Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Forresters Best Practice Framework forCustomer ServiceKate Leggett, Senior AnalystOctober, 20111   © 2010 Forrester Resear...
Ninety percent of customer service                             decision-makers tell Forrester that a                      ...
Three questions comprise Forrester’s Customer    Experience Index      Source: January 11, 2011, “The Customer Experience ...
Few companies deliver an outstanding customer    experience4    © 2010 Forrester Research, Inc. Reproduction Prohibited   ...
There is a wide variability between high and lowperformers5   © 2010 Forrester Research, Inc. Reproduction Prohibited
The difference between high and low performancecan be worth billions of dollars    Source: November 19, 2010, “The Busines...
The customer service leader must balance the needs    of his customers with the needs of his business                     ...
Negative opinions can spread rapidly through social    media8    © 2010 Forrester Research, Inc. Reproduction Prohibited  ...
The customer service leader must balance the needs    of his customers with the needs of his business                     ...
But what is it that customers want?     Source: August 2, 2011, “Turbocharge Customer Service Processes With Social Techno...
What are companies doing to deliver                                   better service?11   © 2010 Forrester Research, Inc. ...
One solution is to move customer service to less expensive communication channels     Source: December 18, 2009, “It’s Tim...
Another solution is to focus on communication channels that customers want to use     Source: May 10, 2010, “How To Create...
Issue 1: Knowledge is everywhere                    Email14   © 2011 Forrester Research, Inc. Reproduction Prohibited
Issue 2: Companies are offering more customer touchpoints than ever before15   © 2011 Forrester Research, Inc. Reproductio...
Issue 3: Multichannel integration remains low on the     priority list for most companies      Source: May 14, 2010, “Cont...
Issue 4: The volume of social inquiries and comments is overwhelming17   © 2011 Forrester Research, Inc. Reproduction Proh...
What is the No. 1 pitfall that you have experienced while   customer service? Lack of executive sponsorship Functionalit...
Start with your strategy      Ask yourself: “What is your strategy to deliver      consistent customer service across all ...
How mature are your business processes?      Customer service business process management      focuses on agent and custom...
Ask yourself the following questions  What is your channel strategy?  Do you deliver a consistent experience across the ...
Do you have a consistent knowledge strategy across all touchpoints?22   © 2011 Forrester Research, Inc. Reproduction Prohi...
How mature are your phone, chat, email, and social     channels?23    © 2011 Forrester Research, Inc. Reproduction Prohibi...
Leverage technology wisely      Source: May 26, 2011, “Forrester’s Best Practices Framework For Customer Service” Forreste...
How well do you manage your people?The most overlooked category of business ismanaging your people.Are you paying attentio...
Offering excellent customer service is good for business26   © 2011 Forrester Research, Inc. Reproduction Prohibited
Case Study27   © 2011 Forrester Research, Inc. Reproduction Prohibited
Thank you                  Kate Leggett                  +1 650.269.8658                  kleggett@forrester.com          ...
Self-Assessment  Take the online assessment to see how your organization compares against   Forrester’s best practices: w...
Upcoming SlideShare
Loading in …5
×

Forrester's Best Practices Framework for Customer Service

9,703 views

Published on

Forrester's Best Practices Framework for Customer Service - brought to you by Moxie Software

Published in: Technology, Business, Education
  • Be the first to comment

Forrester's Best Practices Framework for Customer Service

  1. 1. Forresters Best Practice Framework forCustomer ServiceKate Leggett, Senior AnalystOctober, 20111 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  2. 2. Ninety percent of customer service decision-makers tell Forrester that a good service experience is critical to their company’s success. Sixty-three percent think the importance of the customer service experience has risen.2 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  3. 3. Three questions comprise Forrester’s Customer Experience Index Source: January 11, 2011, “The Customer Experience Index, 2011” Forrester report3 © 2010 Forrester Research, Inc. Reproduction Prohibited
  4. 4. Few companies deliver an outstanding customer experience4 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  5. 5. There is a wide variability between high and lowperformers5 © 2010 Forrester Research, Inc. Reproduction Prohibited
  6. 6. The difference between high and low performancecan be worth billions of dollars Source: November 19, 2010, “The Business Impact Of Customer Experience, 2010” Forrester report6 © 2011 Forrester Research, Inc. Reproduction Prohibited
  7. 7. The customer service leader must balance the needs of his customers with the needs of his business Cost Cost Revenue Customer Compliance Regulatory satisfaction compliance Customer Business7 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  8. 8. Negative opinions can spread rapidly through social media8 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  9. 9. The customer service leader must balance the needs of his customers with the needs of his business Cost Cost Revenue Customer Compliance Compliance satisfaction Customer Business9 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  10. 10. But what is it that customers want? Source: August 2, 2011, “Turbocharge Customer Service Processes With Social Technologies” Forrester report10 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  11. 11. What are companies doing to deliver better service?11 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  12. 12. One solution is to move customer service to less expensive communication channels Source: December 18, 2009, “It’s Time To Give Virtual Agents Another Look” Forrester report12 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  13. 13. Another solution is to focus on communication channels that customers want to use Source: May 10, 2010, “How To Create A Social Customer Service Strategy” Forrester report13 © 2010 Forrester Research, Inc. Reproduction Prohibited
  14. 14. Issue 1: Knowledge is everywhere Email14 © 2011 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Issue 2: Companies are offering more customer touchpoints than ever before15 © 2011 Forrester Research, Inc. Reproduction Prohibited
  16. 16. Issue 3: Multichannel integration remains low on the priority list for most companies Source: May 14, 2010, “Contact Center Purchase Plans 2010” Forrester report16 © 2011 Forrester Research, Inc. Reproduction Prohibited
  17. 17. Issue 4: The volume of social inquiries and comments is overwhelming17 © 2011 Forrester Research, Inc. Reproduction Prohibited
  18. 18. What is the No. 1 pitfall that you have experienced while customer service? Lack of executive sponsorship Functionality gaps in the customer service solution Lack of technical knowledge about the solution Poor governance and project management capabilities Poorly defined business processes Inability to integrate smoothly with other solutions Lack of metrics Difficulty in achieving necessary changes in organizational culture 18 © 2011 Forrester Research, Inc. Reproduction Prohibited
  19. 19. Start with your strategy Ask yourself: “What is your strategy to deliver consistent customer service across all the communication channels you use to interact with your customers? How does your strategy incorporate the voice of the customer?”19 © 2011 Forrester Research, Inc. Reproduction Prohibited
  20. 20. How mature are your business processes? Customer service business process management focuses on agent and customer functions, including case management, multichannel communications, and field service. How well do you do in supporting the right business processes to keep your customer service customer- centric?20 © 2011 Forrester Research, Inc. Reproduction Prohibited
  21. 21. Ask yourself the following questions  What is your channel strategy?  Do you deliver a consistent experience across the different communication channels that you support  How well do you process cases?21 © 2011 Forrester Research, Inc. Reproduction Prohibited
  22. 22. Do you have a consistent knowledge strategy across all touchpoints?22 © 2011 Forrester Research, Inc. Reproduction Prohibited
  23. 23. How mature are your phone, chat, email, and social channels?23 © 2011 Forrester Research, Inc. Reproduction Prohibited
  24. 24. Leverage technology wisely Source: May 26, 2011, “Forrester’s Best Practices Framework For Customer Service” Forrester report24 © 2011 Forrester Research, Inc. Reproduction Prohibited
  25. 25. How well do you manage your people?The most overlooked category of business ismanaging your people.Are you paying attention to . . . Your culture? Your leadership practices? Your collaboration methods? Your training programs? Your performance measures and approaches?25 © 2011 Forrester Research, Inc. Reproduction Prohibited
  26. 26. Offering excellent customer service is good for business26 © 2011 Forrester Research, Inc. Reproduction Prohibited
  27. 27. Case Study27 © 2011 Forrester Research, Inc. Reproduction Prohibited
  28. 28. Thank you Kate Leggett +1 650.269.8658 kleggett@forrester.com Twitter: @kateleggett www.forrester.com © 2009 Forrester Research, Inc. Reproduction Prohibited
  29. 29. Self-Assessment  Take the online assessment to see how your organization compares against Forrester’s best practices: www.moxiesoft.com/assessment  Contact Moxie: – info@moxiesoft.com – North America: 1.800.474.1149 – Europe: +44 (0)870 904 112229 © 2011 Forrester Research, Inc. Reproduction Prohibited

×