This document discusses planning for customer experience and satisfaction. It defines customer experience and satisfaction, outlines where customer experiences occur, and explains why customer experience is important. It also discusses how contact centers can impact customer experience through factors like speed of access, quality of interactions, and supporting the overall experience designed by the company. The document provides a process for designing a customer roadmap that involves understanding the current experience, identifying gaps, and implementing and measuring improvements.
A Quick-Results Method for Moving Up the S-Curve and Improving Customer Service.
Widely proven: Fast, Effective and Affordable (under $10K)
Identifies customer touchpoints or Mopment Of Truth (MOT)
Brings Customer Focus to each MOT.
Improves the customer experience to help bolster loyalty and profits.
Description of the S-Curve.
How do I do the workshop? Methodology and Deliverables.
Link to quick self assessment of your service, plotted on the S-Curve.
Also visit www.CustomerExperienceWorkshop.net
inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]Antony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba, in Australia, on the 9th May 2019. The recording is available here: https://youtu.be/UvfxepGMoPw
While customer journey maps are interesting and offer a view of what business anticipates, they’re conceptual at best. Real customer journeys can only be built by data (the things customers really do), and today’s business needs approaches to influencing the very journeys being discovered. This is Customer Journey Orchestration.
IMAGINE YOU COULD ANTICIPATE & FIX THE CUSTOMER JOURNEYS OF TOMORROW, SYSTEMATICALLY.
Identifying today’s customers that are in distress is important, because we want to intervene and reinvent their experiences. Equally important is the ability to anticipate customers who will be in trouble tomorrow, and intervene proactively. It’s systematised service recovery, and ultimately customer retention.
Customer Journey Management, and specifically Customer Journey Orchestration, introduces break-through thinking and techniques for intervening and nudging in a way that keeps and grows customers.
Our speakers answered the following questions:
• How do you discover and visualize the real customers' journeys as they navigate your products and channels?
• How do you intervene and correct poor customer experiences?
• How do you anticipate customer churn, in real time?
• How do you anticipate tomorrow’s poor experiences and nudge customers proactively?
• How do you do all this at scale?
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head of Product, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in Australia, on the 20th November 2019. The recording is available here: https://youtu.be/3QuHtNoN2Rk
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
A Quick-Results Method for Moving Up the S-Curve and Improving Customer Service.
Widely proven: Fast, Effective and Affordable (under $10K)
Identifies customer touchpoints or Mopment Of Truth (MOT)
Brings Customer Focus to each MOT.
Improves the customer experience to help bolster loyalty and profits.
Description of the S-Curve.
How do I do the workshop? Methodology and Deliverables.
Link to quick self assessment of your service, plotted on the S-Curve.
Also visit www.CustomerExperienceWorkshop.net
inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]Antony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba, in Australia, on the 9th May 2019. The recording is available here: https://youtu.be/UvfxepGMoPw
While customer journey maps are interesting and offer a view of what business anticipates, they’re conceptual at best. Real customer journeys can only be built by data (the things customers really do), and today’s business needs approaches to influencing the very journeys being discovered. This is Customer Journey Orchestration.
IMAGINE YOU COULD ANTICIPATE & FIX THE CUSTOMER JOURNEYS OF TOMORROW, SYSTEMATICALLY.
Identifying today’s customers that are in distress is important, because we want to intervene and reinvent their experiences. Equally important is the ability to anticipate customers who will be in trouble tomorrow, and intervene proactively. It’s systematised service recovery, and ultimately customer retention.
Customer Journey Management, and specifically Customer Journey Orchestration, introduces break-through thinking and techniques for intervening and nudging in a way that keeps and grows customers.
Our speakers answered the following questions:
• How do you discover and visualize the real customers' journeys as they navigate your products and channels?
• How do you intervene and correct poor customer experiences?
• How do you anticipate customer churn, in real time?
• How do you anticipate tomorrow’s poor experiences and nudge customers proactively?
• How do you do all this at scale?
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head of Product, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in Australia, on the 20th November 2019. The recording is available here: https://youtu.be/3QuHtNoN2Rk
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-journey-mapping-125750199
Customer experience journey mapping: 6 missing practices for CX ROI, 3 keys to customer experience excellence.
See more at https://ClearAction.com
Cx Pilots Ikigai- How To Hack Employee Engagement CX Pilots
We use an ancient Japanese method to help companies engage their employees in their work. This workshop template help companies by aligning their employees passion and capabilities with their vocation and what the world needs most from them. It includes an instructional method to collectivize staff ambition.
A service excellence model going beyond smile on-the-telephone customer service tricks and ITIL best practice to provide a generic high-level model that is applicable across any industry or service.
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
In Q1 2017, our Advisory Board member Peter Ryan surveyed 300 in-house contact center executives from around the world on various themes that impact their operations on a regular basis. The results were collected and shared to an exclusive audience of global contact center professionals via a highly successful, invitation-only webinar.
We are happy to share an excerpt of highlights from the comprehensive report. These thought-provoking highlights feature a sampling of information that includes:
CRM budgets
CRM budget priorities
Agent attrition levels
Current pressure points
Data and analytics usage
Delivery point assessment
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
How to profit from customer experience - an introduction to LexdenChristopher Brooks
Lexden is a leading Independent Customer Strategy Consultancy.
We help clients unlock incremental profits by providing compelling value propositions and delivering enhanced customer experience when it matters. We create positive connections between our client’s brands, their employees and their customers.
We offer Customer Experience Strategy and Management, Customer Experience Profitability Modelling, Customer Value Propositions, Brand Experience Management and Employee Experience Management.
We cover a range of service sectors with a specialism in Financial Services.
Our clients engagements include Visa Europe, The Co-Operative Bank, Hiscox, More Th>n, Direct Line, Ageas, William Hill, Park Inn hotels and npower.
At Experis, we’ve built a reputation for providing results-driven solutions and experienced talent that help companies create competitive advantage. Combining our deep industry knowledge and an unmatched understanding of human potential, we custom tailor our services to fit your needs – from professional talent resourcing to complete project solutions.
Through our extensive networks and subject matter expertise, we are uniquely positioned to offer compelling propositions to solve the human capital challenges faced by our clients.
Please feel free to reach out for an insightful discussion on how we may be able to assist you.
Customer Reach Newsletter published by The Taylor Reach Group. Well regarded publication: over 10,000 subscribers, 54% of subscribers have implemented change in their contact center based on ideas and concepts they first read about in Customer Reach.
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-journey-mapping-125750199
Customer experience journey mapping: 6 missing practices for CX ROI, 3 keys to customer experience excellence.
See more at https://ClearAction.com
Cx Pilots Ikigai- How To Hack Employee Engagement CX Pilots
We use an ancient Japanese method to help companies engage their employees in their work. This workshop template help companies by aligning their employees passion and capabilities with their vocation and what the world needs most from them. It includes an instructional method to collectivize staff ambition.
A service excellence model going beyond smile on-the-telephone customer service tricks and ITIL best practice to provide a generic high-level model that is applicable across any industry or service.
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
In Q1 2017, our Advisory Board member Peter Ryan surveyed 300 in-house contact center executives from around the world on various themes that impact their operations on a regular basis. The results were collected and shared to an exclusive audience of global contact center professionals via a highly successful, invitation-only webinar.
We are happy to share an excerpt of highlights from the comprehensive report. These thought-provoking highlights feature a sampling of information that includes:
CRM budgets
CRM budget priorities
Agent attrition levels
Current pressure points
Data and analytics usage
Delivery point assessment
QuestionPro - Introduction to Customer Experience Part 2: Customer Journey Ma...QuestionPro
Did you know? Customer journey mapping drives improvements that yield the greatest financial return.
In Part Two of this Introduction to Customer Experience Management webinar series, you will learn about the second key element widely used in successful CX programs: customer journey mapping. Join us along with David Hicks, CEO of TribeCX, as we define customer journey mapping and discuss why it is critical to improving your customer experience.
You'll learn:
• How to chart each step of your customer experience
• How to highlight your moments of truth
• Customer mapping best practices
How to profit from customer experience - an introduction to LexdenChristopher Brooks
Lexden is a leading Independent Customer Strategy Consultancy.
We help clients unlock incremental profits by providing compelling value propositions and delivering enhanced customer experience when it matters. We create positive connections between our client’s brands, their employees and their customers.
We offer Customer Experience Strategy and Management, Customer Experience Profitability Modelling, Customer Value Propositions, Brand Experience Management and Employee Experience Management.
We cover a range of service sectors with a specialism in Financial Services.
Our clients engagements include Visa Europe, The Co-Operative Bank, Hiscox, More Th>n, Direct Line, Ageas, William Hill, Park Inn hotels and npower.
At Experis, we’ve built a reputation for providing results-driven solutions and experienced talent that help companies create competitive advantage. Combining our deep industry knowledge and an unmatched understanding of human potential, we custom tailor our services to fit your needs – from professional talent resourcing to complete project solutions.
Through our extensive networks and subject matter expertise, we are uniquely positioned to offer compelling propositions to solve the human capital challenges faced by our clients.
Please feel free to reach out for an insightful discussion on how we may be able to assist you.
Customer Reach Newsletter published by The Taylor Reach Group. Well regarded publication: over 10,000 subscribers, 54% of subscribers have implemented change in their contact center based on ideas and concepts they first read about in Customer Reach.
All call centers deliver a customer experience. It just may not be what is desired. Colin looks at how call center can identfy, and build a roadmap to deliver the desired Customer Experience in this popular presentation that has been given on three continents.
Presented by DeSantis Breindel and the authors of Woo, Wow, and Win, the award-winning book on service design.
A great B2B brand can woo clients, but only a great experience can wow them. And experience doesn’t happen by accident. Using service design, you can deliver experiences that maximize the value of your brand, accelerate growth, and win both repeat business and new clients. Watch this webinar to learn how to build the wow into every interaction with your clients.
#FIRMday Manchester 9th March: Sofology 'Turning candidates into brand advoca...Emma Mirrington
Alyson Fadil, Sofology will be looking at Turning Candidates into Brand Advocates Treating your candidates as you would your customers is ever more important. How do you ensure they get an experience that reflects your brand?
1. Know your Donors/Customers
2. Understand what your Donor (segments?) want from you
3. Build a 'Donor' journey
4. Integrate & Automate
5. Create your legacy
Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
Worker attrition in the contact center industry front line can be a costly and frustrating problem. The attractiveness of outside offers as well as management issues inside the organization can both contribute to difficulty in holding together a strong team. Fortunately, through a balanced and strategic approach, it is possible to create an environment that encourages better worker retention and positive results.
Do you need a call center or customer experience consultant?
If you Answer yes to any of these questions we should speak.
ctaylor@thetaylorreachgroup.com
Snapshotz is revolutionizing the way call and contact center operators are looking at their centers. Objective assessment, meaningful benchmarking, actionable results. Snapshotz is a planning tool, a management tool, a reporting and process improvement tool. Snapshotz is the one tool your call center can\'t be without.
Customer Reach<sup>®</sup> May 2009Colin Taylor
Demystifying Email management in your contact center. Costing Telecom costs in your contact center, case studies, research, white papers, news and views
Managing attrition and turnover in your call center/contact center can be a daunting task. Inter-related and interconnected activities, processes and procedures. This article surfaces the relationships and can help you address attrition management in your center.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
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Customer Experience Final
1. Copyright
TRG Inc.
"The Customer Roadmap, Customer
Experience and Customer Satisfaction-
Planning the Journey and Executing the Plan"
Colin Taylor, CEO
The Taylor Reach Group, Inc.
2. Copyright
TRG Inc.
29/10/2010
The Taylor Reach Group
• Call/Contact Center Consultancy,
• Offices Toronto, New York, Atlanta, Sydney,
• Contact Center assessment, design,
improvement and operational management,
• 27+ awards for excellence in contact center
operation,
• 14,000+ agent desktops operating under TRG
designed operational models globally,
3. Copyright
TRG Inc.
29/10/2010
Colin Taylor
• CEO Taylor Reach,
• 34 years in call/contact center
operations, design, sales and executive
management,
• More than 20 awards received on two
continents,
• Publisher of Customer Reach
newsletter with 11,000 + subscribers
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TRG Inc.
What is Your Customer Experience?
• Every company or organization delivers
a customer experience
• It may not be the experience we would
like to be delivering
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TRG Inc.
Definitions
• Quality Monitoring/Listening – individual
assessment of agent performance
against a set of criteria.
• Internal Quality – the roll up or
consolidation of Quality Monitoring
• Customer Satisfaction – What the
customer feels about their interaction
• Customer Experience - ...
10/29/2010
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TRG Inc.
Customer Experience Definitions
“The Experience of the customer when
buying or servicing the product or
service you have sold them”
“The designed interaction between a
customer and your organization”
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TRG Inc.
Where do we Provide this Experience?
Contact centers today handle more than just
calls: emails, chats, mail, SMS and social
media (Facebook, Twitter, LinkedIn etc.)
Contact centers are not the only Customer
Experience ‘touch-points’, other ‘touch-
points’ would include in store, direct mail,
advertising, email marketing, etc.
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TRG Inc.
Is Customer Experience Important?
According to Forresters;
• 90% of senior executives rated it as
“very important” or “critical’
• Only 11% said they were ‘very
disciplined’ in their approach to
Customer Experience
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TRG Inc.
But What Can We Do About It?
The call centre or contact center will not
define the customer experience
We can be held accountable to deliver the
customer experience however
We need to understand what is expected by
all parties to this process: Customers,
Company and the Call Center
We must understand where these
expectations are in conflict
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TRG Inc.
How can the Center Impact the Experience?
The center does control:
– Service Level (ASA/GOS/Abandon)
– Forecast Volume
– Staff Scheduled
– Quality of the interaction
Speed of Access
Ease of Access
• Informed,
• Professional,
• Accurate,
• Helpful,
• Effective.
• Efficient,
• Logical,
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TRG Inc.
Customers’ Progress
Marketing = Promise
Product = Delivery
A Customers’ Progress
The
Customer
Experience
Marketing sets the customers expectation
Management sets Policies and Procedures
Management sets Service Levels etc.
The call center is where these potentially apposing Points of View
meet
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TRG Inc.
Who Defines & Designs Customer
Experience?
• In most companies- Marketing and Senior Management
• Marketing controls and drives Brand and defines the
Customer Experience
• Customer Service and call center rarely included in the
process
• So how do we as call center executives impact the
Customer Experience?
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TRG Inc.
Measuring the Customer Experience
In order to measure the customer experience
measure it at each touch-point (calls, chats, in-
store, emails etc.)
This is difficult as most organizations:
– Do not have a defined customer experience statement
or definition
– Do not measure customer satisfaction (CSAT) or
customer experience at all, not at all touch-points
– Do not measure CSAT in the same way for all surveys
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TRG Inc.
The Customer Experience Today
Identify messages provided to customers and
prospects
– Mission Statement, Vision, Values
– Marketing messages, communications
Discuss with Marketing the Brand Attributes (words
or phrases that characterize the brand)
Build Bridges with Marketing too create better
communications. This will benefit the Customer
Experience and also forecasting campaign
volumes
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TRG Inc.
Mission, Vision, Values
Watch words that convey expectations;
• World Class Customer Service (or similar),
• Access,
• Empowered Employees,
• Quality,
• Returns for our Shareholders,
• Satisfaction,
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TRG Inc.
Sample Brand Attributes
Arrogant, Authentic, Best brand,
Carefree, Cares about customers,
Charming, Daring, Different,
Down to earth, Energetic, Friendly,
Fun, Gaining in popularity, Glamorous,
Good value, Healthy, Helpful,
High performance, Intelligent, Kind,
Obliging, Original, Prestigious,
Progressive, Restrained, Rugged,
Simple, Straightforward, Stylish,
Tough, Traditional, Trendy,
Trustworthy, Unapproachable,
Up-to-date, Upper class, Worth more,
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TRG Inc.
Perceptions
People make decisions on emotion,
that are rationalize with intellect
“I’ve Learned that people will forget
what you said. People will forget
what you did. But people will never
forget how you made them feel”
Maya Angelou
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TRG Inc.
Understanding the Dichotomy
Marketing is creating advertising with the
purpose of making people feel warm,
fuzzy and engaged with the Brand.
While when interacting with the call center
the customers may feel angry,
frustrated, misled, stressed and
unhappy
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Messages & Gaps
Hypothetical Mission Statement
10/29/2010
“To deliver World Class Customer Service to our
Customers, by providing access to our products and
services the way our customers want them, when they want
them, while providing a positive, enjoyable and productive
environment to our employees and delivering superior
returns to our Shareholders”
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TRG Inc.
Sample Brand Attributes
Accessible, Arrogant, Authentic, Best
brand, Carefree, Cares about customers,
Charming, Daring, Different,
Down to earth, Energetic, Friendly, Fun,
Gaining in popularity, Glamorous, Good
value, Healthy, Helpful, High performance,
Intelligent, Kind, Obliging, Original,
Prestigious, Progressive, Restrained,
Rugged, Simple, Straightforward, Stylish,
Tough, Traditional, Trendy, Trustworthy,
Unapproachable,
Up-to-date, Upper class, Worth more,
Youthful
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TRG Inc.
Measuring the Gap
10/29/2010
Brand Attributes Delivered- Aligned Corrective action
Accessible
Cares about Customers
Daring
Different
Energy
Fun
Glamorous
Stylish
Trendy
Youthful
World Class Customer Service
Looks after Employees
Profits for Shareholders
10/29/2010
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TRG Inc.
Measuring the Gap
Brand Attributes Delivered- Aligned Corrective action
Accessible No- long wait times, IVR front end
Cares about Customers Not apparent- understaffed, long wait times, unfriendly
policies
Daring Perhaps, but not in a good way. More ‘daring’ to deliver
sub par service while claiming to be committed to
superior service
Different Experience is the same as phoning your cable or
wireless provider
Energy Not Evident
Fun Not Evident
Glamorous Not Evident
Stylish Not Evident
Trendy Not Evident
Youthful Not Evident
World Class Customer Service No- poor access, understaffed, undiferentiated
Looks after Employees Center will have high occupancy and likely lots of
unhappy customers- this does not describe Looking
after employees.
Profits for Shareholders Possibly well aligned – Poor service can (but doesn’t
always) cost less. But the profit can be at the expense
of brand erosion.
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25. Measuring the Gap
Brand Attributes Delivered- Aligned Corrective action
Accessible No- long wait times, IVR front end Improve Service level target and performance-
Improve forecasting and scheduling, add more staff.
Offer more channels (Inbound calls, emails, chats,
SMS, Social Media, Mail etc.), 7 x 24 hour access
Cares about Customers Not apparent- understaffed, long wait times, unfriendly
policies
Improve access, agent hiring. Training to reflect
desired attributes
Daring Perhaps, but not in a good way. More ‘daring’ to deliver
sub par service while claiming to be committed to
superior service
Lose IVR,
Different Experience is the same as phoning your cable or
wireless provider
Lose IVR, Dedicate agent totake ownership to
resolve customers problem
Energy Not Evident Agent profile, hiring and training
Fun Not Evident Agent profile, hiring and training
Glamorous Not Evident Messages from designers on IVR and hold messages
Stylish Not Evident Messages from designers on IVR and hold messages
Trendy Not Evident
Youthful Not Evident Agent profile, hiring and training
World Class Customer Service No- poor access, understaffed, undiferentiated Be Accessible, set and met superior service levels,
set, measure CSAT- Offer customer to call back and
speak to same agent.
Looks after Employees Center will have high occupancy and likely lots of
unhappy customers- this does not describe Looking
after employees.
Measure you Employee Satisfaction, Employ metrics
that matter FCR, CSAT, Quality over AHT and ASA
Profits for Shareholders Possibly well aligned – Poor service can (but doesn’t
always) cost less. But the profit can be at the expense
of brand erosion.
Better Customer satisfaction will increase long term
value and returns
10/29/2010
26. Copyright
TRG Inc.
Policies, and Processes
Don't be a barrier to your own customers
Examine how your internal policies,
procedures and processes and how
they impact on the customer
experience.
Identify those that are not aligned with the
desired customer experience.
Review with management potential
changes to the policies etc. To improve
alignment.
10/29/2010
27. Copyright
TRG Inc.
Designing the Customer Experience
Roadmap
1. Know what the current experience is,
2. Know how you are measuring the
experience,
3. Understand your policies, processes
and any negative customer impacts,
4. Plan changes and tests,
5. Measure improvements/reductions as
a result of tests,
6. Roll out positive changes and continue
other tests,
10/29/2010
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TRG Inc.
Customer Experience Design Process
Understand Discover Conceptualize Validate Implement
Iterate
What
Experience
do we want
to deliver?
What are
we
delivering
today
Gap
Analysis.
What has to
change to
create the
desired
Experience
Testing
changes,
measure
customer
reaction
Creating the
training and
collateral
30. Copyright
TRG Inc.
29/10/2010
Contact Details
Colin Taylor, CEO
The Taylor Reach Group, Inc.
416-979-8692 ext 200
Email: ctaylor@thetaylorreachgroup.com
Web Site: www.thetaylorreachgroup.com
Blog: http://callcenterperspectives.blogspot.com/
Twitter: @colinsataylor