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Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
Where Did All of My Customers Go (And How Can I Win Them Back)?
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Where Did All of My Customers Go (And How Can I Win Them Back)?

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Some companies drive away loads of customers with one big move. For most companies, losing customers is a slow, inexorable process, that water dripping from a leaky faucet. The cause? Poor customer …

Some companies drive away loads of customers with one big move. For most companies, losing customers is a slow, inexorable process, that water dripping from a leaky faucet. The cause? Poor customer experience management. In this deck, adapted from an Avaya Nov. 2013 webinar, you can learn new strategies to retain or win back customers in this new era.

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  • 1. Where Did All of the Customers Go (and How Do I Win Them Back)? The Essential Executive Webinar Series Nov. 7, 2013 © 2013 Avaya Inc. All rights reserved. 1
  • 2. Sheila McGee-Smith © 2013 Avaya Inc. All rights reserved. 2
  • 3. Tony Bridgewater © 2013 Avaya Inc. All rights reserved. 3
  • 4. Mark Wilson © 2013 Avaya Inc. All rights reserved. 4
  • 5. Jeanne Bliss © 2013 Avaya Inc. All rights reserved. 5
  • 6. Ask Your Use the Q&A Send an window in the e-mail to console CEM@avaya.com © 2013 Avaya Inc. All rights reserved. ‘s 6
  • 7. Discussion 1: What Are the Challenges in Serving Today’s New Breed of Customers? © 2013 Avaya Inc. All rights reserved. 7
  • 8. Different Demographics Jenny Gary Barry Mike Anne Gordon Fire and forget consumerist Digital DIY dude Old fashioned service lover No nonsense trouble shooter Silver surfer Grumpy old man © 2012 Avaya. All rights reserved. Confidential and Proprietary. 8
  • 9. Fire and forget consumerist Digital DIY dude Old fashioned service lover © 2012 Avaya. All rights reserved. Confidential and Proprietary. No nonsense trouble shooter Technology Has Made Customers More Independent - And Demanding 9
  • 10. Discussion 2: Why and How Do Companies Still Get Multi-Channel Customer Experience Management Wrong? © 2013 Avaya Inc. All rights reserved. 10
  • 11. Channels Disconnected from Other Channels Document Phone Call SMS/MMS Message Web Chat Facebook © 2013 Avaya Inc. All rights reserved. Twitter Email Website Call Me Back Mobile Google + Other ?? 11
  • 12. Companies Deploy Social…Badly © 2013 Avaya Inc. All rights reserved. 12
  • 13. Discussion 3: How Should You Communicate to Customers at the Right Time, in the Right Place, with the Right Media? © 2013 Avaya Inc. All rights reserved. 13
  • 14. Connect Your Mobile Applications with the Contact Center  Provide estimated wait time to speak …  …to an agent skilled in the area of concern  Shorten verification if the caller has already authenticated  Provide context to the agent, pre-populating fields with context that explain what the customer has been doing in the application  Use the unique capabilities of the mobile device, e.g., location-specific coupons © 2013 Avaya Inc. All rights reserved. 14
  • 15. Create Consistent Cross-Channel Experiences Fire and forget consumerist Digital DIY dude Old fashioned service lover © 2012 Avaya. All rights reserved. Confidential and Proprietary. No nonsense trouble shooter Silver surfer Grumpy old man 15
  • 16. 63% of Companies Rank ‘Ok’ or ‘Very Poor’ in Customer Experience (Forrester Research, 2012) What To Do?  Let customers pick the channel  Be informed  Provide a consistent cross-channel experience  Segment customers based on their needs AND their value to your business © 2013 Avaya Inc. All rights reserved. 16
  • 17. Summarizing Today’s Key Points 1. What are the challenges in serving today’s new breed of customers? 1.Make Customer Experience Management a project with a budget, a plan, a business case 2. Why and how do companies still get multi2.Make an customeraccountable for Customer Experience channel executive experience management wrong? 3.Know your Customers really well 3.4.Invest in the contact center as the nerve center of your How should you communicate to customers at Customer Experience right place, with the right the right time, in the strategy media? 5.Change what you monitor and measure to ensure continuous improvement © 2013 Avaya Inc. All rights reserved. 17
  • 18. Survey © 2013 Avaya Inc. All rights reserved. 18
  • 19. for Joining Avaya’s Customer Experience Management Webinar Email your Questions to: cem@avaya.com www.avaya.com © 2013 Avaya Inc. All rights reserved. 19
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