The defined value of customer interaction

  • 230 views
Uploaded on

Each interaction between staff and customer is important. But what is the monetary value of this? If you new how much this was worth, would you pay more attention to your staff so that they could give …

Each interaction between staff and customer is important. But what is the monetary value of this? If you new how much this was worth, would you pay more attention to your staff so that they could give right message along with making a good impression?

More in: Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
No Downloads

Views

Total Views
230
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
9
Comments
1
Likes
4

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. WE MAKE THEM TALK ABOUT YOU Let’s say you have a company...
  • 2. ...with 100 employees. Each one has 10 interactions with customers every day. thebrandmanual.com Source: Tommy Brotte, Berghs School of Communication
  • 3. thebrandmanual.com There are 220 working days in a year. 100 x 10 x 220 = 220 000 customer interactions each year. Source: Tommy Brotte, Berghs School of Communication
  • 4. thebrandmanual.com A telemarketing company would charge you roughly €30 per contact. Source: Tommy Brotte, Berghs School of Communication
  • 5. thebrandmanual.com The value of the contacts for your company is €6 600 000. A considerable ad budget. Source: Tommy Brotte, Berghs School of Communication
  • 6. thebrandmanual.com The impression of your company is created by each of those customer contacts. Do your employees know what to say?
  • 7. thebrandmanual.com According to Robert Kaplan and David Norton, the founders of the Balanced Scorecard, only 5% of employees understand their company's strategy.
  • 8. thebrandmanual.com Source: Bain Customer-Led Growth diagnostic questionaire; Satmetrix Net Promoter database Companies that believe they deliver a superior value proposition Companies whose customers agree 80% 8% }Delivery gap
  • 9. thebrandmanual.com
  • 10. WE MAKE THEM TALK ABOUT YOU Brand Manual is a service design and branding consultancy. www.thebrandmanual.com