Seven Strategic Questions - Colin Shaw

•

3 likes•2,012 views

The document discusses seven key strategic questions for improving customer experience. It focuses on understanding the customer experience an organization aims to deliver, the emotions it wants to evoke, and whether the customer experience is deliberate. It also addresses understanding what customers want, where organizations provide the most value, and how customer-centric the organization is. The document advocates taking a holistic, coordinated approach to deliberately designing an emotionally engaging customer experience.

Seven Key Strategic questions to improve your Customer Experience

3 Beyond Philosophy © All rights reserved. 2001-2009

Key Strategic questions… What is the Customer Experience you are trying to deliver? What are the emotions you are trying to evoke? What is your subconscious experience telling Customers? Is your Customer Experience deliberate? What do your Customers really want? What provides you with the most value? How Customer centric is your organisation? 4 Beyond Philosophy © All rights reserved. 2001-2009

Key Strategic questions… What is the Customer Experience you are trying to deliver? 5 Beyond Philosophy © All rights reserved. 2001-2009

6 Beyond Philosophy © All rights reserved. 2001-2009

Key Strategic questions… What is the Customer Experience you are trying to deliver? What are the emotions you are trying to evoke? 7 Beyond Philosophy © All rights reserved. 2001-2009

8 Over 50% of a Customer Experience Is about emotions Beyond Philosophy © All rights reserved. 2001-2009

Independent academic endorsement…. 9 Beyond Philosophy © All rights reserved. 2001-2009

IBM Emotional Signature® 10 Beyond Philosophy © All rights reserved. 2001-2009

We see here how the emotional engagement gets progressively worse as the customer goes through to the end of the experience 3 2 1 Servicing my Account Getting a Card Using my Card 4 5 6 11 Ending my Relationship Extending my Relationship Having Financial Difficulty www.beyondphilosophy.com Beyond Philosophy © All rights reserved. 2001-2010

13 Beyond Philosophy © All rights reserved. 2001-2009

15 Beyond Philosophy © All rights reserved. 2001-2009

16 Beyond Philosophy © All rights reserved. 2001-2009

17 Beyond Philosophy © All rights reserved. 2001-2009

Darren CornishVP Customer Experience, Aviva 18 Beyond Philosophy © All rights reserved. 2001-2009

20 Beyond Philosophy © All rights reserved. 2001-2009

Are you targeting your resources in the right place? 22 Web based billing

23 This is a science…Structural Equation Model Beyond Philosophy © Allrightsreserved. 2001-2010

25 Beyond Philosophy © All rights reserved. 2001-2009

26 © Beyond Philosophy. 2001-2010 All rights reserved

Naïve to Natural Traits Naïve Orientation An organization that focuses on themselves to the detriment of the customer. They are “inside out” either through choice or because they don’t know what they should be doing. Traits ,[object Object]

Deliver a very physically based Customer Experience

Employees are treated poorly and not given any authority to recompense customers

The document discusses strategies for achieving customer delight and satisfaction. It outlines conducting customer expectation surveys to identify priorities and customer satisfaction surveys to obtain feedback. Action taken reports are used to identify causes of dissatisfaction, take corrective actions, and track progress to inform customers. The key is understanding customer expectations, meeting or exceeding them, obtaining feedback through surveys, and using that feedback to improve service.

Measuring Customer Satisfaction

MARY MALASZEK

The document discusses measuring and managing customer satisfaction. It provides an overview of key metrics to measure like complaints, word of mouth, loyalty, and repurchase rates. It explains that totally satisfied customers contribute significantly more revenue. The document also discusses using customer satisfaction surveys to measure individual touchpoints and a company overall. It provides examples of survey questions and using metrics like Net Promoter Score. The conclusion emphasizes implementing a formal customer satisfaction process to improve business performance.

Customer centric

rafabortoli

By taking a customer-centric approach and focusing on customer experience, a company can differentiate itself from competitors. To be customer-centric, organizations should create a customer-centric culture from the top-down by understanding customer needs, tailoring products and services to meet expectations, measuring satisfaction, and rewarding customer-focused behaviors. For AIESEC, this means focusing on students, talent management, and organizational customers by providing high quality experiences through clear communication, ongoing education, and personal engagement.

Customer Feedback Management

judith obi

This document discusses customer feedback management. It defines feedback and describes various methods for collecting feedback, including on-site surveys, mail surveys, telephone surveys, online surveys, and customer councils. It notes response rates for different collection methods and emphasizes the importance of feedback in improving customer retention, the customer-client relationship, and creating a better customer experience. The document also outlines steps for handling customer feedback, including gathering, analyzing, and addressing all feedback to determine weaknesses and areas for improvement.

What is Customer Delight & how it is different from Customer Satisfaction

Pranshu Joshi

Customer dissatisfaction/ Jostin Sebastian

Jostin Panthrandil

This document discusses various theories related to consumer satisfaction and dissatisfaction. It first covers attribution theory, which explains how consumers attribute causes to events related to products and services. It then discusses stability, focus, and controllability as aspects of attribution theory. Next, it covers equity theory and how consumers perceive fairness in exchanges with sellers. It provides examples of how understanding consumer satisfaction and dissatisfaction can help companies retain customers and increase profits. Finally, it discusses the importance of monitoring customer satisfaction and addressing complaints.

10 Benefits of Measuring Customer Satisfaction over the Phone

The Telemarketing Company

Measuring Customer Satisfaction (beta)

Marius FAILLOT DEVARRE

A CEO once made the case that business success is built on the millions of brief interactions between a business and its customers. Those interactions were referred to as "Moments of Truth". Since then, the importance of flawless customer service has become accepted across most industries. The essential role of measurement in customer satisfaction improvement is well recognized. However, measurement must be tied to management action to create a truly world-class customer satisfaction Explore the bottom-line payoffs for building customer satisfaction and you'll discover elements of an effective customer satisfaction system.

The document discusses customer delight and how exceeding customer expectations can lead to positive word-of-mouth promotion. It emphasizes that customer delight involves creating an individualized experience for each customer to enhance their relationship with the brand. To achieve customer delight, companies should give customers what they need, deliver services on time, and provide value. This ensures expectations are exceeded, which leads to customer satisfaction and can create a "wow factor" that builds loyalty.

What are customer value, satisfaction, and loyalty and how can companies deli...

Sameer Mathur

Creating loyal customers is at the heart of every business. To do so, companies must deliver high customer value and satisfaction by listening to customers, understanding what attributes they find most valuable, and consistently meeting or exceeding their expectations through high-quality products and services as well as swift issue resolution. Customer loyalty is driven by maintaining or increasing perceived value relative to costs from the customer's perspective over time.

Measuring Customer Satisfaction

Henry John Nueva

The document discusses measuring customer satisfaction. It defines customer satisfaction as a measure of how well a company's products and services meet or exceed customer expectations. It also discusses direct and indirect methods for obtaining customer feedback, including surveys, complaints, loyalty, and expectations. The key to customer satisfaction is understanding customer expectations and pinpointing specifically where a company may be failing to meet those expectations.

Training and Empowerment for Customer Satisfaction for Service Sector

Ramco Cements Ltd

This document discusses training and empowerment for customer satisfaction. It defines customer satisfaction and training. It outlines the aims and objectives of customer satisfaction such as ensuring customer satisfaction and delivering shareholder value. It discusses training for customer satisfaction through conceptual frameworks and customer service training. Empowerment is defined as giving power or authority to someone. Six best practices for empowering customer satisfaction are listed, such as customer knowledge and consistent customer experiences. Reasons for the importance of customer satisfaction are provided, such as being a leading indicator and increasing customer lifetime value. Methods for measuring satisfaction include surveys, customer loss rates, and mystery shoppers. BMW India was awarded for ranking highest in sales and customer satisfaction.

Customer satisfaction measurement

Mohit Singla

This document discusses methods for measuring customer satisfaction. It identifies key components of satisfaction like accuracy, reliability, and responsiveness. Measures include overall satisfaction, satisfaction compared to competitors, and willingness to recommend. Methods of measurement include feedback after delivery, tracking complaints, and conducting customer surveys. The document provides guidance on identifying customer requirements, determining survey methodology, developing survey questions, and tips for effective customer satisfaction measurement.

Customer Service

Kathe Logan

This document discusses the importance of customer service and handling complaints. It notes that 91% of unhappy customers will complain, and those complaints can then be shared with others. Some key points are: - Companies should have a commitment to customer service and a strategy to proactively resolve complaints. - Continuous improvement is important by addressing customer suggestions and ensuring a positive experience even after a complaint. - Good internal customer service, like treating coworkers well, can lead to good external customer service. - Superior customer service allows companies to charge more, realize greater profits, and increase market share.

Differentiated Customer Experience - McMillan

UXPA UK

This document discusses designing and consistently delivering a differentiated customer experience. It emphasizes engaging customers through technology, products and services. It also stresses the importance of consistency and intentionality in delivering a predictable, branded experience that is differentiated and valuable to customers. The goal is to have staff who are so consistently good that they become the brand in the eyes of customers.

7 Benefits of Having a Customer Retention Plan

Andrew Manuel

The document outlines 7 benefits of having a customer retention plan: 1) Keep your current customer base engaged to prevent losing them, 2) Maintain accurate customer information to strengthen relationships, 3) Build sales through referrals from satisfied existing customers, 4) Become a trusted consultant and advisor to customers, 5) Improve communication with customers, 6) Become an industry leader by collaborating with customers, 7) Foster a positive work environment. An effective retention plan can grow a business through referrals while creating loyal, long-term customer relationships.

Delighting customer-importance-method

Jitendra Sharma

What are customer value, satisfaction, and loyalty, and how can companies del...

Sameer Mathur

Total Customer Focus: Changing customer relationships where it matters most

Global Partners Inc.

Total Customer Focus is a program that provides participants with the skills and capabilities to change their relationships with customers and capture these new opportunities. These changes in expectations and relationships between customers and suppliers require front-line people from Sales and Technical Service to fundamentally change the way they interact with customers. Those organizations that fail to equip their front-line people with the necessary skills and capabilities will be relegated to being commodity suppliers or worse. However, those who recognize and address these changes will capture new opportunities by leveraging their front-line to create significant value for their customers and their own organizations.

Measuring Customer Satisfaction: trends and challenges for Customer Service

Estelle Wienk

1. What are customer value, satisfaction, loyalty, and how can companies deli...

Bhavnoor Singh

This document discusses customer value, satisfaction, and loyalty. It defines customer value as the difference between the benefits and costs of an offering compared to alternatives. Customer satisfaction results from a product meeting or exceeding expectations. Loyalty is a commitment to continue purchasing a preferred product or service. The document stresses that the customer should be the top priority and that companies can deliver value, satisfaction and loyalty through monitoring feedback and continuously meeting or raising expectations.

Customer service presentation

Israel Murillo Hernández

The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include: - Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today. - Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences. - To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth. - Strategies for building a customer focus include soliciting customer feedback, training all employees to

Customer Delight

Gopalam Karamchedu

1) The document discusses the importance of customer delight over mere customer satisfaction and empowering staff to delight customers. 2) It highlights that acquiring new customers is much more expensive than retaining existing customers, and customers are often lost due to indifference rather than dissatisfaction. 3) The document advocates understanding what customers want in order to create memorable positive experiences and stories about the organization.

Customer delight

Onkar Dhongade

Customer satisfaction analysis final

Hareesh M

The document provides details about a customer satisfaction analysis conducted for Peaks Auto Private Limited, a new authorized dealer of Maruti Suzuki cars in Kashmir. It describes the objective of analyzing customer satisfaction, the research design which involved a survey of 100 customers, and the main products manufactured by Maruti Suzuki. The analysis found that customers were generally satisfied with factors like affordable prices and attractive discounts but some wanted improvements in areas like quality, delivery time and supply of products. The conclusion was that most customers felt prices were reasonable and discounts attractive but some were not fully satisfied.

Measuring and Managing Customer Satisfaction Programs

MARY MALASZEK

The document discusses various methods for measuring and managing customer satisfaction, including the customer decision journey, post-purchase behaviors, and metrics like NPS and Kano. It recommends collecting both quantitative data through surveys, ratings, and feedback as well as qualitative data from social media, reviews, and user groups. Measuring customer satisfaction provides strategic value when the results are used to address weaknesses, when shared company-wide, and when tied to employee performance and compensation.

Branding Ma Francis

narender bhatt

The document discusses the importance of branding for organizations like the Special Libraries Association. It provides examples of brand promises from different companies like Citigroup and Ritz-Carlton. The document then analyzes how customer satisfaction impacts business outcomes over time. It notes that employees often experience disconnects between customer expectations and their ability to meet them. The rest of the document discusses using the example of National City bank to develop a brand promise of being a "Customer Champion" and outlines key elements and an implementation plan to communicate this promise internally to employees and externally to customers.

7 Efficient ways to retain your customers

Vartika Kashyap

Revealing the Top Customer Centricity Best Practices in Fortune 500

BeyondPhilosophyUSA

Creating Value for Your Customers and Company

ClearAction

What's hot

Customer delight

Mausham Banerjee

What are customer value, satisfaction, and loyalty and how can companies deli...

Sameer Mathur

Measuring Customer Satisfaction

Henry John Nueva

Training and Empowerment for Customer Satisfaction for Service Sector

Ramco Cements Ltd

Customer satisfaction measurement

Mohit Singla

Customer Service

Kathe Logan

Differentiated Customer Experience - McMillan

UXPA UK

7 Benefits of Having a Customer Retention Plan

Andrew Manuel

Delighting customer-importance-method

Jitendra Sharma

What are customer value, satisfaction, and loyalty, and how can companies del...

Sameer Mathur

Total Customer Focus: Changing customer relationships where it matters most

Global Partners Inc.

Measuring Customer Satisfaction: trends and challenges for Customer Service

Estelle Wienk

1. What are customer value, satisfaction, loyalty, and how can companies deli...

Bhavnoor Singh

Customer service presentation

Israel Murillo Hernández

Customer Delight

Gopalam Karamchedu

Customer delight

Onkar Dhongade

Customer satisfaction analysis final

Hareesh M

Measuring and Managing Customer Satisfaction Programs

MARY MALASZEK

Branding Ma Francis

narender bhatt

7 Efficient ways to retain your customers

Vartika Kashyap

What's hot (20)

Customer delight

What are customer value, satisfaction, and loyalty and how can companies deli...

Measuring Customer Satisfaction

Training and Empowerment for Customer Satisfaction for Service Sector

Customer satisfaction measurement

Customer Service

Differentiated Customer Experience - McMillan

7 Benefits of Having a Customer Retention Plan

Delighting customer-importance-method

What are customer value, satisfaction, and loyalty, and how can companies del...

Total Customer Focus: Changing customer relationships where it matters most

Measuring Customer Satisfaction: trends and challenges for Customer Service

1. What are customer value, satisfaction, loyalty, and how can companies deli...

Customer service presentation

Customer Delight

Customer delight

Customer satisfaction analysis final

Measuring and Managing Customer Satisfaction Programs

Branding Ma Francis

7 Efficient ways to retain your customers

Similar to Seven Strategic Questions - Colin Shaw

Revealing the Top Customer Centricity Best Practices in Fortune 500

BeyondPhilosophyUSA

Creating Value for Your Customers and Company

ClearAction

Establishing Executive Alignment and Priorities  Around Your Company’s Custom...

James O'Gara

This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage. Establishing Executive Alignment and Priorities  Around Your Company’s Customer Experience. Securing executive alignment and clearly defined priorities in support of Customer Experience Management is crucial. Yet, so few companies have a game plan for making this happen. In most cases customer experience, as a priority within the business, originates and stagnates within customer service or call center departments. The initiative fails to gain traction in other customer-facing areas of the business. It never receives executive support and endorsement. As a result, the customer experience never delivers material business results. Why is this? For the customer experience to translate into improved financial performance and become a competitive advantage, it must be embraced enterprise-wide. It must be implemented in a cross-functional manner — and, it has to be a priority for the CEO and the entire C-suite. View entire presentation.

How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...

Gainsight

Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer. We call that infinite feedback loop the Voice of the Customer (VoC). In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.

Emotional Signature Webinar

Seven Strategic Questions - Colin Shaw

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Seven Strategic Questions - Colin Shaw

Similar to Seven Strategic Questions - Colin Shaw (20)

More from Beyond Philosophy

More from Beyond Philosophy (20)

Recently uploaded

Recently uploaded (20)

Seven Strategic Questions - Colin Shaw