100%  of  your  profits  come  from  your  customers!  

100%  of  future  profits  will  come  from    

today’s  happy  customers  and  their  friends!    

You  may  have  an  inkling  of  a  problema?c  situa?on    or  issue  but  li@le  evidence  besides  a  hunch.  

Why is CustomerConnex important?  

The cost of ignoring one unhappy customer  

“United  Breaks  Guitars”  

 In  2008,  musician  Dave  Carroll  was  flying  United  Airlines  when  a  passenger  si?ng  next  to  him  exclaimed  that  the  baggage  handlers  were  “throwing  guitars  out  there.”  

 Carroll’s  guitar  was  broken.  He  spent  the  next  nine  months  in  a  service  maze  pursuing  compensaGon.    Eventually,  customer  service  at  United  Airlines  told  him  they  were  closing  the  incident  and  would  not  respond  to  any  further  emails.  

 Carroll  wrote  a  song  about  his  experience  and  posted  it  on  Youtube.  

                                                                                                     He  hit  one  million  views  within  one  week  

           United’s  market  capitaliza?on  dropped  $180  million  in  the  next  three  weeks.  

   This  song  was  featured  on  CNN,  NBC  and  other  major  television  networks    and  has  had  more  than  8,200,000  views  to  date.  

         You  can  find  out  what  your  customers  think  of  your  people,    

                                                                             service,  event  or  product:  

                                                                   Every  ?me  they  engage  with  you                                                                                          Any?me  of  the  day  

                                                                                     Any  day  of  the  week  

                 Instantly  

Why is CustomerConnex important?  

• Everyone  has  a  mobile  phone  

• Text  is  quick,  simple  and  universal  

• Text  complements  and  promotes  other  feedback  and  communica?on  channels  

• Text  is  considered  anonymous  by  customers  allowing  them  to  be  honest  

• It  is  immediate  and  allows  for  instant  feedback  

• Enables  larger  sample  sizes  

• Doesn’t  require  investment  in  new  technology  

Why use text to gather feedback?  

Here’s how our patent pending technology works

Customer purchase or interaction

Provided feedback/promo card w/ unique code and details

Customer txt code, rating & comments

Data processed, analysed & recorded

Reply msg confirming entry &/or inviting them to provide more info

Performance reports sent as scheduled LIVE!

Leverage future business growth  

Gather more in-depth research information

Build databases - Mobile / Email / Web

Manage dissatisfied customers more effectively

Send vouchers to drive repeat purchase

Create product enquiry

Gather information

Build loyalty

Generate revenue

Manage your Disgruntled Customers BEFORE they jump on FaceBook or Twitter!

Dissa?sfied  customer  feedback      Customer  gives  permission  to  be  contacted  by  Customer  Connex  

 Alert  managers  or  customer  services      We  alert  you  Right  Now!    

Increase  likelihood  of  repeat  purchase          A  well  managed  customer  means  less  likely  to  lose  that  customer  and  your  

staff  learn!  

Case study: Noel Leeming

  Purchasing and Non-purchasing shoppers were invited

to provide feedback.

  Response rates ranged between15% to 20% by store.

  Live benchmark results by store and region enabled

insights on areas of strength and weakness

  Identified poor performing stores and created specific

operational focus

  Immediately identified dissatisfied customers and invited

them to have a company representative call.

  Enabled fast and efficient resolution of customer

complaints.

Case study: Muffin Break

  36 Stores   Over 30,000 responses in 2 x 14 day programmes   Immediate actionable insights provided by customer

feedback   Improved employee standards as a result of seeing

customer driven benchmarking   Created focused areas of improvement and measured

improvement   40% respondents provided more detail to their ratings   Engaged the entire company in a common customer

satisfaction measurement   Live information allowed head office to keep their

fingers on the pulse of customers experience   20% of customers also filled in a more in-depth survey

online.

Contact  Details  Veronica  Farmer  Managing  Director  

+64  9  521  0717  +64  274  722  140  

Client Testimonials

”The programme gave us transparency to see and gain an

understanding of what was going on in each of our stores

every day… As a result of what the live data showed us we

were able to focus on specific areas where we could gain

immediate improvement.”"

" " " " " " " " " ""

Client Testimonials

”The system allowed immediate, onsite access to the

responses as they came in. Council is now looking to

implement this tool across other areas of our business.” "

" " " " " " " " " "Paula Corcoran – Event Marketing"

Client Testimonials

The Customer Connex programme was without doubt the most straight forward, enjoyable and overwhelmingly successful customer feedback programme I have ever been involved in. !

Not only did the response rate exceed our expectations, but during the entire programme our staff stepped up, knowing that they were on report!.... Now we analyze, improve and do it again!!

Short and simple really!!

Youʼre onto a winner here... good work.!