2. About the client A 12-year old entrepreneurial business Started in Bangalore and now spread across 5 cities Diverse cuisines and restaurant themes – each theme being nurtured into a brand Large and loyal customer base, chain known for being a passionate advocate of fine dining Continuously investing in even higher levels of customer experience Pulse: Customer Feedback Management Solution
3. Solution brief About 1,000 customer responses received every day Validated and categorized by type of experience Web-based dashboard provides near-real time report on satisfaction levels Drill across to chain, city and outlet levels Drill down from experience categories to comments Intelligent response mailers to customers based on satisfaction levels and ratings Occasion based promotional emailers / SMS’s Pulse: Customer Feedback Management Solution
4. Support Services Secure Data Management Firewalled data, authorized access only Contact data cleaned and mobile numbers scrubbed against NDNC Opt-out enabled customer communication – communication preference updates constantly monitored Inactive email IDs purged on a regular basis Data shared only with designated executives in client organization Pulse: Customer Feedback Management Solution
5. Support Services Data Analysis and Modeling Analysis and modeling guide system design Inputs to intelligent response system Offer-Response analysis Customer segmentation and satisfaction trend modeling Satisfaction Trends and related City/Outlet performance analysis shared with client Quarterly validation of models – reality check Pulse: Customer Feedback Management Solution
6. Client Benefits A significant 10% - 15% repeat visits generated through relevant response and occasion based communication – consistently over the 5-year engagement with inTouch Acknowledgment of feedback and quick problem redress have led to reduced post-experience dissonance among initially dissatisfied respondents Disciplined data management has meant a clean and live customer database with more than 200,000 ‘permissioned’ contacts Solution is key input to operational issue handling and staff reward / punishment programs Pulse: Customer Feedback Management Solution
