6 lessen om een betere Customer Experience te realiseren.

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Een impressie van de belangrijkste inzichten uit het CC DNA onderzoek 2012. Onderzoek waarbij klanten zelf bepalen wat het meest klantgerichte bedrijf van NL is.

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6 lessen om een betere Customer Experience te realiseren.

  1. 1. Welcome to theCustomer Centric DNA Awards 2012 #CCDNA Customer Centric DNA Awards 2012 #CCDNA 1
  2. 2. The six dimensions of Customer Centric DNATrust as a basic condition Recommendation  Long term trust  Advocacy  Partner you can count on  Loyalty  Hygiene factor  Long term relationshipConsistent in service Smooth and innovative  Cross channel Processes  Cross lifecycle  Accessibility  Equal Service & Support  User friendliness  First time rightWebcare performance Excellent employee  Social media behavior  Pro active complaints care  Commitment  Response time  Responsibility  Keep promises Customer Centric DNA Awards 2012 #CCDNA 2
  3. 3. 6 LessonsCustomer Centric DNA Awards 2012 #CCDNA 3
  4. 4. Lesson 1« “Getting the basics right” » Customer Centric DNA Awards 2012 #CCDNA 4
  5. 5. Lesson 1 Max. score winnerswinners average average Employee Process Customer Centric DNA Awards 2012 #CCDNA 5
  6. 6. Lesson 2« Market leaders can loose their position » by losing trust Customer Centric DNA Awards 2012 #CCDNA 6
  7. 7. Lesson 2« Challengers can win by gaining trust » Customer Centric DNA Awards 2012 #CCDNA 7
  8. 8. Lesson 3« There is still a lot to win with webcare » Customer Centric DNA Awards 2012 #CCDNA 8
  9. 9. Lesson 3 Reaction No reaction +WRONG RIGHT = Right solution Very low NPS + Hostmanship = Very high NPS 66% 5% Customer Centric DNA Awards 2012 #CCDNA 9
  10. 10. Lesson 4 Don’t treat Facebook« as a channel, but as a platform to talk to your » brand ambassadors Customer Centric DNA Awards 2012 #CCDNA 10
  11. 11. Lesson 4 Max. score on interaction Top 10 Bottom 10Dutch Facebookpages Dutch Facebookpages Customer Centric DNA Awards 2012 #CCDNA 11
  12. 12. Lesson 5 Customers perceive«online companies to be more customer centric » than offline companies Customer Centric DNA Awards 2012 #CCDNA 12
  13. 13. Lesson 58075 7% 5 0 Trust score CCDNA score Trust score CCDNA score Online Retail Offline Retail Source: TNS / BearingPoint, 2012 Customer Centric DNA Awards 2012 #CCDNA 13
  14. 14. Lesson 5 Max. evaluation Shop OnlineCustomer Centric DNA Awards 2012 #CCDNA 14
  15. 15. Lesson 6« In the future, the virtual employee will win it from the real employee » Customer Centric DNA Awards 2012 #CCDNA 15
  16. 16. Lesson 6 Preference orientation and information Experience orientation and information phase phase 2% 1020% 9 8 7 Real employee 6 Virtual employee 53% 4 No preference 3 2 Dont know 1 0 75% Virtual Employee Real Employee Source: TNS / BearingPoint, 2012 Customer Centric DNA Awards 2012 #CCDNA 16

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