"Satisfaction is laziness - you can quote me on that."
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"Satisfaction is a commodity. Since many years we know that efforts around customer experience, product and service quality, and loyalty benefits and rewards create satisfaction yet find a hard time establishing real relationships: keeping satisfied customer active and keep them as customers in the first place. Indeed, anything you do FOR customers leads to satisfaction, but only the things you do WITH customers leads to loyalty. Relational experience is the conversation of what we are going to do together."
– Dr Olaf Hermans PhD, Co-founder, Director of Science, SiR Meta-Intelligence LLP.
how we work
A relationship is a process not an outcome
Working with SiR, we use two loyalty inducing relationship protocols that make up a relationship-based loyalty experience:
Relational Experience by Design
Open Relational Conversation by Navigation (using an intelligent engine)
Are you asking the right questions?
We start with a zero baseline Relational Design Measurement, serving to ask people if they feel that what we do is sufficiently relational, and if they believe that you have their best interests at heart. We use structured conversation which is a substitute or extension to traditional customer satisfaction surveys, but go to deeper levels (where needed) to uncover any inconvenient truths. We introduce to you new metrics that allow you to implement RX and build up loyalty profiles of your customers.
Implementing RX
We subtly intertwine relational elements into your existing processes. For the first protocol, Relational Experience by Design, we add loyalty intent and relational interaction into your processes to identify service participants with the most goodwill and transform them into Goodwill Actors. Where goodwill is low, we add relational interaction to repair the relationship. The second protocol, Open Relational Conversation by Navigation, has several conversation model categories which we implement as appropriate. The models include elements for caring encounter, conversion, perspective sharing and cooperative enhancement of people, processes, programmes and platforms.
Measure your customer behaviours
The relational behaviours SiR aim to build are patronage, ambassadorship, experience co-ownership and goodwill. Once you have learned how to create a Relationship Experience (RX) in digital, physical-virtual touchpoints, we will work with you to monitor performance of your relational interactions. We use our conversation-driven dashboard of metrics for Relational Design Measurement and the insights gained from your customers to advise you on your ongoing RX strategy.
Relational Experience by Design delivered by Magia and SiR at a National Bank
CHALLENGE
A National Bank ran monthly surveys countrywide for businesses that met a certain threshold. This resulted in the production of a report which was fed back to the participants. As other parties were running similar surveys, the bank started seeing an attrition in response rates and significant manual effort, such as phone calls to the businesses, to collate the minimum level of information to ensure the dataset was both relevant and significant enough to be adequately reflective of businesses.
SOLUTION
SiR implemented Relational Experience by Design, adding loyalty intent and relational interaction to the survey. The core survey question wording was complemented by commentary and additional questions designed to move the user away from a transaction towards a more emotional journey. Similarly the communications were also updated to help increase audience engagement. SiR's vision was digitised by Magia on the Oracle platform.
OUTCOME
Response rates increased with 90% of businesses answering the survey, with a single round of contacting nonresponding businesses. The result was more respondents, less coaching, and therefore a less resource heavy, more cost effective process. We also extended the panel of contacts and there was an increased interest in other research activities of the bank.
Underlying technology
We can adapt to your existing technology roadmap or suggest complementary ideas to reach your goals.
Oracle Intelligent Advisor
Intelligent Advisor allows you to create digital interactions with the underlying relational logic. Create intelligent relational conversations, surveys and forms, which adapt based on the answers the user is providing. Embed science in your business rules to determines the status of the relationship on the spot and advise you on next best actions.
Oracle Digital Assistant
Power your relational interactions and loyalty intent through a smart chatbot. Create accessible relational conversations on the platforms your customers and employees feel most at ease - such as Siri, Alexa, SMS, Slack, Microsoft Teams, Facebook Messenger, WhatsApp and more. More convenience for your customers and more opportunity for you to build a relationship.
Oracle CX Sales and Commerce
A cloud-based ecommerce and sales pools that helps businesses offer personalised experiences to buyers across sales channels. When you add loyalty intent and relational interaction to these applications, it can take them to new levels. Build emotional connections with your buyers and transform transactions into meaningful relational interactions. Let your buyers become your brand ambassadors.
Oracle B2C and B2B Service
An intelligent service centre for your relational experience interactions with case management, analytics, knowledge, chat, customer portal and agent desktop functionality. If needed, surface portal pages to host your relational surveys and interactions. This is optional of course, as you can also embed your relational assets within your existing systems.
Integration Solutions
Integrate relational elements into your business applications of choice. Turn transactional processes into meaningful relational encounters. Add a relational layer to your interactions with your customers, employees, partners or community members. We can work with your existing technology cloud, on-premise, Oracle, or any other vendor to create and embed digital relational processes.
Take a relational approach
People have natural inclination towards being caring and loyal. Take a relational approach to people, by implementing a RX. If you do that, people are inclined to return loyalty behaviours, take ownership of their processes and display goodwill behaviour.
OUR DIGITAL EXPERIENCE OFFERINGS
Digital Experiences shaped around you
Policy Experience
Your policies always evolve, sometimes slowly, sometimes in giant leaps. Let us help you automate those changes in a simplified, auditable way.
Employee Experience
Empower your employees with intelligent self-service capabilities. Personalised information at their fingertips 24 hours a day.
Customer Experience
Create intelligent digital experiences that are shaped around your customers. Learn how technology can help you deliver the best experience.
HR Experience
Sometimes the employee experience doesn't take into account the roles of the HR team and their leaders, this is where we come in.
Conversational Experience
Give your enterprise technology a voice or a social profile to respond to queries anytime, anywhere, on any device.