ExperienceCounts.

“Real feedback, Real insights, Real change!”

If you want more sales, you don’t want satisfied customers.

You don’t want them because the chances of them coming back aren’t very good. They’re also not very likely to recommend you to any of their friends.

You need to create an experience that wows them. An experience which is memorable – something they can’t get elsewhere – an experience they want to tell their friends about – an experience that takes them beyond satisfied.

You probably spend money on the radio or television, in the newspaper or magazines – or maybe up on a billboard telling your customers you offer something great. You probably invest thousands of dollars making a brand promise to your customers – telling them that when they deal with you it will be fun, friendly, easy and lovely, that you’re expert, efficient, reliable or tech savvy.

Hopefully that advertising works for you, but, and it’s a big BUT – your customers won’t form their impression of you from advertising, they’ll form their impression of you from the experience they get in store. It’s not what you say to them that will make or break their opinion of your brand, it’s the experience that counts.

You invest in making the brand promise. How much do you invest in measuring that the brand promise is being delivered?

Experience counts. For more than a decade we’ve been developing mystery shopping and customer experience research pro-grams designed to tell you exactly what delights and disappoints the people who give you their money. We’re an Australian company, and our systems, processes and programs have been developed in Australia for the Australian market. We’ve helped many of this country’s leading brands understand exactly what it is they’re delivering to their customers and how they can create a dialogue with them by giving their customers a voice. We’d love to help you listen to yours.

What We Do.

Are you measuring performance continuously?

Of all customers? At each touch point?

Are you a learning

organisation?

“Do happy customer service

staff create happy customers?”

Here’s some of the things we do:Mystery ShoppingWe don’t send mystery shoppers to a store so you can read data. We send them so you can action change – and we’re the best at it.

Our mystery shopper programs take a snapshot of your brand in action. We base them on your key performance indicators and key drivers of customer satisfaction. Ideally, we would undertake some initial research to work out what turns your customers on and off before designing a mystery shopping program with these things in mind.

We have the most experienced, reliable and qualified team of mystery shoppers in the country. We have the most checks and balances in place to ensure the integrity of the data we provide, but most importantly, we’re the best at helping you understand the results. We ‘get’ what it’s like working in retail, so we know what you need to make your Mystery

Shopping program “fly” at the front line. Our reporting is designed to help you use the information – to help you help store teams to do things differently or better.

Voice of the Customer ProgramsCustomer research shouldn’t be something you do every few years. You need to know how the engine of your business – your customers – are feeling all the time.

You need to know what the clanging noises are under the bonnet. You need to know what they think of the ride, the handling and the scenery at different parts of the journey. If you really want customers who keep coming back and who’ll spruik you to their friends, you need to have a relationship with them.

Feeding ten people sandwiches in a focus group every three years is not having a relationship with your customers. It’s a trip to the zoo. If you want people to come back, spend more and recommend you to their friends, you need to do more.

Our Voice of the Customer programs help you understand and improve the customer experience by knowing what’s working and what’s not by assessing overall satisfaction and loyalty levels. They help you identify and understand systemic problems which won’t rear their heads with singular research projects, and they close the feedback loop between management, consumers and frontline staff.

In these days of social media unhappy customers can broadcast their dissatisfaction with your brand to an audience of thousands within a few hours. This makes it vital to give customers a forum to talk to you directly.

The Realise Group Business Growth & Improvement

Real Engagement with customers at the point of experience

Real Feedback using the customers preferred channel (phone, email, web, form, text)

Real Insightswith meaningfulinterpretations

Real Changewith immediateand strategic actions

Net Promoter Programs (NPS)You may be aware of the value of calculating a ‘Net Promoter Score’ (NPS) for your business. Put simply, it’s an indicator of what percentage of your customers are ’promoters‘ (defined as those who would actively promote you to their friends or colleagues), and what percentage are ’detractors‘ (defined as those who don’t say very nice things about your brand).

It’s a very useful metric that can help your organisation focus on operational processes which maximise promoters and minimise detractors. Our key people hold Net Promoter Associate Customer Loyalty Certification and we can assist your organisation to implement a Net Promoter Program or calculate your Net Promoter Score as part of your Voice of the Customer program.

Reward and Recognitions Programs

Your customer service staff are not robots. You can’t force them to smile with a computer program. You can’t make them have a good day.

The best way of getting staff to reach their sales peak is with a carrot.

The best performance comes from employees who are engaged, motivated and happy. A well designed reward and recognition program will ensure your staff are fully-briefed about what is expected from them, how they are being measured and understand the thinking behind the measurement program. The frontline team are the ones who will make or break the customer experience for your organisation. It’s essential they are on-board and motivated.

Peer recognition is extremely powerful, and while rewards and prizes can be well-received , often it’s peer recognition (seeing their name “up in lights”) and feeling pride in being recognised asa top performer that creates themost excitement for team members.

Happy, loyal staff members create happy, loyal customers.

Field Agent Want thousands of people working for you that only get paid when needed? At The Realise Group we have the App for that!

Field Agent provides immediatefield intelligence and consumer insight by utilizing technologies built into the iPhone. We have Agents Australia wide who have downloaded our free App and are standing by 24/7 to provide you with the information you need from the field.

Our process begins by someone requesting specific information via our website. We broadcast the request to iPhone users in the field, who we call Agents. The Agents use their iPhone to return the requested info, which we pay them for.

The possibilities for this App are endless – from market research, data audits and collection, in-store photos, opinion polls and surveys in every location you do business.

Is feedback delivered to all levels of your organisation?

More of What We Do.

Some customer experience companies are run by bankers. Others are run by economists. The Realise Group is run by people who’ve spent their lives understanding customers. That experience counts for a lot. We understand what it’s like to be on the front line serving customers because we’ve been there before. It makes a massive difference to the way we do things.

Our background means we’re not just here to give you data, we’re here to help you interpret the numbers and then use the findings to enact change in your business. It’s hard to do mystery shopping well. It’s hard to manage a field force all over this large country. It’s hard to design a questionnaire to make sure the information you’re getting back is useful. It’s hard to be flexible enough to design each program slightly differently to make sure it meets our clients’ individual needs. It’s hard, but we’re incredibly good at it. In fact, our clients will tell you we’re better at it than anyone else in this nation.

We’re also easy to deal with. We like working with you. We’re not boring. We’re ‘people’ people – not ‘numbers’ people (we actually do have some people who are extremely talented with numbers, statistics, weightings, groupings, deviations, and norms, but we lock them in a cupboard with a computer where they can’t bore you).

We don’t charge ‘inconvenience fees’ because we don’t see you as an inconvenience. You might get the impression that some mystery shopping and customer research companies do.

Most importantly, we know what it’s like to deliver outstanding customer service. We understand your staff. We know what motivates them. Our goal isn’t to make their knees tremble in fear, it’s to make them enjoy their work more and to brighten their day.

Happy customer service staff make happy customers. We know that, because we talk to customers every day.

Why We’re Different.

Are you delivering what your customers

want, or what you think they want?

“Do we havethe tools in place

to measure our moments

of truth?”

Our clients come to us because we’re the best. They stay because they love us. Many have been with The Realise Group since day one. We love our clients and we’d love to count you as one of them. These are some of the things they’ve been saying about us.

What they’re saying about The Realise Group :

“We receive exceptional service from The Realise Group.

I find them easy to deal with, professional, happy and cheerful to accommodate

special requests as and when we need them. I would not hesitate to recommend the

Group as a Mystery Shopping supplier.”

Red Rooster

“From a global perspective our company rated it as outstand-ing and one of the best Mys-tery Shopping programs we have seen. From our experi-ence with The Realise Group,

we would have no hesitation in recommending them as your Mystery Shopping Company ”

Estee Lauder

Who We’ve Worked With.

“I think I know what the customer

is experiencing but do I really?”

“The customer service we receive from the Realise

Group is fantastic. They are responsive and always available. They are quick and helpful with queries, creating new reports,

and helping us to ensure all data is correct. They understand our

business and are great at anticipating our needs.”

Foodco Group

“Do we regularly

re-evaluate our products & service?”

“The Realise Group provide flexible and comprehensive

reporting and quick turnaround of results. Furthermore, they are

reliable and easy to deal with and have a “make it happen” service approach that allows us to react

quickly to changing needs.”7 Eleven.

“Everything is managed professionally and

efficiently and no request is too much trouble. They have also used

their expertise to recommend changes

to the program which have been very

well received by the network.”Tatts Pokies

Some of the brands we’ve worked with lately…

“What are our customers

saying about us on social

media sites?”

1. How much?Our programs are designed specifically to meet clients’ needs, so each program is different and priced differently. The kinds of things which impact costs of Mystery Shopping are the number of sites you want Mystery-Shopped and how often (there are economies of scale in larger numbers or higher frequencies), what you need the Mystery Shopper to do and how long that will take, the extent of verbatim comments required, and any restrictions or special requirements around how, when or where the Mystery Shopper can do the assessment.

The complexity of reporting required is also a factor that will impact the price. Pricing for Voice of the Customer programs is impacted by how the data is gathered, how often and in what format the data is returned to you. The best way to get a feel for the likely cost of a program that will work for your organization is to tell us what you’re looking for and let us come back to you with an estimate of costs.

2. How often should we conduct Mystery Shopping?As frequently as you can. One Mystery Shop at a particular store or site is better than nothing, but it is only one moment in time. You need a continuous measurement to see a trend, and you need a number of assessments to put together a real picture of what is being delivered at that store on a regular basis. We genuinely believe that Mystery Shopping each site at least monthly is ideal to give you trustworthy information and help you use the program to drive change, not just collect data.

3. What sort of reporting do you provide?

The reporting is designed around what you want. We have a standard suite of reports which meet most of our clients’ needs but our reports are designed to be user-friendly and to help you use the information to make changes. Some reports are designed to be used as training tools.

Reports can be made available online, with tiered access so everyone in the organisation can see the information that is relevant for them. Detailed statistical analysis and deep dives of the information can be provided.

4. How flexible are the programs?

Can we change something if it’s not working?

Of course! We want to make sure the programs are working for you, so if something needs tweaking, we’ll tweak it. Some programs are even designed to have components which change regularly. We get that you have changing needs and that a program designed today is not necessarily the program for tomorrow.

Who We Are & FAQs.

Get in Touch.

“How de wemeasurebusinesssuccess?”

Got a question? Want to know if we’re the right fit for your company? We’d absolutely love to hear from you. Get in touch any of the following ways:

Visit us onlineWeb: www.therealisegroup.com.auEmail: realise@therealisegroup.com.au

Find usDocklands Cotton Mills Suite 53, 91 Moreland Street Footscray, Victoria 3011, Australia

Phone UsTelephone + 61 3 9687 2360 Facsimile: + 61 3 9687 2431

“Your most unhappy customers

are your greatest source of learning”

Bill Gates