the new era of customer relationships (relate live london)
TRANSCRIPT
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#RelateLive
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#RelateLive
Welcome to Relate LiveCustomers. Colleagues. Community. It’s complicated.
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things are changing
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things are changing fast
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we want to stop chasing the change
@stealeyreed #RelateLive
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and understand what’s driving the change
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personalized customer service
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more intuitive technology
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new global trends
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why better customer service?
it’s relationships
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business is more than just transactional
@stealeyreed #RelateLive
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why better customer service?
it’s about relationships
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relationships are complicated
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relationships are very complicated
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relationships are very, very, very complicated
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@stealeyreed #RelateLive
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We’re growing into something bigger than customer service
Relate launched in October 2015 @stealeyreed #RelateLive
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@stealeyreed #RelateLive
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“We have to give ourselves permission to make a difference and share something meaningful. Be a human search engine and seek out one for yourself. Put Google away for a time.”
- Tom Hatfield, author of Live This Book
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Go find your human search engine.
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Mikkel SvaneZendesk CEO
@MikkelSvane
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What will achieve?
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Relationships are
Complicated
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The nature of customer relationships
is changing
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Promoter Economy
New Business Models
Conscious Consumers
Global Trends
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New Business Models
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New Recipes Blog ContentFeatured Chefs
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1yr
6yr
Great Customer Experience increases Lifetime Value
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Loyalty drives Revenue Growth
2 Years
1 Year
Aggregate Revenue
>2xRevenue
15% Churn
5% Churn
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Promoter Economy
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Satisfied customers promote brands
Detractors Passives Promoters
62%Promoters
70%Detractors
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Conscious Consumers
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Corporate Social Responsibility influences where Millennials choose to…
Corporate Social Responsibility influences where Millennials choose to…
82%
Recommend
74%
Work
4%6Invest
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Evangelism Loyalty
Trust
Customer Relationships
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WILLIAMSHUDeliveroo CEO
LIVE
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#RelateLive