United States, Oh... Preferred Partner "EXECUTIVE SUMMARY - Make Us Better.com “Help us help you” A formidable opportunity has arisen as companies search for ways to create loyalty and repeat business with consumers. The market is crowded and consumers are fickle; with so many available choices companies today have very low margin for error. Companies often make mistakes causing consumers to have bad experiences, which leads to dissatisfaction. Most consumers do not communicate their experiences to the company at fault; they simply go elsewhere to spend their hard-earned money. Furthermore, there is no simple way for consumers to document their experiences and get the results they want. Till now! Make Us Better.com is the premiere, most comprehensive web resource that brings consumers and companies together. The Internet is just the resource that can bring consumers and companies together. The Internet is the fastest growing technology in history. According to a recent Harris poll, in 1995 less than one person in five (18%) who used PC’s was online. Now fully 81% of all PC users go online, which represents approximately 125 million people. A December 1999 CyberAtlas survey reported that 74 million consumers surfed the web, going online 17 times, spending over 8 hours visiting 9 unique web sites, while viewing 548 pages at almost a minute per page. It is a clear trend that the longer Internet users spend online, the more central the medium becomes to their lives. Websites exists that allow consumers to vent, gripe, provide feedback, and answer a few marketing related questions. Some websites act as consumer advocates by providing links to consumer organizations, and actually help consumers write form letters and e-mail them directly to the company hoping to get a reply. In most cases. The e-mailed letters are not even read, or the response from the company in question is delayed several weeks and the impact is lost, and so is the customer! Planet Feedback.com, U Get Heard.com, Iventing.com are all websites that ask the company to directly respond to customer issues. Make Us Better.com handles all communication with the customer. We send the resolution data directly to our Make Us Better.com registered company partners so they don't have too. They know the customer was taken care of immediately, and that they have used the coupon and have taken the follow-up survey. We ask them if they intend on doing business in the future, and if they are satisfied with the companies' responsiveness to their issue. The company keeps a customer, and the customer is rewarded for their loyalty Wouldn’t it be great to visit a website that allows you to document your experience, to send the information and to instantaneously receive a sincere apology via e-mail from the President of the company asking you to give his/her company a second chance, to be offered a coupon, special offer, or free gift that you can print while online? Make Us Better.com is just the website you have been waiting for! With your permission, the company will send you periodic e-mails to remind you to use your coupon and invite you EXECUTIVE SUMMARY - Make Us Better.com back to take a short 10 question survey to find out about your return visit. You will even get another special offer for completing the survey. Also, these concerned companies will ask your permission to send you a few e-mails inviting you to answer a few questions, send information regarding new product announcements, store openings, product recalls, etc. You can even search for company information and be linked directly to the company’s website via their ad banners. Now that’s comprehensive! To provide consumer awareness, Make Us Better.com is planning a marketing blitz: stickers will be placed on our company partner's windows, doors, retail bags, and carry-out bags that highlight the Make Us Better.com web-site. We are also planning a nationwide radio, TV, billboard, and internet marketing campaign. Beyond the Internet “Planet” The Internet is hot, but so many dot.com companies are missing the boat and are ignoring the majority of people that are not even using the internet. Make Us Better.com has designed a kiosk that is placed in malls, airports, entertainment facilities, etc, that allows the average consumer (that doesn’t use the internet) to communicate feedback to companies and gets results-immediately! When you make a mistake, don’t you want to know about it? Companies sure do! This is a typical mall scenario: A woman sees a shirt on sale in one of the Sunday circulars. She goes to the store and finds out that not only do they not have any of these shirts in stock, the clerk tries to sell her a more expensive item, and is very rude in the process. Since this has happened so many times in the past she wants to vent somewhere. She remembers walking by this kiosk that read, Make Us Better.com-”help us help you”. She goes to the kiosk, enters her name and address, finds the store name, chooses from a list of feedback options, hits Send Feedback, and immediately she sees the President of the company on the screen with a 30 second message of apology. She thinks to herself, “he seemed very compassionate and empathetic”-she is staring to feel better already! Then, she gets to choose from a list of corrective actions: 1. We will call you when we have more stock, and hold your size 2. Order it now, and we’ll ship it to you free of charge 3. Take this letter to the manager and let us show you what customer service is really about. Saving the best for last, she is then offered a coupon- an offer to try and win her back! She prints the letter and the coupon, comes back to the store a few days later and buys a whole outfit with the help of a dedicated professional. WIN-WIN!!!! The bottom line is that companies are not out to make their customer’s lives miserable, they want them to keep coming back! Companies also want to know about their customer's negative experiences so they can reach out and win the customer back, and if possible to make changes that will enhance the customer experience. Consumers like to feel appreciated and important. Companies that rate highest in overall customer service and support usually are companies that are the most successful - consumers reward them by being loyal. EXECUTIVE SUMMARY - Make Us Better.com Make Us Better.com is partnering with MyPoints.com to reward customers for participating in the feedback surveys. Customers that participate will earn MyPoints, to be redeemed on-line at leading web shopping sites. Make Us Better.com is also partnering with Zomerang.com to design surveys for our Make Us Better.com registered company partners. The process to become a Make Us Better.com registered company partner is painless. All you have to do is: 1. Provide a database of all of your company locations. 2. Provide images of coupons, special offers, promotions, or gifts your company wants to offer. 3. Provide specific survey topics you want your customer responding to in a survey. 4. Provide different scenario letters of apology that covers all areas of services and products. 5. Work with Make Us Better.com on the e-mails you want to send your customers. 6. Place Make Us Better.com stickers on the doors, windows, and bags. 7. Allow a direct link to the company web-site. 8. Provide Advertising banner to be place o...
Chief Information Officer