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
supplier of goods or
services, over the duration
of their relationship
Wikipedia, the free encyclopedia
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In-house solution for
on-going proactive
event driven feedback
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“only customers judge quality, all
other judgments are essentially
irrelevant”
Zeithaml, Parasuraman, Berry. (1999).
Delivering quality service. NY: The Free Press.
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Improvement Measurement
vs.
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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
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Attentive™ Customer Experience
Post Feedback processes
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Customer Touchpoint
Post Feedback processes
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Processing daily touchpoints
Customer
Touchpoint
Customer
Touchpoint
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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…
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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
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Post Feedback workflow
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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
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KPI Dashboard Display
Slide
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GIS Interface
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GIS Interface
Distribution of water complaints
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Customer Experience
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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
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Customer Complaints
4%
3%
2%
1%
2000 2001 2002 2003 2004 2005 2006 2007 2008
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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
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First call Resolution
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Customer Loyalty
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Customer Retention

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.
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“...It is not the strongest that
survive nor the most intelligent
but the most responsive to
change...”
Charles Darwin (1853)
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Thank You
for your time
Eli Matara