5 game rules to win in the customer experience arena

5 game rules to play to win in the customer experience arena

2 Copyright © Capgemini 2014. All Rights Reserved

Presentation Title | Date

Today’s game rules have changed



Placeholder for Banner You’re no longer the host

You’re the

participant



Placeholder for Banner

who choose how they want to play

It’s the customers

in the customer experience game arena

Follow these

rules

to win

5

1

your customers as targets

Stop seeing



is shifting to the customers

The control of the business-customer relationship

Get out of the

CRM mentality

and enter into the spirit

of the VRM game

How to play to win

CRM

VRM

Let your customers do the talking

2



Why keep second-guessing?



How to play to win

Listen to their conversations

and respond quickly to

serve them better

Open for business

in new places

3 OPPORTUNITY



Do you make it easy for your customers to get in touch with you?

Are you on the

same channels as

they are?

CONTACT US

How to play to win

Provide new ways

for your customers to engage with you

Keep on top your data



Customers choosing to share

their data with you, is a

privilege not a right.

Unstructured data leads to more potential.

Treat it wisely



How to play to win

Two golden rules when using

customers’ personal data

Be clear on what

you’ll use the data for

Make it easy for

them to opt out

Make them an offer

they can’t refuse



Educate the

benefits of why your customers

should share their data

with you



Offer them something of value in return before you track or collect information

How to play to win



Are you ready to play?

Good luck In your next game

The information contained in this presentation is proprietary.

Copyright © 2014 Capgemini. All rights reserved.

Rightshore® is a trademark belonging to Capgemini.

www.capgemini.com

About Capgemini With almost 140,000 people in over 40 countries, Capgemini is

one of the world's foremost providers of consulting, technology

and outsourcing services. The Group reported 2013 global

revenues of EUR 10.1 billion. Together with its clients, Capgemini

creates and delivers business and technology solutions that fit

their needs and drive the results they want. A deeply multicultural

organization, Capgemini has developed its own way of working,

the Collaborative Business Experience™, and draws on

Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com.

http://www.facebook.com/Capgemini

http://www.linkedin.com/company/capgemini

http://www.twitter.com/capgemini

http://www.youtube.com/capgemini

http://www.slideshare.net/capgemini