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![Nobody cares about my products"
!
… and services except me […]. !
!
What [..] buyers do care about are
themselves and they care a great deal
about solving their problems.!
David Meerman Scott](https://image.slidesharecdn.com/stayingabreastofcustomerexpectationsv1-120627031823-phpapp02/75/Staying-abreast-of-customer-expectations-11-2048.jpg)
Uploaded byThomas Wieberneit
Staying abreast of customer expectations
The document discusses how customer expectations have changed with the rise of social media and mobile technology. Only 8% of customers feel companies provide superior customer experiences, despite 80% of companies believing they do. After a bad experience, 90% of customers will not return. Customers want their needs met on their terms through personalized, convenient experiences. To truly meet rising expectations, companies must optimize customer journeys across touchpoints and integrate customer data and feedback into their processes and technologies through a unified platform.
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Staying abreast of customer expectations
- 1. Staying abreast of Customer Expectations"
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- 3. The Gap" 80% ofcompanies believe they deliver superior customer experience!! ! ! 8% of their customers agree! Bain & Company: Closing the delivery gap
- 4. Bye-Bye Baby" ! After abad experience nearly 90% of your customers will simply! ! …leave! http://www.clicksoftware.com/state-of-customer-service-infographic-field-service.htm http://www.rightnow.com/files/analyst-reports/RightNow_Customer_Experience_Impact_Report_North_America_2011.pdf
- 5. Social Media (andMobile) changed the playground" Graphics by Mark Tamis www.marktamis.com
- 6. FB is the3rd largest country" http://blog.tweetsmarter.com/social-media/spring-2012-social-media-user-statistics/
- 7. The number ofsmartphones is exploding" Altimeter Group: Beyond Marketing: Developing a Mobile Strategy, April 2011
- 8. And people arealso using them" On average, people install 25 apps on their smartphone, but only use 12. Most used apps are social network apps. Source: InSights Consulting study SocialMedia around the World 2011
- 9. BUT" ! 90% of brand related conversations happen offline!
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- 11. Nobody cares aboutmy products" ! … and services except me […]. ! ! What [..] buyers do care about are themselves and they care a great deal about solving their problems.! David Meerman Scott
- 12. Customers do notwant a relationship with you" 2012 IBM study “From Social Media to Social CRM
- 13. Customers want tangiblebenefits" ! ! 2012 IBM study “From Social Media to Social CRM
- 14. Customers want Value" • Get what they need and want! • Get the right information at the right time! • You getting it right the first time! • And if not then get it resolved without further hassle! • They interact with you, on their terms! Sometimes customers even want to be surprised!
- 15. And what iscustomer experience?" … the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.! Adapted from Wikipedia
- 16. Touchpoints" Static Product Promotion Human Collateral Brand Mail, E-Mail Sales Radio, TV Call Center Consultants Customer Influencers Service Experience Interactive Web Site Blog E-Mails Social Media Community (Mobile) Apps Product
- 17. Increased Customer Valuethroughout the Journey" Advocacy Loyalty Use Purchase Interac- Attrac- tion Discov- tion Aware- ery ness
- 18. Post purchase experienceimpacts your attraction" Advocacy Loyalty Use Purchase Interac- Attrac- tion Discov- tion Aware- ery ness
- 19. Map and optimizethe customer journey"
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- 21. Your call isimportant to us …" • But why am I in the queue right now?! • And, thinking of it: I am always waiting (prolonged) times! • The phone tree is cumbersome, voice recognition doesn’t really work! • Why do I hear advertisements that don’t matter to me?! • What is really important to you <enter company name here>?!
- 22. Moving House -Telstra Clear"
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- 26. People are startand center" Technology Existing Experiences New Experiences Customers ‘n’ Employees Strategy
- 27. Enhancing customer experiencefollows a virtuous circle" Design" Validate" Involve customers Segment customers Start on paper Involve stakeholders Virtual designs Measure" Metrics Impacts Correlations Implement" Prioritize Changes Reprioritize Pilots first Enhancd experiences
- 28. Integration – Theend game" Customer! Employee! Partner! Employee! Supplier! Employee! Influencer! I H S H I SOLOMO Platform! (social)! CRM! ERP! Analytics! Social Data! Master-, Social- & Transactional Data!
- 29. Key Take Aways" • Meeting customer expectations requires a constant cycle of renewing the customer experience along the possible customer journeys! • 360 degree view on the customer needed, including company external data! • A SOLOMO platform that is deeply integrated into the company IT infrastructure enriches the systems to become a customer integration hub!
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- 31. Thomas Wieberneit" SocialMeetsCRM! http://www.socialmeetscrm.co.nz! ! thomas.wieberneit@socialmeetscrm.com! @twieberneit! +64 21 241 7701! Thank You"