Customer Customer Satisfaction Satisfaction

MonitorMonitorA new direct channel for suppliers A new direct channel for suppliers and consumers bypassing general and consumers bypassing general search engines and introducing search engines and introducing

the first demand-pull CRM.the first demand-pull CRM.

What is the Customer What is the Customer Satisfaction Monitor?Satisfaction Monitor?

The The Customer Satisfaction Customer Satisfaction MonitorMonitor provides a direct provides a direct channel where suppliers and channel where suppliers and consumers can exchange consumers can exchange important information using a important information using a standardized approach based standardized approach based on market research principles. on market research principles.

For suppliers the For suppliers the Customer Customer Satisfaction MonitorSatisfaction Monitor provides a provides a simple an easy way to simple an easy way to transition from the transition from the supply-pushsupply-push to the to the demand-pull demand-pull economy.economy.

The goal of the Customer Satisfaction Monitor is to create a direct channel between

suppliers and consumers resulting in a cooperative and collaborative environment that leads to the best products being available at the best prices underpinned by efficient and effective customer support.

Suppliers participate by:Suppliers participate by: Including details of their products and Including details of their products and

services in a keyword searchable database. services in a keyword searchable database. Encouraging their existing customers to Encouraging their existing customers to

participate by reporting their purchase participate by reporting their purchase experience in an open and accessible experience in an open and accessible environment. This process builds a environment. This process builds a complete complete Customer Satisfaction Monitor Customer Satisfaction Monitor ProfileProfile for the supplier. for the supplier.

Every supplierEvery supplier will will eventually need to eventually need to have and maintain a have and maintain a Customer Customer Satisfaction Monitor Satisfaction Monitor ProfileProfile because it because it

answersanswers thethe three most three most important pre-important pre-purchase questionspurchase questions::

Does a particular product or Does a particular product or service work as advertised service work as advertised and promised?and promised?

Three most important pre-purchase questions:

Does a particular product or Does a particular product or service work as advertised service work as advertised and promised?and promised?

Is it value for money?Is it value for money?

Three most important pre-purchase questions?

Does a particular product or Does a particular product or service work as advertised and service work as advertised and promised?promised?

Is it value for money?Is it value for money? Is customer service both Is customer service both

efficient and effective?efficient and effective?

Three most important pre-purchase questions?

ConsumerConsumer BenefitsBenefits

A A dedicated search enginededicated search engine where where consumers can get consumers can get the information the information they needthey need about products and about products and services services quickly and easilyquickly and easily. .

This overcomes the growing problem This overcomes the growing problem where general search engine results where general search engine results are increasingly being hijacked by are increasingly being hijacked by clever search engine optimization clever search engine optimization strategies.strategies.

ConsumerConsumer Benefits Benefits (cont)(cont)

A A simple but effective waysimple but effective way to assess to assess any product or service any product or service virtually at a virtually at a glanceglance using two charts. This is an using two charts. This is an authoritative standardized approachauthoritative standardized approach replacing the current mish-mash of replacing the current mish-mash of customer reviews and retailer customer reviews and retailer product rating systems.product rating systems.

ConsumerConsumer Benefits Benefits (cont)(cont)

A A simple and effective waysimple and effective way of of providing feedback to suppliers so providing feedback to suppliers so they can they can continue to improve their continue to improve their products and servicesproducts and services. .

This is an open and cooperative This is an open and cooperative approach replacing the approach replacing the black box black box approachapproach to customer surveys to customer surveys characteristic of the supply-push characteristic of the supply-push economy.economy.

SupplierSupplier Benefits Benefits

A A dedicated search enginededicated search engine where where suppliers can list their products and suppliers can list their products and services without worrying about services without worrying about general general search engine optimizationsearch engine optimization or general or general search engine search engine secret algorithmssecret algorithms for for relevancy. relevancy.

This overcomes the problem where This overcomes the problem where business can dry up overnight because business can dry up overnight because the search algorithms have changed or the search algorithms have changed or affected by negative search engine affected by negative search engine optimization.optimization.

SupplierSupplier Benefits (cont)Benefits (cont)

An effective way to maintain An effective way to maintain brand brand integrityintegrity by answering the most by answering the most important pre-purchase questions important pre-purchase questions openly, cooperatively and openly, cooperatively and authoritativelyauthoritatively on an ongoing basis. on an ongoing basis.

This overcomes the problem where a This overcomes the problem where a brand can be trashed by a single brand can be trashed by a single negative customer review spreading negative customer review spreading through a social network.through a social network.

SupplierSupplier Benefits (Cont) Benefits (Cont)

Reduce the cost of Reduce the cost of monitoring and monitoring and maintainingmaintaining high levels of customer high levels of customer satisfaction by working satisfaction by working directlydirectly with with customers in an customers in an open, cooperative open, cooperative and collaborative environmentand collaborative environment..

SupplierSupplier Benefits (cont) Benefits (cont)

Reduce the Reduce the cost of advertising and cost of advertising and marketingmarketing because suppliers no because suppliers no longer have to longer have to chase eyeballschase eyeballs and and track potential customerstrack potential customers through through websites and social networks. websites and social networks.

This overcomes the potential This overcomes the potential backlash associated with the growing backlash associated with the growing concern about the concern about the trashing of privacy trashing of privacy in the name of advertisingin the name of advertising..

CostCost

Free for consumersFree for consumers Suppliers can participate for just Suppliers can participate for just

US$0.25 per customer survey US$0.25 per customer survey submission.submission.

www.customersatisfactionmonitor.com