The document discusses the importance of customer-centricity and self-service options. It notes that 89% of customers want transparency in sales processes, 70% prefer always-available communication channels, and 40% prefer self-service over human contact. The top 5 sectors for online purchases are also listed. The presentation emphasizes providing track and trace updates, access to knowledge and information, and enabling simple transactions to improve customer service and satisfaction while increasing business productivity.

1. Join the conversation #ontour15
Customer-Centricity
Tom Litchfield

2. Join the conversation #ontour15

3. Join the conversation #ontour15
Product Person

4. Join the conversation #ontour15
Why is it important?

5. Join the conversation #ontour15
89% wants complete transparency
about the steps in the (sales) process*
*Source: “When Digital Becomes Human”, Steven van Bellghem, 2013. Based on 2750 consumers.

6. Join the conversation #ontour15
70% wants communication channels that are
always available (self-service applications)

7. Join the conversation #ontour15
40% prefers self-service
over human contact when
contacting companies

8. Join the conversation #ontour15

9. Join the conversation #ontour15

10. Join the conversation #ontour15

11. Join the conversation #ontour15

12. Join the conversation #ontour15
Top 5 Sectors – largest online share 2014
43,3%
59,9%
63%
73,4%
82,5%
Media and entertainment
Package tours
Insurances
Individual plane tickets and accommodation
Tickets for attractions and events
Online Offline
Source: thuiswinkel.org

13. Join the conversation #ontour15
Percentage of Service Delivered

14. Join the conversation #ontour15
Percentage of Service Delivered

15. Join the conversation #ontour15
Forms of Self-Service

16. Join the conversation #ontour15
The world today

17. Join the conversation #ontour15
Service management
Do we change along with demand?

18. Join the conversation #ontour15
· Track and trace
· Knowledge and information
· Simple Operations

19. Join the conversation #ontour15
Track and trace

20. Join the conversation #ontour15

21. Join the conversation #ontour15
· Track and trace
· Knowledge and information
· Simple actions

22. Join the conversation #ontour15

23. Join the conversation #ontour15

24. Join the conversation #ontour15
· Track and trace
· Knowledge and information
· Simple actions

25. Join the conversation #ontour15
Reservations Management

26. Join the conversation #ontour15
Reservations Management

27. Join the conversation #ontour15

28. Join the conversation #ontour15

29. Join the conversation #ontour15

30. Join the conversation #ontour15

31. Join the conversation #ontour15

32. Join the conversation #ontour15

33. Join the conversation #ontour15
In short…
· Track and trace
· Information
· Simple transactions

34. Join the conversation #ontour15
Are we doing the right things?

35. Join the conversation #ontour15
Ask!
Service
How?Result
Improve

36. Join the conversation #ontour15

37. Join the conversation #ontour15

38. Join the conversation #ontour15
Benefits

39. Join the conversation #ontour15
Summary:
· Customer focus
· Simple requests, information
· Increase productivity and customer satisfaction

40. Join the conversation #ontour15
Think Big, Start Small

41. Join the conversation #ontour15
Thank you for listening
Are there any questions?

42. Join the conversation #ontour15
View this presentation online on
www.slideshare.net/TOPdesk
Tom Litchfield
t.litchfield@topdesk.co.uk