PORTLAND SPIRIT

Sports and Entertainment Research Operations

 Business Overview

Founded in 1994

Fine Dining and Tourism Cruises

Portland: A Metropolitan Area

Pre-Existing Research Conducted by
Business:

Overall Service- Slow and Inconsistent

Employees- Low Level of

Professionalism

Quality vs Price- Overall Discrepancy

Problem

Opportunity
Improved Customer
Service

Inconsistent
Customer Experience
Inconsistent Customer Experience
Website Design

Brand Inconsistency

Employee Presentation
Research Methods Used
• Community Members from Camas,
1. Focus Group: Washington
• Same Demographics

• Met up with Mindy Caldwell,

2. Interview: Executive Service Manager

Created a Survey
3. Survey: Different Demographics

• Read and Understand Different

4. Secondary: Customer Experience Material
1. Focus Groups (Qualitative Data):

Employee Online Business

Knowledge Platforms Environment

■ User-friendly ■ Availability, Low Pricing, and

■ Product Knowledge Communicated
■ Easy to Access and
■ Assist Customer Understand ■ Secure, Variety of Payment Methods
■ Address Concerns ■ 24-hour Phone Service ■ Cleanliness
■ FAQ
2. Interviews (Qualitative Data):
Mindy Marc
Caldwell Paine
(Service (Server) Employee
Manager) Current
Approach Attitudes
 Hiring Process  Coworkers
 Access to Training
Customer  Vertical
Complaints Communication
 Company  Quality of
Standards Service
3. Survey (Quantitative Data):

Describe ideal customer experience in three words

4. Secondary Research (Quantitative
Data):
46%
•Customers expect business social media presence
(Facebook, Instagram)

83%
•Customers will pay more for business with higher
quality customer experience.

86%
•Business interaction is online and through website.
 3, 2, 1 GO!

3. Website Redesign 2. Employee Training 1. Acronym

 Business Information  Bimonthly Newsletter Smile

 Interactive FAQ  Redesigning Positivity
 PayPal/ Secure Payment of Employee Manual Independence
 Implement Database  3 Day Retraining of Respect
 SEO Guarantee Management/Employees Initiative
 Incentive Program Think
 Website Redesign Budget:
Item Cost

Number of pages 10 - 50 $ 2,000

Style of design High end $ 5,000

Copywriting # of pages 5-10 $ 1,000

Total Estimate $21,000
Quote
SEO w/ Placement Guarantee 30 $ 2,000
keywords
Responsive Design Yes $ 3,000

Database Integration Advanced $ 4,000

Employee Plan Budget
Employee Plan Budget Cost

Redesigning of Employee Manual $2,650

3 Day Retraining of all Management: $2,463.75

Total Estimate $18,473.50

3 Day Retraining of All Employees $12,759.75 Quote

Gift Card for Earning Employee of the Month $600 yearly

on
Gift Card for Being Nominated incentives
Collective Cost

Training $17,873.50

Incentives $600.00

Website Redesign $21,000.00

TOTAL COST $39,473.50

 Budget Products

■ Return On Investment 9% 53% 45%

■ Higher Amount of Customer Website Training
Engagement

2%
Incentives
Factors monitored to measure plan
success:

■ Online Platform Interaction

■ Follow Up Calls and Surveys

■ Reviews from Third Party Websites

 •Website
3 Redesign

2 •Employee
Training
GO!

1 •S.P.I.R.I.T.
THANK YOU FOR
YOUR TIME
Any Questions?