loyalty calculator and emotional service as a pledge of effective sales
TRANSCRIPT
APPROACH 360°
1
360°
360°
360°
360°
360°
360°
4SERVICE
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WHAT IS A SERVICE?
4SERVICE
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SERVICE IS ...4SERVICE
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QUALITY SERVICE: BENEFITS FOR EVERYONE
FOR MANAGER
FOR COMPANY
FOR CLIENT
FOR EMPLOYEE
GROWTH of indicators
POSITIVEemotions
MONEY 4SERVICE
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WHAT IS YOUR PROFIT: NPS
"BAD" PROFIT "GOOD" PROFIT
CRITICSPROMOTERS
4SERVICE
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+ + = loyalty
LOYALTY CALCULATOR4SERVICE
NPS AND SERVICE LEVEL
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24.4%
3,88%
28.4%
35.3%
27.2%
36.9%
40.4%
68.9%
34.7%
CRITICS PASSIVE PROMOTERS
16.0
65.1
6.3
NPS INDEXNUMBER OF
RESTAURANTS
624
103
5214SERVICE
1. Number of clients by category 3. Average check:
2. Number of recommendations among customers
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PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE NPS. ENTIRE CHAIN
CRITICS(SCORE 1-6)
NEUTRAL(SCORE 7-8)
PROMOTERS(SCORE 9-10)
152 220 252
252 RUBLES
-5 0 3ANTI-RECOMMENDATIONS RECOMMENDATIONS
4. Increase of income/loss of profit
-1024 RUBLESCONTACT FOR ANALYTICS IN 4SERVICE
HERE COULD BE YOUR AVERAGE CHECK
4SERVICE
252 RUBLES
1. Number of clients by category 3. Average check:
2. Number of recommendations among customers
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PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE
CRITICS(SCORE 1-6)
NEUTRAL(SCORE 7-8)
PROMOTERS(SCORE 9-10)
148 192 181
-5 0 3ANTI-RECOMMENDATIONS RECOMMENDATIONS
4. Increase of income/loss of profit
-50 432 RUBLES
Location without Stars service - 521 (according to the results of one unique visit)
Calculator data show the loss of income or growth per 1 visit, that is, to obtain the correct data to this value multiplied by the average number of visits of 1 client to the institution (per month/week/year).
CONTACT FOR ANALYTICS IN 4SERVICE
HERE COULD BE YOUR AVERAGE CHECK
4SERVICE
256 RUBLES
1. Number of clients by category 3. Average check:
2. Number of recommendations among customers
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PREDICTION OF INCOME DEPENDING ON LOYALTY OF THE CUSTOMER BASE
CRITICS(SCORE 1-6)
NEUTRAL(SCORE 7-8)
PROMOTERS(SCORE 9-10)
4 28 71
-5 0 3ANTI-RECOMMENDATIONS RECOMMENDATIONS
4. Increase of income/loss of profit
49 408 RUBLES
Calculator data show the loss of income or growth per 1 visit, that is, to obtain the correct data to this value multiplied by the average number of visits of 1 client to the institution (per month/week/year).
Location with Stars service - 103 (according to the results of one unique visit)
CONTACT FOR ANALYTICS IN 4SERVICE
HERE COULD BE YOUR AVERAGE CHECK
4SERVICE
NPS AND SERVICE LEVEL
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16.0
65.1
6.3
NPS INDEXNUMBER OF
RESTAURANTS
624
103
521 Locations without Stars service
+/-0% to check
+ 31% to check
-31.5% to check4SERVICE
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EMOTIONS AND SERVICE4SERVICE
NHS
NPS
NHS
NPS
0%
19.0%
25%
21.0%
27.0%
57.0%
54.0%
59.0%
55.0%
24.0%
21.0%
20.0%
18.0%
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CORRELATION OF STAFF NHS AND CLIENT NPS
"How happy were the employees you met in the outlet during this visit, on a scale 0 - 10?"
*How happy was the employee who served you?
100%
Q2
Q34SERVICE
WHAT DO THEY FEEL?14
The success of any company depends on the emotional state of staff
Money may attract, but does not retain the specialist
THEY ARE MOTIVATED BY:
• freedom and autonomy• interesting projects • public recognition of their professional success• career development• positive changes in the work • sense of personal contribution and their achievements4SERVICE
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WORK OF THE COMPANY AND HIGH SALES
EMOTIONAL SERVICE AS A PLEDGE OF EFFECTIVE4SERVICE
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EMOTIONAL STATE
OF EMPLOYEE
QUALITY OF SERVICEOF A CLIENT
READINESS TO RECOMMEND
CHAIN
IMPACT IMPACT
CRITERION:TOTAL INDEX
CRITERION:NPS INDEX
METHODOLOGY
CRITERION:HAPPINESS INDEX (NHS)
PALETTE OF EMPLOYEE EMOTIONS PALETTE OF CLIENT EMOTIONS
4SERVICE
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INDEX OF HAPPINESS. NON-FOOD RETAIL. 3 quarter, 2016.
5%
49%
46%
1-6 (absolutely not happy)
7-8 (neutral perception)
9 -10 (absolutely happy)
How happy was the employee who served you
*number of estimated staff - 410
4SERVICE
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Energetic Calm Cheerful Friendly Optimistic Indifferent Restrained Confident Enthusiastic Soulful Weary Angry Exasperated Sad0.0%
25.3%
21.8% 21.2%
12.9%
5.8% 5.0%3.0%
1.9% 1.1% 0.6% 0.6% 0.3% 0.3% 0.3%
68.9%
24.8%
6.3%
PALETTE OF EMPLOYEE EMOTIONS OF MOBILE OPERATOR. INDUSTRY
What emotional state, in your opinion, had the employee who served you?
* number of estimated staff of the networks MTS, Beeline, Megafon, Tele2 - 1 420, 3 quarter of 2016
CRITICS NEUTRAL PROMOTERS
4SERVICE
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PALETTE OF CLIENT EMOTIONS. LOGISTICS AND COMMUNICATIONS
EMPLOYEE MOOD & CLIENT MOOD
Уверенный Энергичный
Жизнерадостный Оптимистичный
Душевный Веселый
74%67%
62%60%
40%35%
Уставший Раздраженный Безразличный
Нервный Нетерпеливый
Растерянный Спокойный
49%44%
35%35%
23%16%
14%
DELIGHT
GOOD MOOD
PLEASANT SURPRISE
NEUTRAL STATE
DISSATISFACTION
DISAPPOINTMENT
IRRITATION, ANGER
*number of estimated staff - 4780, 3 quarter of 2016
4SERVICE
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CORRELATION BETWEEN EMOTIONAL STATE AND IMPLEMENTATION OF SERVICE STANDARDS. CLOTHES AND SHOE SHOPS
Welcomed you, said goodbye to you, invited to come again
Tried to find the right product
Told in details about the characteristics and parameters of a product
Tried to keep a laid-back conversation
Actively offered additional products (accessories, extra service, etc.)
Was deeply interested in your situation
Smiling, joking
83%
86%
82%
71%
69%
60%
56%
72%
39%
44%
22%
17%
6%
28%
14%
14%
14%
14%
0%
14%
0%
NEGATIVE NEUTRAL POSITIVE
WHAT DID THE EMPLOYEE?SHARE OF
ACTIONS PERFORMINGREGARDLESS OF EMOTIONS
77%
74%
71%
60%
56%
48%
48%
*number of estimated staff - 380,3 quarter of 2016
4SERVICE
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CRITICS(SCORE 1-6)
NEUTRAL(SCORE 7-8)
PROMOTERS(SCORE 9-10)
23% 37% 40%1%
2%
6%
49%
83%
85%
84%
1%
9%
46%
42%
12%
13%
14%
98%
90%
48%
9%
4%
2%
2%
DELIGHT
PLEASANT SURPRISE
GOOD MOODNO EMOTION
(NEUTRAL STATE)DISSATISFACTION
DISAPPOINTMENT
IRRITATION ANGER
NPS OF EMPLOYEE
97%
88%
42%
-40%-79%
-83%
-82%
Loyalty to the employee:
17%
How likely is that you would come back to that employee and recommend to address him to your friends and acquaintances?
CORRELATION BETWEEN THE CLIENT'S EMOTIONAL STATE AND NPS LOGISTICS AND COMMUNICATIONS
MOOD OF THE CUSTOMER
*number of estimated staff - 4780, 3 quarter of 2016
4SERVICE
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TECHNIQUE
Possible techniques:• Mystery Shopping• Polls on exit• Calls after the purchase
We ask further questions about:• Emotional state of employee• Emotions transmitted to the client by employee• Emotional state of client at exit4SERVICE
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TECHNIQUE
We analyze:• Correlation of the employee's emotional state and the quality of his work• Correlation of the emotions of employee and their impact on the emotions of the
customer• What actions and emotions of the employee makes the customer promoter• Recommendations on what to emphasize, that the client was happy
It gives the chance to the manager:• To see the employee and his emotions through the eyes of
the customer• To react quickly and adapt the emotional climate• To impose additional rules and creative approach in the
servicing4SERVICE
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INFECT WITH EMOTIONS!4SERVICE