Scottish Leisure Network Group (SLNG), September 2018
0 likes54 views
Sport & Leisure organisations are becoming data rich but insight is poor as they struggle to make the most of their raw customer data. But what if there was a different way? What if it was easy to use customer feedback to make faster and more informed decisions? Decisions that help you reach, engage and retain more participants. This presentation for the Scottish Leisure Network Group, focused on why it's vital that Leisure Trusts to collect and use more customer feedback. It also includes details of our new MCL Discover product, and the special offer only available until the end of October.
Scottish Leisure Network Group (SLNG), September 2018
- 1. Keep your finger on the pulse Make faster, more informed decisions Keep everyone on the same page mycustomerlens.com @mycustomerlens Scottish Leisure Network Group, 28/09/18
- 2. mycustomerlens.com Make faster, more informed decisions Why feedback is vital for customer & revenue growth Why feedback is so hard to use How to turn data overwhelm into actionable insights 2
- 3. mycustomerlens.com 80% of executives said their company delivered above average customer experiences How many of their customers agreed?
- 4. mycustomerlens.com 80% of executives said their company delivered above average customer experiences 8% of their customers agreed! Research by Bain & Co
- 5. mycustomerlens.com consumer expectations and behaviours are evolving faster than at any time in history
- 7. mycustomerlens.com All sport & leisure organisations are competing on customer experience competing against each other and/or competing against alternatives
- 8. mycustomerlens.com Competing on customer experience
- 10. mycustomerlens.com 10 Good news -customers want to help! Feedback Forms Online reviews Social Media Surveys Bespoke ResearchConsumer Panels Verbal (F2F) Feedback Focus Groups
- 11. mycustomerlens.com But the data is becoming overwhelming
- 12. mycustomerlens.com As a result, some organisations are at risk of not listening to their customers 4 phrases to look out for
- 13. mycustomerlens.com The customers dont 顎稼糸艶姻壊岳温稼糸盒
- 14. mycustomerlens.com We already know what they want
- 15. mycustomerlens.com We should be 糸温岳温-糸姻庄厩艶稼盒
- 16. mycustomerlens.com We need to change the wording
- 17. mycustomerlens.com If you dont understand their emotions you dont understand your customers Megan Burns, Forrester Research
- 18. mycustomerlens.com How to understand your customers Listen AskDiscover
- 19. mycustomerlens.com Listen - Twitter - Facebook pages - Facebook reviews - Google reviews
- 20. mycustomerlens.com The public face of your brand Theyre telling you whats really working Hot water still needs fixing Tension on the cable machines is wrong
- 21. mycustomerlens.com The public face of your brand Theyre asking the real FAQs Whats your feedback process? How do direct debit payments work?
- 22. mycustomerlens.com The public face of your brand They will help you design your offer Suggestions for new classes Suggestions for new menu items
- 23. mycustomerlens.com The public face of your brand And they expect you to respond Seeking response across multiple channels Expecting faster acknowledgement
- 24. mycustomerlens.com The public face of your brand Yes, but - We dont do Twitter - Social media exaggerates the extreme cases - Its hard enough reacting to other channels - I dont care what they had for breakfast - This doesnt fit our evaluation approach
- 25. mycustomerlens.com Ask - Surveys - Registration forms - Feedback forms - Comment cards - Formal research - Emails - Complaints
- 26. mycustomerlens.com How to ask better Yes, but - We dont do enough with the data we already get - Text analysis is slow and expensive - We cant change our questions - We already know what theyll say
- 27. mycustomerlens.com How to ask better - Use small surveys across the customer journey - Use text questions dont put words in their mouth! - Make it simple to share suggestions in the moment - Dont forget your staff they have an often overlooked customer view
- 28. mycustomerlens.com Discover breath new life into existing data Discover Existing feedback Fast, actionable insights - NPS surveys - Leaver surveys - Mystery Shops - Customer emails - Complaints - Feedback/comments Create baselines - Compare over time - Compare across venues
- 29. mycustomerlens.com Discover breath new life into your existing data Discover + October Discober! - Limited time offer (ends 31/10) - 1 flat fee - We will analyse UNLIMITED rows of data from your survey/feedback forms/evaluation reports - You get interactive dashboards (not boring reports) For more details: http://mycustomerlens.com/products/mcl-discover-insight-existing-data/
- 30. mycustomerlens.com Dashboards personalised to your needs
- 31. mycustomerlens.com Turns disconnected customer feedback into shared business intelligence in real-time
- 32. Keep your finger on the pulse Make faster, more informed decisions Keep everyone on the same page mycustomerlens.com paul@mycustomerlens.com Scottish Leisure Network Group, 28/09/18