Customer Experience


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Customer Experience

  1. 1. Customer Experience
  2. 2. Even in a negative economy, customer experience isa high priority for consumers, with 60% often oralways paying more for a better experience.Source: Harris Interactive, Customer Experience Impact Report
  3. 3. Channels of Communication The more channels of communication that an organization offers, the more likely the customer can choose their preferred channel, inherently creating a better experience.
  4. 4. Channels of Communication In Person Mail E-Mail Online Chat Mobile Social Media
  5. 5. In-Person This is the most effective and powerful way to communicate because of the human ability to read body language.
  6. 6. Mail Used primarily when there is a lack of technology or when a signature is needed.
  7. 7. E-Mail E-mail is primarily a good way to communicate to send short messages, documents, photographs, music and videos.
  8. 8. Online Chat Good for simple questions and answers. Usually takes longer than other methods but sometimes more convenient for the customer.
  9. 9. Phone Phones are good to communicate fast when in person isn’t convenient. Mobile phones allow for customers interact on the go through apps.
  10. 10. Phone 38% of smartphone owners had used their phones to make a purchase of some kind. comScore
  11. 11. Sign UpAs the mobile adoption grows, companies will have toimprove their mobile experience.Streamlining the app and the experience including: •Simple functions and design • Easy to navigate •Intuitive for all level of users •Customer service supporting the mobile device •Feedback on the go
  12. 12. Social Media Social media ranges from tweets, videos, status updates, and comments about experiences . It provides a means for customers to communicate publicly.
  13. 13. Social Media 50% of consumers now use social media to communicate with companies – and if the companies don’t respond, the consequences can be serious. Liel Leibovitz
  14. 14. YES!Social media allows customers to be heard by many.
  15. 15. YES!Social media allows customers to be heard by many.Are you listening?
  16. 16. 81% of companies with strong capabilities andcompetencies for delivering customer experienceexcellence are outperforming their competitionSource: Peppers & Rogers Group, 2009 Customer Experience MaturityMonitor
  17. 17. Voice of the CustomerThe in-depth process of capturing a customers expectations, preferences and aversions. Wiki
  18. 18. Voice of the CustomerSuccessful VoC provides businesses with the feedback mechanism theyneed to continue to develop a better customer experience.
  19. 19. VoC Process Listen Interpret Voice of the Customer Monitor React
  20. 20. VoC Process1. Listen to what your customers are saying2. Interpret what they value3. React by engaging with the customer4. Monitor the outcome by repeating the process
  21. 21. Hierarchy of Customers Communication Expectations & Level of Satisfaction Level of Unsatisfied Satisfied EngagedSatisfaction • Minimum • Basic Needs • Offers Value Requirements Expectations Customers become engaged in when they see that the communication offers them value.
  22. 22. It takes 12 positive service experiences to makeup for one negative experienceSource: “Understanding Customers” by Ruby Newell-Legner
  23. 23. A Positive Customer Experience Customer Positive Word of Business Experience Mouth Growth Higher More Increased Satisfaction Loyalty Revenue
  24. 24. 86% of consumers quit doing business with acompany because of a bad customerexperience, up from 59% 4 years agoSource: Harris Interactive, Customer Experience Impact Report
  25. 25. CustomerExperience
  26. 26. CustomerExperience
  27. 27. 70% of customer experience management best in classadopters use customer feedback to make strategic decision.50% of industry-average organizations and 29% of laggardsdo.Source: Aberdeen Group, Customer Experience Management: Engaging LoyalCustomers to Evangelize Your Brand
  28. 28. Sources•••••••