Voice Of The Customer 2009
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My keynote to a joint session of the CRM Evolution 2009 and SpeechTek 2009 conferences in NY August 2009
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Voice Of The Customer 2009
- 1. Voice of the (Social)Customer: Listen and Then Act
- 2. Voice of the (Social) Customer
- 3. Voice of the (Social) Customer โ The revolution has not been a business revolution, it has been a social revolution โ one in how we communicate.โ โ Me, 2009
- 11. Voice of the (Social) Customer Source: Brian Solis
- 13. ย
- 20. Bad customer service can go viral Voice of the (Social) Customer
- 21. Great customer service & insight can create advocates โ who can go viral Voice of the (Social) Customer
- 23. Itโs all built around the conversation... Voice of the (Social) Customer
- 26. And at the level of the individual phone callโฆ. Voice of the (Social) Customer DECIBELS Emotion Detection Keywords/phrases Tempo Context
- 29. Voice of the (Social) Customer What does this picture tell you? Iโm asleep Iโm frustrated Iโm dead Iโm exhausted
- 37. Voice of the (Social) Customer Source: Donna Fluss, DMG Consulting, March 2007 Key Speech Analytics Benefits re: Customers Savings & Benefits of Speech Analytics Hard $$ Soft $$ Staff Reduction in agents X X Reduction in QA staff X Increased supervisory efficiency X Cost Reduction in call volume x Increased FCR x ย Reduction in agent talktime x Reduction in hold time x ย Reduction in line charges x Reduction in agent turnover x Revenue Increased sales x Decreased cost of sales x Increased campaign conversion rate x Corporate Improved regulatory compliance x x Improved customer experience ย x Improved customer loyalty and branding ย x Timely competitive information x
- 39. Author: CRM at the Speed of Light (4th Edition, November, 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com Social CRM: The Conversation (ZDNET): http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Facebook: http://www.facebook.com/pgreenbe Cell phone: 703-551-2337 THANK YOU Voice of the (Social) Customer