roundtable #10: customer experience · 2020-06-01 · minimizing customer effort and creating a...
TRANSCRIPT
R O U N D T A B L E # 1 0 : C U S T O M E R E X P E R I E N C E
C O V I D - 1 9 S U P P O R T S E R I E S
M a y 2 8 , 2 0 2 0
P I V O T
Agenda
1. Opening Thoughts
• Dave Nieuwstraten, CEO
2. CX During COVID-19
• Jeremy Graves, President
• Aaryn Slafky, Director of CX
3. Open Forum
A S K P I V O T . C O M
P I V O T
Today’s customer is/has…
A S K P I V O T . C O M
DESIRE FOR DIGITAL AND TOUCHLESS
FINANCIAL CONCERNS
FEARFUL & STRESSED
INCREASINGLY VOLATILE
HYPER AWARE
P I V O TP O L L In a crisis, which channels do
people turn to?
A S K P I V O T . C O M
https://www.zendesk.com/blog/zendesks-benchmark-snapshot-impact-covid-19-cx/
% increase since late February
A S K P I V O T . C O MP I V O T
Longing for human interaction and connection
Today’s customer is also…
the sum of all experiences a customer has over the lifetime of their
relationship with your company and how they perceive those interactions
CUSTOMER EXPERIENCE IS…
SAY THEY STOPPED BUYING WHEN COMPETITION OFFERED BETTER EXPERIENCE
SAY THEY WILL SWITCH IF EXPERIENCE IS TOO DIFFICULT
SAY EXPERIENCE IS MORE IMPORTANT THAN PRICE
A S K P I V O T . C O M
57%
74%
64%
P I V O T
What difference does CX make?
SAY IF THEY PERCEIVE THE BRAND IS PUTTING PROFIT OVER PEOPLE, THEY WILL LOSE TRUST IN THAT BRAND FOREVER
71%
https://www.forbes.com/sites/blakemorgan/2020/04/27/customer-experience-mindset-in-a-post-covid-19-world-an-infograph/#2f8868223d0e
Six pillars of Customer Experience
Achieving a true understanding of the customer’s circumstances.Empathy
Minimizing customer effort and creating a frictionless process.Time & Effort
Turning a poor experience into a great one.Resolution
Managing, meeting, and exceeding customer expectations.Expectations
Being trustworthy and engendering trust.Integrity
Using individualized attention to drive an emotional connection.
Personalization
P O L L
A S K P I V O T . C O M
People Centricity
THEIR EYESMake decisions from the lens of the customer or employee
P I V O TP O L L
THEIR WANTSUncover wants and needs, then build services and delivery around those
RELATIONSHIPSEvery interaction is an opportunity to deepen the relationship
SAY IF THEY PERCEIVE THE BRAND IS PUTTING PROFIT OVER PEOPLE, THEY WILL LOSE TRUST IN THAT BRAND FOREVER
71%
PEOPLEOVERPROFITS
A S K P I V O T . C O MP I V O TP O L L
People-centric organizations might say…
WHAT ARE OUR CUSTOMERS SAYING ABOUT US?
LET’S ASK OUR TEAM HOW THEY ARE DOING.
WE EMPHASIZE HUMAN INTERACTIONS
A HUMAN TOUCH
Micro-moments
P I V O T
Routine, mundane, often overlooked interactions
Make them special. Surprise with a caring gesture. The unexpected will deepen the relationship.
Deliver the unexpected
P I V O T
• Video tech support call
• Music on the drive-thru
• Prize for 1st drive-thru customer of the month
• Roll of toilet paper with transaction
• Toiletries in the restroom
• Sticky note on the receipt
Make it personal
P I V O TP O L L
• Choose your on-hold music
• Choose your appointment
• Choose your WiFi Network name and label
• Respond to a social post with a special delivery
• Break out into song
020
C X A S S E S S M E N T
C X F O U N D A T I O N A L T R A I N I N G
C U S T O M E R J O U R N E Y M A P P I N G
C X D E S I G N & I M P L E M E N T A T I O N
C X A C C O U N T A B I L I T Y &
M E A S U R E M E N T
C X C O N S U L T A T I O N &
O N - D E M A N D T R A I N I N G
Open Forum
askpivot.com/COVID-19
https://info.askpivot.com/become-a-pro
A S K P I V O T . C O M