Customer Insight Management ~ where excellence is achieved through sharing ~`

Introduction

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

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

Services & Offerings

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.

Thank You