Using digital to drive insight

Yiannis Maos

Reduce effort, increase Ravers... and Revenue

We exist to create Ravers!

My Rant & Rave

In 30 seconds…

Turn to the personnext to you and tellthem about a recentexperience you havehad as a customer...

...with any company except your own!

Empowered Customer

EMPOWERED CUSTOMERS

The power to…

KnowChooseShare

You only get Ravers when it’s easy...

70% of customer defection is down to poorcustomer experience

Forum Group

A good customer experience is toldto 8 other people a poor customerexperienceis told to 16otherpeople

Tarp Worldwide

Are we scared ofour customers?

• Valuable services• Loyal customers• Cost effective serving• Reputation

• Valuable• Effortless experience• Individual, empowered to

choose• Feelings

Relevant

Low effort

In themoment

Authentic

Feedback isn’t negative60% of feedback we receive on behalf of…

Is positive!

Franchise Feedback

Real-time action on Ranters grows sales by 12%No action: doubles the chance of defection

Benefits

• Reduced the number of complaints by 11%

• Customer engagement has surpassed business projections by 54%

• £ Thousands of pounds generated through allowing promoters tospread positive word of mouth

“The only way towin is to learnfaster thananyone else.”

The power of mobile

Getting Value From Customer Emotion

RevenueGrowth

CostReduction

ImprovedBusiness

Performance

ImprovedCustomer

Experience

Questions?

@yiannismaos