tony roma’s training | november 2015 | © 2015 inmoment, inc. 1 tony roma’s tony cares training...


Agenda

InMoment - Our Partner

Guest Experiences Matter!

What’s New

How “Tony Cares” Works

Reporting!


We are InMoment

Guest Experience Optimization

Serving nearly 400 clients worldwide

Gathering insights in 95 countries and 40 languages

Headquartered in Salt Lake City; offices in Mississauga & Toronto, Canada, and Birmingham, U.K.

300+ employees throughout the U.S., Canada and Europe


True Natural Language Processor

Analyzes text at the speed of light!

Auto categorizes tags in order to track what your guests are saying

Track trends related to frequency of tags identified within comments

Read comments that matter with a simple click of the mouse

Baked into every solution InMoment offers


Auto-Categorization

Mikeburned fries.

drive-thru

cold burger

was ignored

at the

for a

line very long.

I waited for 20 minutes

The was

and

I by as he

was snapchatting.

Speed of

Service

Drive-thru

Taste Temp.Mentions

NameAttentive


The Age of the Guest (Forrester Research)

I want to talk and know you’re listening.

Treat me like you know me!

I have a lot of choices and I can go somewhere else.


Why Does Guest Experience Matter?

Guest experience is foundational to every business

Statistics from Forrester Research, Inc.*The State Of Guest Experience Management, 2013, March 2013

**Why guest Experience Why Now, February 2013

Five-year stock performance of Guest Experience Index (CXi): leaders versus laggards versus S&P 500 (2007 to 2011)**


Brand Promise vs Guest Perception

Are we delivering on our brand promise?

Do our guests like how we serve them?

What do our guests really like about us?

How do we know what our guests really think about their experience?


You and your team can make a difference by creating memorable experiences…just like a pair

of red shoes!

Create Memorable Experiences


Tony Cares Approach

ENGAGE LISTEN UNDERSTAND SHARE


What’s New


What’s New?

Enhancements

Branded as Tony Cares

Revised Survey

Improved reporting process

New tools to improve guest feedback and social advocacy

Quick and easy restaurant level reporting application that is mobile optimized

Scoring Remains Unchanged

Top Box scoring methodology remains

Scores, however, will be impacted initially moving forward due to A) survey changes, B) incentive standardization, and C) Improved guest survey quality

Trending remains an important aspect; …are we improving?


Timeline

Relaunch Dates and Details

Made the switch from TonyRomasSurvey.com to TonyCares.com on November 10th, 2015

New reporting will be live beginning the week of November 16th, 2015

Global program standards required in each restaurant by December 3rd, 2015

Incentive = Free Onion Loaf

Receipt messaging and frequency

Required training

Contact information


How it Works!


The Guest’s Journey

StoreExperience

GuestInvitation

Guest Feedback

Free Onion Loaf


Tony Cares Receipt Invite

Store #

Updated Messaging, URL, and Incentive

New URL for survey TonyCares.com

Store # located at the top or bottom of receipt

Updated messaging

Incentive = Free Onion Loaf


Tony Cares – Guest Satisfaction Survey

Offered in 5 Languages

English

Espanol

Portugues

Japanese

Simplified Chinese

Arabic


Tony Cares – Guest Satisfaction Survey

TonyCares.com

Demo code: 0000


Tony Cares – Ratings


Tony Cares – Drill Down Detail


Tony Cares – Active Listening


Tony Cares – GoRecommend


Tony Cares – Validation Code


Reports Headed Your Way!And How to Access Your Data


Tony Cares - Reporting

UNDERSTAND

You’ll receive:

Immediate Guest Recovery Alerts

Weekly Comment, Summary and Guest Alert Summary Report

Periodic Trend Information

Much more available 24/7 when you login


Report Distribution Schedule

Location Sub Franchise Franchise DFO VP Company

Instant Alerts

Service Exceptions Available in Alert Reports Available in Alert Reports Available in Alert Reports

Call Back Request Instant Alert Instant Alert Instant Alert Daily Report if open for 48 Hours

Daily Report if open for 72 Hours

Main Reports

01a - Summary Weekly Weekly Weekly Weekly Weekly Weekly

01b - Detail Online Online Online Online Online Online

02a - Alert Summary Online Online Online Online Online Online

02b - Alert Detail Online Online Online Online Online Online

03 - Guest Recovery Summary Online Weekly Weekly Weekly Online Online

04a - Comment Report Online Online Online Online Online Online

04b - Comment Poster Weekly Online Online Online Online Online

05 - Response Distribution Monthly Monthly Monthly Monthly Monthly Monthly

06 - Weekly Trend Online Online Online Online Online Online


Guest Recovery Alerts - Instant

OPENIndividual guest reviews that need prompt attention from local management

IN PROCESSIndividual guest reviews that are currently being addressed by someone on the local front

CLOSEDIndividual guest reviews that have been fully resolved with the guest Click on the link to pull

up the survey detail


Summary Report - Weekly

See a snapshot of where you stand on a weekly basis

Note: Scores are based off of a Top Box rating system (percentage of respondents who give a 5/5 on the attribute)


Guest Recovery Summary - Weekly

See a snapshot of all callback requests on a weekly basis


Guest Recovery Detail - Weekly


Response Distribution - Monthly


Comment Poster - Weekly

Post Outstanding Comments publicly…

…while handling Opportunity Comments

privately


Trend Report - Online


Want More?

Login to the InMoment platform to access your data 24/7

Results update in real-time as your guests submit their reviews

A Dashboard provides a dynamic, drill-down view of your results

Reports can be generated


How to Login

Clicking on the Login button at www.inmoment.com will allow you to access your data. Login for the first time using your email and temporary password “Romas1”

http://www.inmoment.com/


Landing Page – Non-Restaurant Level


Your Dashboard - Non-Restaurant Level

1. Trends - Identify positive and negative trends overtime for all key drivers.

2. Service Exceptions - See which service elements are most commonly rated 1, 2 or 3. Click on the section of the pie chart (wedge) to see why guests are rating these elements poorly.

3. Peer Comparison – Measure your performance vs. your peers for all key drivers.

4. Comments – See the tags that are brought up most often by your guests. Click on the tags to quickly drill down to the actual comments.

5. Restaurant – Tells you when and where performance lapses occur as well as Open guest Recovery items.

6. Text Analytics – See the themes that are brought up most often by your guests. Click on the categories to drill down to the actual comments quickly to review areas of interest.

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3 4

5

6


Focus – Restaurant Level


Report Generator

1. Select Level - Choose the level for the report detail.

2. File Format – Multiple file formats are available. You are able to view in the webpage or save as a PDF or Excel file (.csv).

3. Instant or Email – By clicking on the arrow, you can choose to email the report to you rather than run it. This option is especially useful if running a report with a lot of data.

4. Add Criterion – You can add available categories by utilizing the ‘Add Criterion’ button. Typical categories include Visit Type, Mode, Dining Hour, among others.

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23

4


OpenTell

Reputation Support

OpenTell is a verified, online review site that allows you to socialize the customer stories you collect.

Benefits• Recent, validated reviews from real

customers• More accurate than other leading review sites• Proof you’re committed to listening to your

customers


Thank you!Levi Roberts – Customer Success Manager

[email protected]

David Van Brocklin – Director, Client Services

[email protected]

tony roma’s training | november 2015 | © 2015 inmoment, inc. 1 tony roma’s tony cares training...

Documents

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