iSky helps companies and brand owners predict customer behavior. Our industry experts and research specialists design fully-integrated customer engagement programs to capture the motives behind customer behavior, and analyze the financial implications of this behavior on brand health and enterprise profitability. Our solutions are designed to support customer acquisition and retention initiatives and impact brand strategy.

1. An Introduction to iSky
June 2011
Predict Customer Behavior

2. Company Overview

3. We help predict customer We design fully-integrated
customer engagement
behavior so that companies programs, from survey design to
and brand owners can: data collection and CRM
integration. Everything is done
in-house.
Improve profitability
Increase market share Our ClearView customer
Lower customer acquisition costs experience management
platform gives you real-time
Improve brand health customer feedback and allows
you to open, share, and
Improve customer loyalty manage customer cases.
We have a global presence
which allows us to work around
the clock, around the world and
truly understand regional
business cultures and customer
preferences.
A Quick Overview

4. Predictive Holistic
Our Relationship We bring more to the
Investment Model is a table than mere data
3x better predictor of collection. We bring
customer spend than perspective, people
other methodologies. and technology.
Integrated Global
Our ClearView 13 contact centers for
platform integrates CATI. Research
with your enterprise experts on 5
systems to enable continents. Multi-
centralized decision- lingual capabilities. All
making. major time zones.
Why Companies Work With Us

5. Our Delivery Model

6. What is the purpose of your Types of Programs
research or customer  Survey
 Brand tracking study
engagement program?  RIM™ study
 NPS / CSAT program
 Voice of Customer
 Concept test
What parts of your organization  Segmentation analysis
are impacted by this program?
Do you have an existing survey
design/methodology (NPS,
CSAT, etc.) or are you exploring
a custom approach?
Need
diagram/visual
here
Design

7. What is the survey modality you Engagement Methods
want to employ?  Feedback capture (integrates w/ClearView)
– CATI / IVR
– Web / Email
– Mobile / SMS
What languages/regions /time – Social media
zones?  Contact center (integrates w/ClearView)
 Focus group
What is the duration or
frequency of your customer
engagement initiative?
Engage

8. How can I use this Analysis Tools and Services
data/feedback to make  ClearView
– Dashboard
business decisions? – Analysis Tool
– Reports
 iSky Client services
What are the motives and – Industry advisors
drivers behind customer – Brand consultants
– Research experts
behavior?
How do these behaviors
impact my financials and/or
operations?
Analyze

9. Who are the key stakeholders Universal Data Integration
and decision makers that need  Share with
– VP Retail
to see this customer – VP Customer Care
feedback/data? – VP Marketing
 ClearView
– Dashboard
How do I view this information – Case Management
in the context of my enterprise  CRM integration
data and performance?
Share

10. By predicting customer behavior brand owners can:
 Leverage specific operational and marketing tools to attract new customers
and retain existing customers
 Identify at-risk customers and service them proactively instead of reactively
 Understand financial implications of brand decisions
 Continuously improve customer experience
Business Challenges We Solve
Increase market share
Lower acquisition costs
Improve customer profitability
Monitor dealer operations
Assess brand health
Optimize call center programs
Perform

11. Client Solution
RIM™ Study
Frontier • While in the middle of a merger, iSky helped the client identify
which one of the two consumer brands should be consolidated.
Segmentation Analysis, Brand Tracking Study
• Provided core principles for aligning service delivery with ideal
VW experience
• Aligned customer comments based on core principles for issue
identification, coaching and positive reinforcement
RIM™ Study, Brand Tracking Study
• Brand health assessment that identified the need to develop more
Payless focus on product quality and styling trends
• RIM™ study helped client quantify the value of the invested
customers
Branding Tracking Study, Segmentation Study
Talbots • Identified a gap in product offering and identified strategic and
tactical improvements.
Client Successes

12. More About iSky

13. RIM™ gets to the heart of why consumers
spend and attach themselves to a brand: trust.
Relationship Investment Model™

14. Customers with strong relationship investment
exhibit highly attractive—and profitable—
behaviors.
Relationship Investment Model™

15. Across multiple industries, the
Relationship Investment Score
has been proven to be 3x better
predictor of spend than
comparable measurements.
37%
Predict Spend
11% 11%
Relationship
Recommend Satisfaction
Investment
Variance accounted for (R-Square)
Relationship Investment Model™

16. One size doesn’t fit all.
We take a consultative approach to every
program/client engagement
We identify the research metric that best
frames your business objective
(including NPS, C-SAT, RIM)
We employ multiple methodologies in our survey design
and data collection efforts
Our Research Approach

17. Tracking
Programs
Strategic
Brand Tracking Research
NPS / CSAT Programs
RIM Studies
Custom Market Industry-specific Research
• Automotive
Research • Financial Services
• Retail
Segmentation Analysis • Airlines
Product / Concept Testing • Media / Cable / Telecom
Brand Strategy
Voice of Customer Programs
Polling Studies
Research Services

18. Features
Centralized Dashboard
Case Management System
Social Media Console
Analysis Tool
Reports Engine
Multiple Languages
Data Security
Fully Customizable
Customer Experience Management platform ClearView

19. How It All Fits Together

20. Steve Newman
Senior Vice President & General Manager
A senior management consultant, Steve has more than 20 years of
experience designing and delivering innovative research solutions.
Prior to joining iSky, Steve was Group Director at TARP Worldwide
leading proposal and capture efforts and lead the management of
Fortune 500 client engagements.
Jon O’Loughlin
President, Asia Pacific
With over 27 years of experience and an especially strong background
in international automotive market research, Jon focuses on
developing client solutions for the Middle East and Asia Pacific market.
Key People

21. Greg Pendleton
VP, Business Development
With over 25 years in the automotive industry, Greg's broad-based
management experience span sales, marketing, operations, business
development, client services, account retention and retail consulting with
three major auto manufacturers: Ford, BMW and Mazda.
Louise Hanlon
Chief Research Officer
As head of the analysis function within iSky, Louise helps business identify
new product development, brand and portfolio management strategies,
and new growth and acquisition opportunities.
Key People

22. Thank you
www.iSKY.com
(240) 546-4300