An Introduction to MCorp Consulting | www.mcorpconsulting.com
We mapp the territoryy between yyou and your customers so that you can see opportunities you didn’t know were there. An introduction to MCorp Consulting: Measure understand and improve your brand, Measure, brand marketing and other customer experience touchpoints.
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Executive summary: The big picture For most organizations, your value comes
from your relationships with your customers. To improve these relationships, you need to understand what’s what s working, and what isn isn’t. t. Then you can make it better. The result? Increased loyalty, higher profits, and in most cases a lower cost of service.
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Executive summary: The big picture At MCorp Consulting, that’s what we do. By working with us, us our clients better understand and improve their brand, marketing and other customer experience touchpoints. We have a proprietary, proven methodology for doing this this, and can do it for you too too. We call it Customer Experience Mapping SM
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Customer Experience is the competitive battleground of today’s today s economy. economy Poor customer experience is a
leading driver off customer churn. 87% of all consumers will never go back to an organization after a negative experience. 1
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1.) Right Now Technologies and Harris Interactive, October 2008
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
The cost of getting – and the danger of losing – customers is exceedingly high. high Acquiring a new customer can cost
up to 5 times more than retaining a current customer. And a 2% increase in customer retention can have the same effect on profits as cuttingg costs by 10%! Delivering a less less-than-perfect than perfect experience can cost your company millions. 2
2
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3.) SatMetrix, Bain & Co.
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
In fact, customer experience may be the most important way to grow a business today. today 83% of senior brand marketers state:
“Customer experience is among the most critical determinants of brand strength and business growth.” Yet HALF of all organizations state they cannot effectively measure it. 2
3
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2.) CMO Council 3.) Forrester Research
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Tracking and understanding customer st experience i is very important. But it’s difficult for most companies to do. Š 2009 MCorp Consulting, All Rights Reserved
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
The limitations on data and customer experience insight are great. great Half of senior executives say that:
“Lack of measurement is a significant obstacle to improving Customer Experience. Experience.” To do this, organizations need to understand customer wants, wants needs and goals goals. How do your customers define the experience?
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Our approach? Measure and improve the interactions between you and your customers. We’ve spent the last 4 years perfecting the systems and tools to do this.
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
In short, we map the interactions between you and your customers customers, and make them better better.
Your Customers
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Your Company
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
After all, how do you improve something you cannot (or do not) measure? Simple. You can’t. This is where MCorp Consulting and
our Customer Experience Mapping suite comes in. It’s a proven way for organizations to measure, understand and improve customer experience. experience SM
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Over time we’ve tested, proven and improved our processes working with major brands. brands
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
We’ve also helped dozens of mid-market, fast growth and other industry industry-leading leading companies. companies Doing big jobs for big companies, we’ve
learned what works, and why. Our systematized approach delivers big results more cost effectively than others. Proven in multiple environments environments, from regional banks to a $5B division of a Six Sigma Sigma-driven driven multinational. multinational
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
W do We d it by b mapping, i g quantifying and improving your brand marketing and brand, experience touchpoints. What are the perceptions and value of each? And how can wee impro improvee them?
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
It’s why we invented Customer Experience Mapping our series of proprietary tools. Mapping, tools A analytical, research
based approach. Accurate, powerful, quantifiable, and actionable results. We help understand your customers, customers and improve their p experiences. © 2009 MCorp Consulting, All Rights Reserved
Touchpoint Mapping®
Customer Experience MappingSM Brand MappingSM
2.) Touchpoint Mapping, Loyalty and Brand Mapping are registered trademarks of MCorp Consulting
Loyalty Mapping ®
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
All our services are focused on one objective: Helping you reach your business goals Moving more customers, faster and more
cost effectively, through your Customer Relationship Lifecycle. Our tools include:
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Touchpoint Mapping® rates touchpoints based on how they influence your customers See which touchpoints drive your bottom line;
Which work? Which don’t? And why? Remove redundant or ineffective touchpoints, add missing touchpoints. Benchmark your best touchpoints to improve others. Reduce touchpoint delivery cost, boost efficacy and improve experience efficacy, experience. © 2009 MCorp Consulting, All Rights Reserved
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Loyalty Mapping® measures, and shows you how to improve improve, satisfaction satisfaction, loyalty and advocacy Understand and improve p yyour NPS
®
scores.
See how to drive future purchase
and referral activity. activity Increase positive word-of-mouth. Establish your own Loyalty Index. Boost retention and focus service investments on the right customers. customers “right” © 2009 MCorp Consulting, All Rights Reserved
NPS is a registered trademark of SatMetrix,
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Brand Mapping® takes the guesswork out of critical branding decisions Accurately measure brand perceptions. See how your brand is positioned in
the competitive marketspace. See exactly where you’re strong where you’re strong, you re weak weak, and what you should fix. Your Y bbrandd “scorecard” “ d” shows where opportunities lie. lie © 2009 MCorp Consulting, All Rights Reserved
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
We work with you in different ways, depending on your needs. needs Our approach is flexible flexible. Expert brand and touchpoint audits. audits
Audits
Diagnostics
“Quick win” research-based diagnostics.
Workshops
On-site improvement workshops
Customer Experience Mapping
Engagements
Customized research and consulting services.
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
We’ve likely solved issues like yours before.. We’re expert at bringing different perspectives
into alignment. We know how to build consensus among teams, and across divisions. Our senior partners and staff are the team leading your engagements. engagements With gray hair and no hair, we have experience on both b th sides id off the th ddeskk
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
MCorp Consulting: Pioneers and experts in the art and science of customer experience improvement. Issues we address: + Brand Development + Customer Experience + Marketing Effectiveness + Loyalty and Retention + Performance Measurement
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Services we offer: + Research + Strategic Planning + Experience Design + Workshops + Audits
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An Introduction to MCorp Consulting | www.mcorpconsulting.com
Thank you! W llookk forward We f d to talking lki further. f h
MCorp Consulting, Inc. 1-866-526-2655 www.mcorpconsulting.com
Online at: www.mcorpconsulting.com Our blog: www.touchpointinsights.com www touchpointinsights com Follow us: www.mcorpconsulting.com/twitter
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