SlideShare is now on Android. 15 million presentations at your fingertips.  Get the app

×
  • Share
  • Email
  • Embed
  • Like
  • Private Content
 

One Face of the Brand

by on Feb 04, 2014

  • 3,249 views

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience. Learn more about Zendesk for Retail: ...

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience. Learn more about Zendesk for Retail: http://www.zendesk.com/lp/retail

Questions for retailers: Is it important to reduce the risk that your best customers may switch to a competitor due to support issues? Is increasing brand loyalty and referrals critical to future revenue growth?
Develop “One Face of the Brand” support
1 Create a seamless customer service experience 2 Meet the customer wherever they are and when they choose 3 Customer service issues must be resolved quickly
Customer service must be seamless across all communication channels where customer interactions and feedback occur
Seamless customer service drives collaboration and puts the customer at the center of shared efforts
A SINGLE ISSUE MAY CROSS MULTIPLE CHANNELS
A customer sends an email requesting support Retailer follow-up starts with email and continues to phone When the customer is online later that day, they use chat to check the progress and tweet about their support experience
The proliferation of communication channels poses a challenge when trying to meet the customer wherever they are
To meet the customer wherever they are, remember support is more than just a ticket. Self-service tools empower customers
Meet the customer wherever they are to improve the customer service experience
If customers’ issues are resolved quickly no matter which channel they use, they feel valued by the brand
An issue that is resolved within 24 hours, at the first point of contact--something more likely to occur when all customer communication vehicles are in sync--can be up to 170% less costly than an issue that takes 48 hours to resolve
If issues aren’t resolved quickly, or customers experience slower resolution times when using different channels, this inconsistency fractures the customer experience
Five Steps Establishing One Face of the Brand
1 Benchmark time to resolution 2 Benchmark current costs 3 Identify communication channel gaps 4 Empower an internal cross-functional excellence team 5 Assess current support platforms and tools
Empower an internal cross-functional excellence team
Assess current support platforms and tools and evaluate whether they are flexible enough to adapt to rapid change
PLATFORM CONSIDERATIONS FOR CUSTOMER SERVICE
highly adaptable support platforms that can be rapidly implemented without heavy IT resource costs 1 SaaS and Cloud platforms 2 Subscription-based licensing 3 Scalability 4 Native connectivity 5 Ongoing research and development
ONE FACE OF THE BRAND
By using technology to enable seamless cross-department and cross-division collaboration on customer service, retailers can transform a fragmented brand experience into One Face of the Brand for customers. This will reduce first response time, improve customer satisfaction, and increase brand loyalty and re

Statistics

Views

Total Views
3,249
Views on SlideShare
2,406
Embed Views
843

Actions

Likes
18
Downloads
38
Comments
1

10 Embeds 843

http://www.zendesk.com 765
http://www.scoop.it 32
http://feedly.com 31
https://twitter.com 3
http://newsblur.com 3
http://www.newsblur.com 3
http://analyst.test.ciradar.com 2
http://www.linkedin.com 2
http://digg.com 1
http://crmbrief.com 1
More...

Accessibility

Categories

Upload Details

Uploaded via SlideShare as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

11 of 1 previous next

  • s81319 s81319 good 2 months ago
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

One Face of the Brand One Face of the Brand Presentation Transcript