Customer experience management
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Customer experience management Presentation Transcript

  • 1. Customer ExperienceManagementTed Chen June 2012
  • 2. Customer Experience Matters “We only have two sources of competitive advantage – the ability to learn more about our customers faster than the competition and the ability to turn that learning into action faster than the competition” Jack Welch, Former Chairman & CEO General Electric
  • 3. What are the Present Challenges for CMOs and InsightsProfessionals? Explosion of two-thirds: invest in new tools Understand data and technologies individuals Leverage • Consultation • Synthesized continuous technology tools • Partners integration
  • 4. How These Challenges Affect CEM Organization (CMO) Research • Information galore • Directive to be • New sources of data actionable/consultative • How to bring it all together • Need to operationally run a • Engage the rest of the organization research program • Time constraints • Resource constraints
  • 5. How Do Tools and Technologies FacilitateMeeting Those Challenges? Capture Data Provide Comprehensive View of the Customer Streamline Processes Automate Non-Consultative Tasks Help Drive Insights and Action
  • 6. There are Many Potential Feedback Elements to Manage inEach Customer’s Journey Other Ongoing Touch-point Feedback • Relationship • Purchase • Employee • Satisfaction • Call Center • Mystery Shopping • Website • Servicing/Repair • Competitor • Account Manager • Web Purchase • Social Media • Product • Onboarding • Delivery CRM Database/Transactional
  • 7. VC’s CEM Data CollectionPlatform Providesthe TechnologyBackbone Contextualization Online Reporting
  • 8. Leverage CEM to Be More Actionable and Consultative Time Spent - Now Time Spent - After Measure Design Data / Measure Design DistributeAction / CEMConsult Data / Action / Consult Distribute
  • 9. Benefits Researchers by Freeing Up Time and Resources andBringing Feedback Together Manage sample, deployment, processes Handle standard inquiries Distribute results Expose improvement opportunities Provides foundation for further value-add
  • 10. Demo
  • 11. Focus on Better Research Deliverables Action Planning Performance evaluation Employee Training Generate Revenue
  • 12. Leverage Sparq Panel with CEM to Drive Deeper Insights
  • 13. Enhance Engagement in all Phases Stakeholders / Customers Users Management Executives• Visually engaging and • Results in engaging interactive online data visualized surveys format• Convenient and • Insights and immediate modalities recommendations • Intuitive, graphical online results and insights delivered real- time • Comprehensive and holistic view of the people that matter
  • 14. Questions?