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- Customer Satisfaction in the Multi-Polar World: Accenture 2007 Global Customer Service Satisfaction Survey Report
- Customer Focus Inc.
Customer Service Experience Gap 80% of companies believe they deliver a superior customer experience. Only 8% of their customers agree “… increases in customer service expectations continue to outpace efforts made by companies to improve service.” The Best & Worst Customer Service Forum Business Week Article
Any Medium of Interaction with the Organization must generate the same level of Customer Experience. Source: Gartner Customer Experience Stages Types of Customer Interaction Illustrative Not Again – “I’m not happy with this” (Occurs more than once) Zen – “I cant live without this” Enjoyable – “I really like this” Efficient – “This works very well” Functional – “This works well” Run of the Mill – “Nothing special” Ugh! – “I didn’t like that” (1 instance) Loathing – “I hate this and want to leave” Visit Store Click to Chat Phone Contact Center Email Company SMS Agent
Impact of Poor Customer Service If a customer is dissatisfied with the level of service you provide, on average, 16 other people will find out about it It costs 5 times as much to attract a new customer as it does to keep an established one For every customer who bothers to complain, 26 other customers remain silent The Bottom Line: A Customers Experience is at the heart business success or failure
70% of complaining customers will do business with you again if you resolve the complaint in their favor
95% of complaining customers will do business with you again if you resolve the complaint instantly
Problems Handled Quickly can have positive results
Next Competitive Differentiator – Customer Service Experience A Little Intelligence Can Make a Big Difference “ I can get help directly from their web site by chatting with an agent online” “ Now I walk into the store and get expert help via their video kiosk” “ Now when I call and get the automated system, I can just speak and don’t have to hit all those buttons and remember all those choices” “ It’s as if they know what I want even before I do” “ I’m mobile most of the time so being able to SMS an expert is a real time saver” “ I don’t have to repeat myself” “ The experience is the same on the web, on the phone, via chat, It’s great” “ They know who I am when I call and have my information at their fingertips” “ They contact me when they have information they know I’ll need right away”
Basics Segmentation Profiling SEGMENTATION is done basis the Customer and/or Market that an organization wishes to address with differentiated products or a services All Strategic CRM initiatives taken by an organization are with an intent to best address identified customer segments giving them ‘The Best possible Experience’ by design