customer experience mangment ppt
TRANSCRIPT
Customer Experience Dilemma
Customer experience experienced by
customers
The customer experience is created
by businesses
70%
36%
34%
Experiencing the Customer Experience
To increase revenue
To increase customer satisfaction
To increase brand loyalty
BUSINESS LEADERS APPROACH
• In business world three thins are most important:
Customer Experience
Brand Advocacy
Customer loyalty
Business Leaders Approach
To truly understand how businesses approach thecustomer experience, it is important to considerthe perspective of those who directly focus on the business. i.e C-L executives.
What C-level executives define as theultimate customer experience objective will not only reveal the universality of the customer-centricityconcept but also the mentality that trickles downthroughout the organization.
Customer Experience: From design to Promise
Whether a business chooses to recognizecustomer satisfaction, brand loyalty or revenue generation as its core customer experienceObjective the recognition is only the first step.
It then must determine how to create customerexperience that achieves the desired goal.
“Your brand is a promise sets expectations forevery interaction your customers have with yourcompany,” explains IQ Services’ Mike Burke.”
Other Popular Promises
• Other popular core promises include:
personalization/customization
Personalization/ customization
On human-to-human connections between brand
Representatives and customers high-value
Resolutions and efficiency
Managing the customer experience
The individuals and departments responsiblefor influencing and overseeing the customerexperience will directly—and significantly—affect the realization of that experience.
The internal and external entities that partner with the core customer experience group also contribute immensely to the final experience.Its dangerous to charge a single deppt for executing a customer experience.
Delivering customer experience
Knowing what is right for customers & valuable for the business is not as the same as offering those rights & creating value.
Delivering the customer experience
Growth in customer satisfaction, loyalty and
advocacy are closely aligned with customer experience
outcomes.
Customer satisfaction and service level rate high scores
in customer experience metrics.
Customer experience element
Accuracy ,quality of resolution, personal connection between agents and customers are the three strongest components of
actual interaction.
Connecting to customer
Getting closer to customer,doing right by the customer,giving the customer what he wants.
Methods to acquire the voice of the customers
• Survey 90.6%
• Inbound / unsolicted 49.5% Feedback• Social 41.5% media• Changes in 22.6% purchasing
The transforming platform
The research tells that companies need to expand rather than eliminate the number and types of communication channels they offer customers.
Scaling for success
One minor shift in the scenario ____, will impact the nature of challenges facing the business