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Managing Growth and Customer Satisfaction

Managing Growth and Customer Satisfaction. Presented by Anuj Gupta. About Purity Products. Mission Statement. To be the leading supplier of evidence based nutritional supplements. To create the Very Satisfied Customer. A+ rating with the Better Business Bureau

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Managing Growth and Customer Satisfaction

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  1. Managing Growth and Customer Satisfaction Presented by Anuj Gupta

  2. About Purity Products

  3. Mission Statement • To be the leading supplier of evidence based nutritional supplements • To create the Very Satisfied Customer • A+ rating with the Better Business Bureau • Net Promoter Score of over 70 • Companies with the most efficient growth engines operate with an NPS of 50 to 80 (according to Satmetrix) • The average firm sputters along at an NPS of only 5 to 10 (according to Satmetrix) • To be one of the largest continuity marketers in the supplements space

  4. Role of Technology • 40% of all subsequent service related requests are self-serviced by the customer even though 90% of the initial transactions begin over the phone. • 25% handled by the SmartAction virtual agent • 15% handled through our web portal • Benefits of automation • Reducing overhead costs • Increasing capacity to expand the business further • Increasing customer satisfaction

  5. Use of Artificial Intelligence Virtual Agents from SmartAction

  6. Use of Fully Integrated Web Portal to Encourage Self-Service • Allows customers to fully manage their account online • Update address book • Update payment information • Update settings of the continuity program • View and track existing orders • Place new orders • Upsell at the end of the order with 10% conversion rates results in incremental revenue

  7. New Ventures

  8. Questions Thank you for attending the presentation! Anuj Gupta Chief Technology Officer Purity Products 516-301-5010 Anuj.Gupta@purityproducts.com www.purityproducts.com

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