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Improving customer
satisfaction – the 5 key enablers
kcom.com
What are the
5 enablers for
improving customer
satisfaction?
kcom.com
kcom.com
1: The ‘Meet and
Greet’ Experience
kcom.com
When the customer contacts you for the first time, don’t bounce your prospect
between different operators while y...
kcom.com
When the customer contacts you for the first time, don’t bounce your prospect
between different operators while y...
kcom.com
2: The ‘I’ve Told
You That Already’
Experience
kcom.com
Having to repeat information – such as account numbers
and contact details – can be a relationship killer.
2: The...
The Enabler:
Make your customer data work harder.
More than 200 data elements – from recent purchases
to friends’ reviews ...
kcom.com
3: The ‘Our Way –
Or Else’ Experience
kcom.com
Why funnel your valued customers into a single sales channel?
3: The ‘Our Way – Or Else’ Experience
92%of organisations that view
customer experience
as a differentiator
offer multiple contact
channels. (Deloitte)
kcom.com
kcom.com
Why funnel your valued customers into a single sales channel?
The Enabler:
Be ready to interact with customers on...
kcom.com
4: The ‘About to
Churn’ Experience
kcom.com
When customers are frustrated, you
could be at risk of losing them for life.
4: The ‘About to
Churn’ Experience
kcom.com
When customers are frustrated, you
could be at risk of losing them for life.
The Enabler:
Make decisions based no...
kcom.com
5: The ‘Turning
into an Advocate’
Experience
kcom.com
Encourage your delighted customer to sing your praises to thousands.
5: The ‘Turning into an Advocate’ Experience
kcom.com
90% of respondents who recalled reading online
reviews claimed that positive online reviews
influenced buying dec...
kcom.com
Encourage your delighted customer to sing your praises to thousands.
The Enabler:
Provide sharing channels as wel...
kcom.com
And the
Bonus 6th
Enabler:
kcom.com
Look at the entire
customer journey.
Create a single view of
your customer across
all media, transactions
and int...
kcom.com
Improving customer satisfaction means engaging on multiple channels, to give your
customer the choices they expec...
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Improving Customer Satisfaction – The 5 Key Enablers

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Too often improving customer satisfaction means treating symptoms rather than causes. Get to the root of great customer satisfaction with these 5 key enablers.

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Improving Customer Satisfaction – The 5 Key Enablers

  1. 1. Improving customer satisfaction – the 5 key enablers kcom.com
  2. 2. What are the 5 enablers for improving customer satisfaction? kcom.com
  3. 3. kcom.com 1: The ‘Meet and Greet’ Experience
  4. 4. kcom.com When the customer contacts you for the first time, don’t bounce your prospect between different operators while you find out about them. 1: The ‘Meet and Greet’ Experience
  5. 5. kcom.com When the customer contacts you for the first time, don’t bounce your prospect between different operators while you find out about them. The Enabler: Make friends with your new customers. At First Direct, agents have freedom to do almost anything without passing off customers. 1: The ‘Meet and Greet’ Experience
  6. 6. kcom.com 2: The ‘I’ve Told You That Already’ Experience
  7. 7. kcom.com Having to repeat information – such as account numbers and contact details – can be a relationship killer. 2: The ‘I’ve Told You That Already’ Experience 89% of customers are frustrated at having to repeat their issue to multiple representatives (Accenture 2013 Global Consumer Pulse Survey).
  8. 8. The Enabler: Make your customer data work harder. More than 200 data elements – from recent purchases to friends’ reviews on GoodReads – go into improving customer satisfaction on every Amazon web page. kcom.com
  9. 9. kcom.com 3: The ‘Our Way – Or Else’ Experience
  10. 10. kcom.com Why funnel your valued customers into a single sales channel? 3: The ‘Our Way – Or Else’ Experience
  11. 11. 92%of organisations that view customer experience as a differentiator offer multiple contact channels. (Deloitte) kcom.com
  12. 12. kcom.com Why funnel your valued customers into a single sales channel? The Enabler: Be ready to interact with customers on any channel any time, from telephone to Twitter. 3: The ‘Our Way – Or Else’ Experience
  13. 13. kcom.com 4: The ‘About to Churn’ Experience
  14. 14. kcom.com When customers are frustrated, you could be at risk of losing them for life. 4: The ‘About to Churn’ Experience
  15. 15. kcom.com When customers are frustrated, you could be at risk of losing them for life. The Enabler: Make decisions based not on one interaction, but on your customer’s entire history with you. You can then offer the most appropriate response – a genuine apology; a fitting offer; a letter from the CEO – to improve customer satisfaction. Sky TV has an escalation process for switchers which brings them back in many cases. 4: The ‘About to Churn’ Experience
  16. 16. kcom.com 5: The ‘Turning into an Advocate’ Experience
  17. 17. kcom.com Encourage your delighted customer to sing your praises to thousands. 5: The ‘Turning into an Advocate’ Experience
  18. 18. kcom.com 90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions. (Dimensional Research)
  19. 19. kcom.com Encourage your delighted customer to sing your praises to thousands. The Enabler: Provide sharing channels as well as listening channels such as review sites. 5: The ‘Turning into an Advocate’ Experience
  20. 20. kcom.com And the Bonus 6th Enabler:
  21. 21. kcom.com Look at the entire customer journey. Create a single view of your customer across all media, transactions and interactions.
  22. 22. kcom.com Improving customer satisfaction means engaging on multiple channels, to give your customer the choices they expect. The next step in improving customer satisfaction is to connect the dots of your customer information, so you can build a better experience. The endgame of improving customer satisfaction is a complete view of your customer, across all media and channels. Takeaways: Find out how to keep your customers happy on their choice of channel. Download: Measuring Customer Satisfaction across Multiple Communication Channels Download the eGuide now

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