Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 1
Tony Roma’sTony Cares Training
November 2015
Levi Roberts | Customer Success Manager801.743.7377 | [email protected]
David Van Brocklin | Director, Client Services801.743.7575 | [email protected]
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 2
Agenda
InMoment - Our Partner
Guest Experiences Matter!
What’s New
How “Tony Cares” Works
Reporting!
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 3
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 4
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 5
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 6
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.
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 7
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)**
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 8
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?
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 9
You and your team can make a difference by creating memorable experiences…just like a pair
of red shoes!
Create Memorable Experiences
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 10
Tony Cares Approach
ENGAGE LISTEN UNDERSTAND SHARE
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 11
What’s New
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 12
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?
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 13
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 14
How it Works!
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 15
The Guest’s Journey
StoreExperience
GuestInvitation
Guest Feedback
Free Onion Loaf
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 16
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 Roma’s Training | November 2015 | © 2015 InMoment, Inc. 17
Tony Cares – Guest Satisfaction Survey
Offered in 5 Languages
English
Espanol
Portugues
Japanese
Simplified Chinese
Arabic
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 18
Tony Cares – Guest Satisfaction Survey
TonyCares.com
Demo code: 0000
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 19
Tony Cares – Ratings
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 20
Tony Cares – Drill Down Detail
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 21
Tony Cares – Active Listening
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 22
Tony Cares – GoRecommend
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 23
Tony Cares – Validation Code
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 24
Reports Headed Your Way!And How to Access Your Data
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 25
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 26
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 27
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 28
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)
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 29
Guest Recovery Summary - Weekly
See a snapshot of all callback requests on a weekly basis
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 30
Guest Recovery Detail - Weekly
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 31
Response Distribution - Monthly
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 32
Comment Poster - Weekly
Post Outstanding Comments publicly…
…while handling Opportunity Comments
privately
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 33
Trend Report - Online
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 34
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 35
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”
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 36
Landing Page – Non-Restaurant Level
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 37
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.
1 2
3 4
5
6
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 38
Focus – Restaurant Level
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 39
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.
1
23
4
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 40
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
Tony Roma’s Training | November 2015 | © 2015 InMoment, Inc. 41
Thank you!Levi Roberts – Customer Success Manager
David Van Brocklin – Director, Client Services