VOC DATA ANALYSIS
TREND 1:
AMPLIFIED TO NEW HEIGHTS THANKS TO
THE VOICE OF THE CUSTOMER HAS
SMARTPHONES & SOCIAL
SPEECH, & PREDICTIVE ANALYTICS TO
DECODE REAL-TIME EXPERIENCES
IN 2014, MORE COMPANIES WILL USE TEXT
CREATING A
TREND 2:
CUSTOMER CENTRIC
CULTURE
12 SIMPLE THINGS
1. Get to know the people!!!
2. Lunch & Learns
3. Mentoring Program
4. LOTS & LOTS of Events
5. Leadershi...
A SHIFT AWAY FROM THE
TREND 3:
NET PROMOTER SCORE
CUSTOMER EXPERIENCE
3 WAYS TO MEASURE
CSAT NPS CES
One simple question: “On a 1
to 5 scale, how much effort
did you person...
FIRST TOUCH RESOLUTION
TREND 4:
VIA SELF SERVICE
CONNECTED TO PHYSICAL THINGS.
DEVICES WILL BE WIRELESSLY
BY 2020, MORE THAN 30 BILLION
-ABI Research
CAPITALIZE ON THE
TREND 5:
MOMENTS OF TRUTH
LOOK AT THE CUSTOMER JOURNEY
FROM AN EMOTIONAL PERSPECTIVE
Create memorable customer experiences by
focusing on the moment...
LEVERAGE CUSTOMER
TREND 6:
INSIGHTS TO PERSONALIZE
“E”-XPERIENCES
WITH CULTURE OF MULTI-TASKERS
WE’VE BECOME IMPATIENT
WE WANT SMART
INTERACTIONS
WHAT WOW MEANS TO US
You created an off-the-charts, remarkable, amazing
experience that directly affected someone’s day. Y...
TEXT MESSAGE &
TREND 9:
MOBILE ANALYTICS
THE RISE OF
TREND 10:
VISUAL IVRS
THANK YOU!
Connect with us:
www.Dialogue-Marketing.com
Top 10 Customer Experience Trends of 2014
Top 10 Customer Experience Trends of 2014
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Top 10 Customer Experience Trends of 2014

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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.

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Top 10 Customer Experience Trends of 2014

  1. 1. VOC DATA ANALYSIS TREND 1:
  2. 2. AMPLIFIED TO NEW HEIGHTS THANKS TO THE VOICE OF THE CUSTOMER HAS SMARTPHONES & SOCIAL
  3. 3. SPEECH, & PREDICTIVE ANALYTICS TO DECODE REAL-TIME EXPERIENCES IN 2014, MORE COMPANIES WILL USE TEXT
  4. 4. CREATING A TREND 2: CUSTOMER CENTRIC CULTURE
  5. 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. 6. A SHIFT AWAY FROM THE TREND 3: NET PROMOTER SCORE
  7. 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. 8. FIRST TOUCH RESOLUTION TREND 4: VIA SELF SERVICE
  9. 9. CONNECTED TO PHYSICAL THINGS. DEVICES WILL BE WIRELESSLY BY 2020, MORE THAN 30 BILLION -ABI Research
  10. 10. CAPITALIZE ON THE TREND 5: MOMENTS OF TRUTH
  11. 11. LOOK AT THE CUSTOMER JOURNEY FROM AN EMOTIONAL PERSPECTIVE Create memorable customer experiences by focusing on the moments that matter most
  12. 12. LEVERAGE CUSTOMER TREND 6: INSIGHTS TO PERSONALIZE “E”-XPERIENCES
  13. 13. WITH CULTURE OF MULTI-TASKERS WE’VE BECOME IMPATIENT WE WANT SMART INTERACTIONS
  14. 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. 15. TEXT MESSAGE & TREND 9: MOBILE ANALYTICS
  16. 16. THE RISE OF TREND 10: VISUAL IVRS
  17. 17. THANK YOU! Connect with us: www.Dialogue-Marketing.com
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