TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
CUSTOMER SHIFTS TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 2 NEW definitions of what constitutes value Emotional associations and Easewill be key decision drivers Recession fatigue will cause customers to become less forgiving Customers will actively avoid effortful brands and complex transactions
WHAT THIS MEANS FOR ORGANIZATIONS TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 3 Organic Sales will be the first port of call - word-ofmouth, self-referral, and external referral that results into wallet-share Reduction in cost of sales will be a key goal Cashflow will take precedence over margins Prevention of customer churn will have significantly increased importance and focus
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 4 WHAT THIS MEANS FOR YOU Metrics (NPS, CSAT) must directly link to revenue/profitability outcomes Metrics must give operational roadmaps, not just strategic indicators Assessment frameworks should include lagging AND leading indices of performance
WHAT IS MISSING NOW TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 5 Context Unbiased Insights Actionable Roadmaps
An “Out-of-the-box” solution that provides Unbiased propensity to recommend Engagement friction that prevents recommendations Contextual Insights into drivers of friction Implementable actionable plans THE PROMISE OF TRUNORTH 6 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Can be released to the entire customer base, in multilingual mode. No sampling restrictions TruNorthprobe TruNorthinsights Configure TruNorth Release to customers Actionplans 7 HOW? TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TruNorth A deep probe into your current NPS program covering Alignment to business outcomes Inherent Bias in NPS assessment questionnaire Effectiveness of frequency of NPS assessment Effectiveness of schedule of administration (Time of Day, Day of Week, Day of Month) of NPS assessment Effectiveness of scoring & benchmarking Based on Behaviour Science Principles as applied to your specific industry Probe TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 8
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 9 Samples For illustrative purposes only
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 10
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 11 ACTION PLAN SAMPLES
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 12 trunorth outcomes Silver Gold Platinum trunorth Brand NPS Unbiased Relationship NPS using integrated neuroscience – declarative framework Brand level insights on stages of engagement that are barriers to recommendations trunorth Brand EAS Brand level Effort Assessment Score with insights into Physical, Time and Cognitive Effort and their impact on Brand Level NPS Process/touchpoint level EAS (A maximum of 5 processes / touchpoints) Process/touchpoint level Effort Assessment Score with insights into Physical, Time and Cognitive Effort and their impact on Brand Level EAS and Brand Level NPS trunorth probe – An optional add-on
PROFESSIONAL SERVICES TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 13 Behaviour analysis UX Design Implementation Support Technology Support Internal Alignment Internal Team Enablement
Behaviour shifts need deep insights. We do it using: Neuroscience Data Science Behaviour Science TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Thank You dipti@terragni.in +91 895 698 2522 www.terragni.in TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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