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Customer Experience

Customer Experience



If you want to learn ways to enhance your Customer Experience visit us at http://www.theideawall.com/

If you want to learn ways to enhance your Customer Experience visit us at http://www.theideawall.com/



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    Customer Experience Customer Experience Presentation Transcript

    • Customer Experience
    • Even in a negative economy, customer experience isa high priority for consumers, with 60% often oralways paying more for a better experience.Source: Harris Interactive, Customer Experience Impact Report
    • Channels of Communication The more channels of communication that an organization offers, the more likely the customer can choose their preferred channel, inherently creating a better experience.
    • Channels of Communication In Person Mail E-Mail Online Chat Mobile Social Media
    • In-Person This is the most effective and powerful way to communicate because of the human ability to read body language.
    • Mail Used primarily when there is a lack of technology or when a signature is needed.
    • E-Mail E-mail is primarily a good way to communicate to send short messages, documents, photographs, music and videos.
    • Online Chat Good for simple questions and answers. Usually takes longer than other methods but sometimes more convenient for the customer.
    • Phone Phones are good to communicate fast when in person isn’t convenient. Mobile phones allow for customers interact on the go through apps.
    • Phone 38% of smartphone owners had used their phones to make a purchase of some kind. comScore
    • Sign UpAs the mobile adoption grows, companies will have toimprove their mobile experience.Streamlining the app and the experience including: •Simple functions and design • Easy to navigate •Intuitive for all level of users •Customer service supporting the mobile device •Feedback on the go
    • Social Media Social media ranges from tweets, videos, status updates, and comments about experiences . It provides a means for customers to communicate publicly.
    • Social Media 50% of consumers now use social media to communicate with companies – and if the companies don’t respond, the consequences can be serious. Liel Leibovitz
    • YES!Social media allows customers to be heard by many.
    • YES!Social media allows customers to be heard by many.Are you listening?
    • 81% of companies with strong capabilities andcompetencies for delivering customer experienceexcellence are outperforming their competitionSource: Peppers & Rogers Group, 2009 Customer Experience MaturityMonitor
    • Voice of the CustomerThe in-depth process of capturing a customers expectations, preferences and aversions. Wiki
    • Voice of the CustomerSuccessful VoC provides businesses with the feedback mechanism theyneed to continue to develop a better customer experience.
    • VoC Process Listen Interpret Voice of the Customer Monitor React
    • VoC Process1. Listen to what your customers are saying2. Interpret what they value3. React by engaging with the customer4. Monitor the outcome by repeating the process
    • Hierarchy of Customers Communication Expectations & Level of Satisfaction Level of Unsatisfied Satisfied EngagedSatisfaction • Minimum • Basic Needs • Offers Value Requirements Expectations Customers become engaged in when they see that the communication offers them value.
    • It takes 12 positive service experiences to makeup for one negative experienceSource: “Understanding Customers” by Ruby Newell-Legner
    • A Positive Customer Experience Customer Positive Word of Business Experience Mouth Growth Higher More Increased Satisfaction Loyalty Revenue
    • 86% of consumers quit doing business with acompany because of a bad customerexperience, up from 59% 4 years agoSource: Harris Interactive, Customer Experience Impact Report
    • CustomerExperience
    • CustomerExperience
    • 70% of customer experience management best in classadopters use customer feedback to make strategic decision.50% of industry-average organizations and 29% of laggardsdo.Source: Aberdeen Group, Customer Experience Management: Engaging LoyalCustomers to Evangelize Your Brand
    • Sources• http://garth-storyofmylife.blogspot.com/2012/06/priority-priority-priority.html• http://www.customer1.com/blog/customer-experience-trends• http://startmike.wordpress.com/2011/02/25/the-handshake/• http://itechboy.net/how-to-check-whether-the-email-address-exists-or-not• http://www.cdmdirect.com/direct-mail-insight-blog/• http://www.autofusion.com/news/article/online-chat-for-dealers• http://socialmediatitans.com/