5 game rules to win in the customer experience arena
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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
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Placeholder for Banner You’re no longer the host
You’re the
participant
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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
7 Copyright © Capgemini 2014. All Rights Reserved
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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
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Why keep second-guessing?
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How to play to win
Listen to their conversations
and respond quickly to
serve them better
Open for business
in new places
3 OPPORTUNITY
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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
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Customers choosing to share
their data with you, is a
privilege not a right.
Unstructured data leads to more potential.
Treat it wisely
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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
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Educate the
benefits of why your customers
should share their data
with you
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Offer them something of value in return before you track or collect information
How to play to win
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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.
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