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Brand VS Cliente
Importanza della Customer Experience
La differenza e’ nell’esperienza
Come scegliere la tecnologia adatta
Perchè Qualtrics
Business cases
Nell’equilibrio di potere tra brand e consumatori le aziende hanno sempre avuto una posizione di vantaggio.
Oggi il potere e’ passato al consumatore che ha un’accesso infinito alle informazioni ed alla scelta dei prodotti.
I clienti sono piu’ esigenti e richiedono un’ esperienza stellare in ogni interazionecon l’azienda, hanno accesso ad una moltitudine di canali di comunicazionedove pubblicizzano se la loroesperienza e’ stata soddisfacente o meno.
Brand VS Cliente
Questo cambio di potere ha fatto capire alle aziende l’importanza di garantire un’esperienza unica e positiva ai loro clienti.
Le aziende CX leaders hanno una crescita del profitto 6 volte superiore alle aziende CX laggards.(Forrester, Luglio 2015)
Con una CX superiore il cliente decide di stare con te piu’ a lungo, spende di piu’ e condivide la sua esperienza positiva.
Importanza della Customer Experience
Non basta lanciare uno studio di soddisfazione cliente 1 volta all’anno, un programma VoC ci permette di ascoltare e fare felici i nostri clienti sistematicamente in ogni interazione che abbiamo con loro.
Se i clienti non trovano quello che cercano, andranno dalla concorrenza.
Il nostro ascolto cliente deve essere sistematico, dobbiamo recuperare insights per capire cosa vogliono i nostri clienti.
Grazie a questi insights le aziende saranno in grado di migliorare la customer experience sui touch points rilevanti e soddisfare le esigenze dei clienti.
Non e’ economicamente possibile lanciare studi sistematici affidandosi ad istituti di ricerca.
E’ necessario trovare la tecnologia giusta che permetta di analizzare sistematicamente, facilmente e real time tutte le interazioni con il cliente.
Immaginate il miglior prodotto del mondo!!!
Ma i clienti...
Non lo conoscono
Non possono acquistarlo facilmente
Non possono installarlo facilmente
Non possono utilizzarlo facilmente
Non possono ottenere un aiuto facilmente
State garantendo un esperienza del cliente
sistematicamente soddisfacente?
La differenza e’ nell’esperienza
Possiamo incorporare la soluzione nel nostro sito o servizio?
Posso customizzare completamente il look& feel della piattaforma per essere in linea con le branding guidelines?
E’ facile da utilizzare, ma riesco ad elaborare anche studi complessi?
I feedback report sono real time?
C’e’ un limite sui feedback che posso raccogliere?
La piattaforma supporta l’integrazione con qualsiasi altra piattaforma di analisi esterna?
La sicurezza dei dati e’ complaint con gli standard del garante della privacy?
Come scegliere la tecnologia adatta
Perche’ Qualtrics?
E’ la piattaforma leader più utilizzata al mondo nell’elaborazione di programmi VoC. La somma di tutti i programmi VoC lanciati dai nostri competitors e’ inferiore al totale dei VoC program lanciati con Qualtrics.
Qualtrics viene continuamente migliorato ascoltando i nostri clienti.
E’ la piattaforma piu’ flessibile, customizzabile e semplice per creare una conversazione continua con i tuoi clienti.
Fare le scelte giuste diventa semplice e funzionale.
o Implementa progetti di ricerca complessi in assoluta semplicita.
o Cattura insights su qualsiasi piattaforma (website, SMS/mobile, email, etc.)
o Modifica le ricerche in autonomia senza dover chiedere il “permesso” dell’IT.
o Targhettizza il contenuto per i tuoi clienti e visitatori.
o Automatizza azioni.
o Migliora i tuoi prodotti/soluzioni.
o Lancia nuovi studi facilmente.
o Visualizza i risultati real-time tramite dashboard personalizzate.
o Condividi i tuoi reports.
o Gestisci tutti i tuoi rispondenti in un’ unica pittaforma.
ING Case Study
Challenges:- Esigenza di creare survey dinamiche complesse per supportare i cambiamenti di business.
- Poca abilita’ nel performare analisi veloci ed efficaci.- Esigenza di una piattaforma di survey efficente e veloce.
Soluzione:- Utilizzo della piattaforma Qualtrics
Risultati:- Riduzione dele tempo di elaborazione dello studio da 1 mese a 2 settimane.
- Aumento del volume di ricerche +50%- Real time feedback per tutto il management.
Bankwest were experiencing a
19% site exit on their credit
card online application form.
Based on Qualtrics data,
Bankwest redesigned the pages
to clearly show there was one
more step to complete the form
and reduced the exit rate by
48%.
Bankwest implemented Qualtrics
with Adobe Analytics integration
to improve their digital customer
experience and website
conversion rates.
Bankwest captures site
feedback at many customer
touch points across the website
customer journey in order to
make it easier to find key
information and make digital
experiences more effective,
easy and enjoyable.
Bankwest uses Site Intercept to
launch pages in hours and with
no IT support. Their website is
constantly updated with optimal
usability based on the needs of
their website visitors which
resulted in increased website
conversion and revenues.
“Qualtrics allows us to understand the ‘why’ behind website visitor behaviour”
BANKWEST + QUALTRICS
IntegrationWITH ADOBE ANALYTICS
48%REDUCTION IN EXIT RATE
Site feedbackACROSS THE DIGITAL CUSTOMER JOURNEY
ConversionCHANGES MADE IN HOURS WITH NO IT SUPPORT
EASYSITE INTERCEPT FEELS EFFORTLESS
20XINCREASE IN RESPONSE RATES
13% INCREASE IN SITE CONVERSION RATES
+8 pointsNPS GAIN
“Before Site Intercept, we only
sent 3 surveys per year
because the process was so
laborious. After Site Intercept,
we quickly realized that
gathering insights did not
require an entire team of
people like it did in the past.”
“We were only seeing about
1,000 total annual responses
from all our surveys sent
worldwide to 225 countries.
But with Site Intercept, we
received 20X more responses
in just 1 month and from just 2
countries!”
“After we switched to Site
Intercept, we were able to
immediate take action on the
data we were collecting.”
“I can’t advocate for this
product enough because it
makes life easier for me and
my team.”
©2015 QUALTRICS LLC.
“Site Intercept makes me look like a rock star.”
SAP + QUALTRICS
+13 pointsNPS GAIN IN 3 MONTHS
$3.2 MillionINCREASE IN PRODUCT REORDERS
10,000SURPRISED AND DELIGHTED CUSTOMERS
Prior to Qualtrics Vocalize, the
company didn’t have a way to
close the loop and respond to
customers’ concerns.
3.8% increase in product
reorders translates to more
than $3.2 Million in additional
revenue since launch, driven
by empowered employees who
go above and beyond.
Executives and others send
10,000 thank you notes each
month and fulfil unique
requests for everything from
pizza to sports tickets.
“We saw this huge opportunity
using Qualtrics to track and
directly respond to people’s
input.”
©2015 QUALTRICS LLC.
“I’m so delighted, you have me for life!”1 800 CONTACTS + QUALTRICS
AwardsINNOVATION IN SERVICE EXCELLENCE
$3 Billion HAIR CARE BRAND TRUSTED TO QUALTRICS
30%INCREASE IN PRECISION
10XINCREASE IN SPEED AND AGILITY
GROWTH IN REVENUE AND MARKET SHARE
Qualtrics fast-turn research
capability enables P&G
researchers and scientists to
improve and validate every
product and marketing
initiative in real-time to ensure
they meet consumer needs
prior to market launch.
Because the Qualtrics platform
is device agnostic, participants
can complete surveys on their
mobile phone, tablet or
computer. This flexibility
increases study compliance
and precision by 30 percent.
From sophisticated surveys
that are easy to program to
faster survey load times to
offline data collection,
Qualtrics enables P&G to
complete the right research in
the right way in less time than
the competition.
P&G’s partnership with
Qualtrics continues to help
create an unrivaled product
innovation pipeline and
continuously design better
products that delight
consumers and create
profitable share growth.
©2015 QUALTRICS LLC.
“Wrong decisions can cost millions.Qualtrics helps us get it right.”
PROCTER & GAMBLE + QUALTRICS
360 Impact EMPLOYEE ENGAGEMENT DRIVES BUSINESS RESULTS
91%PARTICIPATION RATE
Teams are up to 30% more
productive, have one third less
turnover and 62% fewer safety
issues. “We quantify how
measuring employee
engagement over time impacts
business results.”
7,774 surveys, 12,031
comments, and 400+ manager
scorecards.
“Qualtrics makes it easy for
our dashboards and metrics to
be accessible and digestible
for the right audience.”
©2015 QUALTRICS LLC.
Tesla Accelerates Employee Engagement and Disruptive Innovation with Qualtrics
TESLA MOTORS + QUALTRICS
AwardsEMPLOYEE ENGAGEMENT RECOGNITION
Tesla was recognized as “The
Most Innovative Company in
the World”. “Every Tesla
employee feels a strong
connection to our mission and
purpose. This is the magic of
employee engagement.”
11,000EMPLOYEES FROM JUST 400 FIVE YEARS AGO
Tesla’s organization is growing
fast. This makes each year more
complicated than the last to run
employee assessments. Using
Qualtrics, Tesla delivers
sophisticated assessments with
actionable results in real-time.
+13 PointsNPS INCREASE
$300MANNUAL SAVINGS
10 Years JD POWER AWARDS FOR CUSTOMER EXPERIENCE
$100MANNUAL INCREMENTAL REVENUE FROM CX GAINS
Using A/B testing of new touch
points, new questions, new
surveys, and new ways to
reach their passengers,
JetBlue’s improved CX
increased NPS dramatically.
Using Qualtrics, JetBlue
combined relational data
(brand purchase drivers) with
transactional data (experience
and satisfaction) to pinpoint
their biggest impact areas and
save costs.
Customer satisfaction, net
promoter score, market
research and operational data
combine to create award
winning customer experiences
for JetBlue.
In calculating the ROI of their
program, they’ve attributed
nearly $100 million in
increased revenue to
delivering a better customer
experience.
©2015 QUALTRICS LLC.
JetBlue Switched to Qualtrics and Increased NPS by 13 Points in One Year
JETBLUE + QUALTRICS
©2015 QUALTRICS LLC.
Alcoa Realized a 13-Point Gain in NPS and 2:1 ROI Using Qualtrics Technology
ALCOA + QUALTRICS
$24 BillionCOMPANY ENTRUSTED TO QUALTRICS VOCALIZE
2:1 ROIDRIVEN BY 50% COST EFFICIENCY AND SPEED
13 PointsINCREASE IN NPS
ImpactON CULTURE AND CUSTOMERS
With 90% of all alloys flying on
today’s aircraft coming from
Alcoa, the company needed an in-
house B2B CX solution tailored to
enable Alcoa to identify and
improve meaningful areas of
impact across the customer
journey with speed and precision.
By bringing much of its CX
program in-house, Alcoa has been
able to reduce costs by 50%
compared to their previous
program. Alcoa also reduced the
time from data collection to
taking action by two months.
Alcoa gained a 13-point improvement in NPS after
switching to Qualtrics – achieving the corporate target
for the first time – driven by actionable quantitative and
qualitative CX insights not previously available at scale.
“In-sourcing the project
management, survey execution,
and analysis of Alcoa’s CX Survey
Program was critical in driving a
customer centric culture.
Collaboration, speed, agility, and
real-time reporting have also
been critical.”
97% SHOWED IMPROVEMENT IN LEADERSHIP SKILLS
86%POSITIVE IMPACT TO AFRICAN BUSINESSES
96% POSITIVE IMPACT TO MICROSOFT EMPLOYEES
“WITHOUT THE QUALTRICS PLATFORM, WE WOULD NOT HAVE BEEN ABLE TO ASSESS OUR IMPACT.”
Microsoft used Qualtrics
technology to validate initiative
effectiveness, including 97% of
participants who reported
MySkills4Afrika led to positive
developments in their leadership
skills and competencies.
86% of those involved in
MySkills4Afrika confirmed that
the program has helped resolve
critical challenges related to lack
of access to business skills and
technology.
96% of volunteers confirmed that
MySkills4Afrika positively
impacted their understanding of
the opportunities for Microsoft
within Africa and changes in
Microsoft’s go-to-market strategy
for Africa.
©2015 QUALTRICS LLC.
Scaling Access to Skills and Softwarefor Millions in Africa
MICROSOFT + QUALTRICS
18%INCREASE IN BRAND VALUE SINCE 2014
#11 → #9MOVED UP 2 RANKINGS IN 2 YEARS
10XINCREASE IN SPEED AND AGILITY
ValueAS A SCALABLE INSIGHTS PLATFORM
“Just as we track financial
performance, we also monitor
how our brand is performing in
the marketplace.” After switching
to Qualtrics in 2014, HP’s brand
value increased 18% despite
intense competitive pressures.
“The HP brand is one of our
most valuable assets. It is who
we are and what we stand for.
With Qualtrics, we not only
have the insights to protect our
brand value, we’re building the
future success of HP.”
“We’ve increased the speed
and agility with which we
conduct our ongoing HP Global
Brand Strength study across
key audiences in 10 countries
while providing key insights for
growing HP’s brand value.”
HP can now better identify and
track brand strengths,
weaknesses, opportunities and
threats and address priority
areas with laser focus better
than ever before.
©2015 QUALTRICS LLC.
“With Qualtrics, we have better than ever visibility to our customers and brand KPIs.”
HP + QUALTRICS
DEEPER AND MORE HOLISTIC AUDIENCE INSIGHTS
30% HIGHER SITE CONVERSION
+10 Points INCREASE IN NPS
Double DigitINCREASE IN BRAND AWARENESS
“We collect a ton of data that
provides us with consumer
insights to help us better
profile our audience on what
they watch, when, how much
they watch, which platforms
they use, and why.”
“Since advertisements are a
primary source of revenue,
we’re in a stronger position
when our site conversion
metrics beat competition.”
“The NPS data provided by
Qualtrics helps our product
teams to understand what our
consumers are currently
thinking about our brand, the
extent that they are willing to
recommend us to others, and
how we can improve our
products for the future.”
“Qualtrics insights have
resulted in successful new
product launches, increased
revenue, and double digit
increases in awareness, all of
which help to position CBS
Interactive competitively in the
digital marketplace.”
©2015 QUALTRICS LLC.
“Qualtrics drove millions in ad revenue, and double digit increases in brand awareness.”
CBS INTERACTIVE + QUALTRICS
A great partnership between two super passionate companies
A big "thank you" to everybody at Qualtrics for all the hard work in creating this new, cutting edge, and exciting platform for us here at Under Armour. You guys created a custom platform for us built on the solid foundation of Research Suite and Target Audience. The outcome is much more than that for us, it's like one plus one equals three. This is going to be where the Under Armour field testing team spends our working hours, creating and tracking projects, creating and sharing surveys, recruiting, storing, searching, and rating our testers and users, and ultimately improving our product based on feedback straight from the consumer's mouth to product development's ears. And even more exciting for us is the efficiency it's bringing to our entire team. It's also driving innovation through analytics. We're doing hundreds and hundreds of tests a week and making that data actionable to the business. We're going to roll this out globally. If we're going to roll out Fit amongst all of our manufacturers around the globe, we're going to be firing it up with Qualtrics. This is a great partnership between two super passionate and very fast growing companies, so it's been really exciting working with you guys. At Under Armour, we're not called coworkers. We're all called teammates and I feel like that kind of extends onto the family that we have in Provo.
- Brian and Andrew, Under Armour
“With the Qualtrics teammates in Provo, it’s like one plus one equals three.”
UNDER ARMOUR + QUALTRICS
Qualtrics helps deliver better passenger experiences at sea, on land and online.
ROYAL CARIBBEAN + QUALTRICS
Cruise line of the Year & Most preferred brand
"Since we started using Qualtrics in 2009, we’ve increased our ability to create and deliver better passenger experiences at sea, on land and online. Qualtrics is our go-to tool for actionable insights on everything from segmentation to advertising to loyalty research. We love that the platform is flexible enough for simple surveys but powerful enough to let us push the boundaries of innovative research methodologies. With these insights, we're better able to challenge the misconceptions travelers have about the cruise industry. And we're better able to create adventures that inspire and excite our travelers as technology and expectations evolve. With the help of our partnership and the insights we've applied to our business, our overall awareness and preference has reached an all time high among those who have never cruised, and we remain themost preferred brand among current cruisers. These combined insights have played a role in our being named "Cruiseline of the Year".
For what we use it for, no other tool or platform is as powerful, effective or as easy to use for gaining fast insights. For example, a project that I'm particularly proud of was our recent TV advertising testing we performed using Qualtrics. They coordinated with multiple partners to crank out 2,500 responses in an unbelievable 31 hours! We were able to understand everything from consumers’ ability to remember ads, to being able to link it correctly to our brand, to understanding the overall message we are trying to convey (and of course motivate them to take a cruise!). It was because of this ability to quickly test ads that we were able to fine tune our advertisements into the award-winning commercials you see on TV today such as "Come Seek". As a result, we have been able to successfully launch a national campaign that is showing a significant positive increase in bookings and revenue as well as brand perceptions that no other cruise line offers a better experience than Royal Caribbean."
- Kristina Murray, Royal Caribbean
40% FASTER RESPONSE TIMES
30%INCREASE IN CONVERSION RATES
10% INCREASE IN ENGAGEMENT RATES
REVERSED NEGATIVE PRESS TRENDS AND GENERATED POSITIVE PRESS
Qualtrics technology helped
create faster and easier
experiences for millions of
healthcare seekers on the
highest volume healthcare
website in the world.
Qualtrics collected website
feedback from 130 million
individuals using site-specific
targeted surveys to make
changes in real-time and
dramatically improve site
conversion.
Better experiences translate to
higher engagement and
satisfaction which increased
registration numbers.
Press coverage for
HealthCare.gov has virtually
done a 180 from negative to
positive – driven largely by the
insights from Qualtrics
solutions.
©2015 QUALTRICS LLC.
10 Million Registrations Made Fast and Easy by Qualtrics
HEALHCARE.GOV + QUALTRICS
+43 pointsHUGE INCREASE IN NET PROMOTER SCORE (NPS)
96,000NEW ACCOUNTS BRINGING $9.3B IN ASSETS IN 2015
50% FASTER RESEARCH FOR 70% LESS COST ON 2-5X VOLUME
IntegrationWITH SALESFORCE AND OTHER APPLICATIONS
“Qualtrics makes all the difference. They make our
entire organization more efficient, agile and smart.”
-Richard Shakarchi, Director of Market Research
“We turned our focus to customer-facing enhancements, providing a series of new tools
and revamped functionality across our site, trading platform,
and mobile apps. E*TRADE is in a better position than it has ever been,” -Paul Idzik, Chief Executive Officer.
“With Qualtrics, E*TRADE executes five times the amount of advertising
research—and we do it in half the time for less than one-
third the cost. We can’t afford to wait weeks for reports.
Qualtrics drives efficiency!”
“With Qualtrics, now we can consolidate all our voice of the customer data into a single location by integrating with Salesforce.com.”
©2015 QUALTRICS LLC.
“Qualtrics makes our entire organization more efficient, agile and smart.”
E*TRADE + QUALTRICS
15%INCREASE IN CUSTOMER RETENTION
2XIMPROVEMENT IN VOC CAPABILITY
25%INCREASE IN PROFITABILITY
$100KCOST SAVINGS PER STUDY OVER PREVIOUS VENDOR
After switching to Qualtrics,
Citrix has turned insights into
action and increased customer
retention 15% along with
profitable behavior among target
customers at key touch points in
the journey.
With Qualtrics, our customer
listening posts not only provide
a continuous pulse on our
customers but provide tools
with twice the predictive power
to spot trends so we can act
on them almost immediately.”
Customer experience insights
from Qualtrics surveys have
led to optimization studies that
allowed Citrix to increase
prices on key products by up to
25% with no loss in volume or
customer satisfaction.
Compared to outsourced
consultants we used
previously, we can now do
technically advanced
quantitative studies in-house,
saving over $100K per study
and in half the time.
©2015 QUALTRICS LLC.
“With Qualtrics, our customer listening posts let us immediately act on insights.”
CITRIX + QUALTRICS
300QUALTRICS USERS
10XIMPROVEMENT OVER PREVIOUS SOLUTION
B2B2CRESELLER/PARTNERSURVEYS
Value AddPARTNERS LOVE SITE INTERCEPT
Autodesk has over 200 users
of Qualtrics who are survey
authors and about 100 more
who are survey viewers.
“We’ve made huge leaps
forward using Qualtrics in our
platform for surveys at
Autodesk. The targeting and
real-time reporting with Site
Intercept is awesome!”
“We ask customers about our
resellers using Site Intercept
and transactional triggered
surveys on resellers’ sites so
that we can continue to
improve that relationship.”
“We show the value our
resellers will get from Site
Intercepts surveys. It would be
very costly for them to pay a
3rd party vendor, so we provide
that value added service and
they love it.”
©2015 QUALTRICS LLC.
“Qualtrics helps us understand what our customers have to say in real-time.”
AUTODESK + QUALTRICS
7 pointsINCREASE IN NET PROMOTER SCORE
Swiss Re increased NPS by points in 6-months and grew overall customer satisfaction by as much as 27%. “With Qualtrics, our NPS has risen every year and closing the loop is now a seamless process.”
©2015 QUALTRICS LLC.
“With Qualtrics, NPS has risen every year and closing the loop is now seamless.”
SWISS RE + QUALTRICS
37%INCREASE STOCK PRICE SINCE 2013
“The value in having a web based, affordable, highly secure insight platform that gives us 24/7 access to data with an intuitive interface where literally anyone can become an expert user in minutes is such a tremendous value to our entire organization.”
90%DECREASE IN RESEARCH COSTS
“The data from Qualtrics’ surveys remains the IP of Swiss Re to use and refer to in perpetuity. Plus the number of surveys that we can do is unlimited with Qualtrics, which means that the pace of developing actionable insights for our org has grown exponentially, limited only by our internal capacity.”
5XINCREASE RESEARCH SPEED & PRODUCTIVITY
“Qualtrics technology was the only solution that met 100% of Swiss Re’s requirements. We’ve increased research speed up to 5X over previous solutions, increased research productivity by 2-3X, and increased research flexibility & control by 100% over full-service solutions.”
8 pointINCREASE IN NET PROMOTER SCORE
“America First Credit Union has to provide the best possible experience to its members every day. Qualtrics allows us to act quickly on real-time feedback better than any other insights tool we’ve ever used.” -VP Service Quality
©2015 QUALTRICS LLC.
“With Qualtrics, insights become action in real-time across our entire organization.”
AMERICA FIRST CREDIT UNION + QUALTRICS
$14MINCREASE IN REVENUE IN 12-MONTHS
Increased revenue by over $14M in 12-months, driven in part by insights acted upon from Qualtrics data which provided organization-wide understanding of member needs and expectations.
50%DECREASE IN COSTS + IMPROVED KPI VISIBILITY
AFCU reduced survey and overhead costs by 50% by implementing a single, enterprise research platform, and integrating Qualtrics with Tableau to give all 114 branch managers a performance dashboard. As a result, they’ve gained better-than-ever visibility to the KPIs needed to grow.
5XHIGHER RESEARCH SPEED & 3X PRODUCTIVITY
“As a result of Qualtrics, today every one of our branches has the data they need to know exactly what to do to increase their promoters and drive up their NPS. That’s making a real impact for our entire organization. It’s a perfect example of insights to action.”
200 millionPASSENGERS PER YEAR
17 of 20 yrsNORTH AMERICA’S LEADING AIRLINE
88,000EMPLOYEES
350DESTINATIONS IN 50 COUNTRIES
Qualtrics’ dynamic, interactive
CXM platform gives the world’s
largest airline the ability to
measure and improve customer
experiences for 200 million
passengers worldwide.
AA has been named North
America’s Leading Airline 17
times in the past 20 years.
AA employees rely on Qualtrics
data to continuously monitor and
ensure positive and unforgettable
customer experiences, from ticket
purchases to on-time departures
to in-flight and post-flight
experiences.
Together with regional partners,
AA operates an average of nearly
6,700 flights per day to 350
destinations in more than 50
countries.
©2015 QUALTRICS LLC.
World’s Largest Airline Adopts Qualtrics to Improve CX for 200 Million Passengers
AMERICAN AIRLINES + QUALTRICS
#1WORLD’S LARGEST INSURANCE COMPANY
SatisfactionWITH PHENOMENAL CUSTOMER EXPERIENCES
PartnershipFOR SUCCESSFUL OUTCOMES
Allianz, the world's largest
insurance company and the
largest financial services
company, chose Qualtrics as
it’s VoC partner for customer
experience management.
“I have worked with many
vendors throughout my career,
and the level of ownership and
quality execution that we have
experienced is truly second to
none.”
“We definitely will continue
using Qualtrics. Our
partnership has been an
enormous success.”
©2015 QUALTRICS LLC.
Qualtrics Helps Allianz Deliver Customer & Employee Solutions from A to Z
ALLIANZ + QUALTRICS
150,000EMPLOYEE INSIGHTS
Endorsed by the CEO, Allianz
partners with Qualtrics to
conduct its annual Employee
Engagement Surveys.
101%FUNDING GOAL ACHIEVED VIA KICKSTARTER
400%INCREASE IN AWARENESS + GLOBAL SALES GROWTH
10XINCREASE IN SOCIAL MEDIA REACH & ENGAGEMENT
$35KSAVED PER RESEARCH STUDY VS. OTHER VENDORS
“With Qualtrics data in hand, we launched a Kickstarter campaign with a high degree of confidence and raised 101% of our funding goal in less than one month. Soon thereafter, we successfully launched the company and earned positive press for our innovative products designed for women.”
“Even though we are a startup,
after Qualtrics helped us understand our target audience
and market, we saw awareness
and sales pick up internationally in Australia,
the UK, Singapore and elsewhere.” – Kelly Williams,
MotoChic Gear
“We've gotten some fantastic reviews from top motorcycle magazines and travel sites,
like this one: ‘I think your bag is the best I’ve ever seen…plus
it’s made by a female who knows what a female likes
and needs.’” - Valerie Thompson, 7x Land Speed
Record Holding Motorcyclist
“We’re data-driven but cost-conscious. So I very much appreciate having a tool like Qualtrics, which is user friendly and powerful for validating what our customers want. It’s the best insight platform on the market.” – Debra Chin, CEO
©2015 QUALTRICS LLC.
“Having the right data, at the right time, from the right audience makes all the difference.”
MOTOCHIC GEAR + QUALTRICS
40%REDUCED RESEARCH COSTS
100%INCREASE IN FLEXIBILITY
Revenue upINCREASED PAGE VIEWS AND AD IMPRESSIONS
Integration WITH ADOBE ANALYTICS DELIVERS HIGHER ROI
“By using Site Intercept, we can
do our own tests in-house, and
also present new site content or
promotional materials without
having to use ad space, which is
like getting free real estate on a
site.”
“Qualtrics Site Intercept gives
us the flexibility to change our
website on the fly, whether
responding to breaking news
or highlighting top stories. We
can provide website visitors
with targeted and relevant.”
“After we switched to Site
Intercept, we were able to
immediately take action on the
data we were collecting which
drove up page views,
impressions and revenue.”
“We capture different layers for
each of our sites, and Site
Intercept integration with Adobe
Analytics gives us more
flexibility beyond targeting by
browser and URL.”
©2015 QUALTRICS LLC.
“If you capture it, you can target against it. It’s amazing what you can do with Site Intercept.”
COX MEDIA GROUP + QUALTRICS
Site Intercept allows us to capture customer feedback to improve our customers’ digital experiences, send targeted messages and promotions that add value and inspire trust, and convert insights into revenue-generating customer behaviors. Site Intercept drove 20% incremental revenue from product sales during promotions
20%INCREMENTAL REVENUE
Investor’s Business Daily needed to better understand target customer wants and engage prospective and existing customers with more value-adding experiences to add new customers and retain/upsell existing customers. Site Intercept feedback drove 33% increase in conversion rates for webinar registrations.
33%INCREASE IN CONVERSION RATES
“After switching to Qualtrics,we saw a 10X increase in engagement.”
INVESTOR’S BUSINESS DAILY + QUALTRICS
When we run acquisition campaigns with promotional offers to customers who aren't currently subscribing to a certain product, we can target customers by up to 20 variables to serve up the content and offers that are most relevant. Site Intercept enabled an incremental 21% in geo-targeted events.
Site Intercept drives our ongoing training registrations, and those convert at a 10X times higher rate. Using Site Intercept, we can also identify customers who are on a trial and immediately adapt our cross-sell strategy to promote relevant free product training to increase conversion rates for full subscriptions.
21%INCREMENTAL INCREASE IN GEO-TARGETED EVENTS
10XINCREASE IN CONVERSION RATES AMONG TARGET
An Indispensable Tool for 38,000 Students Doing Sophisticated Research with Qualtrics
UNIVERSITY OF COLOGNE + QUALTRICS
University of Cologne
50% FasterSURVEY SET-UP AND DEPLOYMENT
PowerfulAND SOPHISTICATED SUITE OF CAPABILIITIES
IntuitiveAND USER-FRIENDLY INTERFACE
Cologne students and
professors reduced their
overall research time by
approximately 50 percent
when using Qualtrics, due to
automated research processes
during setup and deployment.
“The flexibility and power of
the Qualtrics solution enables
our students and faculty
researchers to incorporate
email triggers, panel triggers,
complex branching,
randomization, and other
sophisticated applications.”
“The user interface is so easy
to learn that anyone can
design and deploy a survey
faster and in greater detail
than any other solution
available on the market.”
24/7WORLD-CLASS SUPPORTTEAM READY TO ASSIST
“We were looking for a solution
that provided excellent
customer support. The
Qualtrics team provides world-
class support 24-hours a day
to our University research
team.”
60%IMPROVEMENT IN PRODUCT ROADMAP
2XINCREASE IN CUSTOMER CENTRIC DATA
75%OF CUSTOMERS NOW INA REFERAL PROGRAM
Prior to Qualtrics, Zenshifts
didn’t know what product
features were important to
their clients, now they do and
as a result, 60% of their
product roadmap has been
changed to better meet
customers needs.
Zenshifts now gives customers a
voice through Qualtrics using
post purchase surveys to
understand why customers
purchased and collect
customers’ feedback.
With Qualtrics, Zenshifts has
been able to develop a referral
program where every customer
who is an NPS promoter is
asked to join their referral
program and as a result referrals
now make up 75% of Zenshifts’
customer base.
“We needed an online platform
which was sophisticated, yet easy-
to-use so we could be agile in how
we obtained customer feedback
and effortlessly develop reports
which could be shared and
analysed with all stakeholders”
©2015 QUALTRICS LLC.
EasyPOWERFUL SOFTWARE THAT ANYONE CAN USE
“Qualtrics allows us to get our product roadmap in line with our customer needs.”
ZENSHIFTS + QUALTRICS
20,000PEOPLE REACHED PER WEEK
Real-time REPORTING
Fifth Dimension moved to
Qualtrics to meet their
comprehensive needs for
today and for the future.
Qualtrics is the only platform
which allows Fifth Dimension
to conduct their large amounts
of market research.
Fifth Dimension is running a
number of market research
studies at any point in time for
their clients. With Qualtrics
they are able to provide real-
time reporting to their clients in
stakeholder dashboards
customised for their needs.
Due to the flexibility and ease-
of-use of Qualtrics, Fifth
Dimension were able to set up
a live stakeholder dashboard
in just two days allowing them
to offer a better service to their
customers.
Due to the fast successes Fifth
Dimension has had with
Qualtrics, they are now looking
at how they can expand and
enhance their offerings to
customers and drive more
revenue.
©2015 QUALTRICS LLC.
Enhanced AND EXPANDED OFFERINGS TO ACCELERATE SUCCESS
Strategic insights firm chooses Qualtrics to reach 1.7 million people in 12 months.
FIFTH DIMENSION + QUALTRICS
EasySOPHISTICATED SOFTWARE FOR EVERYONE
With Qualtrics St John of God
Healthcare is able to action on
the insights gained. There
have been over 120 tangible
business changes which have
been implemented back on the
feedback from the divisions.
St John of God Health Care is a
leading provider of
private hospitals, pathology,
home nursing and social
outreach services, throughout
Australia, New Zealand and the
wider Asia-Pacific region. They
operate 16 hospitals and have a
total of 2,488 beds.
“The Qualtrics platform is key to
engaging with our divisions and
ensuring we are constantly
improving our support and service.
Qualtrics allows us to gain fast
insights and act on the insights
gained to improve our business
and ultimately provide a better
internal customer experience.
St John of God Healthcare is
now looking at expanding the
platform to be used externally
by the divisions to obtain
feedback from their patients
and specialist medical
practitioners.
©2015 QUALTRICS LLC.
“Qualtrics allows us to gain fast insights to improve our business & customer experience.”
ST JOHN OF GOD HEALTHCARE + QUALTRICS
#1HEALTHCARE PROVIDER
120+BUSINESS CHALLENGES IMPLEMENTED
Top resultsFROM FAST AND ACTIONABLE INSIGHTS
GrowthEXPANDING TO PATIENTS AND SPECIALISTS
Bankwest were experiencing a
19% site exit on their credit
card online application form.
Based on Qualtrics data,
Bankwest redesigned the
paged to clearly show there
was one more step to complete
the form and reduced the exit
rate by 48%.
Bankwest implemented Qualtrics
with Adobe Analytics integration
to improve their digital customer
experience and website
conversion rates.
Bankwest captures site
feedback at many customer
touch points across the website
customer journey in order to
make it easier to find key
information and make digital
experiences more effective,
easy and enjoyable.
Bankwest uses Site Intercept to
launch pages in hours and with
no IT support. Their website is
constantly updated with optimal
usability based on the needs of
their website visitors which
resulted in increased website
conversion and revenues.
“Qualtrics allows us to understand the ‘why’ behind website visitor behaviour”
BANKWEST + QUALTRICS
IntegrationWITH ADOBE ANALYTICS
48%REDUCTION IN EXIT RATE
Site feedbackACROSS THE DIGITAL CUSTOMER JOURNEY
ConversionCHANGES MADE IN HOURS WITH NO IT SUPPORT
From Listening to Taking Action,Qualtrics Makes VoC Matter for Ricoh
RICOH + QUALTRICS
20%IMPROVEMENT IN SATISFACTION SCORES
95%ISSUE RESOLUTION SATISFACTION RATE
VisibilityIN REAL-TIME TO SURVEY RESPONSES & PROFILES
Customer Loyalty Index was
created from listening posts is
now shared across the
company as a vital customer
metric in the company
dashboard, with the data
integrated into corporate and
functional goals.
Immediate concerns are
routed in real-time to the
Customer Relations team,
which immediately contacts
customers, and logs and
tracks issues through
resolution.
Instant visibility to loyalty data
empowers sales reps with the
data to act on immediate
customer growth and retention
opportunities.
IntegrationBETWEEN RESEARCH SUITE & CRM SOLUTION
“To fuel customer satisfaction,
increase follow-up and track
activities, Ricoh will integrate
Qualtrics Research Suite with
its CRM solution.”
Real-timeDATA –BASED DECISION MAKING FOR EXECS
90%RESPONSE RATES DRIVE REAL BUSINESS CHANGE
UnlimitedEMPLOYEE TIME OFF AS A RESULT OF FEEDBACK
OneINSIGHT PLATFORM TO CONSOLIDATE RESEARCH
With Qualtrics, Twilio is
accelerating its goal to reinvent
cloud communications by
consolidating customer and
employee insights onto a single
insight platform.
We’re helping to drive real
business changes based on
customer and employee
insights. With high responses
rates, we have the data
needed to help optimize the
merging of web services,
telecom and cloud computing
Happy employees make for
better customer experiences
make for happier customers.
As a result of employee
feedback from Qualtrics
surveys, employees at Twilio
now have unlimited time off.
And yes, they’re very happy.
Less anecdotes, more facts.
Less waiting, more acting.
Real-time data from Qualtrics
is engrained into Twilio culture,
which is a massive competitive
differentiator in the market.
©2015 QUALTRICS LLC.
“Because of Qualtrics, our customer experience is exponentially better.”
TWILIO + QUALTRICS