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Staying abreast of Customer
 Expectations"
Setting the Stage"
The Gap"80% of companies believe theydeliver superior customerexperience!!!!       8% of their customers agree!           ...
Bye-Bye Baby"!After a bad experiencenearly 90% of yourcustomers will simply!                                          !   ...
Social Media (and Mobile) changed the playground"                                   Graphics by Mark Tamis www.marktamis.com
FB is the 3rd largest country"                       http://blog.tweetsmarter.com/social-media/spring-2012-social-media-us...
The number of smartphones is exploding"                        Altimeter Group: Beyond Marketing: Developing a Mobile Stra...
And people are also using them"   On average, people 
 install 25 apps on their  smartphone, but only 
 use 12. Most used ...
BUT"           !  90% of brand related conversations happen         offline!
Customer Expectations"
Nobody cares about my products"!… and services except me […]. !!What [..] buyers do care about arethemselves and they care...
Customers do not want a relationship with you"                                 2012 IBM study “From Social Media to Social...
Customers want tangible benefits"!!                                   2012 IBM study “From Social Media to Social CRM
Customers want Value"•  Get what they need and want!•  Get the right information at the right time!•  You getting it right...
And what is customer experience?"                     … the sum of all                     experiences a customer         ...
Touchpoints"                                              Static                                      Product             ...
Increased Customer Value throughout            the Journey"                                                               ...
Post purchase experience impacts your           attraction"                                                               ...
Map and optimize the customer journey"
The Reality"
Your call is important to us …"•  But why am I in the queue right now?!•  And, thinking of it: I am always waiting   (prol...
Moving House - Telstra Clear"
German Railway"
Apple"
Getting There"
People are start and center"                                  Technology                    Existing 
                  Ex...
Enhancing customer experience follows a              virtuous circle"              Design"                      Validate" ...
Integration – The end game"Customer!                                                                          Employee!   ...
Key Take Aways"•  Meeting customer expectations requires a   constant cycle of renewing the customer   experience along th...
Questions?"
Thomas Wieberneit"        SocialMeetsCRM!        http://www.socialmeetscrm.co.nz!        !        thomas.wieberneit@social...
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Staying abreast of customer expectations

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Staying abreast of customer expectations

  1. 1. Staying abreast of Customer
 Expectations"
  2. 2. Setting the Stage"
  3. 3. The Gap"80% of companies believe theydeliver superior customerexperience!!!! 8% of their customers agree! Bain & Company: Closing the delivery gap
  4. 4. Bye-Bye Baby"!After a bad experiencenearly 90% of yourcustomers 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. 5. Social Media (and Mobile) changed the playground" Graphics by Mark Tamis www.marktamis.com
  6. 6. FB is the 3rd largest country" http://blog.tweetsmarter.com/social-media/spring-2012-social-media-user-statistics/
  7. 7. The number of smartphones is exploding" Altimeter Group: Beyond Marketing: Developing a Mobile Strategy, April 2011
  8. 8. And people are also 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. 9. BUT" ! 90% of brand related conversations happen offline!
  10. 10. Customer Expectations"
  11. 11. Nobody cares about my products"!… and services except me […]. !!What [..] buyers do care about arethemselves and they care a great dealabout solving their problems.! David Meerman Scott
  12. 12. Customers do not want a relationship with you" 2012 IBM study “From Social Media to Social CRM
  13. 13. Customers want tangible benefits"!! 2012 IBM study “From Social Media to Social CRM
  14. 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 besurprised!
  15. 15. And what is customer 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. 16. Touchpoints" Static Product PromotionHuman 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. 17. Increased Customer Value throughout the Journey" Advocacy Loyalty Use Purchase Interac- Attrac- tion Discov- tionAware- ery ness
  18. 18. Post purchase experience impacts your attraction" Advocacy Loyalty Use Purchase Interac- Attrac- tion Discov- tionAware- ery ness
  19. 19. Map and optimize the customer journey"
  20. 20. The Reality"
  21. 21. Your call is important 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. 22. Moving House - Telstra Clear"
  23. 23. German Railway"
  24. 24. Apple"
  25. 25. Getting There"
  26. 26. People are start and center" Technology Existing 
 Experiences New 
 ExperiencesCustomers ‘n’ Employees Strategy
  27. 27. Enhancing customer experience follows 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. 28. Integration – The end 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. 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!
  30. 30. Questions?"
  31. 31. Thomas Wieberneit" SocialMeetsCRM! http://www.socialmeetscrm.co.nz! ! thomas.wieberneit@socialmeetscrm.com! @twieberneit! +64 21 241 7701!Thank You"

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