Operating scope

Country head

Capability

All capabilities

Active handovers

Outcomes written back

Connected work · Agent system

Business vertical

Customer, loyalty and marketing

Agent on shift

Loyalty Brain

Accountable person

CRM and campaign leads

Evidence · live

Member and consent register

Next step

LoyaltyOS

MarketingOS · screen 02 of 05

Public listening

What is being said about the stores, in public, in six languages.

3 issues · 1 waiting on you

Issues in scope

5 instances across 5 places

Waiting on you

0 already decided in this session

Three largest

AED 2.0m–AED 6.9m

Modelled annual value, three largest only

Running without asking

1 armed and waiting on a threshold

Decision owner

Country head

Returns to Country head, City retail lead

Scope

Oman

27 stores · all capabilities

Listen

Social platformsReview streams by storeNews and local mediaForums and community groups

Process

Is it a store issue or a brand issueIs it rising or a single voiceDoes it need a person

Act

Route to the store with the detailSurface the pattern to the countryNever respond to a complaint automatically

Written backEvery outcome returns to the systems that produced the evidence.

KindOrder

Queue

3 issues across 5 places · 1 waiting on you

Armed

There is no threshold at which public sentiment becomes an operations alert

Oman

What happened

Mentions are read continuously. Nothing currently escalates on its own when volume on one issue rises sharply in one catchment.

Why it matters

Most of these stay small. The ones that do not move quickly, and the difference between hours and days is the difference between a store issue and a national story.

Already done

A threshold is armed on rate of change within a catchment rather than on absolute volume.

Worth

AED 1.4m to AED 5.0m a yearModelledHours rather than days on a rising catchment issue. Value is the difference between a store issue and a national one.Time from rise to escalation

Then what

Threshold armed on rate of change per catchmentCountry headStanding, no return date

Threshold

One issue rising sharply in one catchment across 48 hours

Fires

Fires to the country head and the store together, with the source posts attached

Approve

Reviews for Muscat stores name the same issue and it is not reaching the stores

Muscat

What happened

Public reviews and social posts across Muscat concentrate on a single operational issue, in more than one language, rising over four weeks. The individual stores see their own reviews and not the pattern.

Why it matters

A pattern across a city is an operations finding wearing a marketing costume. Handled as reputation it produces replies. Handled as operations it produces a fix, and the reviews change on their own.

Already done

Mentions are coded by store, language and issue, with the operational read separated from the sentiment.

Worth

AED 588k to AED 2.0m a yearModelledAn operational issue visible in public across a city. Value is the traffic effect of the issue, times the share recoverable once it reaches the stores as operations rather than reputation.Mentions naming the same store issue

Then what

Coded pattern to the city and the affected storesCity retail leadReports back 23 Sept

If approved

The coded pattern goes to the city and the affected stores with the detail

If declined

Each store keeps seeing its own reviews and the city pattern stays unassembled

Also open at

Declined

The system drafted a reply to a public complaint and did not post it

Fahaheel

What happened

A complaint naming a store and a staff member appeared publicly. A reply was drafted. Nothing was published.

Why it matters

A public complaint is a person having a bad experience in front of an audience. An automated reply reads as exactly what it is, and it makes the thread worse. The draft saves the person time, the person does the replying.

Already done

Drafted and routed to the named owner for that channel, with the store context attached.

Exposure

Not a revenue lineAn automated reply to a public complaint reads as automated and extends the thread in front of the audience it was meant to reassure.Complaint replies drafted, not published

Then what

Draft routed to the named channel ownerCountry marketingReports back 17 Sept

Override

Nobody. Refused at design

Cost of overriding

An automated reply to a public complaint reads as automated and extends the thread