Customer Experience

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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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  • 1. Customer Experience
  • 2. 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
  • 3. 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.
  • 4. Channels of Communication In Person Mail E-Mail Online Chat Mobile Social Media
  • 5. In-Person This is the most effective and powerful way to communicate because of the human ability to read body language.
  • 6. Mail Used primarily when there is a lack of technology or when a signature is needed.
  • 7. E-Mail E-mail is primarily a good way to communicate to send short messages, documents, photographs, music and videos.
  • 8. Online Chat Good for simple questions and answers. Usually takes longer than other methods but sometimes more convenient for the customer.
  • 9. Phone Phones are good to communicate fast when in person isn’t convenient. Mobile phones allow for customers interact on the go through apps.
  • 10. Phone 38% of smartphone owners had used their phones to make a purchase of some kind. comScore
  • 11. 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
  • 12. Social Media Social media ranges from tweets, videos, status updates, and comments about experiences . It provides a means for customers to communicate publicly.
  • 13. 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
  • 14. YES!Social media allows customers to be heard by many.
  • 15. YES!Social media allows customers to be heard by many.Are you listening?
  • 16. 81% of companies with strong capabilities andcompetencies for delivering customer experienceexcellence are outperforming their competitionSource: Peppers & Rogers Group, 2009 Customer Experience MaturityMonitor
  • 17. Voice of the CustomerThe in-depth process of capturing a customers expectations, preferences and aversions. Wiki
  • 18. Voice of the CustomerSuccessful VoC provides businesses with the feedback mechanism theyneed to continue to develop a better customer experience.
  • 19. VoC Process Listen Interpret Voice of the Customer Monitor React
  • 20. 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
  • 21. 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.
  • 22. It takes 12 positive service experiences to makeup for one negative experienceSource: “Understanding Customers” by Ruby Newell-Legner
  • 23. A Positive Customer Experience Customer Positive Word of Business Experience Mouth Growth Higher More Increased Satisfaction Loyalty Revenue
  • 24. 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
  • 25. CustomerExperience
  • 26. CustomerExperience
  • 27. 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
  • 28. 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/