newBrandAnalytics Overview March 2013
Dec 02, 2014
newBrandAnalytics Overview
March 2013
newBrandAnalytics Quick Overview
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Our Mission
newBrandAnalytics takes
social informationand transforms it in to
operational intelligence
Gain Market Share with nBA
Social Intelligence… Location Specific Insight Drive to Action Competitive Strategy Online Engagement
…that drives Happier Customers Better Online Reputations Revenue Market Share
Images are for display purposes only – content and visuals may vary slightly
The Social World Impacts You
Smart phone use skyrocketingComfort with social sites growingSocial feedback growingCustomer feedback spreads like wildfire
47%
84 M visits / month
150 reads/review58% YoY
Social Intelligence: You Can’t Ignore It
“Traditional surveys tell you what is important to the company, while social feedback tells you what is important to the guest.”
Lane Cardwell Restaurant Industry Veteran
Social Guest Feedback
Mystery Shoppers
Manager
Traditional Surveys
1-800 FeedbackComment
Cards
Social Media Has the Power To…
newBrandAnalytics – At A Glance
How it Works
Collection• All Relevant Social Sites• Comment Cards and Survey Data• Text or Web Forms
Processing• Proprietary Natural Language Processing• Sophisticated Quality Assurance Network• Advanced Algorithms for Grading,
Credibility & Theme Extraction
Presentation• Persona-based UI• Alerts, reports, and customized
dashboards• Direct to mobile, tablet or PC
Customer Validation
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The Most Powerful 10 Minutes of Your Week
Customers Demand a Full Spectrum Solution
Awareness & Monitoring
Reputation Management
Efficiently listen for feedback
across wide variety of sources
Rapidly respond to
negative feedback
Performance Management
Uncover underlying patterns,
trends and root causes
Targeted Marketing
Identify cohorts and customize messaging
Strategic Insight
Benchmark against
competition and conduct
ad hoc analytics
Next Steps<<customize this to the stage of deal>>>Dive deeper into nBA solutions.Schedule a demo of your live data.Proposal preparation & pricing.Review reference materials.Check us out at www.newBrandAnalytics.com
newBrandAnalytics More Detailed Use Cases
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Social Media Has the Power To…
Back of house social hall of fame
Employee shift selection
Special awards
Find vendor changes in product delivered
Note size variances from agreement
Assess freshness & merchandising
Improved Service =Improved Customer
Experience
Improved Service =Improved Customer
Experience
Improved Food Quality =Improved Customer
Experience
Improved Ambiance =Improved Customer
Experience
Carpet unsafe floor Solve uncomfortable
seating Uncover unclean
Bathrooms Discover lighting
issues
Social Media Has the Power To…
Add requested product, menu items or room amentities
Uncover location specific issues
Drive new offers
Understand current location challenges
Identify new locations based on competition
Compare pricing to value
Identify customers expectations
Improved Food Quality =Increased Customer
Loyalty
Improved Food Quality =Increased Customer
Loyalty
Improved Convenience =Increased Customer
Loyalty
Improved Value =Increased Customer
Loyalty
Daily Usage of newBrandAnalytics
Brand research Engagement Brand strategy Marketing &
awareness Crisis
management
Increase customer counts
Tighten service standards
Measure customer experience
Benchmark vs. competitors
Price to value management
Increase revenue Be inspired
Perfect recipes Launch product Train staff Operational
safety and optimization
Root cause discovery
Review:“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like this place, I’ll be back.”
Decipher The Feedback
Food- Quality• Sandwich, tasty: Positive• Fries, limp, Negative• Fries, cold, Negative
Overall Experience• Place, like, Positive
Service - Quality• Server, quick, Positive
Loyalty• Will Return, Yes
Review:“The sandwich was tasty, but my fries were limp and cold. Their
server was quick to respond to my request for new fries. I like this place, I’ll be back.”
Customized to Fit The User
Pushed Actionable Alerts
Read & Respond Location Details Personnel
Highlights
Operational Differences
Supply Chain Issues
Brand Awareness
Customer Loyalty Brand Impact Customer
Engagement
Social Market Intelligence Maturity
• Discover and read mentions on social sites about your brand and location
• Connect with reviewers
• Demonstrable listening
• Recover lost guests
• Alert operators for action
• Reward on operational achievements
• Make location specific changes
• Drive corporate marketing
• Make cross location changes
• Influence corporate strategy
nBA’s Appeal
Top-of-mind
Real-timeDynamicRight-time
Sen
timen
t Actionable
Acc
urat
eStatistical
Intuitive
Unco
ver
Tren
ds
Beyond
Sta
r R
ati
ng
CompetitiveLocation
Unp
aral
lele
d
Industry Specific
Fin
gert
ips
Innovative
newBrandAnalytics What We Do
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Overview
newBrandAnalytics transforms the feedback your customers share through social media into operational intelligence you can use to gain a competitive advantage and increase
market share.
Driving Operational Improvement
nBA Product Offerings
Actionable Social Business Intelligence
Customer Driven Competitive Intelligence
Brand Strengthening, Customer Retention
Real-time Customer Feedback
Ad-hoc Situational AnalysisnBA Explore
newBrandAnalytics: Customer Use Cases
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nBA themes and sentiment analysis shows a growing trend in WAIT STAFF Rude and WAIT TIME Long Wait. Drivers of intent to return did not include service and staff.
Response: Management adjusted the host/hostess and server greeting of guests. Retrained staff to be genuine and warm.
Results: Drivers of intent to return included Service, Wait Staff and Management as three of the top five reasons customers would return. And intent to return increased by 50%.
1. Identified issue
2. Adjust process
3. Set new standard of service
The Case of the Friendlier Server
A legendary bakery wanted to understand what menu items elicited a emotional response in customers; discovered calm chowder in bread bowls mentioned most.
Response: Before, the only option was to order a half sandwich and cup of soup, sans bread bowl. The data convinced bakery to add option of full entrée salad along with soup in bread bowl.
Results: The new menu addition of the Bread Bowl Soup and Salad Combo now represents about 30% of all combos ordered on a daily basis.
“Having well-defined reports drive home the passion
customers have for a certain product makes it easier to
deliver positive memories.” - Exec. VP of Business
Development & Marketing
Menu Changes that Roll in the Dough
1. Identified issue
2. Adjust process
3. A new favorite arrives
01. Sweet Potato Fries (141)
02. Calamari (85)
03. Burger (73)
04. Jambalaya (62)
05. Lettuce Wraps (45)
DISHES NAMED
nBA themes and sentiment analysis shows a growing trend in DISHES NAMED Sweet Potato Fries described as hard and small.
Given their standard cooking time chefs were retrained on of the art of cutting sweet potato.
After just four weeks, Sweet Potato Fries emerged as the most frequently mentioned, and overwhelmingly positive, dish named in online customer feedback. Customers described them as delicious, tasty, and crispy.
1. Identified issue
2. Adjust process
3. A new favorite arrives
The Case of Not So Sweet Potato Fries
A theme of slippery floors in FACILITIES category. Furthermore the problem was identified by women and close to the restroom.
The Results: slippery floor disappeared from the FACILITIES operational category and a potential hazard was eliminated.
Simple solution: order a bigger matt increasing a $5 per month spend to $10 per month
The Case of the Slippery High Heels
1. Identified issue
2. Adjust process
3. A new favorite arrives
A negative trend in DISHES NAMED about Chicken Caesar Salad. With the most of the negative commentary was during lunch service.
The Response: retrained the Sous Chef on the lunch shift address the root source of the guest sat issue: too much dressing.
The Results: The performance score card for DISHES NAMED improved, and unit sales increased over the month after the operational change.
“The grilled Caesar salad is my new favorite and lives up to the restaurant's name. If I don't have it every week or so, I really start
to crave it!”
The Case of the Overdressed Caesar Salad
1. Identified issue
2. Adjust process
3. A new favorite arrives
The Case of “Make Your Own” Pie
“My pizza was outstanding and the cheese was melt in
your mouth delicious. I would highly recommend it.”
1. Identified issue
2. Adjust process
3. A new favorite arrives
Low scores in MENU performance card (C-). Customers mention the desire to make their own pizza pie.
Response: The management team responded adjusted back of the house operations to handle custom pizza orders.
Results: Since ‘Make Your Own Pizza’ has been added to the menu, it now accounts for 14% of revenue and is the most popular item.
Food value and pricing comments drove a fast casual purveyor of wings to review competitive data showing most offered wings & sauce for one price.
The results: Unit growth in sales and dramatic change in consumer sentiment on pricing and value. Increase positive sentiment by more than 20%
After years of charging separately for wing sauce, decided to include it in price of wings.
Competitive Intel Drives Strategy
1. Identified issue
2. Adjust process
3. Happier Customers
Menu Optimization
Monitor social feedback to gauge guest reaction to removal of 30+ menu items
Identified short-term decrease in sentiment regarding menu offerings, but drastic improvements in speed of service, food temperature, and food quality
Rolled optimized menu out to all corporate stores
Menu Development
Leverage unsolicited guest feedback regarding universal expectations of included toppings and side dishes
Guests uniformly disliked being charged an additional amount for sauce for their wings or fries with their burgers
Introduced bundled wing/wing sauce and burger/fries options in all corporate stores. Guest perception around brand’s value proposition improved.
Service Improvement
Use Social Intelligence to benchmark regional service performance across an enterprise organization
Service performance was severely lagging brand performance in a region. Host/hostess staff were continuously seen as “unfriendly” or “unavailable.”
Ops team implemented new “friendly” points-of-service and introduced a third-party reservation system to monitor hosts greeting guests. Loyalty in region increased by over 40%.
Experience Enhancement
Translate customer passion for trademark dish into revenues via new combo offering
Daily Reports revealed emotional response for clam chowder in bread bowl – customers wanted more bread bowl options
Add menu option so customers could order an entrée salad along with soup in a bread bowl. New combo accounts for 30% of all combos ordered on a daily basis.
USE CASESINITIATIVE USE CASE FINDINGS RESULTCOMPANY
Casual Dining Chain
(200+ Units)
Casual Dining Chain
(350+ Units)
Upscale Casual Dining Chain(200+ Units)
Multi-Concept Brand
(40+ Units)
Dynamic Brand Study
Reaffirm effectiveness of all-organic beef brand strategy by measuring positive brand sentiment across social landscape
Using our platform to measure brand performance and analyze competitors allows for confident marketing decisions
Social data yields better information on customers and potential locations for growth, thus rendering time-consuming focus groups unnecessary
Pricing & Value
Assessment
Turn negative commentary about pricing and value of one huge fry size into test opportunity for menu diversification
Discovered sentiment in Pricing & Value for their fries was 68% negative, seems most people don’t like paying for fries they’re too full to eat
Due to feedback, testing begins in a dozen markets to study percent of positive customer response to the addition of a smaller fry size on the menu
Guest Recapture
Connect with both positive and negative reviewers online to encourage return visits and recommendations
Tracking verbatim reviews and intent to return enables team to engage with reviewers on service issues, questions and/or praise in real-time
Customers appreciate quick response and typically revise negative reviews or low star ratings to reflect satisfaction with guest recovery effort; usually results in second trial
Competitive Benchmarking
Examine top named dishes and cocktails of leading national restaurants to enhance culinary prestige
Providing a memorable gourmet experience is vital when restaurants compete; menus starting to get ho-hum reviews
Chefs and culinary staff drew inspiration and ideas from competitors’ top trending ingredients and named buzz-worthy dishes and cocktails
USE CASES
INITIATIVE USE CASE FINDINGS RESULTCOMPANY
Fast Casual Chain
(30+ Units & Growing)
QSR(1,000+ Units)
Casual Dining Chain
(800+ Units)
Multi-Concept (2,000+ Units)
newBrandAnalytics: Why You Need nBA
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Social World is HereSmart phone use skyrocketingComfort with social sites growingCustomer feedback largely ignoredCustomer feedback spreads like wildfireLoyalty programs not workingSocial driving behavior
36% Travelers Consult Review Sites Before Booking2010 Trip Advisor & Cornell Hospitality Research
Hotels & Social Media
1 Star Increase Allows 11% Price IncreaseWith same market share, Travelocity & Cornell Hospitality Research
1% Increase Reputation Results in .54% OccupancySTR with ReviewPro & Cornell Hospitality Research
Understanding guest opinion of your restaurant has always mattered Know what works Know what does not work Avoid surprises Test new ideas. Feel new trends. Monitor competition.
Face-to-Face(Manager Interaction)
Mystery Shoppers
Comment Cards
Traditional Surveys
1-800 Feedback
Listening to Guests
Social Feedback Explodes onto SceneSocial Media is Game Changing Smart phone use skyrocketing
• 46% smartphone usage and climbing Comfort with social sites growing
• Yelp has 41M reviews a month Customer feedback spreads like
wildfire• Average review read by 22,000 people
Old listening strategies no longer suffice More data is online than you think
• > 20 per location per month or 80,000 per year for average 200 location chain
Social Guest Feedback
Mystery Shoppers
Manager
Traditional Surveys
1-800 Feedback
Comment Cards
The Experts on Social vs TGSRestaurant Industry Veteran “Traditional surveys tell you
what is important to the company, while social feedback tells you what is important to the guest.”
Forrester Research, Kerry Bodine, Author “Outside In” Social media is a critical
part of the puzzle, and companies that skip social media monitoring are missing out on a rich source of customer insights.
Social Guest Feedback
Mystery Shoppers
Manager
Traditional Surveys
1-800 Feedback
Comment Cards
Social Revolution = Your Challenge
Hordes of PeopleThousands of Reviews Hundreds of Sites
Typhoon of InformationUnstructured chaos requires computer processingUnderstands yesterday, today and predicts future
From chaos produce digestible, deciphered truthAct, manage, monitor
Top Sources for Online Reviews
Overall star ratings vs. operational grades
newBrandAnalytics: Products Summary
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Actionable Social Business Intelligence
Your Results: Distill Volumes of Data Focus & Act Locally Think Strategically
Drive Brand Consistency Loyal Customers
Brand Strengthening, Customer Retention
Your Results: Build Relationships Reward Advocates Win Back Unsatisfied
Customers Build Customer Loyalty
Real-time Customer Feedback
Your Results: Fix experience, not the
customer Avoid damaging online
comments Brand affinity & happier
customers
Customer Driven Competitive Intelligence
Your Results: Understand local and
brand level competitive strengths & weaknesses
Drive strategy Increase market share
Text Analytics as a Service: Supports Any Unstructured DataImmediate, Real-time analysisDeciphers, Sorts Presents Common Themes Presents TrendsAllows for Dynamic QueryDrill into Detail Verbatim
Ad Hoc Research & Analysis
Your Results: Fast & easy analysis of
trending topics Share & distribute in real-
time
nBA Explore
Survey Reply AnalysisNatural Language Processing of Unstructured Text FeedbackUnified View of Internal Survey Results and Social Media Intuitive, User Focused Views Location Level Performance Performance Benchmarks Common Themes Alerting & Reports
Single View of Customer Sentiment
Your Results: One-stop shopping for
customer sentiment analysis
360 View of customer feedback
nBA Internal
Deep Analysis Highly trained analystsTargeted Research Focused on your strategyStrategic PlanningCompetitive IntelligenceIndustry TrendsLoyalty Analysis
Data Driven Strategy
Your Results: Deep understanding of
brand influencing customer sentiment
Actionable insights Increased value of data
newBrandAnalytics: How It Works
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Collecting What’s Yours Location Specific Explores and tracks content
generated for individual locations Geo-location & location mentions
Automatic Harvesting Analyze the social web looking for
mentions of your business Social media, blogs, forums,
review sites Collects comment multiple times
per day Automatically identifies new
sources
Known Sources
Trip Advisor Yelp Priceline Gayot Menuism Google Local Hotels Foursquare Booking Expedia UrbanSpoon
Facebook Twitter Zagat Orbitz OpenTable CitySearch Yahoo Local Reddit Washington Post NY Times Many more…
Processing Unstructured DataNatural Language Processing Comments are processed and
keywords are extracted, creating insights
Sentiment is evaluated for each insight
Human Quality Control Team of industry experts
accommodate for nuances Continuously improve machine
processing with continuous learning
Categorization – Evaluating Your Business
Deep Level Analysis Understand the “why” Industry specific best-
practice KPIs
360 Evaluations Performance evaluations of
your products and services Explore customer’s
satisfaction with everything from Personnel to Furniture to your Bathroom Facilities
Hotel Categorizations
General Experience
Restaurant Categorizations
General Experience
Retail Categorizations
General Experience
Proven Analysis Framework
Grading Model Patent pending algorithm Rollup of insights to review Grades displayed as letters or
numerical
Insights Comments per reviewImpressions Reach of authors comments Impact analysis
Creating a Complete Picture
Unsolicited Social Feedback Solicited Text & Mobile Feedback
More Data, More Accurate Together
Author Credibility Author authenticity evaluation
based on characteristics and usage statistics
Not every author is equally credible
Author Details• Fans• Friends• Followers
Credibility Ranking
Find Most Impactful Reviews
Actionable Data: Current & Historical
Performance Trends Understand volume and
sentiment Spot changing sentiment over
time Monitor effect of change
Actionable Themes Monitor key trending topics Identify operational
improvements Reinforce exemplary
performance
Benchmarks Compare your performance
within and across your locations, categories and sources
Understand where to focus your efforts
Loyalty Analysis Watch for your customers’
loyalty trends Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly
Actionable Data: Current & Historical
Performance Trends Understand volume and
sentiment Spot changing sentiment Monitor effect of change
Actionable Themes Monitor key trending topics Identify operational
improvements Reinforce exemplary
performance
Benchmarks Compare your performance
within and across your locations, categories and sources
Understand where to focus your efforts
Loyalty Analysis Watch for your customers’
loyalty trends Understand what drives
loyalty in your customer base
Images are for display purposes only – content and visuals may vary slightly
Reporting & AlertsOnline & Mobile Reports Any Frequency: Yearly,
Quarterly, Monthly, Daily DigestCompletely Customized Drive to actionable data Delivery to mobile device Schedule & assigned Role basedAlerts Powerful alerting
• Location, category, source, loyalty and any keyword
• Schedule & assign
newBrandAnalytics: Hospitality Data
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Review:“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be convenient, so I’ll likely go back.”
Decipher The Feedback
Room- Quality• Room, large: Positive• Bed, hard, Negative• Bathroom, dated, Negative
Facilities• Location, convenient, Positive
Service - Quality• Staff, friendly, Positive
Loyalty• Will Return, Yes
Review:“The room was large, but the bed was hard and the bathroom
dated. I found the staff to be friendly and the location to be convenient, so I’ll likely go back.”
Hotel Reviews by Age Group
Mobile Phones
How can a poor online reputation further squeeze potential revenues?
Eleven percent of online commentary about hotels concerns F&B
newBrandAnalytics: The Company
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Industries
Serving Up Actionable Intelligence
Driving Positive Reviews &
Higher Occupancy
Helping Residents
Empower Their Voice
Improving The Shopping
Experience
RetailGovernmentHospitalityRestaurant
nBA Leadership
Kristin MuhlnerCEO
Susan GaneshanCMO
Lenn KurtzmanCFO
David MurrellCTO
Sagie DavidovichVP Engineering
Kam DesaiFounder, Product
Zach BoisiDirector, Client Services
Barton PhillipsEVP, Sales
HeadquartersWashington, DC40 employees
Engineering, QACaesarea, Israel12 employees
HPNAtlanta, GA
80 contractors
A Global Operation
newBrandAnalytics At A Glance
Improving > 4,500 locationsMonitoring more than 10,000 locationsMajor chains & multi-conceptsRapidly expanding
Software-as-a-ServiceSelf-serve & client services supportSecure, reliable, robustDriven by industry experts for industry
Current Food & Beverage Hospitality Government Retail
In 2013 Healthcare
Customers Solution Industry
newBrandAnalytics:The Roadmap
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2013 Roadmap & Product Focus
SCALE
Deliver cost effective mid-market solution and offer
correlation of finding to other data types
DRIVE TO ACTION
Lead the user to action in a step wise approach and proliferate usage across customers organization
PROMOTE LOYALTY
Enable focused communications with
influencers, drive guest recovery and increase new
and repeat customers.
Lead User
Goal Orientation
Advanced Reporting
Reputation Mgt
Loyalty Improvements
Guest Acquisition
Internationalization
Integration & Admin
Automation & Data Quality
Thank you
www.newBrandAnalytics.com
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