customer loyalty reporting system

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Customer Loyalty Reporting System

PRODUCT OVERVIEW:

PRODUCT OVERVIEW

Customer Loyalty System Overview—Savitz versus Other Leading Systems :

Customer Loyalty System Overview—Savitz versus Other Leading Systems 3 TRADITIONAL CUSTOMER LOYALTY RESEARCH SYSTEMS Complete systems usually include the following advantages: State of the art questionnaire design Linkage to bottom line results Extensive reporting Portals for managers to access results Some disadvantages: Expensive to implement Trackers are very costly and often inefficient Lack of interactive action planning portals SAVITZ’S CUSTOMER LOYALTY RESEARCH SYSTEMS Has all the advantages of other leading systems, at less than 1/3 the cost ! Technologically advanced Very cost effective—have our own data collection platform and reporting, similar technology to Confirmit Interactive action planning portal State of the art reporting Link to Financial Performance

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Data Analysis REPORTS INCLUDE Scorecards Trend Reports Comparison to the company/best in class REPORTAL Designed to meet the needs of a range of user types (and user access permissions) from “Report Viewers” to “Report Designers.” WITHIN REPORTAL “Report Viewers” have the capacity to: View report online as is (static) Apply filters using predefined filter questions View personalized report with drill-down capability Export online report to MS PowerPoint and Excel DATA UPLOAD Daily, weekly or monthly automated upload unlimited documents and data streams. Information can be sent to Savitz for uploads or we can program for automatic upload for location sales, traffic counts, etc. DASHBOARD Dashboards allow for interactive KPI reporting and use features including interactive maps, charts, sliders, icons, gauges, traffic lights and more. Online Portal Report Functions 4

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Data Analysis DISCUSSION ROOMS Functionality that allows managers to discuss issues and action plans online and keep a full record of all discussions for future reference. DOCUMENT LIBRARIES Stores any documents, Word, PowerPoint, Excel, PDF or any other electronic format. This can include completed action planning for managers. ONLINE POLLS Feature that allows you to set up a quick poll or survey for members of your organization – to request feedback or to collect information. MULTIMEDIA LIBRARIES Stores all multimedia clips such as audio clips or video clips. This can include training videos for ongoing training for improving customer loyalty and employee engagement. Online Portal Action Planning Functions 5

THE COMPANY:

THE COMPANY

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The Savitz Organization Ranked Among Top 50 Marketing Research Firms in the United States for the last 12 years. Clients with senior executives on all projects from start to finish. Complete national and international online and traditional focus group facilities in 20+ U.S. markets and 20+ markets in Central and South America, Europe and Asia. Complete national and international quantitative capabilities including telephone, intercept and online data collection along with tabulations, graphics and statistical software. Proprietary products helping clients increase their bottom lines addressing key marketing challenges: copy testing system, optimizing advertising budgets, promotion selection, benefit bundling, optimal pricing and discounting, data mining, optimizing websites, Hispanic marketing and more. 7

The Savitz Team and Experience:

Jeff Savitz, Founder and President, Savitz Research Companies Charles Cornwell, Savitz Senior Vice President Selected Clients: Experience: 25+ years in Management Science and Marketing Research: Research Director, The Richards Group; Senior Research Manager, Pfizer Pharmaceuticals; Research Manager, CONRAIL; Research Manager, CBS Education: B.S. from Columbia University M.S. and M.B.A. from The Wharton School of the University of Pennsylvania Lecturer: The Wharton School, New York University, University of Dallas, University of Texas at Dallas and University of North Texas Experience: 20 years in Organizational Effectiveness, Employee Engagement, Customer Loyalty, Brand Loyalty. TNS Global Customer Loyalty Practice Leader, Gallup, Towers Perrin and Price Waterhouse Education: M.S., Statistics, B.S. from the University of South Carolina American Airlines, PepsiCo, Lays, Mary Kay, RAC, Mary Kay, Neiman Marcus, State Farm, Dell, Prudential, JP Morgan Chase, Cash America, JC Penney, Pfizer, Astra-Zeneca, Bank of America, Wells Fargo, Fidelity, UBS, Travelers, AIG, Arby’s, Intercontinental Hotel Group, BMW, Daimler-Benz, Victoria’s Secret, AT&T, Cox Communications, Verizon, T-Mobile. 8 The Savitz Team and Experience

Portal and Report Examples:

Portal and Report Examples

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Manager Forum Post Action Plans Best Practices Resources for Managers Example Portal

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Head Office managers landing page Latest detailed report Manager Forum 11 Links to other pages Dashboard of latest topline results Example Portal

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Comparison to Region Comparison to Company COMPANY OVERALL +3 -5 +2 -3 -4 -8 SERVICE -2 -2 +4 +6 -1 -1 FACILITY +1 +4 -8 -10 PRODUCTS -4 -5 +1 +1 -4 -3 -6 -8 -8 -9 FOCUS ON THE CUSTOMER -9 -1 -10 -10 -6 -9 Is a place I want to shop, inside and out Meeting the needs of customers is one of RT’s top priorities Overall quality is great Great value for price paid We are able to provide excellent customer service in my store Cleanliness inside the store including restrooms Great selection of food, products I would recommend this store to others Ease of finding what I was looking for Store Associates go out of their way to help me Store Associates genuinely care about me as a customer Store Associates greet me when I walk in Modern, up-to-date 57 82 82 76 53 68 77 66 66 67 57 61 42 43 2010 % Favorable Customer Loyalty Study Key Results - 2325 Marietta Boulevard (#188) 64 64 56 Store is a great place to shop I am proud to say I shop here Overall Satisfaction with company Example Reports Store Level Results What I want is always in stock -8 -9 12 SHOPPING EXPERIENCE

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CSAT ALIGNMENT* # of CSAT Drivers Same Customer Sales Increase PURCHASE EXPERIENCE PRODUCT EXPERIENCE 6 3 3 USAGE EXPERIENCE 2 ü SERVICE RECOVERY 4 ü 6 4 ü ü 2010 % Favorable CORRELATES WITH… 65 Impact on Loyalty/Connectivity Overall satisfaction Overall evaluation of product experience Impact on Loyalty/Connectivity Overall evaluation of purchase experience Overall Satisfaction 79 75 71 77 81 81 63 66 60 76 55 Example Reports Impact on Loyalty/Connectivity Overall satisfaction _ _ + + 13 81 37 32 + Impact on Loyalty Overall evaluation of service recovery experience Overall evaluation of usage experience Overall satisfaction 1 57 _ ü 6 Evaluation of all Customer Experiences shows Service Recovery has the most negative impact on customer connection as well as to customer spending. Specific attributes within Service Recovery must be examined to determine which has the most impact on customer connectivity and financial performance. Performance Evaluations versus Loyalty/Spending Impact

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Example Reports MOST SERIOUS PROBLEMS 0 2 4 6 8 10 12 14 0% 5% 10% 15% 20% 25% 30% 35% 40% Problem Incidence Customers At Risk Lack of business acumen Website not up to date and informative No coordination of resources to service us Unresponsive to requests 50% 60% Example Chart showing the impact of experiences on customer behavior by identifying the problems that are the most serious in terms of both incidence and defection risk: This analysis provides an analysis of the most serious problem as well as the combination of problems on customer risk: negative word of mouth, decreased spend. Lack of problem solving skills The problems being experienced by customers in any aspect of Service Recovery is putting anywhere from 8- 14 percent of customers at risk for defection—especially their lack of business acumen and lack of skills. 16

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Example Reports 15 SERVICE RECOVERY Total Customer Connection Financial Performance Customers with no problems: 91% totally connected; 85% purchased within the next six months 82% recommend to their friends If a customer had a problem but it was resolved : 85% totally connected; 75% purchased within 6 months , 73% recommend—some collateral damage. If a customer has an unresolved problem then only 29% are totally connected (other aspects of the relationship are more important); but there is a 60% drop in business from these customers—only 25% bought within 6 months— . only 21% would recommend—and could have huge implications via negative word of mouth communications and networking The impact of Service Recovery can be seen on customer connectivity and financial performance

Savitz’s Proprietary Customer Loyalty Model Savitz has developed a proprietary customer loyalty model that addresses both emotional and rational drivers of satisfaction, loyalty and purchase as an additional service.:

Savitz’s Proprietary Customer Loyalty Model Savitz has developed a proprietary customer loyalty model that addresses both emotional and rational drivers of satisfaction, loyalty and purchase as an additional service.

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Diagnosis Proprietary projective questionnaire design techniques Rational and Emotional Customer experience measures developed from input Baseline Measurement Quantitative Research to identify drivers of loyalty Measures Performance of Key Competitors Action Planning Six-Sigma Based Meeting Uncovers Actions Needed To Drive Customer Behavior Continuous Tracking Periodic Measurement Tracks Improvement On Key Loyalty Drivers Analysis/Reporting Prioritizes experiences to focus on for maximum ROI and market share increases Our Process

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Purchase Experience Product E xperience Usage Experience Rational Connection (Total Customer Experience) Customer Relationship (loyalty, trust) Emotional Experiences Emotional Connection Total Customer Connection Impact on Satisfaction Impact on Performance Our Path Model Was Built to Link Loyalty Connections to Performance This is a path model from which we derive the impact of each touchpoint. Financial Performance Impact on Loyalty Service Recovery

Questionnaire Design:

Questionnaire Design 19 Our proprietary customer loyalty model is built with questions using four modules that include customer touchpoints, relationship, market behaviors and performance questions to tie to ROI. Total Customer Experience Brand/ Reputation Services Products Employees Price Customer Relationship Management Engagement Emotional Rational Disengagement Customer Market Behavior Satisfaction Recommend Purchase Share of Wallet Retention/ Defection Bottom Line Performance Brand Equity Revenue Profitability Market Share ROI