Attentive Customer Experience
      -Solution Overview-
                       Eli Matara, Sales Director
What is customer experience?


     Customer experience is the
      sum of all experiences a
        customer has with a
...
Attentivity Begins Here
In-house solution for
  on-going proactive
event driven feedback
                     Attentivity Begins Here
“only customers judge quality, all
other judgments are essentially
irrelevant”

Zeithaml, Parasuraman, Berry. (1999).
Deli...
Improvement         Measurement


              vs.


                          Attentivity Begins Here
The Four P‘s Model
                     ••Company policy
                     • Variety confidence
                     • ...
Attentive™ Customer Experience




             Post Feedback processes




                                       Attenti...
Customer Touchpoint




            Post Feedback processes




                                      Attentivity Begins H...
Processing daily touchpoints



                                Customer
                               Touchpoint



    ...
Business oriented sampler
When to get the feedback?
Event +24h, +1week, +1month, +quarter

Whom to sample?
• Avoid harassm...
Feedback Collection

 How to Interview?
 Phone (CATI), Email, URL, Web, PDAs,
 Kiosk, SMS, IVR.

 What to ask?
 Feedback q...
Post Feedback workflow




                         Attentivity Begins Here
Post Feedback processes

 Full Engagement from a wide variety
  of managers
 Aggregated conclusions based on
  managers’...
KPI Dashboard Display



        Slide




                        Attentivity Begins Here
GIS Interface




                Attentivity Begins Here
GIS Interface

Distribution of water complaints




                                   Attentivity Begins Here
Customer Experience
     In practice  Attentivity Begins Here
Service quality, satisfaction
         & loyalty

                                          Improve service attributes:
  ...
Customer Complaints



 4%


 3%


 2%


 1%



      2000   2001   2002   2003   2004   2005   2006   2007   2008


     ...
Orange listens to Its Customers

 Timely automated surveying linked to customer events increases
  response rates, as wel...
First call Resolution




                        Attentivity Begins Here
Customer Loyalty




                   Attentivity Begins Here
Customer Retention
Summary Slide

Daily operational tool for front line mangers that improve
customer’ engagement by utilizing customer voice...
“...It is not the strongest that
  survive nor the most intelligent
  but the most responsive to
  change...”
            ...
Thank You
for your time




          Eli Matara
Use Attentive ACE® to: improve customer experience, customer satisfaction, customer loyalty, customer retention, reduce ch...
Use Attentive ACE® to: improve customer experience, customer satisfaction, customer loyalty, customer retention, reduce ch...
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Use Attentive ACE® to: improve customer experience, customer satisfaction, customer loyalty, customer retention, reduce churn and capture the voice of the customer (July 09 version)

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Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.

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Use Attentive ACE® to: improve customer experience, customer satisfaction, customer loyalty, customer retention, reduce churn and capture the voice of the customer (July 09 version)

  1. 1. Attentive Customer Experience -Solution Overview- Eli Matara, Sales Director
  2. 2. What is customer experience? Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship Wikipedia, the free encyclopedia Attentivity Begins Here
  3. 3. Attentivity Begins Here
  4. 4. In-house solution for on-going proactive event driven feedback Attentivity Begins Here
  5. 5. “only customers judge quality, all other judgments are essentially irrelevant” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press. Attentivity Begins Here
  6. 6. Improvement Measurement vs. Attentivity Begins Here
  7. 7. The Four P‘s Model ••Company policy • Variety confidence • Level ofof products level of bureaucracy ••Flexible enough to customer • Product ability to stand out from level of professionalism • Empower the agent • level courtesy • needsof level agreement Service •Uniformity among all service • the competition level of efficiency • Preventing errors ••aspects that answers customer Product reliability level of needs Attentivity Begins Here
  8. 8. Attentive™ Customer Experience Post Feedback processes Attentivity Begins Here
  9. 9. Customer Touchpoint Post Feedback processes Attentivity Begins Here
  10. 10. Processing daily touchpoints Customer Touchpoint Customer Touchpoint Attentivity Begins Here
  11. 11. Business oriented sampler When to get the feedback? Event +24h, +1week, +1month, +quarter Whom to sample? • Avoid harassment • Representation of: Customer profiles Processes CSRs Stores Branches Products Event types … How many? Quotas by event category, by customer group, by department, regions, business segments… Attentivity Begins Here
  12. 12. Feedback Collection How to Interview? Phone (CATI), Email, URL, Web, PDAs, Kiosk, SMS, IVR. What to ask? Feedback questionnaire based on: • Customer profile • Case details and other attributes. How? • Conditional Questions • Open ended questions • Multi lingual – Multi culture Attentivity Begins Here
  13. 13. Post Feedback workflow Attentivity Begins Here
  14. 14. Post Feedback processes  Full Engagement from a wide variety of managers  Aggregated conclusions based on managers’ resolutions  Different workflows for different processes  Real time alerts with action items for Improvement Post Feedback processes Front line managers become the speakers of the customers within the Org Attentivity Begins Here
  15. 15. KPI Dashboard Display Slide Attentivity Begins Here
  16. 16. GIS Interface Attentivity Begins Here
  17. 17. GIS Interface Distribution of water complaints Attentivity Begins Here
  18. 18. Customer Experience In practice Attentivity Begins Here
  19. 19. Service quality, satisfaction & loyalty Improve service attributes: General satisfaction with Reliability Customer service Improve service enablers: Responsiveness 85 Waiting time Helpfulness Courtesy 80 75 70 65 60 General satisfaction with Orange 55 50 45 If had any choice would 40 Choose Orange again 35 12/99 3/00 12/00 3/01 7/01 11/01 3/02 8/02 12/02 5/03 11/03 12/04 9/05 7/06 Attentivity Begins Here
  20. 20. Customer Complaints 4% 3% 2% 1% 2000 2001 2002 2003 2004 2005 2006 2007 2008 Attentivity Begins Here
  21. 21. Orange listens to Its Customers  Timely automated surveying linked to customer events increases response rates, as well as the relevance of the feedback gathered.  The company has reported a 20% increase in quality of service scores, resulting from better targeted training.  Reducing the time between customer issue detection and subsequent action is key to overcoming the accelerated customer churn life cycle  Aligning operational and voice-of-the-customer data significantly enhance the scope and relevance of the actions undertaken by Orange. Gartner Research Publication Date: 22 July 2008 ID Number: G00158807 Attentivity Begins Here
  22. 22. First call Resolution Attentivity Begins Here
  23. 23. Customer Loyalty Attentivity Begins Here
  24. 24. Customer Retention
  25. 25. Summary Slide Daily operational tool for front line mangers that improve customer’ engagement by utilizing customer voice at the right time and place. Built-in workflows for coaching, recovery and change requests, which are based on aggregated front line managers’ conclusions and recommendations. Unique business oriented sampler enables selection of the highest feedback potential value's interactions. 4Ps methodology of transforming information into ongoing front line change, inspires organizations to create customer centric cultures. Attentivity Begins Here
  26. 26. “...It is not the strongest that survive nor the most intelligent but the most responsive to change...” Charles Darwin (1853) Attentivity Begins Here
  27. 27. Thank You for your time Eli Matara

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