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

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

2. Introduction

3. 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 ?

4. 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 who are your customers ? Product & Services Establish Customer Bonding and On-going Interactions Customers Solution & Improvement Customer Experiences Customer Feedbacks do you know what your customers think and need ?

5. 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 ? Your Customers Transforming and growing the values of your asset Promoting & Recommending Accelerating Growth Revenue & Profit Bonding & Community Building Understanding & Values Adding Serving & Experiencing Linear Growth Reaching & Acquiring t

6. 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 ? is your current method meeting your objectives

7. Transform for Improvement

8. Transform For Improvement – Actual Customer Feedback To gather the actual customer feedback through collecting survey which actual customer who dine in the restaurant • 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. Gather genuine customer feedback with customer through validation of Survey Code

9. Transform For Improvement – Rewards / Improve Interaction Enable customer who participate survey to join as member, through bonding and rewards, increase customer loyalty • 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 Reward your customers and attract re-visit with improved services Encourage Customer to join as a member to continuous provide feedback

10. 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 • 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 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

11. 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 • Gathering of genuine customer identity for every survey your customer participated • 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

12. What Can Anjua? Offer With Anjua?, you are expected to have the following information at your finger tips to help you drive your next phase of excellence initiatives. • 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? no more assumptions and guesses, just answers! • my initiatives • are my initiatives successful? • how successful is my initiatives? 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?

13. The Solutions and Approaches POS System (Cuscapi Transight) Sales Settlement Manager Survey Selection Manager Survey Code Generation Manager Receipt Printing Manager Sales Data Interface Manager Voucher Redemption Manager Legends Proposed New Modules POS Existing Modules Customer Insight Management (Anjua?) Backend Integration and Admin Modules Customer Web Portal Sales Data Consolidation Manager Voucher Code Generation Manager Selection Criteria Configurator Forum Manager Advertisement & Promotion Manager Survey Design Manager Customer Registration Manager Online Survey Entry Manager Business and Management User Web Portal Survey and Customer Data Manager Task Escalation Manager Campaign List Generation Manager Customer Profiling Manager Benchmarking Manager Survey Report Viewer Manager KPIs Monitoring and Trigger Manager

14. High Level Process Flow 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 Feedback to Customers If Required (Through email, sms, phone or Anjua?) Outlet (POS System) Dine & Make Payment Your Customers Generate Survey Code Survey Code & Sales Transactions Updates Customers Register and Participate in Survey View Survey Report Headquarter Sends Vouchers to Customers

15. Gather Customer Insight The following diagram depicts the high level flow of designing and executing a survey a Define Objectives Outlet Performances Customer Satisfactions New Product Response Performance Benchmarking Mystery Shoppers Identify Participants Invited Customers Public Internal Staffs Independent 3rd Party Agent Anjua? Users Define Frequency On-going Seasonal One-Time Design Survey Questionnaires General Survey Subject Focused Survey Price Food Taste Service Quality Ambient Menu Selection Pre-Defined Survey Questionnaires Self-Configured Questionnaires Design Survey Report Pre-Defined Survey Report Customized Survey Report Contact Customers Online Feedback Through Anjua? Phone Mailer

16. Appreciate Customer Insight and Derive Values The following diagram depicts the high level flow of using the information gathered through survey Surveys Surv√IT Database Select Criteria Geographical Location Type of Food Price Category Type of Outlet Customer Demography Select Data Customer Rating Outlet Performance Industry Benchmarking Customer Data Customer Feedbacks Select Report Format Detailed Report Summary Report Benchmarking Report Utilizing Valuable Info Push Marketing Pricing Strategy Outlet Expansion Strategy New Product Planning Sales & Marketing Customer Loyalty Program Business Diversification Planning Franchise Strategy Operations Improvement

17. Services & Offerings

18. Cuscapi Service Offerings • Survey Creation Consulting Services Provide survey questionnaire consulting services. Assist organization to prepare survey questions based on their objectives • Online Self-Help Survey Creation An 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 Collection Allow 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 Analysis Allow 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

19. Cuscapi Service Offerings • Real-time Alert and Notification Users 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 Segments Online 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 Services Implementation 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.

20. Thank You