building a solid foundation to support your customer journey

Customer Conference

May 2014

BUILDING A SOLID

FOUNDATION TO

SUPPORT YOUR

CUSTOMER EXPERIENCE

JOURNEY

Taking CX to a whole new level www.ideqa.co.nz

Packing for the Journey

This is not rocket science…but…

Useful and effective framework for

tackling an ever evolving challenge.

Effective mechanism for evaluating

where you are at in the Journey and

potentially help with prioritising initiative.


Step 1 - Establish a Knowledge Foundation


Step 1 - Establish a Knowledge Foundation

Customers want complete, accurate, and

relevant answers

The core of a positive customer experience is

knowledge exchange

Knowledge the Customer needs from you:

Information about the company, their accounts, products, and

answers regarding products, services, and policies

Knowledge your company needs about customers

Purchase history, all interactions, demographics, a complete

customer profile, interaction preferences

Infuse knowledge from employees & customers

to drive positive profitable interactions

Self-learn from every customer interaction

Anticipate customer needs and questions


Step 2 - Empower Your Customers


Step 2 - Empower Your Customers

Customers want immediate and easy

access to knowledge

Provide effective Self-Service capabilities

Infuse your Knowledge Foundation at the critical “moments of truth”.

Increase customer satisfaction.

Promote collaboration via communities.


Step 3 - Empower Frontline Employees


Step 3 - Empower Frontline Employees

Customers want immediate assistance and resolution

Real-time access to needed information.

Increase front-line efficiency.

Reduce call durations.

Reduce training time.

Reduce escalations.


Step 4 - Offer Multi-Channel & Cross Channel Choice


Step 4 - Offer Multi-Channel & Cross Channel Choice

Customers expect consistency across channels

Offer choice and convenience.

Provide customers interaction options across

many channels.

Leverage lower cost channels.

Use a common knowledge foundation for

consistency, efficiency and great experiences.


Step 5 - Listen to Your Customers


Step 5 - Listen to Your Customers

Customers want their voices heard and action

taken

Learn what customers are thinking.

Capture and act on feedback.

Grow your knowledge foundation.


Step 6 - Design Seamless Experiences


Step 6 - Design Seamless Experiences

Customers want to explain themselves only once

Provide transparent cross-departmental

experiences.

Ensure smooth hand-offs between departments.

Instil confidence by presenting coordinated

transitions.


Step 7 - Engage Proactively


Step 7 - Engage Proactively

Customers want personal and relevant interactions

Leverage knowledge to segment customers and their

experiences.

All inbound and outbound communications context

sensitive.

Proactively notify customers of product or service issues.

Present relevant offers in-line and increase revenue.

Proactively listen and respond to conversation in the

social web


Step 8 - Measure and Improve Continuously

.


Step 8 - Measure and Improve Continuously

Customers want an organisation that adapts to them

Evaluate your key “moments of truth”.

Baseline your customers’ perception of how

you are doing.

Identify gaps, prioritize, and act.

Measure continuously.

Build customer loyalty and advocacy.

.


1. Establish a Knowledge Foundation

2. Empower Your Customers

3. Empower Frontline Employees

4. Offer Multi-Channel & Cross Channel Choice

5. Listen to Your Customers

6. Design Seamless Experiences

7. Engage Proactively

8. Measure and Improve Continuously

Components of a Great Experience –

8 Step Framework


Enjoy the Journey!

building a solid foundation to support your customer journey

Business