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Customer experience mangment ppt

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Customer experience mangment ppt

  1. 1. Goal For the Business • To keep highly satisfied customers • Providing high level customer services
  2. 2. Because your customers don’t care what you know until they know that you care.
  3. 3. Customer Experience Dilemma Customer experience experienced by customers The customer experience is created by businesses
  4. 4. 70% 36% 34% Experiencing the Customer Experience To increase revenue To increase customer satisfaction To increase brand loyalty
  5. 5. BUSINESS LEADERS APPROACH • In business world three thins are most important: Customer Experience Brand Advocacy Customer loyalty
  6. 6. Business Leaders Approach To truly understand how businesses approach the customer experience, it is important to consider the perspective of those who directly focus on the business. i.e C-L executives. What C-level executives define as the ultimate customer experience objective will not only reveal the universality of the customer-centricity concept but also the mentality that trickles down throughout the organization.
  7. 7. Business Leaders Approach 29% C-L executives 21% C-L executives 8% C-L executives 4% C-L executives
  8. 8. Customer Experience: From design to Promise Whether a business chooses to recognize customer satisfaction, brand loyalty or revenue generation as its core customer experience Objective the recognition is only the first step. It then must determine how to create customer experience that achieves the desired goal.
  9. 9. “Your brand is a promise sets expectations for every interaction your customers have with your company,” explains IQ Services’ Mike Burke.”
  10. 10. Other Popular Promises • Other popular core promises include:  personalization/customizationPersonalization/ customization On human-to-human connections between brand Representatives and customers high-value Resolutions and efficiency
  11. 11. Managing the customer experience The individuals and departments responsible for influencing and overseeing the customer experience will directly—and significantly— affect the realization of that experience. The internal and external entities that partner with the core customer experience group also contribute immensely to the final experience. Its dangerous to charge a single deppt for executing a customer experience.
  12. 12. Delivering customer experience Knowing what is right for customers & valuable for the business is not as the same as offering those rights & creating value.
  13. 13. Delivering the customer experience Growth in customer satisfaction, loyalty and advocacy are closely aligned with customer experience outcomes. Customer satisfaction and service level rate high scores in customer experience metrics.
  14. 14. Customer experience element Accuracy ,quality of resolution, personal connection between agents and customers are the three strongest components of actual interaction.
  15. 15. Perfecting the customer experience
  16. 16. Connecting to customer Getting closer to customer,doing right by the customer,giving the customer what he wants.
  17. 17. Methods to acquire the voice of the customers • Survey 90.6% • Inbound / unsolicted 49.5% Feedback • Social 41.5% media • Changes in 22.6% purchasing
  18. 18. The transforming platform The research tells that companies need to expand rather than eliminate the number and types of communication channels they offer customers.
  19. 19. Scaling for success One minor shift in the scenario ____, will impact the nature of challenges facing the business
  20. 20. Technology as an answer Technology solutions represent tools for challenges and subsequently carrying out established customer experience objectives.

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