Increase revenue using feedback whitepaper QB Ireland
Real-time feedback allows companies to quickly evaluate customer feedback from multiple channels in a structured way. It provides an immediate advantage by allowing companies to act on feedback and improve the customer experience. To implement real-time feedback successfully, companies must establish customer-centric processes, identify all customer touchpoints, and deploy an intelligent system that can integrate with other systems like CRM. The system should allow for feedback collection across channels and devices to match the speed of customers' journeys. Visual dashboards and the right survey methodology are also important to drive actions from insights. Case studies demonstrate how companies have increased revenues and customer loyalty through real-time feedback management.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
Why do you need a good onboarding strategy? A successful onboarding program can drive adoption, resulting in lower customer attrition and higher customer satisfaction. No matter what a customer’s first touchpoint with your brand is, focus on using the momentum of that first experience to deepen the relationship and future success.
Learn More about The Future is Now webinar series.
Link: http://pages.exacttarget.com/thefutureisnow
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
The smartQ system consists of a smartphone interface for collecting human intelligence from respondents and an automatic online reporting system. It enables organizations to gather insights from employees and customers in several ways: (1) conducting real-time satisfaction surveys of customers, (2) creating a thinking network to source expertise from employees, and (3) engaging employees in decision-making processes. The system aims to provide managers with fast, easy access to analyzed data through automated reports on their smartphones.
Increase revenue using feedback whitepaper QB Ireland
Real-time feedback allows companies to quickly evaluate customer feedback from multiple channels in a structured way. It provides an immediate advantage by allowing companies to act on feedback and improve the customer experience. To implement real-time feedback successfully, companies must establish customer-centric processes, identify all customer touchpoints, and deploy an intelligent system that can integrate with other systems like CRM. The system should allow for feedback collection across channels and devices to match the speed of customers' journeys. Visual dashboards and the right survey methodology are also important to drive actions from insights. Case studies demonstrate how companies have increased revenues and customer loyalty through real-time feedback management.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
Why do you need a good onboarding strategy? A successful onboarding program can drive adoption, resulting in lower customer attrition and higher customer satisfaction. No matter what a customer’s first touchpoint with your brand is, focus on using the momentum of that first experience to deepen the relationship and future success.
Learn More about The Future is Now webinar series.
Link: http://pages.exacttarget.com/thefutureisnow
Re-designing the Onboarding Customer Journey of a Retail BankValeria Chiappini
Onboarding shapes customers’ first impression of a bank and has the potential to influence the long-term success of the relationship.
In-depth qualitative research is needed to map an ideal onboarding customer journey, in order to ensure a consistently relevant experience through all touchpoints and moments of truth, by tapping into the customers' needs, expectations and pain points.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
The smartQ system consists of a smartphone interface for collecting human intelligence from respondents and an automatic online reporting system. It enables organizations to gather insights from employees and customers in several ways: (1) conducting real-time satisfaction surveys of customers, (2) creating a thinking network to source expertise from employees, and (3) engaging employees in decision-making processes. The system aims to provide managers with fast, easy access to analyzed data through automated reports on their smartphones.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
How Simplify360 helps in Providing Banking Solutions Simplify360
Banking is one industry which needs to maintain a constant contact with their customers. Social Media in such a case is extremely useful. It provides access to a huge customer base aggregated in a single place.
Simplify360, helps banks listen to what the customers are talking and where, to make sure the company keeps their communication on a constant check. Here's how it is done.
Does Your Online Experiences Meet Your Customer Expectationsindeuppal
This document discusses how companies can optimize their customers' digital experiences and improve online performance. It recommends using heuristic and expert evaluation methods to understand problems with the customer experience. Heuristic evaluation benchmarks a company against competitors to see how it meets customers' expectations, while expert evaluation identifies specific issues through a deeper analysis. Together, these methods provide a broad understanding of focus areas and detailed solutions to incrementally improve the customer experience and increase online conversion rates.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Business leaders must find new ways to maintain customer bases in today's competitive marketplace while reducing costs without compromising quality. An effective approach is to focus on the total customer experience through supply chain and operations management. Customer experience management requires integrating marketing, sales, technology, supply chain, and social media to create a consistent brand and be responsive to customers. Companies must listen to customer feedback through various channels to continuously improve processes and better satisfy customers. Maintaining loyal customers is important for generating repeat business and revenue growth.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
Modern businesses spend significant resources analyzing and optimizing the customer journey to understand how customers interact with their brand. However, customer journeys are complex as customers can interact across channels in unpredictable ways. The document discusses the need to view customer journeys from both a macro and micro level. It also identifies some key gaps brands should consider when evaluating customer journeys, such as visibility, interaction intelligence, sales conversion, and the overall experience. The document argues that technology is important to enable brands to actively shape journeys in real-time by surfacing the next best actions based on customer context and operationalizing real-time decisions through advanced analytics.
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
Building a profitable onboarding programDoxim Inc.
1) Effective onboarding programs focus on engaging customers in the first 3 months through digitizing account opening, building loyalty, and targeted offers.
2) Onboarding success is achieved through a 3 phase process: account opening, building loyalty in the first 3 weeks, and value-added communications and offers in the first 3 months.
3) Data-driven customer segmentation and personalized cross-selling based on individual customer needs uncovered during onboarding are key to increasing customer satisfaction, products per household, and lifetime value.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Achieving Contact Center Goals Through Dynamic SchedulingCalabrio
Better. Faster. Smarter. These are the hallmarks of contact centers intent on seizing every opportunity to accelerate performance. Their ultimate goal: freeing the voice of the customer and improving customer satisfaction.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
The document summarizes a case study where a luxury retail company needed to upgrade its contact center software before the busy holiday season. The company's existing workforce optimization (WFO) vendor was unable to complete the upgrade on time. Dimension Data, the systems integrator working with the retail company, recommended Calabrio as an alternative. Senior Calabrio executives then met with the retail company and Dimension Data to assure them Calabrio could complete the WFO implementation within the tight deadline, avoiding potential problems during the crucial holiday period. Calabrio was able to deploy the new WFO system across 329 agents within 28 days, meeting the retailer's requirements before the start of the holiday season.
The document discusses issues with the investment banking client onboarding process. It provides insights into key problems like high dropout rates, long onboarding times with numerous handoffs, and lack of an overarching system. The document outlines strategies to address these issues, such as creating a central onboarding team, identifying potential dropouts early, using a workflow system for standardized routing, and introducing parallel processing to reduce onboarding times.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Customer experience is the sum of all interactions a customer has with a company over the relationship lifecycle and how those interactions make the customer feel. In 2014, companies will focus more on renovating voice of the customer programs, conducting customer journey mapping, integrating behavioral customer data, providing more anticipatory service, embedding customer experience into product development, and consolidating customer experience methodologies. There will also be a focus on transforming contact centers into relationship hubs, deepening the appreciation of employees, increasing the use of mobile technologies and personal health monitors, enhancing software as an experience, emphasizing company purpose and values, accelerating customer experience certification and education, and developing empathy for customers.
How to transform your customer experience by making your customer service pro...BrightCultures
Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.
This white paper highlights the business case for offering proactive customer service, showcases some great examples of organisations already doing this, how they are benefiting and outlines a process for getting started and for developing ideas and initiatives for improvement.
Solutionreach Webinar: Will Your Practice Be Ready for EMV by October 2015?Solutionreach
Effective October 15, 2015, Visa and Mastercard have mandated that all merchants who accept credit cards as a form of payment must be able to accept and process chip-card (EMV) based transactions. How does this affect you? On this date, YOU, the merchant, must have EMV standards in place or potentially be liable for counterfeit fraud.
In advance of this significant deadline, Solutionreach, and our new partner, Singular Payments, are holding a webinar to educate and guide you on how these new standards impact your practice, and what you must do to ensure compliance.
IN THIS WEBINAR, YOU'LL DISCOVER:
• How to prepare your practice for EMV.
• What EMV is and what is driving the new regulations.
• What the Liability Shift means.
• How to implement the new EMV technology.
• The benefits of converting early.
• Best Practices for choosing a merchant service.
• Additional 2015 payment trends.
This document discusses how connecting devices to the internet through IoT and analyzing the data through connected service experiences (CSX) can enable companies to have more proactive post-purchase relationships with customers. Specifically, it outlines 30 measurable business cases for how IoT and CSX can help companies lower costs, increase revenue, improve customer satisfaction and safety, and gain a competitive advantage by enabling predictive monitoring of products and proactive interventions. The document argues that preventing issues before customers complain is less expensive than reacting to complaints, and near real-time analysis of device data through CSX allows companies to take proactive actions that improve productivity, uptime, and aftermarket sales.
The document discusses the importance of voice of the customer (VoC) strategies for companies over the next 10 years. It states that the most successful companies will be those that align everything they do to customer outcomes. It provides an overview of applying VoC, including understanding customer touchpoints, optimizing customer journeys, surveying customers, analyzing feedback, and using insights to improve processes. It emphasizes the need for VoC programs to include employee and stakeholder feedback as well.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
How Simplify360 helps in Providing Banking Solutions Simplify360
Banking is one industry which needs to maintain a constant contact with their customers. Social Media in such a case is extremely useful. It provides access to a huge customer base aggregated in a single place.
Simplify360, helps banks listen to what the customers are talking and where, to make sure the company keeps their communication on a constant check. Here's how it is done.
Does Your Online Experiences Meet Your Customer Expectationsindeuppal
This document discusses how companies can optimize their customers' digital experiences and improve online performance. It recommends using heuristic and expert evaluation methods to understand problems with the customer experience. Heuristic evaluation benchmarks a company against competitors to see how it meets customers' expectations, while expert evaluation identifies specific issues through a deeper analysis. Together, these methods provide a broad understanding of focus areas and detailed solutions to incrementally improve the customer experience and increase online conversion rates.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Business leaders must find new ways to maintain customer bases in today's competitive marketplace while reducing costs without compromising quality. An effective approach is to focus on the total customer experience through supply chain and operations management. Customer experience management requires integrating marketing, sales, technology, supply chain, and social media to create a consistent brand and be responsive to customers. Companies must listen to customer feedback through various channels to continuously improve processes and better satisfy customers. Maintaining loyal customers is important for generating repeat business and revenue growth.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
Modern businesses spend significant resources analyzing and optimizing the customer journey to understand how customers interact with their brand. However, customer journeys are complex as customers can interact across channels in unpredictable ways. The document discusses the need to view customer journeys from both a macro and micro level. It also identifies some key gaps brands should consider when evaluating customer journeys, such as visibility, interaction intelligence, sales conversion, and the overall experience. The document argues that technology is important to enable brands to actively shape journeys in real-time by surfacing the next best actions based on customer context and operationalizing real-time decisions through advanced analytics.
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
Building a profitable onboarding programDoxim Inc.
1) Effective onboarding programs focus on engaging customers in the first 3 months through digitizing account opening, building loyalty, and targeted offers.
2) Onboarding success is achieved through a 3 phase process: account opening, building loyalty in the first 3 weeks, and value-added communications and offers in the first 3 months.
3) Data-driven customer segmentation and personalized cross-selling based on individual customer needs uncovered during onboarding are key to increasing customer satisfaction, products per household, and lifetime value.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
Achieving Contact Center Goals Through Dynamic SchedulingCalabrio
Better. Faster. Smarter. These are the hallmarks of contact centers intent on seizing every opportunity to accelerate performance. Their ultimate goal: freeing the voice of the customer and improving customer satisfaction.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
The document summarizes a case study where a luxury retail company needed to upgrade its contact center software before the busy holiday season. The company's existing workforce optimization (WFO) vendor was unable to complete the upgrade on time. Dimension Data, the systems integrator working with the retail company, recommended Calabrio as an alternative. Senior Calabrio executives then met with the retail company and Dimension Data to assure them Calabrio could complete the WFO implementation within the tight deadline, avoiding potential problems during the crucial holiday period. Calabrio was able to deploy the new WFO system across 329 agents within 28 days, meeting the retailer's requirements before the start of the holiday season.
The document discusses issues with the investment banking client onboarding process. It provides insights into key problems like high dropout rates, long onboarding times with numerous handoffs, and lack of an overarching system. The document outlines strategies to address these issues, such as creating a central onboarding team, identifying potential dropouts early, using a workflow system for standardized routing, and introducing parallel processing to reduce onboarding times.
Cracking the Code on Insurance Company Customer LoyaltyCalabrio
It’s no longer simply about answering phones. As today’s insurance companies increasingly move toward direct-to-consumer distribution models, smart contact center leaders know the immense value they provide to their organization.
But how can they continually prove the contact center’s value to their company? And how can they use key voice of the customer data to unlock critical insights? More importantly, how can they use these insights to drive business success?
This SlideShare is a must-read for any insurance company focused on solving challenges facing insurers, improving the customer experience and making the contact center count.
Customer experience is the sum of all interactions a customer has with a company over the relationship lifecycle and how those interactions make the customer feel. In 2014, companies will focus more on renovating voice of the customer programs, conducting customer journey mapping, integrating behavioral customer data, providing more anticipatory service, embedding customer experience into product development, and consolidating customer experience methodologies. There will also be a focus on transforming contact centers into relationship hubs, deepening the appreciation of employees, increasing the use of mobile technologies and personal health monitors, enhancing software as an experience, emphasizing company purpose and values, accelerating customer experience certification and education, and developing empathy for customers.
How to transform your customer experience by making your customer service pro...BrightCultures
Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.
This white paper highlights the business case for offering proactive customer service, showcases some great examples of organisations already doing this, how they are benefiting and outlines a process for getting started and for developing ideas and initiatives for improvement.
Solutionreach Webinar: Will Your Practice Be Ready for EMV by October 2015?Solutionreach
Effective October 15, 2015, Visa and Mastercard have mandated that all merchants who accept credit cards as a form of payment must be able to accept and process chip-card (EMV) based transactions. How does this affect you? On this date, YOU, the merchant, must have EMV standards in place or potentially be liable for counterfeit fraud.
In advance of this significant deadline, Solutionreach, and our new partner, Singular Payments, are holding a webinar to educate and guide you on how these new standards impact your practice, and what you must do to ensure compliance.
IN THIS WEBINAR, YOU'LL DISCOVER:
• How to prepare your practice for EMV.
• What EMV is and what is driving the new regulations.
• What the Liability Shift means.
• How to implement the new EMV technology.
• The benefits of converting early.
• Best Practices for choosing a merchant service.
• Additional 2015 payment trends.
This document discusses how connecting devices to the internet through IoT and analyzing the data through connected service experiences (CSX) can enable companies to have more proactive post-purchase relationships with customers. Specifically, it outlines 30 measurable business cases for how IoT and CSX can help companies lower costs, increase revenue, improve customer satisfaction and safety, and gain a competitive advantage by enabling predictive monitoring of products and proactive interventions. The document argues that preventing issues before customers complain is less expensive than reacting to complaints, and near real-time analysis of device data through CSX allows companies to take proactive actions that improve productivity, uptime, and aftermarket sales.
The document discusses the importance of voice of the customer (VoC) strategies for companies over the next 10 years. It states that the most successful companies will be those that align everything they do to customer outcomes. It provides an overview of applying VoC, including understanding customer touchpoints, optimizing customer journeys, surveying customers, analyzing feedback, and using insights to improve processes. It emphasizes the need for VoC programs to include employee and stakeholder feedback as well.
The document discusses implementing a Voice of the Customer (VoC) strategy to better align companies with customer needs and improve business performance. It provides guidance on collecting customer feedback through multiple channels, analyzing insights in real-time, and using the information to optimize processes and drive innovation. A case study is presented of an insurance company that increased member retention and return per member by implementing a VoC software solution to gather multi-channel feedback.
Empowering retention strategiesin the age of the customer
This white paper addresses:
– Why measurement programs need to change
– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
This document summarizes a framework for understanding future customer expectations called the Future Customer Experience Framework. It discusses looking at customer needs in the short term (today), medium term (1-3 years), and long term (4-10 years). It also emphasizes the importance of an iterative innovation process focused on uncovering customer needs, testing concepts, and validating solutions with customers. The framework is meant to help companies anticipate changing customer expectations and needs to stay competitive over time.
Greg Gianforte argues that proactive customer service can significantly improve customer satisfaction, cut costs, and provide a competitive advantage over non-proactive competitors. Proactive customer service involves addressing customer issues before customers are aware of them through techniques like proactive messaging to provide information to customers, implementing processes to answer customer questions online, and monitoring service quality. It requires technologies like a knowledge base, email tools, chat, and surveys to track metrics. Making the shift to proactive customer service can enhance business performance even in challenging economic times.
The document analyzes the customer lifecycle and retention rates of the online retail company AtoZ. It finds that while AtoZ excels at attracting customers, it fails to retain them post-purchase through lack of loyalty programs and personalized service. Data shows increasing retention by 5% would boost profits by 25-95%. The document recommends AtoZ implement a customer relationship management program, improve loyalty efforts and return policies, and consider a merger with or acquisition of their strongest competitor to leverage respective strengths and become industry leaders through innovative internet-of-things strategies.
Slide share Call Center Journal ArticleDr. Ted Marra
This document discusses the role and importance of call centers in building customer relationships and managing customer interactions. Some key points:
- Call centers handle a large volume of daily customer interactions and have more contact with customers than any other part of an organization. This makes them critical for strengthening relationships or damaging them.
- Many organizations do not understand why they lose 15-25% of customers each year or where those customers go. Poor service is often the reason 65-85% of customers leave.
- While call centers are often seen as necessary costs, when managed well they can become strategic assets that provide competitive advantages through customer insights and responsiveness.
- Establishing performance standards and continually improving processes, employee capabilities
Utilizing Customer Feedback to Identify Areas for Service Improvement and Inn...Tiklacars
Allied Consultants are the architects of the digital realm. Our IT consulting services lay the foundation for your digital empire. With web development, we design and construct online worlds that captivate your audience. Our Business Intelligence expertise is the blueprint for data-driven decisions, sculpting the path to success. Mobile App development is our art, creating interactive masterpieces that leave users spellbound. Application integration is our engineering prowess, seamlessly connecting the digital dots. Let us be your digital architects, crafting a digital landscape where your business thrives.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaSQuekelsBaro
Use the 5 steps given in this article to reform your customer service delivery model. Apply Deloitte's five new capabilities to mitigate market disruptions.
Moving Beyond Customer Experience Towards Customer EngagementSeymourSloan
This document discusses moving from a focus on customer experience to customer engagement. It argues that customer engagement considers the two-way relationship between organizations and customers based on understanding customer needs. The document outlines seven areas to develop an effective customer engagement model: 1) Understanding customer engagement; 2) Defining a customer engagement framework; 3) Placing value on customer engagement; 4) Moving to an omnichannel engagement model; 5) Leveraging data; 6) Governance and accountability; and 7) Continually creating, iterating and reinventing the engagement model. The overall message is that effective customer engagement requires a holistic, data-driven approach and ongoing refinement to meet evolving customer needs.
By delving deeply into customer experience, business process design and operating model change, organizations can more effectively move from 'doing' digital to 'being’ digital.
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
Customer Relationship Management unit 3 crm structuresGanesha Pandian
The document discusses Customer Relationship Management (CRM) and provides information on key aspects of implementing a successful CRM strategy. It defines CRM and outlines its goals of increasing profitability through customer satisfaction and loyalty. The document also discusses CRM essentials, the CRM implementation process, customer acquisition strategies, retention tactics, and developing a CRM roadmap.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
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Realtime feedback whitepaper
1. Instant feedback =
immediate advantage
Is your company ready for real-time feedback?
Authors: Claudine Petit (Head of Marketing CEUR, QuestBack)
Radu Immenroth (Group Product Director, QuestBack)
w w w . q u e s t b a c k . C O M
2. Real-time Feedback Solutions 2
1. Welcome to now:
What do your customers think
about your products and ser-vices?
What do you know about
their opinions and how do you
act on them quickly? New communication
channels have produced a real flood of cus-tomer
data, and considerably reduced the dis-tance
between customers and companies in
terms of speed of reaction and content. Many
customers now use the opportunities the In-ternet
provides to make their voices heard.
And companies have the chance to use this
feedback, often called “real-time feedback” to
improve their customer relationships.
David Edelman from Harvard Business
Manager brings the revolutionary
nature of these new channels into
sharp focus in his analysis, “The new
rules of marketing”.
But how can organizations quickly
evaluate “real-time” feedback from
these multiple touchpoints in a
structured way? For which indus-tries
is real-time feedback most valuable?
And what must companies do to transform
themselves from feedback recipients, to gen-uine
managers of real-time feedback? Pro-jects
that, for example, achieve a significant
improvement in customer loyalty, prove the
financial value of real-time feedback manage-ment.
In one case, that meant an increase in
repeat purchases of 44 % for a brand owner,
and a simultaneous reduction in the number
of customers switching to competitors. One
QuestBack customer can also provide an
impressive illustration of how real-time feed-back
management delivers ROI: The number
of customers generating annual revenue of
more than €6000 rather than €500 increased by
30 %.
This white paper offers companies
the opportunity to systematically
assess their readiness for real-time
feedback in multiple dimensions,
and answers questions such as:
Real-world examples from companies like Hilti,
SWISS, and the user experience consult-ants
USECON, illustrate exactly where the
challenges and opportunities for companies
lie. After all, business success is to a large
extent dependent on successful customer
interactions.
Increase revenues by up
to 30 % with real-time
feedback
» Even if the fundamentals of the
Customer Decision Journey don’t
seem that revolutionary, the impact
on marketing is profound. (…) Our
analysis of dozens of marketing
budgets shows that 70-90 % of the
money is spent on ads and retail
campaigns that relate to the
“consider” and “purchase” phases of
the sales process. However, influence
on the user is significantly stronger
in the “rating”, “enjoy, recommend
and loyalty” phases.« *1
A. What fundamental requirements must be
fulfilled?
B. Which processes must be established?
C. What does it mean for personnel and
IT infrastructures?
D. What are the methodological requirements
to be aware of?
3. Real-time Feedback Solutions 3
2. What is real-time?
DIFFERENT KINDS OF
REAL-TIME?
Depending on company and customer requirements,
real-time feedback varies in terms of capture and
reaction times. It can mean for example, that feedback
is captured at the point of usage or immediately
afterwards, but that the evaluation comes later, if it’s
not related to an urgent request. However, if the feed-back
indicates that a customer request needs to be
resolved immediately, it’s clear that evaluation and
reaction needs to happen more quickly.
Depending on the form, real-time feedback manage-ment
should take in relation to; feedback capture,
evaluation and reaction for a particular company, and
it’s important that businesses align their methods,
processes and technologies accordingly. This is
the only way that the respective requirements can
be mapped. The following checklist provides an
initial opportunity to assess the real-time feedback
management requirements of your business.
CHECKLIST
A. GENERAL REQUIREMENTS
Who uses real-time feedback?
The fact that a company receives a lot of feedback from
customers does not, on it’s own, automatically mean
there is a need for real-time feedback. The question
is rather, to what extent do feedback channels
have an effect on the success of the company?
For example, feedback clearly has an effect if a
brand wants to differentiate on customer service, or
when customer loyalty and therefore the number of
repeat buyers increases as a result. Here the quantity
of feedback or ‘Big Data’ factor comes into play. If
there are a large number of touchpoints i.e. interac-tions
between companies and customers, then it’s
likely that real-time feedback management will reveal
very valuable information. However, a single piece of
feedback can also have an enormous impact when
in comes to a major customer. In both cases then, a
systematic and personalized approach to customer
care is very valuable.
This is proven by the experience of SWISS, part of
the Lufthansa Group:
» By implementing an online questionnaire
using the QuestBack System, we can
continuously track all our important KPIs –
including the particularly significant
Arrival Experience«,
explains Samuel Rodenhausen, Market Research
Manager at SWISS, about the implementation of
their system. Through the rapid availability of survey
answers, SWISS can react to feedback immediately:
if the customer wants to be contacted, it can happen
quickly, impacting positively on customer loyalty.
CASE STUDY
4. Real-time Feedback Solutions 4
Early detection or fire fighting – what
can real-time feedback achieve?
What can companies do today with the flood of
data coming in? It’s possible to fundamentally
differentiate between two functions of real-time
feedback management – alerts and reporting. The
alert function helps address customer problems or
needs as quickly as possible.
If, after using the online shop, an existing customer
completes a questionnaire about usage problems,
the right system can inform the relevant customer
adviser about it immediately via email. A call the
next day shows the customer that he is being taken
seriously and is valued. If the problem can then be
solved, you have a customer that is happier and
more loyal than before the problem occurred.
Taking a long-term view of customer value,
customer satisfaction and the depth of a customer
relationship become central economic factors
(Diag. 1*2) that can be maintained and enhanced
through feedback management.
According to a Harvard Business Review report,
increased customer loyalty has another effect that
can impact revenues: loyal customers don’t go
through the early stages of the buying decision
every time, but make repeat purchases on the
basis of their existing trust in the company.*3
Identify the trend, react rapidly
Nevertheless, repeat purchases a consistently
excellent buying experience. Used at a management
level, the reporting function can reveal interactions
that may signify wider trends via dashboards (Diag. 2)
Are complaints about delivery times increasing?
Is there a delay in reaction from support at the
moment? Where are there positive customer
experiences that can improve the situation? The
overview a dashboard provides can also trigger
another real-time alert in a second-step, and
activate the appropriate response: Are more
personnel required in support? Should customer
advisors intervene to apologize and compensate
customers for delivery delays? In this way,
real-time feedback management becomes a
management instrument for marketing, sales,
or support as well as every other business area
involved in the customer experience.
How much is a customer worth?
Industry Timeframe Customer value
Loyal café visitor 1 year 1400 €
Typical supermarket customer 10 years 50,000 €
Regular Pizzeria customer Lifetime 8000 €
Loyal credit card customer Lifetime 12000 €
Typical car buyer Lifetime 150,000 €
Loyal luxury car owner Lifetime 320,000 €
Diag. 1: According to Bernd Strauss, Wolfgang Seidel, “Complaint management – unhappy customers as a
profitable target group”, 4th edition, 2007, Hanser Publishers, page 27
5. Real-time Feedback Solutions 5
Tool or philosophy – What are the
prerequisites for successful real-time
feedback management?
For real-time feedback management to have an
impact, it must develop into something more valuable
than a “tool”. The prerequisite for this is a clear com-mitment
from management to integrate feedback
into corporate strategy. This means that feedback
in all its dimensions needs to be incorporated: in the
design of business processes, the implementation
of IT infrastructure, as well as in the development of
the organizational structure and personnel planning.
According to a prediction from Gartner, half the
Fortune 1000 companies will have developed a
“Voice of the customer” strategy by 2015, but only
10 % of them will actually have implemented it *4.
That leaves room for organizations to gain competi-tive
advantage.
B. PROCESS REQUIREMENTS
Are your business processes already
customer-oriented?
Real-time feedback can’t be implemented “just
like that”. It is rather the logical consequence of
making the entire organization customer focused.
Only when all business units focus on ensuring
that a customer has a positive experience at every
touchpoint, can the corresponding automated and
rule-based system processes be aligned to maximize
the impact of the customer-oriented strategy.
Many companies have already taken the first step
in this direction. They are strengthening measures
to make the brand experience tangible for
customers at as many touchpoints as possible,
and fostering the dialog between customers and
the company through digital media such as apps
and onsite touchpads.
Do you know your touchpoints?
The days when examining the point of sale was
all that was needed to get a picture of interaction
with customers are long gone. Nevertheless, many
companies aren’t aware of all their touchpoints,
from comments on Facebook, to conversations with
sales people, and interactions with middlemen such
as delivery services or sales partners. That’s why,
when starting out with real-time feedback manage-ment,
all touchpoints must first be identified and the
most relevant selected. Relevance is a question of
definition which, in this case, is described by using
Key Performance Indicators (KPIs).
A simple example from the cosmetics industry
illustrates the innovation potential that is often left
untapped here. A McKinsey study found that more
than 60 % of face cream users only gather infor-mation
about the product after they have already
bought it – a touchpoint that was completely over-looked
until then*5, but which is obviously of cen-tral
importance to satisfaction during the customer
journey, and therefore provides a good opportunity
to collect real-time feedback.
DIAG 2. Example of trends across different touchpoints at a
supermarket chain in the USECON dashboard.
(Customer Project QuestBack Central Europe)
6. Real-time Feedback Solutions 6
When is interaction and intervention
required?
Information is worthless until it results in action.
Effective feedback management must therefore
have a certain level of intelligence in order to
decide when intervention is necessary and when
not. Threshold levels need to be set for the touch-point
KPIs that trigger an action. This also helps
avoid overreaction. Ideally, real-time feedback
works like a personal conversation, in that sub-sequent
questions and reactions should emerge
naturally during the course of the discussion.
These must flow into the relevant processes that,
for example, determine escalation levels when a
customer needs to be contacted, highlight where
existing customer history enhances the current
feedback, or ensure that the relevant employee
actually has access to this information. To en-sure
that happens, the supporting processes and
responsibilities must be clearly defined.
Are the responsibilities defined?
Even with the highest level of automation, there
must be people available that can make decisions
at any point along the real-time feedback loop. It’s
important that there is a a project manager outside
of IT, that is accountable for the issue and ensures
that, for example, feedback content is delivered
to the right place, whether that means marketing,
management or the relevant support person.
What role does privacy play?
A real-time feedback management system
initially asks questions anonymously and must
give the customer a choice over whether people
can be surveyed individually if required. This can
happen via a relevant question during the survey
process that allows the customer to agree to be
approached. It also means however, that from this
moment on an expectation exists. The customer
wants to be taken seriously, and that means he
expects an appropriate and immediate reaction.
The customer will only give up his privacy if he gets
an appropriate service in return.
7. Real-time Feedback Solutions 7
C. IT INFRASTRUCTURE AND
SYSTEM REQUIREMENTS
Which channels are available?
While touchpoint tracking identifies the relevant
channels, the IT infrastructure must ensure that as
many channels as possible feed into a consistent,
comprehensive view of feedback data. But the flow
of feedback in the other direction is also critical: Can
feedback be collected from everywhere, wherever it
originates? Real-time feedback also has to account
for the fact that respondents are on the move. That’s
why questionnaires must work as well on mobile
devices as they do on desktop computers.
How fast is your customer journey?
The more touchpoints that interaction with your
customers involves, the more relevant incidents
accumulate. The right system must be able to define
the level of detail that measured via feedback
monitoring. For example, QuestBack currently delivers
half-hourly reporting on the relevant KPIs according
to need. But it’s important to differentiate between
the speed of feedback provision and the reaction
to it. Does someone have to be contacted imme-diately
in order to ensure customer satisfaction?
This is known as a “transactional survey”. Or is
it sufficient to ask a customer twice a year about
his satisfaction within the context of a regular
“relational survey”.
Other time-critical aspects can also play a role
however. It’s especially important
during the test and development
phases of products, to measure
the user experience and make
improvements in order to avoid
costly development mistakes.
This is how USECON, a user experience
consultancy, with the help of the EFS panel (EFS
= Enterprise Feedback Suite) from QuestBack
developed an efficient survey platform that among
other things, enables a repeat survey among panel
participants. This can be used to survey users at
different times and in different situations, whether
that means the early development phases of a
new product, or across the entire product cycle.
For its part, QuestBack customer SWISS is
using its newly deployed feedback system to allow
customers to provide feedback on every element
of the service they receive. This enables teething
problems to be localized immediately when new
products are introduced. Time-related consid-erations
are therefore always oriented towards a
system’s real-world use cases.
Which visualizations are required?
It makes sense that a relevant visualization of
target KPIs and drill down dimensions is defined for
management reports. That’s how dashboards
earn their name and simplify the navigation of a
company’s KPI landscape. (See DIAG. 3)
DIAG: 3, Example of a QuestBack dashboard
for an NPS evaluation
CASE STUDY
8. Real-time Feedback Solutions 8
Is integration into existing systems like
SAP possible?
The full potential of real-time feedback can only
be realized in combination with other systems.
(DIAG.4.). The combination of customer feedback
and operational data enables prioritization: Where
is there a danger that a major customer will switch?
Was a regular or very good customer affected by
a system crash? Who is least affected by delivery
bottlenecks?
Customer CRM
Customer
Contacts Touchpoints Customer Workflow Questback Workflow
DIAG. 4: QuestBack workflow for implementation of real-time feedback management
Checks
Participiant Import
Questback
Exchange Server
Automatic Invitation
Engagement / Action Dashbord Reporting
Case Data
Segmentation
Data Export
E-Mail Alerts Survey
9. Real-time Feedback Solutions 9
Is the deployed system
intelligent enough?
There are numerous systems available to evaluate
data. The main differences lie in their scalability
and controllability. The system you select needs a
memory and appropriate rules for exceptions,
DIAG.5 Sample customer journey from SWISS airlines
priorities and escalation levels. The longer the
company journey, the more significant these
properties are. (DIAG. 5).
10. Real-time Feedback Solutions 10
D. Methodology
requirements
Which is the right survey concept?
During the planning of a real-time feedback
management system, it’s especially important that
all parameters are aligned with one another. The
KPIs identified through touchpoint tracking must
be fed into a survey concept that is actually used.
Otherwise the result is false results and ineffective
interaction and control maneuvers.
Which are the relevant KPIs?
Within the context of so-called touchpoint tracking,
the requirements for an effective real-time feed-back
management system need to be established.
Touchpoint tracking takes place along the entire
customer journey, in other words the path that a
customer takes with a company, including the first
contact via an Internet ad, through to visiting the
website and the purchase of a product, all the way
up to a call to a support hotline, and participation
in an annual customer survey via a smartphone.
iPad
app
Android
app Brand
DIAG 6: Every touchpoint has a different effect on the
customer experience.
The combination of all touchpoints is the basis
of the customer experience. Through analysis of
the interaction at each touchpoint, it’s possible to
define what influence each has on the customer
experience or, even better, on revenue. QuestBack
can currently measure and evaluate around
50 touchpoints. A study from McKinsey revealed
that a differentiated experience at touchpoints
is especially important. It showed that to a large
extent, the influence of different touchpoints is
dependent on whether a customer is still in the
consideration phase, or already in an evaluation or
buying decision phase. In the consideration phase,
he is mainly influenced by consumer-led marketing
such as test reviews or recommendations, and
rarely by interaction with sales people. *5
How do you get reliable results?
When it comes to alerts, it’s about asking the
right questions and helping customers at the right
moment (see survey concept). For reporting, tried
and trusted market research criteria are more impor-tant.
For segmentation and validation in particular,
the results must be selective and reliable. That’s
because the conclusions and resulting decisions
made on information extracted from the dashboard
can have a direct effect on revenue. Reliability is
therefore critical at this level of evaluation.
Mailing
Hotline
Cam-paign
PoS
Event
Twitter
You-tube
Face-book
Web-site
iPhone
app
11. Real-time Feedback Solutions 11
3. Customer case study HILTI
– the exception is the rule
The following project analysis demonstrates
an example from HILTI, that demonstrates
what the actual implementation of a
real-time feedback management system
looks like, what the requirements were, and how the
three dimensions of process, IT and methodology
each played a role in the success of the project.
HILTI AG provides leading technology products,
systems and services to the construction industry.
Because two-thirds of its 22,000 strong workforce
are in sales and technology roles and have direct
contact with customers, there are around 200,000
touchpoints per day. Customer satisfaction is
therefore extremely important for HILTI.
Prerequisites
• Customer focus: As a premium provider, customer
service and feedback is particularly important.
As a result, Hilti has been measuring customer
satisfaction since 1994, making the company a
pioneer within the construction industry.
explains Steffen Müller, Head of Corporate Market
research at HILTI AG.
• Goal setting and touchpoint inventory: In
addition to regular telephone surveys on satisfaction
and loyalty, Hilti wanted to collect feedback
directly after each of the 200,000 daily contacts
with the company, such as a meeting with an
account manager, a sales conversation in a Hilti
center, an online order, a complaint to the hotline,
or the repair of a drill by an engineer. To measure
customer satisfaction at the “moment of truth”,
i.e. directly after an individual transaction, Hilti
decided in 2010 to extend the telephone survey
with an online survey.
200,000 daily touchpoints –
customer satisfaction has the
highest priority at HILTI
» The data on overall customer satisfaction
and loyalty are a benchmark of success for
us. They also influence the compensation of
many employees, right up to management
level,«
12. Real-time Feedback Solutions 12
The technical implementation
• Technical solution: The online questionnaire
based on the enterprise feedback suite (EFS)
from QuestBack is connected through a direct
interface to Hilti’s SAP system. This makes the
buying history of each customer available for
analysis. The software is web-based, and can be
used within any standard browser. Completion
of the questionnaire is easy from a wide range of
digital devices.
The methodology
• Survey triggers and process: Hilti uses the
online questionnaire in 15 market organizations
with more than 80 % share of sales. Each customer
who has had some contact with an account
manager, a Hilti Center, an online order, the
hotline or a repair service is invited to partici-pate
via email. The online survey takes just two
minutes to complete, and is focused on the
current customer situation (DIAG.8). This ensures
valid data about a real customer case is produced.
How satisfied are you with the recent visit from your Account Manager
Please give a rating using a scale from 1 to 10 where 1 means »very dissatisfied« and 10 means »very satisfied«
2 3 4 5 6 7 8 9 Don‘t
Quality of advice given Flexibility for local questions
DIAG. 8: Example of a real-time feedback questionnaire
DIAG. 7: RTF workflow process at Hilti
Continue
know
10 - Very
satisfied
1 - Very
dissatisfied
Overall
Use of your time
Understands what you need
Open item
13. Real-time Feedback Solutions 13
Resulting processes
• Alerts and reporting: If a customer complains
in the online survey, the relevant team contacts
him within two working days to solve the problem.
» Most customers are impressed with a
call within 2 days of taking part in the
online survey«,
says Steffen Müller. Through the evaluation of the
online survey, Hilti can strengthen relationships
between the customer and the company. The
evolution of customer satisfaction is illustrated
by weekly cockpit charts for every interaction
point.
• Overall benefit of the system: The values
for overall customer satisfaction and loyalty
have increased significantly since the introduc-tion
of real-time feedback in comparison with
the company’s closest competitors. In addi-tion,
a great deal of insight about process im-provements
has been generated, and Hilti has
received feedback from more than 18,000
customers, representing a significantly better
response rate of up to 20 %.
DIAG. 9: Real-time feedback influences the fundamental structure and quality control of the organization.
14. Real-time Feedback Solutions 14
4. Conclusion and Outlook
Real-time feedback management requires
a sophisticated and highly integrated
technical solution. However, the technical
concept and implementation are just two
of the building blocks for the entire concept. Only
when all the requirements in terms of processes,
infrastructure, data and methodologies are fulfilled, is
it time to consider the technical integration. The effort
of fulfilling these requirements will be rewarded with
a measureable return on investment. Implementing
a real-time feedback management system lays the
foundations for a rapid, technology-driven enhance-ment
of the business, and the opportunities to use
feedback management as a strategic tool will only
grow in the future. It can be safely assumed that
within the next few years, new channels and new
global touchpoints will evolve that also need to be
integrated into the feedback system from a technical
and process perspective. The feedback loop is
becoming increasingly closed, as every touchpoint
can be covered within a survey, improvements are
made following every survey, interactions following
those improvements can themselves be evaluated,
and so on. This opens the way to the evolution of a
feedback economy that treats customer orientation
as the foundation of the business model. Studies show
that most companies have recognized the need for
action in this area. In a survey from DMA and neolane,
77% of the companies asked named personalization
in real-time, i.e. the individual and feedback-related
alignment of offers and content, as the most important
challenge facing their organizations. *6. The exciting
question is, to what extent these companies will ad-dress
this challenge, and develop and implement an
appropriate feedback strategy.
15. Real-time Feedback Solutions 15
5. Real-time
feedback management
A company’s willingness to drive a
measureable dialog with customers
along the entire length of the customer
journey usually indicates that the
organization has already taken the first step
along this path by orienting the entire structure
of the company towards customers.
In order for real-time feedback to have maximum
impact, the company must identify and analyze
the relevant touchpoints, and the challenges and
opportunities in interactions with customers. This
analysis can be used as the starting point for the col-lection
and evaluation of customer feedback, and
defining appropriate reactions to it. These preliminary
tasks determine how a company must organize
its processes, methodologies and IT landscape.
Particularly important here, is whether a customer
uses customer feedback to identify trends, or as
the basis for long-term management decisions.
All implementation scenarios have one thing in
common: To collect, analyze and react to customer
feedback as quickly as possible. Initial experiences
with real-time feedback show that fast reactions can
significantly affect customer loyalty, which in turn
has a direct impact on revenues. With its 200,000
touchpoints, Hilti has impressively demonstrated how
a flood of data can be transformed into increased
customer satisfaction and more repeat purchases.
This required a comprehensive integration with
existing IT systems like SAP, through which feedback
data is further enhanced and systematically utilized.
Because of the wide-ranging impact of real-time
feedback, its implementation is a key management
task and requires appropriate personnel and organi-zational
structures. As soon as these structures are
in place, future channels can be easily integrated into
the IT and process landscape and monetized.
The essentials at a
glance
*1 SOURCE: “Communication. The new rules of marketing“, DAVID C. EDELMANN, HARVARD BUSNIESS MANAGER, 2. AUGUST 2011
*2 SOURCE: BERND STAUSS, WOLFGANG SEIDEL, „Complaint management unhappy customers as profitable target group- “ , 4. Edition
2007, HANSER Publishers, S. 27
*3 SOURCE: “BRANDING IN THE DIGITAL AGE” FROM DAVID C. EDELMANN, QUOTED FROM THE HARVARD BUSINESS REVIEW
*4 SOURCE: “RESEARCH ROUNDUP FOR VOICE OF THE CUSTOMER”, JIM DAVIES, GARTNER RESEARCH, 4. FEBRUARY 2013
*5 SOURCE: “THE CONSUMER DECISION JOURNEY”, MCKINSEY QUARTERLY 2009 NR. 3
*6 SOURCE: “REAL-TIME MARKETING INSIGHTS STUDY“, NEOLANE AND DMA, JULY 2013
16. w w w . q u e s t b a c k . c om
www.questback.com
Company Profile
questback is a global leader in enterprise feedback management, market research solutions,
social crm, customer experience management, and hr management.
the company‘s software solutions enable organizations to gain actionable insights and build
stronger relationships with customers and employees. founded in 2000, questback is head-quartered
in oslo, norway and privately held with 17 offices worldwide. more than 4,000 global
customers rely on questback – including volvo, ernst & young, coca-cola and general mills.