Over the next 10 years, customer service will evolve to become more social and cross-channel. Customers will interact with companies through various online and offline channels. To provide excellent customer experiences, companies will need to adopt social CRM, measure end-to-end customer journeys, and foster collaboration both within their organizations and with customers. New technologies will continue emerging to support more integrated, real-time customer service across all channels.
Presentation on long-tail of marketing given to Infor client meeting in Barcelona in March 2012. Of course, you will need some of the talk track, but there is good data in here IMO.
Slide deck from the Webinar with KANA Software to discuss the rise of knowledge infused processes, evolution of knowledge in the organization, and providing better self-service solutions.
Presentation on long-tail of marketing given to Infor client meeting in Barcelona in March 2012. Of course, you will need some of the talk track, but there is good data in here IMO.
Slide deck from the Webinar with KANA Software to discuss the rise of knowledge infused processes, evolution of knowledge in the organization, and providing better self-service solutions.
Environments, things, sites, people – service designFlorian Vollmer
Florian Vollmer takes you on a journey of brand touchpoints. He discusses the dramatic shift from selling products to offering services, and how rethinking experiences from a user's perspective results in sound purchasing decisions and long-term brand loyalty. He combines practical examples and tools with insights about key innovations in the field of retail. In a time of ever-faster evolving innovations, Florian's objective is to show a pathway to creating memorable, relevant experiences.
Changing the ‘experience’ of customer experienceEsteban Kolsky
Slide deck from 07-12-2011 Webinar with SAP and Management IQ. Talks about how to do Customer Service better by focusing customer experience, and how to accommodate the current issues in Customer Service in the design.
Looking for a company that provide solutions around content management and digital marketing? WAVU Digital is there to help bridge the gap and guide your audience.
So you've formulated a User Experience strategy for your company from the ground up. Completion rates are way up. Complaint email numbers are way down. Your boss loves you, and you've got the corner office to prove it. What's next?
This session will take the next step and explore how User Experience fits into the business ecosystem alongside fields of Customer Experience and Customer Relationship Management.
What tips can we learn from these fields, and how can we engage with our colleagues to pass on what we as UX professionals have learned from the web, to turn satisfied users into passionate customers.
[Presented at UXLX, Lisbon on May 11th, 2011]
Business Model Evolution - Why The Journey To SaaS Makes SenseRainer Stropek
SaaS is an important trend in the software industry. In this presentation Rainer Stropek from time cockpit (http://www.timecockpit.com) speaks about typical challenges that software vendors have to solve to successfully transfer from the classical licensing-based model to a SaaS strategy.
Note that the original slide deck contains quite a lot of animations. If you want to have the original PPTX file including all the animations, feel free to contact me via twitter (@rstropek).
Environments, things, sites, people – service designFlorian Vollmer
Florian Vollmer takes you on a journey of brand touchpoints. He discusses the dramatic shift from selling products to offering services, and how rethinking experiences from a user's perspective results in sound purchasing decisions and long-term brand loyalty. He combines practical examples and tools with insights about key innovations in the field of retail. In a time of ever-faster evolving innovations, Florian's objective is to show a pathway to creating memorable, relevant experiences.
Changing the ‘experience’ of customer experienceEsteban Kolsky
Slide deck from 07-12-2011 Webinar with SAP and Management IQ. Talks about how to do Customer Service better by focusing customer experience, and how to accommodate the current issues in Customer Service in the design.
Looking for a company that provide solutions around content management and digital marketing? WAVU Digital is there to help bridge the gap and guide your audience.
So you've formulated a User Experience strategy for your company from the ground up. Completion rates are way up. Complaint email numbers are way down. Your boss loves you, and you've got the corner office to prove it. What's next?
This session will take the next step and explore how User Experience fits into the business ecosystem alongside fields of Customer Experience and Customer Relationship Management.
What tips can we learn from these fields, and how can we engage with our colleagues to pass on what we as UX professionals have learned from the web, to turn satisfied users into passionate customers.
[Presented at UXLX, Lisbon on May 11th, 2011]
Business Model Evolution - Why The Journey To SaaS Makes SenseRainer Stropek
SaaS is an important trend in the software industry. In this presentation Rainer Stropek from time cockpit (http://www.timecockpit.com) speaks about typical challenges that software vendors have to solve to successfully transfer from the classical licensing-based model to a SaaS strategy.
Note that the original slide deck contains quite a lot of animations. If you want to have the original PPTX file including all the animations, feel free to contact me via twitter (@rstropek).
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
Similar to The way we will complain (sourced now) (20)
Presentation at CCC (Callidus Customer Conference) in Vegas earlier this year (April 2015). Covers the topics related to Customer Experience at a high level for Executives to get the knowledge they need.
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Describe tres tendencias y seis iniciativas a usar para crear e implementar una estrategia exceptional de marketing para el 2015 y mas.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Putting the SPARK into Virtual Training.pptxCynthia Clay
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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1. the way we will complain
customer service over the next 10 years
esteban kolsky
thinkJar
@ekolsky
esteban@estebanjkolsky.com
2. 90 percent
of transactions for
customer service
happen offline
source: face to face book: why real relationships rule in a digital marketplace
3. 80 percent
of organizations think
their experiences are
good (8% of
customers agree)
source: bain and company, closing the delivery gap report (fixed entry, it is 80, not 88)
4. 86 percent of
organizations use
twitter, facebook
(or both) for
customer service
source: thinkjar and sword ciboodle study on customer service using social, 2012
5. 66 percent have no
defined processes
for customer service
over social channels
source: thinkjar and sword ciboodle study on customer service using social, 2012
6. 68 percent were
not able to calculate
ROI before deploying
a channel
source: thinkjar and sword ciboodle study on customer service using social, 2012
7. 8 percent found
the expected
ROI
source: thinkjar and sword ciboodle study on customer service using social, 2012
8. none of them
are sure if
they are doing
the right thing
source: thinkjar research, unpublished, collected 1998-2012
9. typical customer service scenario
Competitive Customer
Forces Demand
Strategy
Legal Channels,
Environment Business
Customer
Partners and
Model
Service Suppliers
4.0
Governance Technology
Social Technological
Environment Change
10. six trends, ten years in customer service
• social CRM
• cross channel, not multi channel
• customer experience management
• mashups
• collaborative enterprise
• of course, customer service using social – today!
11. communities
community management
“social” analytics engine
social crm
actionable layer unit
system-of-record
integration layer
erp
crm
scm
record
systems of
what social CRM looks like
12. cross-channel evolution
silo semi-integrated integrated
single channel multi-channel cross-channel
E
E R K
D D D D D D
K K K K K K W D W
P
R R R R R R K UC P
M
S W E C P M M R C C
S D S
1980 1995 2010
S – SMS, W – Web, E – Email, C – Chat, P – Phone, M- Social Media, D – Data, K- Knowledge
13. co-creating experiences
end-to-end effectiveness and efficiency metrics
design validate implement measure
collaboration
existing involve create new correlate
processes stakeholders experiences metrics
involve customer deploy analyze
customers segmentation pilots
insights
paper virtual process
summarize
experiences designs prioritization
changes
14. measuring experiences
effectiveness (right answer, time) efficiency (cheap, fast operations)
performance
loyalty training
satisfaction readiness
customer process agent
end-to-end efficiency and effectiveness index
15. building customer service mashups
agent
tools knowledge
repositories
communities
support
self-service tools
16. collaboration with customers
collaborate to understand
the customer job-to-be-
E2.0 done
collaborate to co-create
with the customer to meet
her desired outcomes
collaborate to act on
social customer insights
CRM collaborate to understand
and provide the customer
experience they expect
from you
the collaborative enterprise
17. customer service with social
twitter facebook communities Phone email chat
number of 4 6 2 (*) 2 6 12
interactions
total work 1.5 6 0 (*) 6 12 8
time (AHT)
percent 95 98 34 (*) 12 6 6
escalated
number 8 4 0 (*) 1 6 2-3
concurrent
FCR percent 1 1 62 (*) 75 89 78
close time 48 h 72 h 12-24 h (*) 6m 24 h 8m
source: confidential thinkjar research, unpublished, collected 2010-2012
interviews and vetted by practitioners, consultants (n=48-66)
(*) depending on staff participation, model varies wildly
18. service with social top issues
• communities
– tribal knowledge
– reduced costs
– branded
• facebook
– integration
– API
• twitter
– limits
– tools