the way we will complaincustomer service over the next 10 years                                      esteban kolsky       ...
90 percentof transactions forcustomer service  happen offlinesource: face to face book: why real relationships rule in a d...
80 percentof organizations thinktheir experiences are     good (8% of  customers agree)source: bain and company, closing t...
86 percent of   organizations use   twitter, facebook      (or both) for   customer servicesource: thinkjar and sword cibo...
66 percent have no  defined processesfor customer service over social channelssource: thinkjar and sword ciboodle study on...
68 percent werenot able to calculateROI before deploying     a channelsource: thinkjar and sword ciboodle study on custome...
8 percent found        the expected             ROIsource: thinkjar and sword ciboodle study on customer service using soc...
none of them     are sure if   they are doing   the right thingsource: thinkjar research, unpublished, collected 1998-2012
typical customer service scenario    Competitive                                          Customer        Forces          ...
six trends, ten years in customer service•   social CRM•   cross channel, not multi channel•   customer experience managem...
communities                                        community management                                        “social” an...
cross-channel evolution              silo                    semi-integrated                  integrated        single cha...
co-creating experiences              end-to-end effectiveness and efficiency metrics design                validate       ...
measuring experienceseffectiveness (right answer, time)     efficiency (cheap, fast operations)                           ...
building customer service mashups            agent            tools knowledge                   repositories        commun...
collaboration with customers                                  collaborate to understand                                  ...
customer service with social                  twitter    facebook    communities        Phone   email      chat   number o...
service with social top issues• communities  – tribal knowledge  – reduced costs  – branded• facebook  – integration  – AP...
discuss…
the way we will complaincustomer service over the next 10 years                                      esteban kolsky       ...
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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

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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.

    thanks for asking.
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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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The way we will complain (sourced now)

  1. 1. the way we will complaincustomer service over the next 10 years esteban kolsky thinkJar @ekolsky esteban@estebanjkolsky.com
  2. 2. 90 percentof transactions forcustomer service happen offlinesource: face to face book: why real relationships rule in a digital marketplace
  3. 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. 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. 5. 66 percent have no defined processesfor customer service over social channelssource: thinkjar and sword ciboodle study on customer service using social, 2012
  6. 6. 68 percent werenot able to calculateROI before deploying a channelsource: thinkjar and sword ciboodle study on customer service using social, 2012
  7. 7. 8 percent found the expected ROIsource: thinkjar and sword ciboodle study on customer service using social, 2012
  8. 8. none of them are sure if they are doing the right thingsource: thinkjar research, unpublished, collected 1998-2012
  9. 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. 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. 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. 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. 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. 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. 15. building customer service mashups agent tools knowledge repositories communities support self-service tools
  16. 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. 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. 18. service with social top issues• communities – tribal knowledge – reduced costs – branded• facebook – integration – API• twitter – limits – tools
  19. 19. discuss…
  20. 20. the way we will complaincustomer service over the next 10 years esteban kolsky thinkJar @ekolsky esteban@estebanjkolsky.com
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