Vovici ICSA Conference presentation

Nancy Porte Transforming Service fromSERVICE ICSA – POWER OF a Department to a Strategy September 21, 2010

The Value of Loyalty 1.64 Increase Profits Grow Market Share  Gain ability to  Increase share-of-wallet successfully change  Gain new customers through price premiums 1 positive referrals  Increase cross-sell opportunities Decrease costs  Efficiently retain current customers All Other Brands High Loyalty Brands 2008 Revenue Growth (Indexed) Source: Marketing Leadership Council 5

We’re Talking the Talk But Not Walking the Walk Percent of businesses that believe customer experience is ‘very important’ or ‘critical’ to their business. Source: Forrester Research 6

We’re Talking the Talk But Not Walking the Walk Percent of North American executives who agreed with the statement, “Employees across the company share a vivid image of target customers.” Source: Forrester Research 7

Customer Centricity “ Source: Gartner 8

The Customer Journey Starts with Customer Perspective 10

Vovici Customer Experience Wheel Attend training Training Registration Services – Scope of work accepted Customer feels welcomed – account Services project complete on time setup is accurate, timely and in-budget Renewal Publish first survey Pre-renewal discussions Contact Customer Support Upgrade occurs without issue Solve issue on a timely basis New release has upgrades that are Analyze and report first survey important to business Join Product Advisory Council Complete On-boarding Experience Icons Moment of truth Survey Listening Post Data needed 11

“Moments Of Truth” Create Focus For Action 12

Customer Experience – Where Is It? Percent of consumers that had a bad experience and told others about it. Source: Right Now 15

The AM Radio of VOC Listening 16

VOC Listening in Stereo 17

VOC Listening in Surround Sound 18

Customer Experience – Where Is It? Percent of companies who do not use a standard set of metrics to measure Source: Vovici CEIQ Study 21

Empowering the Organization with Feedback Stakeholders • Customer Support • Account Management Relationship Continuous • Training Surveys Listening • Professional Services • Product Management • Executive Team Transactional Periodic • Finance Surveys Immersion • Marketing – References FUTURE • Employee Recognition • Analysts/Media 23

Thriving with the Customer Insight Team 24

Vovici Customer Satisfaction Q3 09 Q4 09 Q1 10 Q2 10 Q3 10 27

Clear Vision Drives Strategy 29

Key Differentiators 31

Questions? 39

Vovici ICSA Conference presentation

by Vovici on Oct 15, 2010

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Vovici ICSA Conference presentation — Presentation Transcript