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We’re in the people business.
phaceology.
TM
The science of improving the customer experience.
PHACEOLOGY | 2016
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[ core values ] the vision:
To completely disrupt, redefine and redirect the future of the multi-billion dollar customer experience industry.
the mission:
To elevate people, to enlighten the companies for which they work, and to enrich the customer experience.
the motto:
We’re in the people business.
phaceology.com PHACEOLOGY | 2016
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phaceology.
TM
The science of improving the customer experience.
[ overview ] •
Innovative, disruptive customer-experience solution
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Powerful team-member improvement platform
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High demand, emerging, game-changing technology
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Impressive, robust market opportunities
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Audience with C-level business leaders
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Access to ready partners and consumers
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Talented corporate team geared to growth and industry leadership.
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Strong, impressive financial forecast with low burn rate
We’re in the peop l business e .
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phaceology.com
“I AM SMILING!”
training enlightened.
P H A C E O L O G Y
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phaceology.
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Question:
When was the last time an employee came to you and asked how they did?
The science of improving the customer experience. 6
IRON SEARED SALMON phaceology.com
B EST I — CLAS N Custo S — m Servic er e.
Imagine... • Imagine if you could know what your guest is feeling? • Imagine if you could monitor your individual and teams’ performance in real time to see how they are affecting the guest experience?
Now…you can.
phaceology
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provides you with instant, unconsciously honest guest and team member reviews. PHACEOLOGY FACTS • 100% impossible to fake facial emotion • Objective, quantifiable data • See and score the experience from afar • Guides and ensures training sticks
phaceology.com
• Zero impact to staff resources PHACEOLOGY | 2016
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OPTIMIZING THE CUSTOMER EXPERIENCE Phaceology is the science of improving the customer experience. It is a completely unique, industry-disruptive technology that generates business-critical insights to fuel better decisions, build stronger relationships, drive powerful bottom-line results, and improve overall team-member abilities. The implementation and adoption of Phaceology technology will: • BUILD SHAREHOLDER VALUE • INCREASE BOT TOM-LINE PRODUCTIVITY • REFINE CUSTOMER INTERACTIVITY • PROVIDE REAL-TIME FEEDBACK • IMPROVE TEAM-MEMBER ABILITIES • HELP CUSTOMERS HAVE A POSITIVE IMPRESSION.
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PHACEOLOGY FACT:
Optimizing the customer experience typically achieves revenue growth of 5-10% and cost reductions of 15-25% in just 2-3 years. McKinsey & Co.
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IMAGINE:
What if you could achieve those results in 2-3 months? Think Phaceology.3
phaceology.com
We’re in the people business.
phaceology.
TM
The science of improving the customer experience. PHACEOLOGY | 2016
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LOOK
phaceology.com
FAMILIAR?
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THE EYES DON’T LIE. How do you measure and improve your customer experience?
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phaceology.
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“This is seriously one of the coolest concepts in customer service. I love it...”
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~NICIA DEGERING, GOOD THINGS UTAH
%
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What if you could improve your guest’s emotional reaction by 30%?
phaceology.com
now what? •
YOU KNOW WHAT THE GUEST IS FEELING— NOW WHAT?
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THE SECRET IS WHAT YOU DO WITH THE INFORMATION
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TRAINING PHILOSOPHY
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BRIEF/DEBRIEF
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OBJECTIVE PERFORMANCE INCENTIVES
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REMOTE VIEWING
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ALERTS, THRESHOLDS, VIDEO CAPTURE
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STRATEGIC MARKETING
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[ the process ]
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Make Training Stick!
That’s the goal of every manager.
Training frustrations are a key to operators. How does one know if the dollars that are being spent of training as it relates to guest service is worth the investment. This is objective as opposed to most leadership interaction is subjective and in our current litigious environment we have to be right more than ever. Why risk having to worry about managements personal opinions when you can know for certain how they are coming across to the guest.
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HIRE A NEW EMPLOYEE
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RECOGNIZE AND REWARD SUPERIOR SERVICE
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MONITOR PROGRESS WITH SKILL-SCORE
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TRAIN THE NEW EMPLOYEE
POSITION THE NEW EMPLOYEE
EMPLOYEE FOLLOW UP
phaceology.com
Quantify Your Guest’s Experience Today Happier Guests = Better Business
How do we know how our guests are feeling? Who are these guests? How does our staff affect their experience? Would they recommend us? Can we quantify the guest experience and then manage to improve it with training and incentives for our staffs? And, how much of this is Subjective vs Objective data.
CURRENT SOLUTIONS SURVEYS—Inherently doesn’t capture entire population-not real time FOCUS GROUPS—Difficult for groups to articulate everything they are feeling, group dynamics alter participation and honesty OBSERVATION—Management/Secret Shopper simply observes and make inferences PHACEOLOGY | 2016
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[ the skill-score ] “One of the powerful areas we are addressing is making coaching and training stick. Being able to leave a unit as a DM and know you have your hand on the pulse and at your finger tips is revolutionary.” ~Kenny Prestwich, Co-Founder
IMAGINE REAL-TIME ANALYSIS OF THE MOODS AND INTERACTIVITY OF YOUR BUSINESS’ CUSTOMER EXPERIENCE. THE SKILL-SCORE MEASURES IMMEDIATE MOOD INDICATORS BASED ON INTRICATE FACIAL ANALYSIS SOFTWARE.
The skill-score is a leading-edge indicator of front-line performance. It is a scientific way to capture emotional interactions of team members and guests in real-time. Not only does this provide powerful data in the hands of company management at all levels, it encourages adoption and real buy-in from the front-line team members who can see their score, and how it relates to others on the team.
your score :
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The science of improving the customer experience.
ADOPTION AND ACCEPTANCE—> PERFORMANCE—> RECOGNITION, PROMOTION, INCENTIVES, AND RAISES.
phaceology.com phaceology.com
THE PRECISE MEASUREMENT OF CUSTOMER SERVICE. TAKING TEAM MEMBER TRAINING TO THE BOTTOM LINE.
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haceology understands that customers primarily judge your business by your customer service. In other words, your front-line team members are the face of your company, and how they interact with your customers is largely reflected in how your customers feel and speak about your business. There’s a lot riding on the faces of your team members. That’s where phaceology comes in. Now you can get real-time measurements of how well your front line is interacting with your customers.
phaceology.
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The new science of mood.
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phaceology.
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] s t c a f ace the
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55%
to are willing d s r e m u s n e of co ante for a guar e r o m y a p erience. good exp
D S TO if A E L N O I S T R AT 15 or more people U R F R E : 13% tell of consumers will G C U S TO M N I W O L . ly, 72% THE FOL ore people Co n v e r s e
h 6 or m happy. they’re un itive experience wit rs s o complaine p n o a n e r re a a sh ho f 26 ustomers w nly 1 out o
E AW T H E TA K
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Any business with customers is in the "people" business. 18
yc O of unhapp ...and never return. the company. e simply leav stomers complain to u unhappy c up s to make e c n e ri e p x erience. positive e It takes 12 solved negative exp re for one un ers new custom t c ra tt a to s y of panie sive for com mers. 60-70% probabilit pect. n e p x e re o m s existing custo to a new pro than to keep xisting customer vs 5-20 e se selling to an id so becau d s d n ra b d he rs who switc ustomers are of consume e. On average, loyal c first purchase. ir ic of poor serv 0 times as much as the 1 worth up to rvice to poor se e u d n io t er frustra itation is of custom table. 67% of the irr e was u n was preve if the customer iss t. le n preventab the first engageme t resolved a
91% 12% 6 -7x 66% 85%
data from thinkJar research / huffingtonpost.com
THE BOTTOM —LINE —
If a customer likes you and continues liking you, they will continue to be your customer. If they don’t, they won’t.
phaceology.com
DEFINING CUSTOMER EXPERIENCE :: The perception that customers have of their interactions with an organization. :: How a customer feels about a company over time. The science of improving the customer experience.
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[ the skill-score ]
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The science of improving the customer experience.
phaceology.com phaceology.com
Shift ends
10 min. coaching 8.6% Average
31.6% Average
No smile or engagement
He thought he was smiling. But he was only using one side of his mouth.
Full smile produces the results we are looking for‌‌
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[ volatility ]
RASPBERRY CHICKEN SALAD 22
phaceology.com
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This phaceology graph is very interesting. It shows volatility for each employee. The larger the box the more volatile the employee. The smaller the box the less volatility for that employee. The goal here is to have a smaller box higher on the scale.
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[ the market ] • MASSIVE BLUE-SKY MARKET OPPORTUNITY • STRONG, IMPRESSIVE FINANCIAL FORECAST WITH LOW BURN RATE • INNOVATIVE, DISRUPTIVE CUSTOMER-EXPERIENCE SOLUTION PRODUCT • HIGH DEMAND FOR THIS EMERGING, GAME-CHANGING TECHNOLOGY
CLIENT OPPORTUNITIES •
$4.5T retail market target customer base— Customer experience companies—(potential channels)
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Global customer experience management market 2015 $4.36B; 2020 $10.77B* net promoter score
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InMoment, MaritzCX, IBM Tealeaf, Adobe Experience Manager, Satmetrics, ResponseTek, Kana, Clarabridge VOC, etc.
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Others: Guest services & hospitality, rental agencies, retail stores, airlines, travel companies, hospitals, etc.
COMPETITOR ANALYSIS • • •
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Existing software platforms depend on algorithms and guest response/participation Inferences and subjective observation Industry is primarily focused on customer touch points during the entire business cycle, focusing primarily internet traffic patterns and behaviors and call center experience Alternatives, F2F engagement in retail are subjective, delayed & limited participation skews data
The science of improving the customer experience.
phaceology.com phaceology.com
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phaceology.
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The science of improving the customer experience. 26
phaceology.com
P H AC E O LO G Y / 2 0 1 6
[ the timeline ] •
Nov 2015—began trialing Phaceology application at Costa Vida restaurants outside of Salt Lake City, Utah.
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Dec 2015—data and scorecard fine-tuning began
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Guests are usually 20% higher than the individual team member
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Jan 2016—guest emotional response improves 30%, tips up 40%, and revenues can rise by as much as 10%
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July 2016—signed exclusive long-term agreement with data provider.
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July 2016—Vigorous implementation of local stragety, development of long-term, nationwide strategy.
“Phaceology is at the forefront of a massive new-market solution—gamechanging worldwide in the field of customer service and team-member improvement.”
-STARDOCS MEDIA
“Talk about enlightened training— Phaceology presents a leading edge, elevated customer service experience.”
-HEALTHY MAGAZINE
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phaceology.
TM
quantifying the guest experience if you can measure it, you can improve it. (phaceology can just do it immediately...) the science of improving the customer experience we’re in the people business
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happier guests better business real-time results the future of phenomenal bottom-line benefits, one face at a time...
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“The face is a picture of the mind with the eyes as its interpreter.” MARCUS TULLIUS CICERO
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