customer feedback management feb 2015 - venuelabs

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Customer Feedback Management

©2015 Venuelabs | www.venuelabs.com | 866.333.7328

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1. Consumer Trends

2. The Next Frontier of Feedback

3. Strategic and Tactical

4. From Listening to Management

5. Feedback Management Examples

6. Venuelabs / AboutLocal Capabilities

7. Next Steps


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Mobile Users Overtake Fixed Internet

Access

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Source: www.globalwebindex.net

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Mobile Consumer Shift

40% Internet Traffic is Mobile

80% Smartphones in U.S.

More than 90% Feedback is

PASSIVE & INDIRECT(i.e. not reviews)


+©2015 Venuelabs | www.venuelabs.com | 866.333.7328

Need to GatherNeed to Solicit

Consumer Shift Implications

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• Comment cards

• Receipt surveys

• Customer

intercepts

• Secret Shopper

• 800-line

• Private

• Fragmented

• Indirect

• Passive

• In the moment

• Mobile

• Photos & Imagery

• Public

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Location: The Next Frontier of Customer

Measurement

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• Unsolicited & Authentic

• Continuous “Always on”

• Growing rapidly

• Real-time

• Actionable

• Low cost



Customer

Feedback

Strategic

Loop

Conceptual Models

Feedback ManagementTactical

Loop

Location/Regional

Manager

Alerted

Manager

Takes Action

Corporate / Region:

Analysis, Reports

& Alerts

Root

Cause & Patterns

IdentifiedCompany makes

changes to fix root

cause

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Analytics & Measurement


What’s the Business Objective?

• Marketing or Operational

• Customer Experience Measurement

• Reputation management

• Community management

• CSAT

• NPS

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What’s the Business Objective?

Customer

Service

Customer

Research

Customer

Satisfaction

Facilities

Monitoring

Industry

Benchmarking

Store

Manager

Reports

Real Estate

and Site PlanningMarketing

Planning

Campaign

Management

Reputation

Monitoring

Regional

Scorecards

New Market

Research

Competitive

Monitoring

Social

Listening

Risk

Management

Franchisee

Compliance Staff

Monitoring

Content

Curation

Community

Management

Service

Benchmarking

Merchandising

MARKETING OPERATIONS SERVICE

Legal

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How will you Measure Return on

Investment?

In-store Customer

Satisfaction

Marketing

Engagement

“… huge revenue opportunity in the ability of great customer

experiences to drive customer retention, wallet share, and

drive word-of-mouth.

$352,000annually

for a 300 location chain

+130%in first 90 days

Operational

Savings

+66%in first 90 days

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Feedback Management Flavors

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• Centralized vs. Decentralized

• Reputation Management

• Community Management

• Complaint Management

• Organizational awareness

• Campaign based & targeted

• Contextual / Local Marketing

Customer Examples

1. Grocery

2. Retail Bank

3. Café & Coffee

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est. 2008

mobile

customer = in-store

customer

500,000 +

2011

2013


Connecting Brands to Local Customer

Experience


Venuelabs Transforms Data into Insight

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• Integrated with 1100+ consumer

platforms

• Proprietary Access

• Sentiment & Theme Analysis

• Premier Partnerships with

Google, Foursquare,

Urbanspoon, Instagram,

Salesforce.com, Moz

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Venuelabs Software

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AboutLocalVenuelabs Analytics

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http://aboutlocal.com


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Venuelabs Software & Services

On DemandDashboards

http://connect.venuelabs.com/login

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DailyFeedback Notifications

Daily email notifications

OR


MonthlyCustom Reporting

Delivered via Email

by Venuelabs Team

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Next Steps


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Next Steps

• Do you understand the full spectrum of feedback for

your brand?

• Do you know where to find your happiest /

unhappiest customers?

• Are your current customer feedback practices up-to-

date?

• Need Help? Contact us.

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866.333.7328

Thank you.

http://venuelabs.com

[email protected]

customer feedback management feb 2015 - venuelabs

Data & Analytics

world of customer feedback

reviews2015 venuelabs

marketplace72015 venuelabs

customer service processes

cofounder of venuelabs

mobile consumer shift40

prospective customers

todays subject