fully managed service or self-
service
Included in our standard service we will do everything for you to get you, and your campaigns up and running
You will also receive a free review of results every quarter to help you stay on top of performance trends
You will receive free guidance on the steps you can take to improve performance
From then you can choose our pay for us to set up and manage any changes to your questions and campaigns and to develop bespoke reporting at £120/hour + VAT
Or, for no extra charge you can use the online reporting and admin system, 24/7 to make as many changes or additions as you want and even download raw data into your own systems
Customer Experience Monitor -
simple and low cost
We charge a simple, low monthly fee of £999 + VAT for up to 100,000 question responses a month
There is no set up fee and no minimum contract period
You get unlimited questions, campaigns and touch-points set up free of charge in the first month
You will receive free quarterly reviews of results helping you stay on top of performance
You will receive free guidance on the steps you can take to improve performance
You will have free 24/7 access to our online real-time reporting and you can download data as CSV or via XML
You will have free, 24/7 access to our secure admin system to make as many changes and additions as you want
Unlimited additional campaign set-up, training and creation of bespoke reporting is available at £120 + VAT/hour
Our service at a glance
Monthly fee £999 + VAT
Set up fee £0
Contract term 30 days notice
Free 30 day managed campaign set-up
Maximum question responses 100,000/month
24/7 access to online reports 24/7 access to online admin system
Extract data (Excel or XML)
Quarterly analysis and guidance
Optional managed campaign changes/additions £120/hour + VAT
Optional bespoke reporting development £120/hour + VAT
Customer experience - the key
discriminator
In an increasingly competitive, commoditised world customer experience is becoming the key discriminator
- 82% of people have stopped doing business with a company due to poor customer service
- 85% would pay up to 25% more to guarantee superior customer service
- 79% have told others about poor customer experiences
Our Customer Experience Monitor allows you to:
- Measure performance in real time
- Reward good outcomes
- Focus scarce resource on those touch-points, processes or roles that will deliver the greatest uplift
FAQs
I don't have time to setup my process touch-points, can you help?
- Yes, we can setup your campaigns and questions for you when you first sign up, some clients find it easier this way. Or you can go in to the admin dashboard and amend them any time you like.
Can I use any tracking metrics with Customer Experience Monitor?
- Yes we support all major tracking standards including NPS, CSAT, CES.
Can I change the questions after we go live?
- Yes, questions can be added or amend when ever you want. We will do this for you free for the first month (£80/hour thereafter) or you can do it for free using our admin system
Can I use my own company URL instead of yours?
- Yes, you can point a CNAME from a domain you own to our servers and our technical staff will allow this to work for you, just drop us an email when you require this
I have a stage in my process that does not include email, can I track this?
- Yes, you can email the user the feedback link following any interaction or embed it as links or iframes on your website, this will allow you to track multi channel processes
We have a lot of customers, can you track them all?
- Yes, but our standard account will alert us when you go over 100,000 question responses a month, if you think you will go over this just email us and we can discuss you requirements in more detail.
How often do the dashboards update?
- They update in real time, just hit refresh and you will see the most up-to date data
Can I change the design of the question page?
- Yes we can change the CSS of the page to your own colours and embed a logo
Find out more
Customer Experience Monitor is one of our suite of insight tools and techniques
Other services include call diagnostics, customer journey mapping, ethnographic research, shadowing and quantitative research.
We also offer consultancy on service strategy and customer journey delivery.
To find out more about our insight, design and transformation services please contact:
Martin Wright or Stephen Grey on
(0845) 83 82 159
Or visit www.customerjourney.uk.com