Predicting Customer Behavior - An Introduction to iSky
- 1. An Introduction to iSky June 2011 Predict Customer Behavior
- 3. We help predict customer We design fully-integrated customer engagement behavior so that companies programs, from survey design to and brand owners can: data collection and CRM integration. Everything is done in-house. Improve profitability Increase market share Our ClearView customer Lower customer acquisition costs experience management platform gives you real-time Improve brand health customer feedback and allows you to open, share, and Improve customer loyalty manage customer cases. We have a global presence which allows us to work around the clock, around the world and truly understand regional business cultures and customer preferences. A Quick Overview
- 4. Predictive Holistic Our Relationship We bring more to the Investment Model is a table than mere data 3x better predictor of collection. We bring customer spend than perspective, people other methodologies. and technology. Integrated Global Our ClearView 13 contact centers for platform integrates CATI. Research with your enterprise experts on 5 systems to enable continents. Multi- centralized decision- lingual capabilities. All making. major time zones. Why Companies Work With Us
- 6. What is the purpose of your Types of Programs research or customer Survey Brand tracking study engagement program? RIM™ study NPS / CSAT program Voice of Customer Concept test What parts of your organization Segmentation analysis are impacted by this program? Do you have an existing survey design/methodology (NPS, CSAT, etc.) or are you exploring a custom approach? Need diagram/visual here Design
- 7. What is the survey modality you Engagement Methods want to employ? Feedback capture (integrates w/ClearView) – CATI / IVR – Web / Email – Mobile / SMS What languages/regions /time – Social media zones? Contact center (integrates w/ClearView) Focus group What is the duration or frequency of your customer engagement initiative? Engage
- 8. How can I use this Analysis Tools and Services data/feedback to make ClearView – Dashboard business decisions? – Analysis Tool – Reports iSky Client services What are the motives and – Industry advisors drivers behind customer – Brand consultants – Research experts behavior? How do these behaviors impact my financials and/or operations? Analyze
- 9. Who are the key stakeholders Universal Data Integration and decision makers that need Share with – VP Retail to see this customer – VP Customer Care feedback/data? – VP Marketing ClearView – Dashboard How do I view this information – Case Management in the context of my enterprise CRM integration data and performance? Share
- 10. By predicting customer behavior brand owners can: Leverage specific operational and marketing tools to attract new customers and retain existing customers Identify at-risk customers and service them proactively instead of reactively Understand financial implications of brand decisions Continuously improve customer experience Business Challenges We Solve Increase market share Lower acquisition costs Improve customer profitability Monitor dealer operations Assess brand health Optimize call center programs Perform
- 11. Client Solution RIM™ Study Frontier • While in the middle of a merger, iSky helped the client identify which one of the two consumer brands should be consolidated. Segmentation Analysis, Brand Tracking Study • Provided core principles for aligning service delivery with ideal VW experience • Aligned customer comments based on core principles for issue identification, coaching and positive reinforcement RIM™ Study, Brand Tracking Study • Brand health assessment that identified the need to develop more Payless focus on product quality and styling trends • RIM™ study helped client quantify the value of the invested customers Branding Tracking Study, Segmentation Study Talbots • Identified a gap in product offering and identified strategic and tactical improvements. Client Successes
- 12. More About iSky
- 13. RIM™ gets to the heart of why consumers spend and attach themselves to a brand: trust. Relationship Investment Model™
- 14. Customers with strong relationship investment exhibit highly attractive—and profitable— behaviors. Relationship Investment Model™
- 15. Across multiple industries, the Relationship Investment Score has been proven to be 3x better predictor of spend than comparable measurements. 37% Predict Spend 11% 11% Relationship Recommend Satisfaction Investment Variance accounted for (R-Square) Relationship Investment Model™
- 16. One size doesn’t fit all. We take a consultative approach to every program/client engagement We identify the research metric that best frames your business objective (including NPS, C-SAT, RIM) We employ multiple methodologies in our survey design and data collection efforts Our Research Approach
- 17. Tracking Programs Strategic Brand Tracking Research NPS / CSAT Programs RIM Studies Custom Market Industry-specific Research • Automotive Research • Financial Services • Retail Segmentation Analysis • Airlines Product / Concept Testing • Media / Cable / Telecom Brand Strategy Voice of Customer Programs Polling Studies Research Services
- 18. Features Centralized Dashboard Case Management System Social Media Console Analysis Tool Reports Engine Multiple Languages Data Security Fully Customizable Customer Experience Management platform ClearView
- 19. How It All Fits Together
- 20. Steve Newman Senior Vice President & General Manager A senior management consultant, Steve has more than 20 years of experience designing and delivering innovative research solutions. Prior to joining iSky, Steve was Group Director at TARP Worldwide leading proposal and capture efforts and lead the management of Fortune 500 client engagements. Jon O’Loughlin President, Asia Pacific With over 27 years of experience and an especially strong background in international automotive market research, Jon focuses on developing client solutions for the Middle East and Asia Pacific market. Key People
- 21. Greg Pendleton VP, Business Development With over 25 years in the automotive industry, Greg's broad-based management experience span sales, marketing, operations, business development, client services, account retention and retail consulting with three major auto manufacturers: Ford, BMW and Mazda. Louise Hanlon Chief Research Officer As head of the analysis function within iSky, Louise helps business identify new product development, brand and portfolio management strategies, and new growth and acquisition opportunities. Key People