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Intelligent Customer Engagement Through Actionable Data

What is ? An Intelligent Guest Using Transactional Data to Identify Incorporating Customer Survey System Specific Ways to Improve CX Recovery AlertsOur intelligent survey system uses sales Integrating sales transaction, loyalty When recovery opportunities are identified,transaction data to generate questions information, and survey data allows for the we let you know real time. AfterWords identification of specific ways to improve the specific to a customers experience, incorporates innovative customer recoveryreducing survey fatigue, and optimizing customer experience. alerts so that you can respond to guest concerns. data collection.

DATA LIMITEDCOLLECTION PATHS FORISSUES RECOVERY Customers only respond to SURVEY Survey data is collected and INCOMPLETEexperiences that are exceptional FATIGUE presented to management CX PICTUREor negative leaving a void in the days after submission. The collection of the most valuable opportunity to recover is long data. past. Surveys are boring, taxing, and Current customer feedback tools time consuming. Customers only provide broad statements on only participate in some service outcomes. Limited feedback exercises and many information on what the customer times only partially respond to cares about or how to improve. the questions. Survey AfterWords optimizes the survey experience and collects valuable survey dataChallenges while addressing these key challenges of traditional survey designs.

Primary Features POS and Epson Integration Customer Recovery ToolsIntegrate data from popular POS software Negative surveys are captured and queuedand Epson printers to create item specific for review. Managers are notifiedquestions and see comprehensive reports immediately giving an option for recovery while still in store. Dynamic Item Based Questioning Loyalty and Perception Indexes Get true feedback on the customer experience by asking questions directly Learn what really drives loyalty in your store. The effects of people, product, and related to the products and items place compared to willingness to refer, purchased intent to return, and overall satisfaction Systematic Sampling Operational CorrelationIncrease survey conversion by using trace Integrating POS, Sales, and Loyalty information related to each transaction indicators provides a unique view of items that may affect satisfaction – staffing levels, and only asking some questions to those time frames, and products consumed who have had qualifying experiences

Let’s tour a new standard forresponsive surveys.





First set of Questions: Loyalty IndexNET PROMOTER (NPS) INTENT TO RETURN SATISFACTIONNet Promoter Score is used to It is more costly to create a new A customer’s overall satisfaction is adetermine whether the customer is a customer than to retain existing critical metric to capture and actpromoter, neutral or detractor. customers. The return metric captures upon. It is a great question to set the likelihood of a customer’s repeat conditions for recovery. business.



Second set of Questions: Perception IndexPRODUCT PEOPLE PLACEThe survey uses the receipt data to Service questions allow the Place questions ask about the serviceprovide the specific products customer to provide details on how environment. Was it clean? Werepurchased for the customer to rate team members impact the there comfort issues? Was it toothe Quality and Value. customer experience. noisy? Know how customer experience is influenced by the atmosphere.





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Customer Experience POS/Transactional Data AfterWords Management• Customer • People • Dynamic Questioning• Transaction • Product • Data Correlation• Satisfaction • Place • Customer Recovery Survey Data • Willingness to Refer • Intent to Return • Overall Satisfaction Loyalty/Historical Data • Historical Transactions • Loyalty Program • Incentives





Next Steps: ImplementationDefine & Assess Strategy & Design Implement & Train Maintain• Calculate transactions • Identify data collection opportunities • Rollout to individual stores • Store reinforcement• Identify brand differentiators • Design the Survey • Train store staff • Incentivize rollout team• Determine COA for initial customer and • Consider incentives • Monitor results • Modify the campaign • Design customer Recovery process • Recover customers • Improve the customer experience lifetime value• Identify data collection opportunities• Define goals and KPIs

Intelligent Customer Engagement Through Actionable Data [email protected] 800-298-2192