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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.

Š 2009 MCorp Consulting, All Rights Reserved

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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.

© 2009 MCorp Consulting, All Rights Reserved

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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

© 2009 MCorp Consulting, All Rights Reserved

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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

© 2009 MCorp Consulting, All Rights Reserved

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

© 2009 MCorp Consulting, All Rights Reserved

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

© 2009 MCorp Consulting, All Rights Reserved

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?

© 2009 MCorp Consulting, All Rights Reserved

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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.

Š 2009 MCorp Consulting, All Rights Reserved

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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

Š 2009 MCorp Consulting, All Rights Reserved

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

© 2009 MCorp Consulting, All Rights Reserved

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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

Š 2009 MCorp Consulting, All Rights Reserved

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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

© 2009 MCorp Consulting, All Rights Reserved

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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?

Š 2009 MCorp Consulting, All Rights Reserved

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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:

© 2009 MCorp Consulting, All Rights Reserved

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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.

© 2009 MCorp Consulting, All Rights Reserved

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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

© 2009 MCorp Consulting, All Rights Reserved

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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

Š 2009 MCorp Consulting, All Rights Reserved

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

Š 2009 MCorp Consulting, All Rights Reserved

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