Improving the Customer Experience


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Improving the Customer Experience - Pretium’s Capabilities, Approach & Results

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Improving the Customer Experience

  1. 1. Improving the Customer Experience Pretium’s Capabilities, Approach & Results
  2. 2. <ul><li>a premier provider of globally-recognized, cutting-edge sustainable customer service, contact center and sales training, consulting and leadership programs </li></ul><ul><li>serves both large and mid-cap companies </li></ul>
  3. 4. <ul><li>Why? </li></ul><ul><li>Commoditization has made differentiation more difficult </li></ul><ul><li>Traditional industry boundaries are dissolving </li></ul><ul><li>Customers have more power than ever </li></ul><ul><li>In order to retain existing customers and attract others away from their competition, companies must deliver on their brand promise by providing an exceptional customer experience where it counts the most – the front line . </li></ul>Improving the Customer Experience is Becoming the Strategic Imperative Customer-Facing Employees Must Know How to Deliver the Company’s Brand Promise and Create Loyal Promoters
  4. 5. <ul><li>Applying a “ coat of paint” to an old conversation to make it look new is unlikely to generate improved results. </li></ul><ul><li>If a company ’s current customer interactions are not creating loyal customers and producing optimal results, then the nature of the interaction itself must fundamentally change … </li></ul>Better Results Require a Different Approach <ul><li>Achieving better customer service performance and results (increasing customer loyalty and creating a better customer experience) requires the construction and implementation of an entirely new conversation between the agent and the customer. </li></ul>
  5. 6. <ul><li>Identify and meet the customer ’s practical needs </li></ul><ul><li>Engage the customer in a way that eliminates emotional barriers and creates emotional buy-in related to the product- or service-related issue (loyalty is driven primarily by the emotional dynamic of the touchpoint) </li></ul><ul><li>Create a perception of low effort for the customer </li></ul><ul><li>Own the call </li></ul><ul><li>Put the customer at the center of the interaction, not the company ’s systems and processes </li></ul><ul><li>Guide the call to optimal value for the customer by intentionally and proactively blending product, system and behavioral skills </li></ul><ul><li>Close the call by tying value back to the company </li></ul>How Do Agents Create a New Conversation?
  6. 7. <ul><li>… is a customized program based on the company’s needs and unique challenges </li></ul><ul><li>creates a new conversation between the company’s customer-facing employees and prospective and current customer that will build loyalty and expand and intensify promotion </li></ul><ul><li>prepares supervisors and quality teams to monitor, coach and create personal accountability for high performance in the new conversation </li></ul><ul><li>infuses the company’s brand promise into the customer experience </li></ul>
  7. 8. In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint™ Customer Loyalty Program to call center agents, supervisors and managers supporting Philips in over 30 countries. Recent Pretium Initiative
  8. 9. Recent Results Net Promoter Score (NPS) increases after implementation of the Golden Touchpoint™ at Philips outsourced call center sites in Europe: Benelux 1 Phone 21.9% increase over 5-month period Email 15.4% increase over 5-month period Chat 58.0% increase over 5-month period Germany Phone 16.7% increase over 2-month period Email 19.9% increase over 2-month period Spain Email 3.7% increase over 4-month period Chat 39.1% increase over 4-month period Italy Chat 19.4% increase over 4-month period France Phone 20.4% increase over 3-month period Email 71.9% increase over 3-month period UK Email 21.9% increase over 2-month period Chat 18.4% increase over 2-month period Nordic 2 Phone 13.4% increase over 2-month period Email 36.6% increase over 2-month period Poland Phone 17.5% increase over 2-month period Email 89.9% increase over 2-month period 1 Benelux Countries = Belgium, Netherlands and Luxembourg 2 Nordic Countries = Denmark, Finland, Norway and Sweden
  9. 10. <ul><li>Organizational Commitment </li></ul><ul><li>Robust Assessment and Due Diligence </li></ul><ul><li>Identification of Baseline Metrics </li></ul><ul><li>Program Customization </li></ul><ul><li>Facilitation </li></ul><ul><li>Supervisors/Management </li></ul><ul><li>Front-Line Employees </li></ul><ul><li>Performance Coaching and Calibration </li></ul><ul><li>Online Support Modules </li></ul><ul><li>Measurement and Reassessment </li></ul>Typical Golden Touchpoint™ Engagement
  10. 11. 111 West Port Plaza, 6 th Floor St. Louis, Missouri 63146 636.481.5100