HOW VEXING IS YOUR

“One Step Ahead” is a unique new customer feedback report bringing to life how customer experience is hurting your customers, your brand investment and your bottom line as well as how to exploit your competitors poor customer experiences.

CUSTOMER EXPERIENCE?

INTRODUCING ‘ONE STEP AHEAD’ – THE ESSENTIAL CUSTOMER EXPERIENCE FEEDBACK INTELLIGENCE

WE IDENTIFY YOUR COMPETITOR’S CUSTOMER EXPERIENCE ISSUES. WE UNDERSTAND WHY THEY

IRRITATE YOUR COMPETITOR’S CUSTOMERS, SO YOU CAN EXPLOIT THE OPPORTUNITY

WE TRACK THE EMOTIONAL, COMMERCIAL AND REPUTATIONAL IMPACT OF YOUR CUSTOMER

EXPERIENCE ISSUES, SO YOU CAN IMPROVE THINGS BEFORE YOUR COMPETITORS MAKE YOU PAY FOR IT

We plot issues against our proven Customer Experience Attribute frameworks. This approach allows us to highlight each impact in a way that you can understand what you can do from a business perspective to improve your own or exploit your competitors experiences.

We listen to what customers’ vex about in real time. We engage with them to better understand why this matters to those customers. Each quarter we gather sector priority cases together and shape a report to help brands understand the emotional, reputation and commercial impact of these issues.

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Using our dynamic listening tools we identify the far reaching impact of issues across all social platforms (present and historical data). We identify the brand impact (reach and influence) and commercial impact (reach and behavioural change). Providing a compelling and complete case for each issue.

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HERE’S HOW IT WORKS. WE LISTEN. YOU LEARN

From our trusted engagement with customers we are able to produce full detailed story boards. These aids are a perfect and impactful way to bring the issue to life showing emotional affect of poor CX on customers and the subsequent damage it does to the brand relationship.

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WE REPORT QUARTELY AT SECTOR LEVEL WITH MOST LEADING BRANDS FEATURED IN EACH REPORT

WE MAKE SENSE OF CUSTOMER VEX TRENDS, SO YOU CAN IMPROVE AND EXPLOIT THEM FASTER

CUSTOMER THEMES ‘WHAT MATTERS MOST’ CUSTOMER ATTRIBUTES

WE COLLECT VEXES FROM CUSTOMERS AND INTERPRET THESE INTO OUR PROVEN ‘WHAT MATTERS MOST’ CUSTOMER ATTRIBUTES.

THESE ACCOUNT FOR 2/3rds OF CONSUMER DECISION MAKING CRITERIA.

ALL VEXES ARE DEFINED USING COMMONLY EXPRESSED THEMES*. THESE ARE TRANSLATED INTO A CUSTOMER ATTRIBUTE

FRAMEWORK WHICH DEFINES THE IMPROVEMENT REQUIRED

Manage My expectations

Save Time & Effort

Personalise to Me

Empathise with Me

Resolve my issues

Show integrity

Passed off

Over selling

Rudeness

Lateness

No knowledge

Cleanliness

Inconsistency

Unresponsive

Queuing

Wasting time

e.g. Vex “every time I purchase online from them I get a different delivery time slot!. I can’t plan my life around them around that”

CUSTOMER ATTRIBUTE FRAMEWORK

CO

MM

ON

LY E

XP

RES

SED

VEX

TH

EMES

EACH VEX IS EXPRESSED IN THREE DIMENSIONS

££

EMOTIONAL IMPACT. We speak to customers and understand why specific customer experience issues matter to them. They tell us to what extent the issue affected their day and the lasting impact it has had on their life.

BRAND REPUTATION IMPACT. We listen and track how far reaching the issue impacts your customers. This allows us to inform you the importance and extent of the issue. Through sentiment analysis we also identify the brand reputation impact.

REVENUE IMPACT. Customers inform us of how their behaviours have changed because of the issue. Coupled with brand reputation impact scores we estimate the revenue loss each unresolved issue has on a business .

We paint the picture that we find

before the brand issue occurs for the

customer

We describe the actions customers

take in order to get their views

across

We summarise the emotional

outcome for the customer & the

impact to the brand in question

We highlight the brands actions

which create the negative state

thereafter for the customer

If it has been addressed, we show

the actions the brand has taken to

put right what was wrong

WE DISPLAY EACH CUSTOMER STORY IN AN EASY TO DIGEST CLASSIC STORYBOARD FORMAT

We use speech bubbles to bring to life the emotional impact of the event

We highlight the role VexVox has had on getting the customer’s voice heard

THE STASIS THE QUEST THE OUTCOME

THE TRIGGER THE REVERSAL

EXAMPLE CUSTOMER STORIES FROM RECENT VEXVOX REPORTS

WE TRACK THE REACH OF THE VEX AND HOW HARMFUL IT HAS BEEN ACROSS 10 DATA POINTS

1. HAS THE CUSTOMER EXPERIENCE MADE A NOISE?

4. WHAT IS BEING SAID?

2. WHEN IS IT BEING SAID? 3. IS IT GOOD OR BAD?

5. AND BY WHO? 6. HOW INFLUENCING ARE THEY?

WE TRACK THE REACH OF THE VEX AND HOW HARMFUL IT HAS BEEN ACROSS 10 DATA POINTS

Urls Count

http://blog.very.co.uk/2014/12/win-a-playstation-4-console-singstarultimateparty-bundle/ 3385

http://blog.very.co.uk/?p=3962 2638

http://blog.very.co.uk/2014/12/the-ultimate-urban-winter-collection-from-bench-plus-win-a-full-outfit-for-him-and-for-her/ 1727

http://www.superdry.com/terms-and-conditions 1620

http://www.bestdressed.co.uk/?q=superdry 1572

https://twibble.io 1027

http://wardrobetrendsfashion.com/lipsy-sport-collection/ 515

http://instagram.com/p/w9UI5loEOB/ 365

http://www.very.co.uk/ 198

http://thesocialmediamonthly.com/use-social-media-marketing-%E2%80%93-word-mouth/ 179

http://gatwickairport.com/12daysofgiftmas/ 157

8. WHERE IS DAMAGE BEING DONE?

10. WHICH OTHER BRANDS ARE BENEFITING?

7. WHERE ARE CUSTOMERS FINDING THE STORY? 9. HOW VISIBLE IS THE REACH?

WE CALCULATE THE IMPACT OF EACH VEX IN TERMS OF REPLACEMENT COST AND TOTAL REVENUE LOSS

CUSTOMER TYPICAL

PURCHASE VALUE

CUSTOMER TYPICAL

PURCHASE FREQUENCY

% OF SHARE MOVED TO

COMPETITOR

TIMEFRAME ACROSS WHICH

VEX IS RECORDED

VOLUME OF SIMILAR VEX

SOCIAL NOISE RECORDED

POTENTIAL CUSTOMER

REVENUE LOSS

LIKELIHOOD TO RETURN TO OFFENDING

BRAND

COMPETITOR GAIN TO RECOVER

TOTAL BUSINESS REVENUE LOSS

FROM VEX

WE BRING THIS CONTENT TOGETHER IN AN EASY TO DIGEST QUARTERLY SECTOR LEVEL PDF REPORT

2015 PUBLICATION PRICING AND SCHEDULE

JANUARY FEBRUARY MARCH APRIL MAY JUNE

RETAILERS RESTAURANTS TRANSPORT RETAILERS RESTAURANTS TRANSPORT

BANKING INSURANCE TELECOMS BANKING INSURANCE TELECOMMS

SUPERMARKETS DAYS OUT UTILITIES SUPERMARKETS DAYS OUT UTILITIES

JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER

RETAILERS RESTAURANTS TRANSPORT RETAILERS RESTAURANTS TRANSPORT

BANKING INSURANCE TELECOMS BANKING INSURANCE TELECOMMS

SUPERMARKETS DAYS OUT UTILITIES SUPERMARKETS DAYS OUT UTILITIES

FOR FURTHER INFORMATION AND ORDERS EMAIL CHRISTOPHERBROOKS@LEXDENGROUP.COM. OR CALL +44 (0) 1279 502209 . REPORTS DESPATCHED AT END OF MONTH. PAYMENT TERMS 28 DAYS FROM INVOICE.

REPORT FREQUENCY COST

SECTOR REPORTS WITH VEX TRENDS AND DETAILED EXAMPLES DESPATCHED ON REQUEST QUARTERLY £750 (PLUS VAT)

ANNUAL SECTOR REPORT SUBSCRIPTION (4 REPORTS) AUTOMATICALLY DESPATCHED QUATERLEY £2,500 (PLUS VAT)

SPECIFIC BRAND REPORTS WITH VEX TRENDS AND FULL EXAMPLES ON REQUEST £2,000 (PLUS VAT)

BRANDS WE HELP TO ACHIEVE BETTER CUSTOMER AND COMMERCIAL OUTCOMES