The way we will complain (sourced now)
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The way we will complain (sourced now)

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How customer service will evolve over the next 10 years, presentation given at #SBF12

How customer service will evolve over the next 10 years, presentation given at #SBF12

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  • stephaineweah@live.com

    Hello dear,my name is stephaine weah i am so happy to read your profile at (www.slideshare.net),please i will like us to know each other and to establish a strong relationship.contact me on my email (stephaineweah@live.com) to enable me share my picture with you and for you to know me more in further comminication.have a nice day.

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  • I replaced the old deck with a new one with the sources -- hope that works better for everyone!
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  • I will do that in my blog, Nicholas. Got asked by many people about them. A portion are my research from sources that cannot be disclosed by name - but will provide sufficient background to build trust around them.

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  • Nice presentation Esteban - thanks for sharing it.

    Would you be able to provide the sources for the stats you provide in the deck?

    Thanks in advance.

    Cheers,

    Nicholas
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  • 1. the way we will complaincustomer service over the next 10 years esteban kolsky thinkJar @ekolsky esteban@estebanjkolsky.com
  • 2. 90 percentof transactions forcustomer service happen offlinesource: face to face book: why real relationships rule in a digital marketplace
  • 3. 80 percentof organizations thinktheir experiences are good (8% of customers agree)source: bain and company, closing the delivery gap report (fixed entry, it is 80, not 88)
  • 4. 86 percent of organizations use twitter, facebook (or both) for customer servicesource: thinkjar and sword ciboodle study on customer service using social, 2012
  • 5. 66 percent have no defined processesfor customer service over social channelssource: thinkjar and sword ciboodle study on customer service using social, 2012
  • 6. 68 percent werenot able to calculateROI before deploying a channelsource: thinkjar and sword ciboodle study on customer service using social, 2012
  • 7. 8 percent found the expected ROIsource: thinkjar and sword ciboodle study on customer service using social, 2012
  • 8. none of them are sure if they are doing the right thingsource: thinkjar research, unpublished, collected 1998-2012
  • 9. typical customer service scenario Competitive Customer Forces Demand Strategy Legal Channels,Environment Business Customer Partners and Model Service Suppliers 4.0 Governance Technology Social TechnologicalEnvironment Change
  • 10. six trends, ten years in customer service• social CRM• cross channel, not multi channel• customer experience management• mashups• collaborative enterprise• of course, customer service using social – today!
  • 11. communities community management “social” analytics engine social crm actionable layer unit system-of-record integration layer erp crm scm recordsystems of what social CRM looks like
  • 12. cross-channel evolution silo semi-integrated integrated single channel multi-channel cross-channel E E R K D D D D D D K K K K K K W D W P R R R R R R K UC P M S W E C P M M R C C S D S 1980 1995 2010S – SMS, W – Web, E – Email, C – Chat, P – Phone, M- Social Media, D – Data, K- Knowledge
  • 13. co-creating experiences end-to-end effectiveness and efficiency metrics design validate implement measure collaborationexisting involve create new correlateprocesses stakeholders experiences metricsinvolve customer deploy analyzecustomers segmentation pilots insightspaper virtual process summarizeexperiences designs prioritization changes
  • 14. measuring experienceseffectiveness (right answer, time) efficiency (cheap, fast operations) performance loyalty training satisfaction readiness customer process agent end-to-end efficiency and effectiveness index
  • 15. building customer service mashups agent tools knowledge repositories communities support self-service tools
  • 16. collaboration with customers  collaborate to understand the customer job-to-be- E2.0 done  collaborate to co-create with the customer to meet her desired outcomes  collaborate to act on social customer insights CRM  collaborate to understand and provide the customer experience they expect from youthe collaborative enterprise
  • 17. customer service with social twitter facebook communities Phone email chat number of 4 6 2 (*) 2 6 12 interactions total work 1.5 6 0 (*) 6 12 8 time (AHT) percent 95 98 34 (*) 12 6 6 escalated number 8 4 0 (*) 1 6 2-3 concurrent FCR percent 1 1 62 (*) 75 89 78 close time 48 h 72 h 12-24 h (*) 6m 24 h 8m source: confidential thinkjar research, unpublished, collected 2010-2012 interviews and vetted by practitioners, consultants (n=48-66)(*) depending on staff participation, model varies wildly
  • 18. service with social top issues• communities – tribal knowledge – reduced costs – branded• facebook – integration – API• twitter – limits – tools
  • 19. discuss…
  • 20. the way we will complaincustomer service over the next 10 years esteban kolsky thinkJar @ekolsky esteban@estebanjkolsky.com