Getting to the Heart of an
Excellent Customer Experience

Will consumers in APAC pay more for excellent customer service?
...
3. Multi-Channel is the New Reality
Consumers use an average of
3 different channels to interact
with an organization in 3...
5. The Rise of Social Service
Social Media is seen as a way
to expedite a response to an
existing query

Social Media is b...
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Avaya Asia-Pacific Customer Experience Management Index 2013 Infographic

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Will Asia-Pacific consumers pay more for better customer service? The answer may surprise you. Download this infographic, which shows the findings from Avaya's 6th annual CEM Index and survey results, to learn more.

Published in: Business, Education
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Avaya Asia-Pacific Customer Experience Management Index 2013 Infographic

  1. 1. Getting to the Heart of an Excellent Customer Experience Will consumers in APAC pay more for excellent customer service? 1. Why Customer Experience Matters Consumers respond to excellent and poor customer service Customer experience impacts customer retention but has a greater impact on long term business value Impact of Poor Service 83% 70% Will actively avoid the company buying more products or services 83% Will advise friends and family to avoid the company Only 4% will do nothing Prepared to pay at least 10% more for excellent customer service 2. Customer Expectations Are High How do you rate the importance of the following in delivering a good customer experience? Seamless service delivery is an expectation but is currently being under-delivered Customers have multiple experiences with an organization but rate the integration poorly 50% 55% 57% 16.38 Interactions with one company in 3 months 01/03 Company knowing history across different channels 63/100 Company combining info collected from different interactions to provide seamless service Not repeating your query each time Customer rating for company delivering consistent service across different channels
  2. 2. 3. Multi-Channel is the New Reality Consumers use an average of 3 different channels to interact with an organization in 3 months Consumers are more than happy to use different channels to contact the same organization 68/100 71% 57% In Person 2 Phone (excl. IVR) In Person interactions receive the highest level of satisfaction 43% 1 Web Self-Service 3 37% Top 3 Channels Used in 2013 Of all interactions are resolved by phone channels (excl. IVR) 4. Future Channel Usage Web self-service will be used more and most often First and foremost consumers want to be able to resolve queries themselves Which channels do consumers expect to use more in 2014? 41% Web self-service 02/03 35% Email 32% Mobile Apps Likelihood to use Video if offered? 25% Facebook 25%
  3. 3. 5. The Rise of Social Service Social Media is seen as a way to expedite a response to an existing query Social Media is being used when the consumers are unable to resolve the query directly with the company 68% Why Contact the organization via Social Media? 87% Posted their query directly onto the company’s Facebook page Had already tried to resolve their query with the company directly 60% To get a quicker response 48% Get a more positive response 6. Organizations Need to Respond By... 1 3 Delivering an integrated and seamless experience across multiple channels 3 Giving control back to consumers through an effective digital and mobile strategy 2 Looking at their multi-channel strategy at the enterprise level and not in silos 4 Getting consumers to help design their ideal experience 4 Source: Fifth Quadrant Research: Avaya Asia Pacific Customer Experience Management Index 2013 03/03 Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact center and networking related services to companies of all sizes around the world. For more information on contact center, please visit www3.avaya.com/apac/cem/guide-webinar/cem-index.asp ©2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, TM or SM are registered marks, trademarks, and services, respectively, of Avaya Inc.

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