What are the building blocks of retail customer experience? What needs to be in place to start selling more through better experiences? #customerexperience #sales

1. Customer experience in Retail

2. Why should I Care?

3. If you can't measure it, you
can't improve it.
- Peter Drucker

4. 90% 71%
Will tell about bad
experiences
Buy from you because
they like you

5. What is customer
experience?

6. CX trends - Where are we
going?

7. But how to measure it?
8.12.2016Etunimi Sukunimi

8. Fbly philosophy - CX journey

9. Retail CX KPI
• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• Customer satisfaction index (CSI)
• Service index
• Specific KPI´s

10. Enhanced customer experience (ECE)
• Omni channel
• Measure entire CX journey
• Measurement should be a
part of CX
• Everything is data driven
• Measuring is continous
• CX is sales!

11. Vision
Offering every company a possibility to success
through better customer experience by helping them to
know their customer better and to help them sell more.
World should learn from their data because in the end
CX is about making the Sale.

12. Feedbackly
Feedbacks / month A unified solution for Customer
analytics with instant upsell in
unlimited measuring points and
real-time mobile alerts.
+100k
Cities
80
People gave feedback
10M

13. Automated Data Collection Channels
Feedback kiosk Web forms POS
Email SMS In App
Web Wall Stickers &
product packagin
Social Media

14. z z
Stop the Feedback Hassle
We have brought everything in one place to ease up your life.
The Old Way
Monthly fees starting from
€417
Multiple platforms with expensive
subscriptions and complex
management.
The Feedbackly Way
Monthly fees starting from
€39
All-in-one feedback analytics &
measurement tool with a one
minute setup and one account.

15. Pricing
8.12.2016Etunimi Sukunimi
Feedbacks
The amount of feedback
you can gather
Users
The amount of users
your account can have
FREE
0€
Per month
100
1
Features
List of plan specific
features
• Full feedback collection
package
• Something else
SMALL
39€
Per month
500
1
• Email support
GROWTH
99€
Per month
5 000
5
COMPANY
249€
Per month
15 000
Unlimited
ENTERPRISE
Tailored
Per month
15 000+
Unlimited
All FREE features plus:
• Phone support
All SMALL features plus:
• Dedicated key account
manager
All GROWTH features plus:
• Integrations
• Enterprise Analytics
All COMPANY features plus:

16. Case: Kesko
How they use Feedbackly
• More than 1 mil Feedbacks collected
• From hundreds of locations – different chains
• Analysis distributed to multiple layers of
organizations
Results
• 20% of respondents were successfully driven to shop
again within 7 days —> Increase in sales with these
customer of 10%!
• Ensuring new concept planning and testing. Changing the
direction of whole enterprise based on real data.
• Compare to enhance
“Biggest retail chain in
Finland, Kesko has
over 1,500 stores
engaged in chain
operations in Finland,
Sweden, Norway,
Estonia, Latvia,
Lithdwauania, Poland,
Russia and Belarus.”

17. Thank you!
Jaakko Männistö
Founder & CEO
Jaakko.mannisto@feedbackly.com
+358 44 3488016
@jaakkomannisto

18. Feedback
jaakkomannisto.com/palaut
e