“In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences”Gary McNeil, Vice Preside...
Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enab...
The Customer Has Never Been More Important!  <br />In light of sales teams selling less - organisations are focused on:<br...
Service Has Become A Major Differentiator<br />Improving the customer experience<br />Multi-channel support<br />Providing...
The Implications of Getting it Wrong Costing you money now…and later<br />5<br />
Parature:  An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support...
800 Customers Across All Industries<br />Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<b...
HABIT 1<br />PUT YOURSELF <br />in <br />YOUR CUSTOMER’S SHOES<br />
Habit 2-Get out of the office<br />Pretend your are a customer of your own company<br />Pretend you are a customer of your...
Habit 3-Being Clueless<br />Forget the ‘this is how we’ve always done it mentality’<br />Don’t let your experience or succ...
Habit 4-BOOTSTRAPPING<br />‘just do it’<br />don’t worry- lack of resources makes you more creative<br />
1996<br />
1997<br />
1998<br />
1999<br />
2000<br />
2001<br />
HABIT 1<br />PUT YOURSELF <br />in <br />YOUR CUSTOMER’S SHOES<br />
Being in your customer’s shoes<br />Think back to front: see yourself as the customer, not the ‘seller’<br />Be more subje...
Questions?<br />Follow Parature on<br />http://blog.parature.com <br />http://www.facebook.com/parature<br />http://www.tw...
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In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences

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An outstanding customer experience is the key to building and maintaining a successful brand and is a competitive differentiator that facilitates customer loyalty. A great motto and one endorsed by Coffee Republic; a company that transformed a nation of tea drinkers into one obsessed with 'triple decaf half-caf lattes' by focusing solely on the customer experience.

This insightful webinar will provide you with a real-life entrepreneurial story of customer success. Hear Sahar Hashemi, Co-founder - Coffee Republic, present 'In the Customers' Shoes: How Coffee Republic Built its Brand through Great Customer Experiences'; she will discuss her customer experience philosophy and how it influences building and maintaining a successful brand.

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  • In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences

    1. 1. “In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences”Gary McNeil, Vice President of Marketing, ParatureSahar Hashemi, Founder, Coffee Republic<br />
    2. 2. Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enables organisations to:<br />Reduce the cost of supporting their customers<br />Have a 360 view of customer issues<br />Retain their customers<br />Improve customer loyalty<br />Generate more revenue from their base<br />Deliver “great” customer service<br />
    3. 3. The Customer Has Never Been More Important! <br />In light of sales teams selling less - organisations are focused on:<br />Customer retention<br />Customer upsell and cross sell opportunities<br />Lifetime value of a customer<br />Overall revenue from the customer base<br />
    4. 4. Service Has Become A Major Differentiator<br />Improving the customer experience<br />Multi-channel support<br />Providing support in the manner by which the customer wants it<br />Reducing customer effort<br />Delivering on the promise of first contact resolution<br />The result is reduced frustration<br />Increasing customer loyalty<br />By reducing customer effort you increase customer loyalty<br />Increased loyalty is a game changer<br />
    5. 5. The Implications of Getting it Wrong Costing you money now…and later<br />5<br />
    6. 6. Parature: An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support<br />For your CSR’s to Manage All Customer Interactions<br />Metrics &Reports<br />Deploy Surveys<br />Feedback<br />Chat<br />Ticket<br />?<br />Forums<br />Your CSR<br />Downloads<br />Mobile <br />Your Customer<br />E-Mail<br />Knowledge-base and FAQ’s<br />360º Customer History<br />Intelligent Workflow<br />Phone<br />Service Desk<br />6<br />
    7. 7. 800 Customers Across All Industries<br />Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<br />Associations<br />Education<br />7<br />
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    11. 11. HABIT 1<br />PUT YOURSELF <br />in <br />YOUR CUSTOMER’S SHOES<br />
    12. 12.
    13. 13. Habit 2-Get out of the office<br />Pretend your are a customer of your own company<br />Pretend you are a customer of your competitor <br />
    14. 14.
    15. 15. Habit 3-Being Clueless<br />Forget the ‘this is how we’ve always done it mentality’<br />Don’t let your experience or success become your straightjacket<br />use fresh thinking<br />
    16. 16.
    17. 17.
    18. 18. Habit 4-BOOTSTRAPPING<br />‘just do it’<br />don’t worry- lack of resources makes you more creative<br />
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    40. 40. 1996<br />
    41. 41. 1997<br />
    42. 42. 1998<br />
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    44. 44. 1999<br />
    45. 45. 2000<br />
    46. 46. 2001<br />
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    48. 48. HABIT 1<br />PUT YOURSELF <br />in <br />YOUR CUSTOMER’S SHOES<br />
    49. 49. Being in your customer’s shoes<br />Think back to front: see yourself as the customer, not the ‘seller’<br />Be more subjective: experience your product for yourself<br />Don’t just rely on customer surveys<br />Think of customer service as problem solving-its more exciting<br />Ask yourself ‘as a customer would I like this?’ <br />
    50. 50. Questions?<br />Follow Parature on<br />http://blog.parature.com <br />http://www.facebook.com/parature<br />http://www.twitter.com/parature<br />http://www.parature.com/rss<br />http://www.youtube.com/paratureinc<br />

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