Date post: | 17-Dec-2015 |
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Introduction
Understanding your customers and keeping them satisfied are the key factors in determining the success of a business in F&B industry. Several key criteria have been identified as the main factor used when customers choose a place to dine as listed below:
Quality and taste of foods Menu selection Dining environment Experiences with service staffs Product pricing Speed of services Outlet location Brand name Promotions and rewards
are your customers sharing these information with you?
Importance of Knowing Your Customers
Establishment of long term and genuine customers bonding with on-going interactions are guaranteed to chartered course for long term success and continuous growth for your business
do you know what your customers think and need?
do you know who are your customers ?
Customers
Product & Services
Customer Experiences
Solution & Improvement
Establish Customer
Bonding and On-going
InteractionsCustomer Feedbacks
Growing Together With Your Customers
Customers are the main asset of any businesses. As customers are typically the main direct source of income of a business, growing and aligning your business strategies with what your customers desire are important. A proper customer life cycle management is important in achieving this.
are your customers helping you to grow your business?
Reaching & Acquiring
Serving & Experiencing
Understanding & Values Adding
Bonding & Community Building
Promoting & Recommending Revenue & Profit
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How The Industry Manage The Customers Today
Various initiatives have been adopted by industry players today to measure customer satisfaction and gather customer insight. The result of these initiatives are often used to measure the outlet and product performance, as the base reference for improvement process
Initiatives Descriptions Insufficiencies
Mystery Shopper A mystery shopper will be assigned to respective outlet, to assess the overall operations of the outlet
Typically used for outlet performance assessment rather than customer satisfactions measurement
Feedbacks are not obtained from the genuine customers
Ad-hoc Customer Survey
Survey forms will be distributed to selected customers at the outlets
Random selection of customers without specific criteria defined
Manual compilation may open to manipulation by the outlet operators
Labour intensive and no real time reporting
Complaint Handling
Complaints and feedback from customers are initiated by customers
Not proactive and comprehensive of feedbacks are dependant on customers
Typically are complaints and not constructive suggestions
3rd Party Assessment
An independent survey house which assess each of the outlet with standard marking procedures
Typically used for outlet performance or service benchmarking rather than customer satisfaction measurement
is your current method meeting your objectives?
Transform For Improvement – Actual Customer Feedback
To gather the actual customer feedback through collecting survey which actual customer who dine in the restaurant
Gather genuine customer feedback with customer through validation of Survey Code
Capturing Genuine Customer Feedback Through unique survey code generation from POS Allow sales transaction vs. survey result analysis
Identify Target Customer to Participate in Survey Configure target customer to participate in survey (sales items, time period, sales
amount, random customer and etc.
Transform For Improvement – Rewards / Improve Interaction
Enable customer who participate survey to join as member, through bonding and rewards, increase customer loyalty
Reward your customers and attract re-visit with improved services
Encourage Customer to join as a member to continuous provide feedback
Attract Customer To Participate In Survey Through Rewards Encourage Customer To Join As A Member
Increase customer interaction, create better bonding Potential recurring spending through increase of customer loyalty Create a better brand awareness
Transform For Improvement – Report And Analysis
With the gathered data and the added analysis on top of it, relevant information will be delivered to assist in making a better business decision
Real-time reporting with KPIs settings and alert triggering
Survey report which enables you to relate actual customer experience through availability of detailed sales transactions to each survey result
Survey Report To Relate Actual Customer Experience Alert Triggering with KPIs Settings
Through SMS/Emails, stakeholders will be notify when there’s a KPIs issues within the outlet for immediate action
Receive survey results summary reports
A Better Way To Know Your Customers
We would like to assist you in understanding your customers better by providing relevant insight into your customer experiences, preferences, satisfactions so that you can connect better with your customers to make them feel good and keep them coming back for more
Self-helped online survey portal which you can design and customize your survey based on your objectives
Decide which customers you want them to participate in your survey (ie: by purchased item, by time, by location, by payment method, by sales amount)
Survey report which enables you to relate actual customer experience through availability of detailed sales transactions to each survey result
Real-time reporting with KPIs settings and alert triggering
Reward your customers and attract re-visit with improved services
Gathering of genuine customer identity for every survey your customer participated
What Can Anjua? Offer
my customers who are my customers? what are their spending habits? what are the food that they like? what are their best experiences? what are their negative feelings? what more can I do for them? what are their wish-list?
my outlet performance which outlet is my customer top pick? what do my customers think about my
outlet performance? are my outlet staffs customer oriented? are my customers happy with the staffs? what are the improvements my customer
expect?
my initiatives are my initiatives successful? how successful is my initiatives?
With Anjua?, you are expected to have the following information at your finger tips to help you drive your next phase of excellence initiatives.
no more assumptions and guesses, just answers!
The Solutions and Approaches
Survey Code Generation
Manager
POS System (Cuscapi Transight)
Sales Settlement Manager
Voucher Redemption
Manager
Sales Data Interface Manager
Survey Selection Manager
Selection Criteria Configurator
Sales Data Consolidation
Manager
Survey Design Manager
Customer Registration
Manager
Online Survey Entry Manager
Forum Manager
Advertisement & Promotion Manager
Voucher Code Generation
Manager
Receipt Printing Manager
Customer Insight Management (Anjua?)Customer Web PortalBackend Integration and Admin Modules
Survey and Customer Data Manager
Survey Report Viewer Manager
KPIs Monitoring and Trigger
Manager
Customer Profiling Manager
Benchmarking Manager
Campaign List Generation
Manager
Task Escalation Manager
Business and Management User Web Portal
LegendsPOS Existing Modules
Proposed New Modules
High Level Process Flow
Your Customers
Dine & Make Payment
Generate Survey Code
Outlet(POS System)
Survey Code & Sales Transactions
Updates
Customers Registerand Participate in Survey
Sends Vouchers to Customers
HeadquarterView Survey Report
Feedback to Customers If Required (Through email, sms, phone or Anjua?)
The following diagram depict the high level flow of a survey is being conducted by the customers, and how customers receive the feedbacks and incentives
Gather Customer InsightThe following diagram depicts the high level flow of designing and executing a survey a
Subject Focused Survey
Design Survey Report
Define Objectives
Outlet Performances
Customer Satisfactions
New Product Response
Performance Benchmarking
Invited Customers
PublicIndependent
3rd Party Agent
Mystery Shoppers
Internal Staffs
On-going Seasonal One-Time
General SurveyFood Taste
AmbientMenu
Selection
Pre-Defined Survey Questionnaires
Self-Configured Questionnaires
Anjua?Users
Price
Pre-Defined Survey Report
CustomizedSurvey Report
Identify Participants
Define Frequency
Design SurveyQuestionnaires
Contact Customers
Online Feedback Through Anjua? Phone Mailer
Service Quality
Appreciate Customer Insight and Derive Values
The following diagram depicts the high level flow of using the information gathered through survey
Select Criteria
Geographical Location
Type of Food
Price Category
Type of Outlet
Customer Rating
Outlet Performance
Customer Data
Customer Demography
Industry Benchmarking
Detailed Report Summary Report Benchmarking Report
Select Data
Select Report Format
Surveys
Surv√IT Database
Utilizing Valuable Info
Outlet Expansion Strategy
Push MarketingPricing
StrategyNew Product
PlanningSales &
Marketing
Customer Loyalty Program
Business Diversification Planning
Franchise Strategy
Operations Improvement
Customer Feedbacks
Cuscapi Service Offerings
Survey Creation Consulting ServicesProvide survey questionnaire consulting services. Assist organization to prepare survey questions based on their objectives
Online Self-Help Survey CreationAn intelligent self-managed online portal to allow an organization to create survey questionnaire. Support adaptable drill down questions based on customer previous selection
Online Survey and Feedback CollectionAllow customers to log in based on the username and password printed on POS receipt. Optionally allows customer to register online to receive promotions and news. Require customer to perform a simple registration to collect customer preferences and demographic
Online Reporting Viewing and AnalysisAllow organization to log in to view survey report. Support graphical report presentation. Able to set trigger or KPIs and present on the online report by organization. With the integration with sales receipt transactions, able to relate a survey result with actual sales transactions of the customer
Cuscapi Service Offerings
Real-time Alert and NotificationUsers are able to set target when survey result hit the threshold. Notification will be real time sent via email or SMS..
Online Marketing On Targeted Customer SegmentsOnline registration of participating customers allows collection of customer data. This services allows organization to utilize customer data for online marketing campaign through our portal.
POS Integration ServicesImplementation services to customize POS to support printing of login details on the receipt. This include integration with POS to obtain sales transaction data, to support matching of survey result and actual sales transaction of the customers.