The document discusses customer journeys and how to improve them. It defines a customer journey as a visual representation of the emotions a customer experiences during interactions. It provides an example journey for purchasing a water cooler and experiencing issues. The key aspects of a customer journey are identified as personas, touchpoints, and emotions/scores. Three factors for improving journeys are discussed: giving customers control, effective communication, and creating a self-sustaining support ecosystem to reduce waiting and increase independence.
How Surveypal Uses Talkdesk to Increase Customer LoyaltyTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Superior customer experience is the name of the game for Surveypal. Through attractive, cross-device surveys, Surveypal helps companies pull critical insight into the customer journey to create better experiences.
Learn how Talkdesk helped Surveypal:
- Connect to customers with real-time, personalized conversations
- Integrate Salesforce and Zendesk to provide excellent service
- Create a global call center in minutes
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
5 Steps for Handling an Angry Caller in the Call CenterTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Empower your call center agents to handle angry callers successfully and increase customer service quality with these tips.
www.talkdesk.com
Get more insight in the customer journey and why excellent service management is essential to every organization. Alexander Janssens has been working in the TOPdesk Belgium consultancy department since 2008. In 2014 he became head of Consultancy. Alexander had a lot of experience helping organizations optimizing their processes in Belgium as well as international and likes to participate in the inspiring and supporting foreign TOPdesk offices.
Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience . In this PPT we will see some of the do's and don'ts of live chat support.
An introduction to customer service metrics. The presentation covers what to track and why, what customer service metrics are relevant to the bottom line and other groups in various organizations, benchmark information, statistical best practices, as well as examples from Zappos, Bonobos, and Buffer.
Presentation to managers of Lake District Estates holiday parks, on better sales processes, techniques and tips. 10th June 2014. Contents include sales definitons, qualification skills, closing techniques and follow ups.
How Surveypal Uses Talkdesk to Increase Customer LoyaltyTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Superior customer experience is the name of the game for Surveypal. Through attractive, cross-device surveys, Surveypal helps companies pull critical insight into the customer journey to create better experiences.
Learn how Talkdesk helped Surveypal:
- Connect to customers with real-time, personalized conversations
- Integrate Salesforce and Zendesk to provide excellent service
- Create a global call center in minutes
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
5 Steps for Handling an Angry Caller in the Call CenterTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Empower your call center agents to handle angry callers successfully and increase customer service quality with these tips.
www.talkdesk.com
Get more insight in the customer journey and why excellent service management is essential to every organization. Alexander Janssens has been working in the TOPdesk Belgium consultancy department since 2008. In 2014 he became head of Consultancy. Alexander had a lot of experience helping organizations optimizing their processes in Belgium as well as international and likes to participate in the inspiring and supporting foreign TOPdesk offices.
Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience . In this PPT we will see some of the do's and don'ts of live chat support.
An introduction to customer service metrics. The presentation covers what to track and why, what customer service metrics are relevant to the bottom line and other groups in various organizations, benchmark information, statistical best practices, as well as examples from Zappos, Bonobos, and Buffer.
Presentation to managers of Lake District Estates holiday parks, on better sales processes, techniques and tips. 10th June 2014. Contents include sales definitons, qualification skills, closing techniques and follow ups.
6 Customer Experience Insights from Opentalk 2016TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out what customer-centric business leaders from Salesforce, Influitive, Gainsight, Zuora, Slack and more had to say at Opentalk 2016, by Talkdesk.
https://www.talkdesk.com/opentalk
How to Design a Great Customer Experience with Kerry BodineTalkdeskInc
https://www.talkdesk.com/resources/webinars/
What new ways of thinking and working will help you intentionally create great customer experiences?
Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience.
Register to learn:
- Why CX is a strategic imperative for leading companies.
- How to visualize customer pain points throughout the customer journey.
- Ways to intentionally create great customer experiences.
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
9 Professional Phone Greetings for Your BusinessTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your business putting its best foot forward? Here are 9 professional phone greetings and voicemail to use to be more clear, concise and professional when communication with your customers.
Best used for customer service and customer support teams.
Customer Experience - Engineering moments of truth in a bank branch IQBusiness_CEM
The banking branch of the future needs to pay attention to the client interactions. This presentation provides a method for assessing and improving those 'Moments of Truth'
How to Combine Live Chat with Phone SupportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Originally from our webinar with Pascal from Userlike, check out this deck to learn tips and tricks for combining and boosting your live chat and phone support. In the deck you’ll learn:
- Tips for leveraging these support channels more effectively.
- Ways in which these two channels differ and their use cases.
- How to integrate live chat and phone support in the most optimal way.
Watch the webinar here: https://www.talkdesk.com/resources/webinars/improving-live-chat-phone-support
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
How we built stuff nobody asked for – Cindy Chang, IntercomJAM London
What do you do when you’ve heard the same feature requests from customers time and time again? Do you just build the darned thing to appease them? In these situations, we’re all probably trained to deeply understand the user’s problem first. But just how far should we go down this rabbit hole, and what good does it actually do? What results does it yield?
In this talk, Cindy will explain how her team designed and built key features in Intercom’s Respond product that began as simple customer requests yet ended up far beyond their origins.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
How to Create Raving Customers that Grow Your BusinessPodium
The foundation of any successful business is built on delivering good customer service, and for many that service begins on the phone. If customers can’t get ahold of you or have a bad experience on the phone, odds are that they won’t do business with you. Conversely, businesses that have emphasized quality phone service are building long-lasting relationships and creating happy customers willing to shout about them from the rooftops.
These slides cover what you need to do to deliver quality customer service over the phone and how to convert that good customer service into online reviews on sites like Google, Facebook, and more.
Why your service management fails -SEE Hungary 2017TOPdesk
Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement?
Benno Richters
SEE Hungary 2017
6 Customer Experience Insights from Opentalk 2016TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out what customer-centric business leaders from Salesforce, Influitive, Gainsight, Zuora, Slack and more had to say at Opentalk 2016, by Talkdesk.
https://www.talkdesk.com/opentalk
How to Design a Great Customer Experience with Kerry BodineTalkdeskInc
https://www.talkdesk.com/resources/webinars/
What new ways of thinking and working will help you intentionally create great customer experiences?
Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience.
Register to learn:
- Why CX is a strategic imperative for leading companies.
- How to visualize customer pain points throughout the customer journey.
- Ways to intentionally create great customer experiences.
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
9 Professional Phone Greetings for Your BusinessTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your business putting its best foot forward? Here are 9 professional phone greetings and voicemail to use to be more clear, concise and professional when communication with your customers.
Best used for customer service and customer support teams.
Customer Experience - Engineering moments of truth in a bank branch IQBusiness_CEM
The banking branch of the future needs to pay attention to the client interactions. This presentation provides a method for assessing and improving those 'Moments of Truth'
How to Combine Live Chat with Phone SupportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Originally from our webinar with Pascal from Userlike, check out this deck to learn tips and tricks for combining and boosting your live chat and phone support. In the deck you’ll learn:
- Tips for leveraging these support channels more effectively.
- Ways in which these two channels differ and their use cases.
- How to integrate live chat and phone support in the most optimal way.
Watch the webinar here: https://www.talkdesk.com/resources/webinars/improving-live-chat-phone-support
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
How we built stuff nobody asked for – Cindy Chang, IntercomJAM London
What do you do when you’ve heard the same feature requests from customers time and time again? Do you just build the darned thing to appease them? In these situations, we’re all probably trained to deeply understand the user’s problem first. But just how far should we go down this rabbit hole, and what good does it actually do? What results does it yield?
In this talk, Cindy will explain how her team designed and built key features in Intercom’s Respond product that began as simple customer requests yet ended up far beyond their origins.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
How to Create Raving Customers that Grow Your BusinessPodium
The foundation of any successful business is built on delivering good customer service, and for many that service begins on the phone. If customers can’t get ahold of you or have a bad experience on the phone, odds are that they won’t do business with you. Conversely, businesses that have emphasized quality phone service are building long-lasting relationships and creating happy customers willing to shout about them from the rooftops.
These slides cover what you need to do to deliver quality customer service over the phone and how to convert that good customer service into online reviews on sites like Google, Facebook, and more.
Why your service management fails -SEE Hungary 2017TOPdesk
Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement?
Benno Richters
SEE Hungary 2017
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
In a recession customer retention is even more vital than usual. Companies are clamouring to increase revenue and save costs, but how can this be done?
Colin Shaw, International bestselling author and customer experience guru, will demonstrate how you can focus on the areas of a customer experience that provide the greatest value and thus enables organisations to use their resources to the greatest effect. Colin will also introduce the new area of the 'subconscious experience' that drives customer behaviour and how the understanding of this experience can save costs. In one case study of an Insurance company, they reduced the call backs to their call centre from 75% to 6% in three weeks using this new thinking.
During this presentation you'll learn:
:: How to improve customer retention
:: How to focus on the parts of the customer experience that drive the most value
:: How to build an emotionally engaging customer experience
:: The new area of the subconscious experience
:: How to cut costs through this new thinking
Shared Service Management: Ny medarbejder ombord - TOPdesk on Tour Denmark 2019TOPdesk
Gør hverdagen nemmere med én fælles platform for alle serviceafdelinger - det gør kommunikationen langt mere ligetil og håndteringen af dine services nemmere. Du skal indse at samarbejde på tværs af afdelingerne, bliver nemmere med samme værktøj. IT, FM og HR skal udarbejde en fælles proces med opgaver samt en procesmodel for en ny medarbejder.
The secret ingredients to a great service culture - TOPdesk on Tour Denmark 2019TOPdesk
How to deliver great services? The answer used to be “get the right tools and processes in place”. Now ITSM’s focus is shifting towards customer satisfaction; having the right staff is more important than ever. But how do you find and retain the best service employees? And how do you help them excel? In this talk, Ron explains how they built a great company culture at TOPdesk: The company that received multiple best employer awards and scores a 4,8 out 5 on Glassdoor.
Tips & tricks - TOPdesk on Tour Denmark 2019TOPdesk
Vores tips & tricks session er tilbage. Anders vil fortælle og vise dig en række nyttige tips og tricks, som kan være med til at optimere din arbejdsdag og hjælpe dig med at få mest muligt ud af din TOPdesk-løsning.
Mature service management with A.I. - TOPdesk on Tour Denmark 2019TOPdesk
Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.
Kast det bare over hegnet! - TOPdesk on Tour Denmark 2019TOPdesk
Din servicedesk er nøglen mellem dine (interne) kunder og leverandører. Du spiller en stor rolle i kommunikationen mellem parterne, du løser sagerne og sikrer at service level agreements overholdes. Vi undersøger, på en legende måde, hvor vigtigt tydelige SLA’er og kommunikation er. Det er et godt udgangspunkt for at forbedre samarbejdet mellem dine kunder, leverandører og din servicedesk.
TOPdesk, TOPdesk, TOPdesk.. - TOPdesk on Tour Denmark 2019TOPdesk
Fra et lille loftrum til den dag i dag, at have 14 kontorer fordelt rundt på 11 lande – og salgspartnere i flere lande. Vi er i gang med at erobre verden. Mere end 750 ansatte, mere end 150 udviklere, mere end 45 årlige SaaS-releases og meget mere.
TOPdesk on Tour 2019: How-to 3: Service Automation met TOPdesk en Solution Pa...TOPdesk
Service Automation is de ultieme stap in Shift Left. Ontdek hoe je diensten in je selfserviceportal aan kunt bieden zodat je klant zelf zaken kan regelen, en je serviceafdeling er niet naar om hoeft te kijken. In de how to stel je zelf alles in in TOPdesk. Van Aanvraag via Action Sequence tot uitgevoerde Wijziging. Ook maak je kennis met aanvullende tools die de mogelijkheden vergroten.
Deze how-to is gegeven door Ard van Spelde tijdens TOPdesk on Tour 2019
Tijdens deze presentatie vertelde Renske van der Heide welke trends er momenteel zijn op het gebied van facility management en hoe je hier met TOPdesk op kan inspelen. Onderwerpen die o.a. aan bod komen zijn AI en Virtual Reality
Tijdens deze presentatie vertelde Sylvie en Michiel hoe je TOPdesk kan inzetten voor Burgerondersteuning. Deze presentatie is gegeven tijdens de kennisochtend voor Rijksoverheid op 29 mei 2019
TOPdesk on Tour 2019: Betrokken medewerkers, blije klantenTOPdesk
We weten steeds beter wat de effecten zijn van een hoge medewerkersbetrokkenheid. Niet alleen zijn de medewerkers gezonder en gelukkiger, ze zijn ook productiever, flexibeler en klantgerichter. Onze klanten voelen dit. Een hoge score op Glassdoor valt niet voor niets vaak samen met een hoge score bij Gartner en TrustRadius.
Medewerkers en managers spelen een belangrijke rol bij het vergroten van de medewerkersbetrokkenheid en plukken hier samen de vruchten van. Annemarie neemt je graag mee in de mooie wereld van betrokken, bevlogen medewerkers en laat zien hoe je hier stappen in kunt zetten, zowel voor jezelf als voor je medewerkers.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
28. Touch Points
Interview your customers
Each interation is a touch point
Describe what happens
Describe from the customer’s perspective
29. Touch Points
Call for help
We will need a visit from our supplier to resolve our cooler. I was only able
to find a general number to call them and even that took a long time to
find on their website. Hopefully they will be able to resolve this quickly, but
after half an hour on-hold I am starting to doubt they will.
Channels: Telephone, website
30. Emotions & Scores
The emtions felt by the customer
during the touch point
A score of their satisfaction with
that touch point
Plutchik’s wheel of Emotions
31. Touch Points
Call for help
We will need a visit from our supplier to resolve our cooler. I was only able to find a
general number to call them and even that took a long time to find on their
website. Hopefully they will be able to resolve this quickly, but after half an hour
on-hold I am starting to doubt they will.
Channels: Telephone, website
Score: 4/10
Emotion: Frustrated
35. Why is this important?
Happy customers are easier to help
Happy customers make happy service providers
36. What can you do to shift these emotions?
Unexpected occurence
Not being in control
Being dependent on others
Lack of information
Waiting, a lot of waiting
37. How can we fix this?
Three key factors
• Control
• Communication
• Selfsustaining ecosystem
39. How can you give Control?
Show what you have to offer
Availabilty of Information
Easy to understand structure, based on customer
needs
Less dependent
48. Selfsustaining ecosystem
Central location for knowledge
Published guides and solutions
Publish knowledge to customers and colleagues
Customer is more in control, independent
Information is readily available
Less waiting
51. Recap!
Service Design
What is a
customer
Journey?
Example
Make your
own
Improvements
Elements of customer journey:
• Persona’s
• Touch Points
• Emotions & Scores
Three key factors:
• Control
• Communication
• Selfsustaining ecosystem
53. Thank you for listening
h.price@topdesk.com
@TOPdesk hannahcprice
Editor's Notes
Lets see first if you are in the right place:
If you are a service provider focusing on your employees to improve your service quality, then this is for you. If you are willing to look at the outside in, to perceive how your customer actually experiences your service … then this is the webinar for you.
As opposed to … this is about taking a realistic, detailed examination of a perspective you might not have seen before.
To start Service Design.. Service design is essentially a design discipline that deals with the shaping of service that fits the wishes and needs of the intended customer.
This is all about the Service you provide, not so much the product you are delivering.
For example... You have two coffee shops – next to each other – sell the same coffee – for the same price
Service design – makes you choose for one coffee shop and not for the other..
You pick one over the other because.. You will be glad of the baristas – they surprise you with their coffee Arts – you will be faster – there are finer seating areas-you can pay
With easier Service Design the service is in fact directed.. It often plays a determining role in why one organization is successful and the other not..
Most listeners of this webinar working at IT, Facilities or HR and are concerned with the internal services – the services direction employees..
And now you might be thinking – why is this important for me as an internal service provider – I have no paying customer, no competition – I do not have to worry about loyalty.
Yet it is delivering great service towards employees of crucial and successful organizations know this.
Think of Coolblue.. <KLIK>
They know they could be distinguished in the service by the Customer Experience you want to deliver – central – They will do anything for a smile <KLIK>
It is the optimum behavior of the employees derived – after all, they are the one that the desired customer experience trying to deliver – they know so very well what it takes for a smile
<KLIK>and for this these employees to facilitate excellent in their work is a good working climate from crucial importance i.
You can think of Service Design as a toolbox full of tools/methods that can help to improve the customer experience around a particular service
Stakeholder maps Persona; s Customer Journey Maps Business Origami Service Blueprints And many others .... Today we look at customer Journey Mapping
Service Design is also a theme in ITIL
ITIL focuses on inside out, process driven
Here we are focusing on outside in, customer driven.
This is not the journey from their desk to your office.
We will need a visit from our supplier to resolve our cooler.
I was only able to find a general number to call them and even that took a long time to find on their website.
Hopefully they will be able to resolve this quickly, but after half an hour on-hold I am starting to doubt they will.
You make a customer journey to experience what your customers are going through. It is therefore important that you know who your customers are and what they consider important.
For this you make a persona: a fictional person that serves as a “typical behaviours” for your customer.
This fictional person wants to make you as lifelike as possible. You give him or her a name, job, hobbies, ambitions and frustrations. This helps you better assess how you can best help this customer.
If your customer group is very diverse, then you do not have enough of one persona and you have to make several.
But one persona is a good start. There are other types of working at a Library than at an insurance company or a production company.
Important to do. Helps enormously in making choices in reding your services. Is this something that makes John happy? Again, the persona can also be used for journeys in the future
Interview: Now it is time for the research with regard to your chosen journey. Find a number of customers who meet your persona and have recently undergone the journey and ask them for an in-depth interview.
Find out what goals they wanted to achieve during their customer journey and what their expectations were. Then you ask how his entire job went: what interaction moments were there? Which communication channels did he use for this and why? How did he find that interaction? Make sure you also describe the relevant matters that take place before and after the actual delivery - It is questionable whether the start of the new employee's employment starts on the first working day. And finally, you also connect all touchpoints to the emotion that a customer felt at that moment.
After all, a customer journey is about customer perception and that is accompanied by emotion. A useful model is .. The intensity of a certain emotion becomes stronger as you look at the middle of the model.