Measuring Your Customers Experience by Singapore Service Academy

Singapore Service Academy
Measuring Your Customers’ Experience
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
www.SingaporeServiceAcademy.com
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Executive Summary
• Your Brand
• The Problem
• Are You Aware
• The Truth
• The Reality
• Our Solution
• The Magic
• Your Alternatives
• The Smart Choice
• What You Should Do Now
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
First You Created A Brand
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DIfferWorld Pte Ltd
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And You Put Your Brand Here
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DIfferWorld Pte Ltd
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Then Your Brand Moved Here
Copyright 2010
DIfferWorld Pte Ltd
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Now Your Brand Is Here
Copyright 2010
DIfferWorld Pte Ltd
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And When Things Go Wrong
As They Often Will
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DIfferWorld Pte Ltd
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And Impact Your World
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DIfferWorld Pte Ltd
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This Is What They Say About It
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DIfferWorld Pte Ltd
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You Once Had Control Of
Your Brand; Now People Do
Copyright 2010
DIfferWorld Pte Ltd
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Perception For Better Or
Worse Is Truly Reality
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DIfferWorld Pte Ltd
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…Or
Will Recreate You
“The Conversation”
“The Conversation”…
You Either Create
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DIfferWorld Pte Ltd
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The Problem Ho
inc w
int re do
so erc asin you
w cia on gly in
o r l m ne th
ld is
… ed cte
ia d,
ba
se
d
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
The Problem 2. Attract
New
Customers
1. Retain 3. Establish A
Your Stronger
Existing Brand
Customers
4. Gain A
Competitive
Edge
5. Boost Your
Overall
Profitability
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Are You Aware
Copyright 2010
DIfferWorld Pte Ltd
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Are You Aware
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Are You Aware
Copyright 2010
DIfferWorld Pte Ltd
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Are You Aware
Copyright 2010
DIfferWorld Pte Ltd
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Are You Aware
• 92% of your potential customers research you online”
– BIG Research
• Reviews are the #1 factor when considering you

– Avenue A, eMarketier
• 72% of online shoppers say that web reviews and

ratings on company websites and elsewhere
influence their purchase decisions more than any
other factor.”
– 2010 Social Shopping Survey by the e-tailing Group
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
The Truth
• The world has changed, social utilities have enabled
your customers and potential customers to share their
experiences and engage in conversations without your
active participation and no control on your part. The
opportunity you have available to you is to fast become
a part of these conversations and use platforms like
Rate Your Experience to create these conversations.
These Social Utilities platforms present a significant
opportunity, but only to those who embrace them now.
– Manoj Sharma, Singapore Service Academy
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
The Reality
• Technology is shifting power away from the editors, the
publishers, the establishment, the media elite. Now it’s the
people who are taking control
– Rupert Murdoch, News Corp & MySpace
• 14% of people trust ads, 78% of people trust consumer

recommendations
- Nielson Survey
• Is your business wired, tired or on the verge of being expired?

– SEMA Online Marketing Conference
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Our Solution
• We Measure Your Customers’ Experience
through Social Media, Social Buzz and by
Creating In-Depth Customer
Conversations
• We assist you Create World Class
Cultures Of Service Excellence through
Fully Customized Initiatives
• We show you your ROI and Recommend
Your Next Steps
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
The Magic
• Our Rate Your Experience technology
• Through which we first measure The Commonality
of…
– People
– Products and/or Services
– Processes, Procedures and/or Policies
– Physical and/or Virtual Environments
– Other Components
…which gives your organization a benchmarked
Customer Experience Rating
• And then we measure The Specifics which make
your organization distinct
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Your Alternatives
• Do nothing and let the social media complaints
retire & expire your organization
• Spend way too much money on Advertising,
Branding & PR campaigns that won’t even address
the problem
• Sit around think about and discuss it endlessly while
your competitors move forward
• Hire someone to do it internally to poor effect
• Tell us you will get back to us because you have
other priorities
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
The Smart Choice
• Engage us now to get you Wire & Hired through our…
– Rate Your Experience technology
– Brand Audits
– Mystery Shopping
– Focus Groups
– Customer Satisfaction Surveys
– Employee Satisfaction Surveys
– Industry & Organization Benchmarking
– Compliance Checks
– Rewards & Recognition Services
• That are supported by fully customized
Creating A World Class Culture Of Service Excellence initiatives
Copyright 2010
DIfferWorld Pte Ltd
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What You Can Do Right Now
• Say You Are Very Interested
• Ask Us Lots Of Probing Questions
• Trash Out Costs And Agree To Get
Started Right Now
• So that you can get us to assist you…
1. Retain Your Existing Customers
2. Attract New Customers
3. Establish A Stronger Brand
4. Gain A Competitive Edge &
5. Boost Your Overall Profitability
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved
Thank You!
• Manoj Sharma
– Manoj@SingaporeServiceAcademy.com
– (65) 6338 5669
• Andy Tay
– Andy@SingaporeServiceAcademy.com
– (65) 9366 4980
• Kelvin Chan
– Kelvin@SingaporeServiceAcademy.com
– (65) 6338 8979
Copyright 2010
DIfferWorld Pte Ltd
All Rights Reserved

Measuring Your Customers Experience by Singapore Service Academy

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Singapore Service Academy

Measuring Your Customers’ Experience

• Reviews are the #1 factor when considering you

• 72% of online shoppers say that web reviews and

– Manoj Sharma, Singapore Service Academy

• 14% of people trust ads, 78% of people trust consumer

• Is your business wired, tired or on the verge of being expired?

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