Webinar: Insider's Guide To The Ultimate Customer Service Experience
 

Webinar: Insider's Guide To The Ultimate Customer Service Experience

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Webinar with Forrester Analyst Diane Clarkson and Moxie Software's VP of Products Nikhil Govindaraj

Webinar with Forrester Analyst Diane Clarkson and Moxie Software's VP of Products Nikhil Govindaraj

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  • Mobile – employees can participate where ever they are
  • Here is the conventional approach. Customers talked to the front line…these guys were located in some remote location, doing their best to support and help customers. They used tools like KB, Phone, email and chat etc. and had little in common with the rest of the organizationThe rest of the organization in the meanwhile worked at their own pace on email. Things would flow back and forth as fast as the slowest part of that chain in communication The two parts never really had to talk…expect when really required (Brick wall appears)This worked before as customers just made do with what they got Fast forward to the Twitter age…customers expect instantaneous responses which can be provided only by an agile enterprise or a social enterpriseA social enterprise is one where customers communicate with the front line and they in turn have access to the rest of the organization who can actively see what is going on and support them

Webinar: Insider's Guide To The Ultimate Customer Service Experience Webinar: Insider's Guide To The Ultimate Customer Service Experience Presentation Transcript

  • An Insider’s Guide to the Ultimate Customer Service ExperienceThank you for joining us. We will begin promptly at1:00pm ET / 10:00am PT.To hear the audio, you will need to use WebEx audio –receive a call back or dial-in options available.All lines are muted. Please use the Chat panel forquestions.
  • Welcome Thank you for joining today! Speakers Submit questions via the WebExChat panel & Twitter -@MoxieSoft Diane Clarkson Analyst Forrester Research Session will be recorded andsent to attendees withpresentation Nikhil Govindaraj VP, Products Moxie Software
  • Diane ClarksonAnalystApril 3, 20123 © 2012 Forrester Research, Inc. Reproduction Prohibited Research, Inc. Reproduction Prohibited © 2009 Forrester
  • Companies have traditionally separated customers and employees but there is real value in bridging the two to share data, ideas, and insights.4 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Agenda Why does customer experience matter? What are the key trends in online customer service adoption? How can social collaboration enhance a customer-centric organization?5 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Three Questions Drive Forrester’s Customer Experience IndexJanuary 2012 “The Customer Experience Index, 2012” 6 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • There Is A Correlation Between Customer Experience Ratings And Three Loyalty MetricsOctober 2011 “Why Customer Experience? Why Now?” 7 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Better Customer Experience Drives Millions In Revenue Benefit Across IndustriesOctober 2011 “Why Customer Experience? Why Now?” 8 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Better Customer Experience Drives Millions In Revenue Benefit Across Industries (Cont.)October 2011 “Why Customer Experience? Why Now?” 9 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Agenda Why does customer experience matter? What are the key trends in online customer service adoption? How can social collaboration enhance a customer-centric organization?10 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Online Customer Service Adoption Has Grown In The Past Two YearsJanuary 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy” 11 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Online Customer Service Satisfaction Varies By GenerationJanuary 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy” 12 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Consumers Expect Quick Online SupportJanuary 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy” 13 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Agenda Why does customer experience matter? What are the key trends in online customer service adoption? How can social collaboration enhance a customer-centric organization?14 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Customer-centric is more than just window dressing.15 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • We Have Entered The Age Of The CustomerOctober 2011 “Why Customer Experience? Why Now?” 16 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Strategic Priorities For Customer-Obsessed Companies 1. Real-time insight to build products customers will embrace. 2. Focus on customer experience and customer service to build relationships. 3. Develop sales channels that deliver intelligence about customers, not just push. 4. Focus on interactive relationships17 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Customer-centric characteristics include:  The organization is designed from the outside in to enhance the customer’s experience  People who deal directly with clients are empowered and valued  Customer service and retention have equal priority with sales  Customer satisfaction and feedback are embedded in decision making  Internal systems and processes are aligned with providing the best customer service and experience18 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Employee knowledge can enhancecustomer-centric service efforts but canbe a needle in a haystack.19 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Social Collaboration Can Enhance Online Customer Service Facilitate knowledge sharing Collaboration to tap into institutional through collaboration or tribal knowledge to provide faster answers to customer service inquiries Real-time insight Real-time monitoring and insight into customer service issues Escalation platform Create ad-hoc escalation groups to pull together the right expertise wherever they exist within the enterprise for problem resolution Optimize knowledge Updating via wiki or knowledge based content20 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Business Benefits Of Social Collaboration and Service Are Many  Enhanced response quality  Faster response times  Improved customer experience  Accelerating innovation21 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • Thank youDiane ClarksonTwitter: http://twitter.com/diane_clarksonBlog: http://blogs.forrester.com/ebusiness_strategy/diane_clarkson/index.htmlwww.forrester.com © 2009 Forrester Research, Inc. Reproduction Prohibited
  • Nikhil Govindaraj, VP, Products
  • Enterprise Reality: Employees are Disconnected from Customers According to the IBM 2010 CEO Study, getting closer to customers is the overwhelming top priority for CEOs. -- IBM Institute for Business Value
  • Industry Reality: The Markets Are Converging Source: Esteban Kolsky, thinkJar
  • It’s Simple: It’s About the Customer
  • The road to a great customer experience paved by collaboration
  • Spaces by Moxie™
  • Getting Started with CollaborationIs it a strategic imperative to become closer to your customers? Communication Collaboration Do you offer the right channels Is your workforce distributed or at the right time? centralized? Do you have a centralized Are you able to identify the knowledge repository? right expertise at the right Are your customers satisfied time? with your SLAs? What is your organizational What are the percentage of readiness for collaboration? questions that require escalation? Take Our Online Assessments
  • Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft Session recording and presentation will be sentvia email Contact Us: • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com