Hoffman Cxc Experience Show

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Customer Experience Management Discussion Customer Experience Matrix Concepts

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  • Hoffman Cxc Experience Show

    1. 1. CLIENTxCLIENT Think Like a Customer! . <ul><li>Michael Hoffman 908.542.1134 </li></ul>
    2. 2. <ul><li>How do you get businesses to recognize the value of customer experience? How do you define customer experience? </li></ul><ul><li>How do you help businesses/your business create process and discipline around developing excellent customer experiences? </li></ul><ul><li>How do you make the right choices around customer experience design? How do you know you are doing the right thing? </li></ul><ul><li>Designing experiences that exceed expectations </li></ul><ul><li>Distinguish where the function of customer experience contributes to process-sales, communications, research </li></ul><ul><li>Distinguish key touch points of the design </li></ul><ul><li>Avoid common mistakes </li></ul><ul><li>Designing with specific motives, </li></ul><ul><li>And objectives that can easily be adapted and changed </li></ul>
    3. 3. How do you get businesses to recognize the value of customer experience? <ul><li>Company X is going to grow sales 20% </li></ul><ul><li>Product launch goal 3,000 units </li></ul><ul><li>Company X is going to reduce expense by 15% and grow sales 17% </li></ul><ul><li>Spring campaign $125 ROA (Return on advertising dollar) </li></ul><ul><li>Net promoter score of X </li></ul><ul><li>Retention rate 85% goal </li></ul><ul><li>Call time reduction 8 seconds </li></ul><ul><li>Reduce disconnect rate 6% </li></ul>
    4. 4. CUSTOMER EXPERIENCE
    5. 5. VISUALIZE Customers Influencers Partners Community Suspects Buyers Customers
    6. 6. VISUALIZE ORGANIZE Repair Dispose Selection Support Use Purchase Awareness Customer Experience (Process)
    7. 7. VISUALIZE ORGANIZE Mail Gross Purchases Net Purchases 7,308,276 24,170 117,637 428,293 36,568 12,398 4 2 3 1 Delivered/ Opened Respond Returns VISUALIZE ORGANIZE MONETIZE Repair Dispose Selection Support Use Purchase Awareness Customer Experience (Process)
    8. 8. ROI Calculator This is the first year return expected with $400,000 investment. $10.3M three year return $2,650,178.15 First Year Benefit -1.000% 4. Reduce Withdrawal Rate 1.000% 3. Grow Enrollment Rate 1.000% 2. Grow Attended Rate 0.000% 1. Grow Response Rate
    9. 9. We are Measuring Customer Experience! How Do You Measure Expectations? Customer Interactions Hard Measures Soft Measures Net Promoter Surveys Brand Awareness
    10. 10. Customer Experience Matrix TM: VISUALIZE ORGANIZE MONETIZE OPTIMIZE 7,308,276 24,170 117,637 428,293 36,568 12,398 Community Outdoor Affiliate 3 rd Pty web Wholesaler Partner Direct Mail Email Web Call Center Field Sales Events Retail Branch Support Return Identification Use Purchase Selection Awareness Customer Process ? 7.3M ? ? ? Channel
    11. 11. Customer Experience Matrix TM: VISUALIZE ORGANIZE MONETIZE OPTIMIZE 7,308,276 24,170 117,637 428,293 36,568 12,398 Community Outdoor Affiliate 3 rd Pty web Wholesaler Partner Direct Mail Email Web Call Center Field Sales Events Retail Branch Support Return Identification Use Purchase Selection Awareness Customer Process ? 7.3M ? ? ? Channel
    12. 12. Send e-Mail – It’s free!!!!
    13. 13. <head> <title></title> </head> <body> <!-- start OPTIMIZER / EMAIL SEC ANCHOR --> <table width=&quot;604&quot; cellspacing=&quot;0&quot; cellpadding=&quot;0&quot; border=&quot;0&quot; bgcolor=&quot;#FFFFFF&quot;> <tr> <td style=&quot;font-family:verdana;sans-serif; color:#000000; font-size:10px;&quot;>If you are having trouble viewing this message, please <a href=&quot;http://email.chase.com/W0RH01B50E5095220E2E02895DE970&quot; style=&quot;color:#1978BE;&quot;>click here</a>.&nbsp; <a href=&quot;#email_security&quot; style=&quot;color:#1978BE;&quot;>E-mail Security Information</a>.<br><br></td> </tr> </table> <!-- end OPTIMIZER / EMAIL SEC ANCHOR --> <!-- start LOGOS --> <table width=&quot;604&quot; border=&quot;0&quot; cellspacing=&quot;0&quot; cellpadding=&quot;0&quot; bgcolor=&quot;#FFFFFF&quot;> <tr> <td align=&quot;left&quot; valign=&quot;middle&quot;><img border=&quot;0&quot; src=&quot;http://images.chase.com/creative/2008/chase/jun/hot70/logo.gif&quot; width=&quot;152&quot; height=&quot;38&quot; alt=&quot;Chase&quot;></td> <td align=&quot;right&quot; valign=&quot;middle&quot;><img border=&quot;0&quot; src=&quot;http://images.chase.com/creative/2008/chase/jun/hot70/email.gif&quot; width=&quot;197&quot; height=&quot;28&quot; alt=&quot;&quot;></td> </tr> </table> <!-- end LOGOS --> <!-- start REPLACEABLE HEADER --> <table width=&quot;604&quot; border=&quot;0&quot; cellspacing=&quot;0&quot; cellpadding=&quot;0&quot; bgcolor=&quot;#FFFFFF&quot;> <tr> <td> <a href=&quot;http://email.chase.com/W0RH01B50E6085220E2E02895DE970&quot;> <img border=&quot;0&quot; src=&quot;http://images.chase.com/creative/2008/chase/aug/hot75/hot_75_header.jpg&quot; width=&quot;604&quot; height=&quot;167&quot; alt=&quot;Looking to pay for college? Using your home's equity may be a smart move.&quot; title=&quot;Looking to pay for college? Using your home's equity may be a smart move.&quot;></a></td> </tr> </table> <!-- end REPLACEABLE HEADER -->
    14. 14. Simple Customer Flow Across Campaign
    15. 15. Sample Analysis - Drilldown
    16. 16. The Customer Experience Matrix(TM) One-On-One 11. Use 12. Care & Support Community 3 rd Party Location Digital Geography 14. Community 13. Repair 10.$ Collection 9. Acceptance 8. Delivery 7. Logistics 6. Contract 5. Negotiation 4. Selection 3. Identification 2. Information 1. Awareness
    17. 17. Customer Experience Matrix™ + Triggers + Enabling Technology <ul><li>Differentiated service at every point of contact </li></ul><ul><li>Reduced cost through call diversion and improved responsiveness </li></ul><ul><li>Increased revenue through more selling opportunities and better targeting </li></ul><ul><li>Increase retention of best customers </li></ul><ul><li>Create additional revenue opportunities through customization </li></ul><ul><li>Better 3 rd party relationships </li></ul><ul><li>Higher Acquisition hit rates </li></ul><ul><li>Higher yield per customer </li></ul>

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