denver university presentation
DESCRIPTION
Customer Experience Management process, strategy, and results at Sierra Trading PostTRANSCRIPT
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Getting at the “Why” of Customer
Relationships
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Sierra Trading Post at a Glance
Background• Founded in 1986• Top 75 Online Retailer ($250M+) • Over 500 employees• Customer Service is a Foundational Principal • 100% Guarantee• Fast fulfillment – 98% of orders ship in 24 hours. • Over 1000 brands / 30,000+ items• Overstocks, closeouts and seconds
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Customer Experience Management What is it? Why does it matter?
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Marketplace
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Know Your Customer! They are the Hippo!
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High Five!
Any Questions?
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How to get at the “why”
AskListenActLearn
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Ask and Listen
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Act and Learn: Net Promoter Score
April May June July August September50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
PhoneEmailChatCSR Total
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13
Representing NPS at various levels
SM The NPS emoticons are service marks of Bain & Company, Inc.® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld
Net Promoter Score 25% Net Promoter Score 75%
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Any Questions?
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Disruptive Innovation: Social Media and B2C Relationships
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The Customer Controls the Relationship
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Customer Experience extends far beyond a company’s website!
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Thank You
Contact info:• Email: [email protected]• Twitter: me @Brian_Clark Sierra @sierratp • LinkedIn: linkedin.com/in/brianeclark• Phone: 307.773.7706