where did all of my customers go (and how can i win them back)?
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© 2013 Avaya Inc. All rights reserved. 11
Where Did All of the Customers Go (and How
Do I Win Them Back)?
The Essential Executive Webinar Series
Nov. 7, 2013
© 2013 Avaya Inc. All rights reserved. 22
Sheila McGee-Smith
© 2013 Avaya Inc. All rights reserved. 33
Tony Bridgewater
© 2013 Avaya Inc. All rights reserved. 44
Mark Wilson
© 2013 Avaya Inc. All rights reserved. 55
Jeanne Bliss
© 2013 Avaya Inc. All rights reserved. 6
Use the Q&A window in the
console
Send ane-mail to
CEM@avaya.com
Ask Your
‘s
© 2013 Avaya Inc. All rights reserved. 7
Discussion 1:
What Are the Challenges in
Serving Today’s New Breed of
Customers?
© 2012 Avaya. All rights reserved. Confidential and Proprietary. 8
Jenny
Gary Barry Mike Anne Gordon
Different Demographics
Fire and forget
consumerist
Digital DIYdude
Silver surferNo nonsense
trouble shooter
Old fashioned
service lover
Grumpy oldman
© 2012 Avaya. All rights reserved. Confidential and Proprietary. 9
Technology Has Made
Customers More
Independent - And
DemandingFire and forget
consumerist
Digital DIYdude
No nonsense
trouble shooter
Old fashioned
service lover
© 2013 Avaya Inc. All rights reserved. 10
Discussion 2:
Why and How Do Companies
Still Get Multi-Channel Customer
Experience Management Wrong?
© 2013 Avaya Inc. All rights reserved. 11
Channels Disconnected from Other Channels
EmailDocument Phone Call
SMS/MMS Message
Website
Web Chat Call Me Back Mobile
Facebook Twitter Google + Other ??
© 2013 Avaya Inc. All rights reserved. 12
Companies Deploy Social…Badly
© 2013 Avaya Inc. All rights reserved. 13
Discussion 3:
How Should You Communicate to
Customers at the Right Time, in
the Right Place, with the Right
Media?
© 2013 Avaya Inc. All rights reserved. 1414
Connect Your Mobile Applications with the Contact Center
Provide estimated wait time to speak …
…to an agent skilled in the area of concern
Shorten verification if the caller has already authenticated
Provide context to the agent, pre-populating fields with context that explain what the customer has been doing in the application
Use the unique capabilities of the mobile device, e.g., location-specific coupons
© 2012 Avaya. All rights reserved. Confidential and Proprietary. 15
Create Consistent Cross-Channel Experiences
Fire and forget
consumerist
Digital DIYdude
Silver surferNo nonsense
trouble shooter
Old fashioned
service lover
Grumpy oldman
© 2013 Avaya Inc. All rights reserved. 1616
What To Do?
Let customers pick the channel
Be informed
Provide a consistent cross-channel experience
Segment customers based on their needs AND their value to your business
63% of Companies Rank ‘Ok’ or ‘Very Poor’ in Customer Experience (Forrester Research, 2012)
© 2013 Avaya Inc. All rights reserved. 17
1.Make Customer Experience Management a project with a budget, a plan, a business case
2.Make an executive accountable for Customer Experience
3.Know your Customers really well
4.Invest in the contact center as the nerve center of your Customer Experience strategy
5.Change what you monitor and measure to ensure continuous improvement
Summarizing Today’s Key Points
1. What are the challenges in serving today’s new breed of customers?
2. Why and how do companies still get multi-channel customer experience management wrong?
3. How should you communicate to customers at the right time, in the right place, with the right media?
© 2013 Avaya Inc. All rights reserved. 18
Survey
© 2013 Avaya Inc. All rights reserved. 19
for Joining Avaya’s Customer Experience Management Webinar
THANK
YOU
Email your Questions to:cem@avaya.com
www.avaya.com
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