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Post on 07-Apr-2017
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CUSTOMER SERVICEAND THE CUSTOMER EXPERIENCE IN THE
DIGITAL AGE
Robert Sullivan, MA, MBA, FIstLM, FRSA support@dbsworld.org
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CONTENT•CONTEXT•CUSTOMER SERVICE EXCELLENCE (CSE)•INSIGHT & PERSONALISATION•CUSTOMER ENGAGEMENT•CULTURAL CHALLENGES•OVER ARCHING THEME – ITS ABOUT CULTURE & PEOPLE!
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
BACKGROUND•CIVIL SERVICE•UNIVERSITY OF PAISLEY QUALITY CENTRE – IQA CENTRE OF
EXCELLENCE & OTHER UNIVERSITIES INTERNATIONALLY• ELEARNING INTERNATIONALLY•DBS CONSULTING GROUP•SERVICE QUALITY AUDITING• TRAINING AND TEACHING GLOBALLY
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
WHO WE WORK WITH ….
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
GOOD CUSTOMER CARE/ QUALITY•CUSTOMER•CULTURE•COMMUNICATIONS•COMMITMENT•COMPREHENSION•CONTINUOUS IMPROVEMENT/ INNOVATION?•COST
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CUSTOMER SERVICE EXCELLENCE MODEL
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
5 DIMENSIONS OF QUALITY (SERVQUAL)
1.Responsiveness2.Assurance3.Tangibles4.Empathy5.Reliability
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
MANAGING EXPECTATIONS & PERCEPTION
Expectations
Perception
The Quality Gap
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
THE IMPORTANCE OF INSIGHT - THE CAR HIRE !
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
PERSONALISATION•WE CAN CHOOSE THE SEATS, WHEELS, COLOUR OF OUR CARS•WE CAN SELECT THE CARE THAT WE/ OTHERS RECEIVE UNDER
SELF DIRECTED SUPPORT•ORGANISATIONS NEED TO TRULY UNDERSTAND OUR NEEDS AND
PREFERENCES• THEY SHOULD NOT GUESS OUR NEEDS AND PREFERENCES•GOOD ENGAGEMENT/ COMMUNICATIONS AND ACTIVE LISTENING
IS NOW A NECESSITY•WE LISTEN AND WE PROVIDE TAILORED SERVICES RATHER THAN
DEVELOP A GOOD/ SERVICE AND THEN ADVERTISE ITCOPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CUSTOMER ENGAGEMENT
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
“”
AT PRESENT WE SEND OUT SURVEYS, HOLD FOCUS GROUPS
AND ASK CUSTOMERS ABOUT OUR CURRENT GOODS AND SERVICES.
WE ARE DRIVING OUR BUSINESS LOOKING IN THE REAR- VIEW
MIRROR.
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
“”
IT IS ALL ABOUT CUSTOMER ENGAGEMENT BUT THEY
DETERMINE WHEN AND HOW THEY WANT TO BE ENGAGED
WITH
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
“”
YOU NEED TO BE WHERE YOUR CUSTOMERS ARE
'PHYSICALLY' AND EMOTIONALLY
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
VOICE OF THE CUSTOMER•SOCIAL BUSINESS ALLOWS US
INSTANT ACCESS TO THE 'VOICE OF THE CUSTOMER‘•THE WEB GIVES US BIG DATA
THAT CAN BE USED TO PROVIDE APPROPRIATE GOODS/ SERVICES
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CHANNELS
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CHANNEL CONGRUENCETHE CHANNEL USED SHOULD 'FIT' THE SITUATION & CUSTOMER PREFERENCES• WOULD WE TEXT SOMEONE TO TELL THEM THEY ARE FIRED?• WOULD WE TWEET TO SOMEONE ABOUT THE DEATH OF A NEAR RELATIVE?
IT IS ALL ABOUT SOCIAL, ABOUT PEOPLE, ABOUT EMPATHY
CUSTOMERS LIKE TO FEEL RESPECTED AND LOVED
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
THE OLD WAY
SALESLOGISTICS
/DELIVERY
AFTER SALESFINANCE COMPLAIN
TS
?COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
THE 'NEW' WAY
PHONEVISIT
SHOP OR OFFICE
FACE BOOKTWITTER INSTAGRA
M
?COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
THE 'THIRD' OR 'BETTER' WAY
PHONEVISIT
SHOP OR OFFICE
FACE BOOKTWITTER INSTAGRA
M?
THE CLOUD
OTHER CHANNEL
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CULTURE'IT’S THE WAY WE
DO THINGS AROUND HERE'
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
THE SECRET OF THE FAMILY ROAST
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CHANGE NEEDS BOTH DIRECTION AND EFFORT
ICE CUBE DIAGRAM
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
'FOR THINGS TO CHANGE
YOU HAVE TO CHANGE'
JIM ROHN
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
WHY FEAR SOCIAL MEDIA ETC?•FAILURE - PUBLIC
•ERRORS- PUBLIC
•ACCOUNTABILITY- PUBLIC
•RESPONSIBILITY- PUBLIC
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CHANGE MINDSET1. EDUCATION2.RECRUITMENT3.REWARD & RECOGNITION
SYSTEMS4.CONTINUOUS
PROFESSIONAL DEVELOPMENTCOPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG -
CONTACT US
THE FUTURE• WEBCHAT• MOVE TOWARDS MORE CUSTOMER 'COMMUNITIES'• MORE ENGAGEMENT – WANTED OR NOT!• OTHER CHANNELS WILL REMAIN – WE NEED TO KNOW OUR CUSTOMER AND PROSPECTIVE
CUSTOMERS• MORE PUBLIC SECTOR/ GOVERNMENT USE OF SOCIAL CHANNELS – SLOWLY!• INSTANT 'GRATIFICATION' – COMPLAIN ABOUT THE STORE ON TWITTER WHILE IN STORE USING
THEIR FREE WIFI• INCREASED CUSTOMER EXPECTATIONS• GREAT OPPORTUNITIES TO GET 'THE VOICE OF THE CUSTOMER'• OPPORTUNITIES TO INCREASE 'SELF – SERVICE‘ AND ‘SELF’ OR ‘COMMUNITY HELP’
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
WORK WITH US• ROBERT PROVIDES KEYNOTE AND CONFERENCE SPEECHES GLOBALLY – CONTACT US FOR
INFO/ RATES & AVAILABILITY• WE PROVIDE LECTURES TO BUSINESS SCHOOLS INTERNATIONALLY– CONTACT FOR INFO• WE HAVE E-LEARNING IN ALL ASPECTS OF BUSINESS INCLUDING DIGITAL/ SOCIAL BUSINESS-
CONTACT US• WE PROVIDE FACE-TO-FACE TRAINING FOR CORPORATES INTERNATIONALLY• WE PROVIDE CONSULTANCY TO HELP CLIENTS BIG AND SMALL IN COUNTRIES ACROSS THE
GLOBE ------- ASK US FOR INFO – CONTACT DETAILS ON NEXT SLIDE --------
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
CONTACT• EMAIL: SUPPORT@DBSWORLD.ORG• DIRECT: +44 (0)7821 694 871• LINKEDIN: ROBERTSULLIVAN1• TWITTER: @ROBERTSULLIVAN
COPYRIGHT SERVICES GROUP - SUPPORT@DBSWORLD.ORG - CONTACT US
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