Why your service management fails -SEE Hungary 2017

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Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement? Benno Richters SEE Hungary 2017

Business

Welcome to SEE Hungary 2017
Benno Richters
SEE the future

Service Excellence
Service DeskCustomer Supplier

TOPdesk world wide in numbers
12 branches
10 countries
> 4000
Customers
600
employees
Founded in
1992

TOPdesk Hungary
Since
2009
42
Employees
37
Customers
100%
growth 2016

Why your Service Management fails
SEE the future

Customer Journey
A visual representation of the emotions your customer
experiences during each interaction or in between interactions

Customer Journey
· Coworkers in other departments
· External companies buying your services
· Consumers
· Citizens

Customer Journey
· (Phone) conversation
· Email
· Webpage
· Social Media

Purchase
Order a present at Amazon
Time
Emotion

Purchase Delay
Delay in delivery
Time
Emotion

Purchase Delay Call for help
Time to contact the supplier
Time
Emotion

Purchase Delay Call for help
Start of the unknown
Time
Emotion
Big unknown

Purchase Delay Call for help
Arrived!
Time
Emotion
Big unknown Resolved

Customer Journey
Why?
· Positive emotions all the way matter
· Happy customers make for happy service providers
· Happy customers make for easier service delivery

What causes these shifts in emotions?
· An unexpected occurrence
· Waiting, a lot of waiting
· No control of what is happening
· Dependent on others
· Lack of information

How can we fix that?
· Key factors!
· Guidance & Control
· Communication
· Self-sustaining ecosystem

Purchase Delay Call for help
Guidance & Control
Time
Emotion

Guidance & Control
· Clear structure, based on customer needs
· Commitment on experience, not the service

Guidance & Control
· Control to the customer
· Availability of information
· Partly independent

Purchase Delay Call for help
Communication
Time
Emotion
Big unknown

Communication
· Use the language of the customer
· Tell them what is going on, always
· People don’t mind waiting

Communication
· Provides information to the customer
· Waiting, but less of the unknown

Purchase Delay Call for help
Communication
Time
Emotion
Big unknown Resolved

Self-sustaining ecosystem
· Central place for knowledge
· Published guides and solutions
· People don’t mind trying their own fixes

Self-sustaining ecosystem
· Active maintenance of knowledge
· Process for maintenance of knowledge
· Publish the knowledge to customers and
colleagues

Self-sustaining ecosystem
· Customer is more in control, independent
· Information is readily available
· Less waiting

Purchase Delay Call for help
Self-sustaining ecosystem
Time
Emotion
Big unknown Resolved

Recap!
· Draw your customer journey!
· Happy customers are easier to work with
· Key Factors
· Guidance & Control
· Communication
· Self-sustaining ecosystem

Hungry for Service Exellence, meet me at stand
D82! (cupcake/vistekaartje/…)
Let’s work together towards Service Excellence!
Hungry for Service
Exellence?
Let’s talk!

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Why your service management fails -SEE Hungary 2017

1. Welcome to SEE Hungary 2017 Benno Richters SEE the future

2. SEE Service Excellence Experience

3. Service Excellence Service DeskCustomer Supplier

6. TOPdesk world wide in numbers 12 branches 10 countries > 4000 Customers 600 employees Founded in 1992

7. TOPdesk Hungary Since 2009 42 Employees 37 Customers 100% growth 2016

8. Why your Service Management fails SEE the future

9. Customer Journey

10. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

11. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

12. Customer Journey · Coworkers in other departments · External companies buying your services · Consumers · Citizens

13. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

14. Customer Journey · (Phone) conversation · Email · Webpage · Social Media

15. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

16. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

17. Personal Story

18.

19.

20. My Customer Journey

21. Purchase Order a present at Amazon Time Emotion

22. Purchase Delay Delay in delivery Time Emotion

23. Purchase Delay Call for help Time to contact the supplier Time Emotion

24. Purchase Delay Call for help Start of the unknown Time Emotion Big unknown

25.

26. Purchase Delay Call for help Arrived! Time Emotion Big unknown Resolved

27. Time Emotion

28. Customer Journey A visual representation of the emotions your customer experiences during each interaction or in between interactions

29. Customer Journey Why? · Positive emotions all the way matter · Happy customers make for happy service providers · Happy customers make for easier service delivery

30. What causes these shifts in emotions? · An unexpected occurrence · Waiting, a lot of waiting · No control of what is happening · Dependent on others · Lack of information

31. How can we fix that? · Key factors! · Guidance & Control · Communication · Self-sustaining ecosystem

32. Purchase Delay Call for help Guidance & Control Time Emotion

33. Guidance & Control · Clear structure, based on customer needs · Commitment on experience, not the service

34. Guidance & Control · Control to the customer · Availability of information · Partly independent

35. Purchase Delay Call for help Guidance & Control Time Emotion

36. Purchase Delay Call for help Guidance & Control Time Emotion

37. Purchase Delay Call for help Communication Time Emotion Big unknown

38. Communication · Use the language of the customer · Tell them what is going on, always · People don’t mind waiting

39. Communication · Provides information to the customer · Waiting, but less of the unknown

40. Purchase Delay Call for help Communication Time Emotion Big unknown

41. Purchase Delay Call for help Communication Time Emotion Big unknown

42. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved

43. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved

44. Self-sustaining ecosystem · Central place for knowledge · Published guides and solutions · People don’t mind trying their own fixes

45. Self-sustaining ecosystem · Active maintenance of knowledge · Process for maintenance of knowledge · Publish the knowledge to customers and colleagues

46. Self-sustaining ecosystem · Customer is more in control, independent · Information is readily available · Less waiting

47. Purchase Delay Call for help Communication Time Emotion Big unknown Resolved

48. Purchase Delay Call for help Self-sustaining ecosystem Time Emotion Big unknown Resolved

49. Recap! · Draw your customer journey! · Happy customers are easier to work with · Key Factors · Guidance & Control · Communication · Self-sustaining ecosystem

50. Hungry for Service Exellence, meet me at stand D82! (cupcake/vistekaartje/…) Let’s work together towards Service Excellence! Hungry for Service Exellence? Let’s talk!

Why your service management fails -SEE Hungary 2017

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