Discover How to Build a True Picture of your Customers

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1 Adam Janes CX Consultant Discover How to Build a True Picture of your Customers Marc Fulner Product Manager Sylvia Holmes Tasker Complaints Manager Adam Markham Market Research Executive

2 Our Mission is to Create Ravers

3 THINGS HAVE CHANGED...

4 BUT MOST COMPANIES DON T GET IT...

5 As a customer... How often do you get asked to take a survey? How often do you take that survey? Even though you have something to say?

6 Surveys... What only a few consumers think A dangerous approach to decision making A high risk approach to customer retention

7 EMOTION is the only PREDICTOR of future BEHAVIOUR

8 EVIDENCE IN FAVOUR OF EMOTION Customer behaviour is influenced more by emotion than reason Employees have a major impact on this as well as their continued loyalty Employee behaviour is influenced more by emotion than reason 35 years of research by

9 We allow customers to speak for themselves

10 SCENARIO... You re sat in a café And you want to tell the brand how you feel...

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12 It was alright Well the advisor was really unhelpful and kept putting me on hold to get advice which took ages. Our sentiment engine uncovers insight in real-time Guiding your customer tactics, operations and strategy

13 Response rates that LEAD the industry Ensuring you hear from EVERY corner of your customer base

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16 DEPTH OF INSIGHT How much actionable insight do we give customers?

17 OUR BIG POINTS OF DIFFERENCE 1 Customer emotion over company survey 2 Brilliant Engagement 3 Addressing the silent shopper

18 Our Guarantee We'll help you save more customers than anyone else. Multiple Awards 300M Customer Interactions 50 Countries

19 WORLD LEADING BRANDS TRUST US

20 Discover

21 DISCOVER Intuitive Dashboard and Reporting USING WHAT THE CUSTOMER SAYS TO IDENTIFY: Reasons for satisfaction Aggravating issues Root causes Must do actions Trend performance Fast implementation without need to design lengthy survey questions

22 DISCOVER Putting control into your hands... The goal is to turn data into information, and information into insight. SELF-SERVICE Create customised reports bespoke to your needs MULTILINGUAL NAVIGATION Have tabs and toolbars in different languages RESPONSIVE DESIGN Access Discover from any device AUDIT Maintain an audit trail to track report activity KEY DRIVER ANALYSIS Identify the most significant influencers of customer satisfaction REPORT DISTRIBUTION Schedule customised reports to be shared across your business

23 DISCOVER What s in it for you? Surface insights that matter most Self-serve to interrogate your customer feedback data your way and build customised reports to drive insight into the areas that matter most to your business. Invest wisely Our key driver analysis tells you what impacts your customer's experience the most, so you can prioritise improvements that will deliver maximum value. Insights in your world Our suite of pre-populated reports and configurable fields allow you to effortlessly generate reports that are bespoke to your business needs. Always in the know With responsive design, you can access Discover from any device so you have the information you need at your fingertips, anywhere, anytime.

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25 DISCOVER Sentiment Tree

26 DISCOVER Discover features and benefits... FEATURE BENEFIT Consolidate data from multiple sources into a single application Identify emerging trends and correlations Slice, dice and search across your whole combined data sets Explore associations within your data Self serve to create your own custom reports and visualisations Surface relevant insights and respond immediately to business change Access and create reports on any device Have the information you need at your fingertips, anytime, anywhere