Use Insight Magnet to track and manage customer satisfaction.
Use Insight Magnet to turbo-charge your existing NPS program.
Get a 360o view of the customer that includes transactions and interactions.
You want to track customer satisfaction after every interaction you have with your customers. Be it after receiving and order, completing a support call, enjoying your hospitality, completing a claim or any other interaction. You want to know who amongst your customers is happy, who is likely to recommend or renew your services, and, what factors are driving the satisfaction or lack of it. You want to know this in real-time and wish to trigger other business processes such as an in-person follow-up or remedial measures for extreme cases. You want to be able to track the effectiveness of any management decisions you implement in response to the feedback and be able to manage the customer satisfaction along established metrics and Key Performance Indicators. And, last but not least, you want to be able to do this every morning with your first cup of coffee without having to make additional phone calls or email follow-ups.
Insight Magnet does all that and more. We receive nightly updates of “transactions” for that day from your CRM system -- these could be completed orders, completed claims, or, completed interactions that you wish to track. We load these into a Customer centric warehouse that we build and maintain for you. Based on your rules, an email invitation is sent to the respective users and feedback is sought on the interaction. Being customer centric, you can set rules such as how often you would like a survey mailed, what type of survey to send, which questions to ask, what follow-up if any to trigger based on the responses. Customers who receive the invitation can answer the survey and the feedback is immediately analyzed (translated back to English if you are using multi-lingual surveys), alerts and follow-ups are triggered, and, insights extracted. The feedback from the users is available immediately to be used in business decisions.
Executives get dashboards to start their day knowing what if any needs their attention based on the feedback from the day before. Trends and patterns are analyzed and anomalies are flagged for attention. Each dashboard has a drill-down path where an executive can get all the questions answered about the who, what, when, why and how needed to establish the context around the insights.
Analysts get a powerful and sophisticated workbench to ask any question based on the feedback data. Starting from summarized high level analysis, faceted analysis does the job of hand-holding the analysts as he/she iteratively tries to research the “question of the day”. What-if scenarios can be analyzed and feedback data is always available to be exported to any other system to trigger a follow-up when needed.
A variety of stakeholders within your organization can get their customized view in the system. Be it product managers, sales teams or support staff, they will have the most recent feedback from customers at their fingertips to cross-reference any issue or decision they are dealing with.
Insight Magnet supports various environments such as Business to Business (B2B), Business to Consumer (B2C), and, end customers managed by an intermediary (B2B2C). The feedback is always collected from individuals. When deployed in the (B2B2C) model, you have additional flexibility in deploying surveys and analyzing results based on the intermediary. You could even make the results available to your intermediaries in a silo where they get to see only their results. Insight Magnet can also be used in a White Label mode, where your intermediaries can connect with their customers using their brand, while you can maintain visibility into the feedback generated.
Net Promoter Score is a widely used metric from tracking Customer Satisfaction and Loyalty. If your organization is using Net Promoter, the NPS quickstart is a great offering to turbocharge your paybacks from your existing investments.
You are already familiar with Net Promoter and are using the score as a company wide metric. You’ve perhaps been to training seminars and hired expensive consultants to learn the benefits and understand the best practises. You are sending out periodic surveys to measure the satisfaction rating and can report the score at the organization, business unit and product line level.
But you wish you could do more with the captured responses and link subjective feedback to the numeric satisfaction ratings. You wish there was a better way to get to the root cause and find out what are the core reasons behind the changes in the score. You wish to provide specific recommendations to business heads that will improve their scores. You want to be able to focus on the low hanging fruit, where small changes can result in high impact improvements. You want to be able to research a customer segment to find a “needle in the haystack”, where it may not be an apparent trend visible in the variations of the score, but is some individual feedback hidden deep down into the captured responses.
NPS Quickstart is a solution tailored to this scenario. We do not change or replicate anything that exists in your current environment, but focus on adding value to what you have already captured. We receive a file of nightly transactions from your survey. This includes the customer and context information along with the survey responses. We can translate responses back to English if you have feedback from customers in languages other than English. We load this data into a customer centric warehouse that is designed and maintained exclusively for you. Our analytical engines to to work and analyze the data with specific focus on Net Promoter Score. You get a set of customized dashboards (some of which you might already have) as a starting point. An analyst can then use this starting point to perform any research task on hand. Full drill-down is available right down to the captured responses. Our inference engines will start flagging trends, patterns, anomalies and variations from norms as data over a sufficient time period becomes available.
Custom reports can be generated based on the scope that you define. You can enable access to the tool for department heads, process champions, line managers. Every one of the users will have an easy way to get to the data they are authorized to see in the format that best suits them. The reports can also be emailed to them if that is the preferred dissemination method in your organization.
At any point, if you wish to have us do the surveying for you, switching over is easy. And it comes with a host of sophisticated functionality that will enable you to engage with your customers in a very personalized and focussed approach.
See for yourself how Bob started using this service.
You have a CRM system that tracks sales and support. You can at any time, go to this system and get the status of the transactions related to a customer, group or product. You also have other customer facing systems that capture interactions with customers. Perhaps, you are doing a regular customer satisfaction survey. Your inside sales teams are tracking their efforts and customer/prospect feedback in the CRM system. Internal documents are generated weekly to apprise senior management and Business Unit heads of the cross functional status. You are running marketing programs and participant feedback is captured. Product Managers are engaged with customers/prospects to review the new product in development or gather requirements for the product roadmap.
Now, the CEO is going on a roadtrip to meet with key customers. Her chief of staff wants to create a briefing book that contains all information pertaining to these customers -- all information includes transactions and interactions. What have they bought from us? What are we pitching them? How many time and why have they called support? Who from our team has been in touch with them? What events did they attend? What was their feedback? Who from customer side have been in touch with us? And most importantly - what are they saying? Why are they happy or not happy? What’s on their mind?
For most organizations, the first part is easy. They can generate the timely and accurate data for all the numerical questions. Sales, number of support inquiries, attendance rosters for marketing events are all inputs that flow into this. Its gets a little blurry when it comes to interactions, feedback, opinions of individuals you interact with. Sales or customer facing teams are called out to fill in the gaps and what you get is a subjective, summarized and incomplete view of reality. Good CEOs and executives are well versed in playing with this handicap and will do the best with what they are given.
A comprehensive view across all touch points is essential to get a complete picture of a customer, region, or organization. Customer 360 provides a complement to your existing CRM system, where we can provide you that complete view which is lacking in most organizations.
We start by identifying existing customer touch points. Next we look at what is captured during the interaction and follow it to the source. We start defining pathways from the captured data into the customer centric warehouse designed and built exclusively for you. This can typically involve importing existing survey feedback data, support cases, feedback data from events, weekly reports being sent out by email or posted to the Intranet. Insight Magnet can handle any form of text and numeric data as long as it has the context and scope defined. If Insight Magnet is currently doing your surveys, this process is very seamless as there is nothing to do your part. Next, we look at touchpoints with no data capture to come up with a plan to capture timely and objective data.
The data is loaded nightly into the customer centric warehouse. Feedback is translated back to English if the capture language is not English. The data is indexed and organized in the context of the author, customer, time segment and business units. The analysis, segmentation and inference engines analyze the data. The time taken depends on the volume of the data and the depth of required analysis But the goal is always to have the most current data available with your morning coffee.
Access to Customer 360 is usually very strictly controlled and users get access to the segments they are authorized to view. Users can then subscribe to information feeds based on their roles or areas of interest. Automated reports and alerts can be triggered at the conclusion of the nightly processing and most users have what they need to view waiting for them in their inbox.
So now a product manager looking for competitive intelligence can look up the pre-sales notes for the past 90 days (which include both won and lost deals) and find out which competitors are frequent visitors in your current opportunities. She can further analyze if this is a trend localized to a certain segment, geography, deal size or a type of product mix. She has access to the trends over time to get meaningful intel on strategies used by competition. All this without having to call sales guys or attend 13 weekly sales calls (1 per week for a quarter).
The primary value of Customer 360 is in cross-functional pollination of relevant information. When what happens in marketing impacts sales, when support needs insight into sales and product management, when services needs to be in tune with contracts and development, Customer 360 is a terrific platform to get the information (that is already in some silo in your organization) to the right people at the right time.