Top 10 Customer Experience Trends of 2014
Upcoming SlideShare
Loading in...5
×
 

Like this? Share it with your network

Share

Top 10 Customer Experience Trends of 2014

on

  • 10,457 views

In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we ...

In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.

Statistics

Views

Total Views
10,457
Views on SlideShare
10,117
Embed Views
340

Actions

Likes
66
Downloads
418
Comments
4

26 Embeds 340

http://www.misgl.com 92
https://twitter.com 67
http://dev.dialog-direct.com 52
http://www.linkedin.com 37
http://cursodeinformatica2014.wordpress.com 22
http://www.pinterest.com 15
http://mangastorytelling.tistory.com 12
http://www.google.com 8
https://www.facebook.com 8
http://edmei141.blogspot.com 5
https://www.linkedin.com 4
http://localhost 3
https://trunk.devbk.net 2
http://www.hanrss.com 1
http://gazeta.yandex.ru 1
https://m.facebook.com&_=1391757061708 HTTP 1
https://m.facebook.com&_=1391756798229 HTTP 1
https://m.facebook.com&_=1391757075697 HTTP 1
https://m.facebook.com&_=1391701586713 HTTP 1
https://m.facebook.com&_=1391701503506 HTTP 1
https://m.facebook.com&_=1391701715009 HTTP 1
https://m.facebook.com&_=1391699227261 HTTP 1
https://m.facebook.com&_=1391697324430 HTTP 1
http://pulse.me&_=1391660340281 HTTP 1
http://pulse.me&_=1391633493179 HTTP 1
https://m.facebook.com&_=1391697903935 HTTP 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Top 10 Customer Experience Trends of 2014 Presentation Transcript

  • 1. VOC DATA ANALYSIS TREND 1:
  • 2. AMPLIFIED TO NEW HEIGHTS THANKS TO THE VOICE OF THE CUSTOMER HAS SMARTPHONES & SOCIAL
  • 3. SPEECH, & PREDICTIVE ANALYTICS TO DECODE REAL-TIME EXPERIENCES IN 2014, MORE COMPANIES WILL USE TEXT
  • 4. CREATING A TREND 2: CUSTOMER CENTRIC CULTURE
  • 5. 12 SIMPLE THINGS 1. Get to know the people!!! 2. Lunch & Learns 3. Mentoring Program 4. LOTS & LOTS of Events 5. Leadership Training 6. Promotion Dinners 7. A library of great books 8. Toast Master Lunches 9. Exit Interviews 10. Innovation Team 11. Contests 12. Respect “The emotional commitment an employee has to the organization and its goals, resulting in the use of discretionary effort.” EMPLOYEE ENGAGEMENT - Kevin Kruse
  • 6. A SHIFT AWAY FROM THE TREND 3: NET PROMOTER SCORE
  • 7. CUSTOMER EXPERIENCE 3 WAYS TO MEASURE CSAT NPS CES One simple question: “On a 1 to 5 scale, how much effort did you personally put forth to handle your request?” Many mildly satisfied or mildly dissatisfied customers don't tend to complete surveys Industry is struggling with how best to make decisions off of a single metric. For example, what does a score of 7 mean and feel like for to the customer? Why is it a 7?
  • 8. FIRST TOUCH RESOLUTION TREND 4: VIA SELF SERVICE
  • 9. CONNECTED TO PHYSICAL THINGS. DEVICES WILL BE WIRELESSLY BY 2020, MORE THAN 30 BILLION -ABI Research
  • 10. CAPITALIZE ON THE TREND 5: MOMENTS OF TRUTH
  • 11. LOOK AT THE CUSTOMER JOURNEY FROM AN EMOTIONAL PERSPECTIVE Create memorable customer experiences by focusing on the moments that matter most
  • 12. LEVERAGE CUSTOMER TREND 6: INSIGHTS TO PERSONALIZE “E”-XPERIENCES
  • 13. WITH CULTURE OF MULTI-TASKERS WE’VE BECOME IMPATIENT WE WANT SMART INTERACTIONS
  • 14. WHAT WOW MEANS TO US You created an off-the-charts, remarkable, amazing experience that directly affected someone’s day. You went above what was expected. You turned a first- time customer into a lifelong customer. When the customer hung up the phone with you, they said “WOW, that was the best customer experience I have ever had” and that customer now continues to re-tell that story to their friends because you did something extraordinary for them.
  • 15. TEXT MESSAGE & TREND 9: MOBILE ANALYTICS
  • 16. THE RISE OF TREND 10: VISUAL IVRS
  • 17. THANK YOU! Connect with us: www.Dialogue-Marketing.com