How to Design a Great Customer Experience with Kerry Bodine
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https://www.talkdesk.com/resources/webinars/ What new ways of thinking and working will help you intentionally create great customer experiences? Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience. Register to learn: - Why CX is a strategic imperative for leading companies. - How to visualize customer pain points throughout the customer journey. - Ways to intentionally create great customer experiences.
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How to Design a Great Customer Experience with Kerry Bodine
- 1. Create a Call Center in 5 Minutes www.talkdesk.com Increase loyalty by designing a more customer-centric experience. How to Design a Great Customer Experience Talkdesk Customer Experience Webinar Series
- 2. HAPPY CUSTOMERS LEAD TO HAPPY SHAREHOLDERS. LET’S MAKE HAPPY HAPPEN. HOW TO DESIGN A GREAT CUSTOMER EXPERIENCE November 10, 2015 @kerrybodine
- 6. CUSTOMER EXPERIENCE @kerrybodine Customers’ thoughts, emotions, and perceptions
- 7. CUSTOMER EXPERIENCE @kerrybodine Customers’ thoughts, emotions, and perceptions about their interactions with a company.
- 8. CUSTOMER EXPERIENCE @kerrybodine Customers’ thoughts, emotions, and perceptions about their interactions with a company.
- 9. “We identified three key themes that will help you shape your organization’s future: The Customer-activated Enterprise
- 10. “We identified three key themes that will help you shape your organization’s future: • Open up to customer influence The Customer-activated Enterprise
- 11. “We identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation The Customer-activated Enterprise
- 12. “We identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences” The Customer-activated Enterprise
- 13. 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. . “We identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences” The Customer-activated Enterprise
- 14. 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. 65% of companies surveyed have the equivalent of a chief customer officer.. “We identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences” The Customer-activated Enterprise
- 16. WHY DO EXECS CARE SO MUCH ABOUT CX?
- 17. FROM EXPERIENCE TO BUSINESS OUTCOMES • Increased revenue • Share of wallet • Market share • Customer lifetime value • Decreased cost to serve CUSTOMER EXPERIENCE • Spend more • Stay longer • Tell others • Initiate fewer support requests • Use low-cost purchase and service channels • Useful • Easy • Enjoyable @kerrybodine CUSTOMER BEHAVIOR BUSINESS OUTCOMES
- 22. HOW CAN YOU HELP YOUR ORG LIVE UP TO ITS CX POTENTIAL?
- 27. We wanted to let you know that your return is back safe and sound in our warehouse. That trip over the river and through the woods to grandmother’s house went smoothly.
- 28. We wanted to let you know that your return is back safe and sound in our warehouse. That trip over the river and through the woods to grandmother’s house went smoothly.
- 29. “Our belief is that the telephone is one of the best branding devices out there.” Tony Hsieh CEO, Zappos.com
- 31. Methodology
- 32. Source: Stanford d.School “the ability to understand and share the feelings of another”
- 38. Fall in love with the problem, not the solution. @kerrybodine
- 47. @kerrybodine Source: Optus & 24/7 Customer
- 51. Methodology
- 58. @kerrybodine
- 59. @kerrybodine “It is important to learn who the customer is and what they are saying and thinking, but it is also important that everybody in the business, even those who do not necessarily think of themselves as being connected to the customer, feel like they have a part to play. David Metcalf, head of customer experience and customer strategy
- 60. @kerrybodine “It is important to learn who the customer is and what they are saying and thinking, but it is also important that everybody in the business, even those who do not necessarily think of themselves as being connected to the customer, feel like they have a part to play. Mapping the customer journey can help you do that.” David Metcalf, head of customer experience and customer strategy
- 62. HOW CAN YOU GET STARTED?
- 67. THANK YOU! @kerrybodine kerry@kerrybodine.com HAPPY CUSTOMERS LEAD TO HAPPY SHAREHOLDERS. LET’S MAKE HAPPY HAPPEN.
- 68. www.talkdesk.comCreate a Call Center in 5 Minutes Improve Customer Satisfaction with Phone Support Blaire Fernandez Director of Customer Success
- 69. www.talkdesk.com Create a Call Center in 5 Minutes Customers are mobile and use real-time, personalized services and demand real-time and personalized support and customer service when issues arise. Customer service expectations have changed
- 70. www.talkdesk.com Create a Call Center in 5 Minutes Real-time, personalized conversations with customers: no hardware, coding or downloads Talkdesk: Browser-based call center Integrate with top business tools Easy to deploy, manage and maintain Empowers agents with intuitive technology Automated workflows drive productivity
- 71. www.talkdesk.com Create a Call Center in 5 Minutes Talkdesk helps growing companies provide superior customer service Our customers
- 72. Create a Call Center in 5 Minutes www.talkdesk.com Increase loyalty by designing a more customer-centric experience. How to Design a Great Customer Experience Talkdesk Customer Experience Webinar Series Q&A
Notas del editor
- Good afternoon!
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- Source: https://www.gartner.com/doc/2857722/gartner-survey-finds-importance-customer http://www.cioday.nl/images/redactioneel/TheCustomeractivatedEnterprise.pdfWe identified three key themes that will help you shape your organization’s future: • Open up to customer influence • Pioneer digital-physical innovation • Craft engaging customer experiences
- A good exmple, but only with the right connection. What impact is this having on hospital admins? They say, having a dramatic effect on patients, and so it creates a bond with the supplier that they’ll only do business with GE Healthcare. What affect does it have on the ongoing effect? What business impact does it have? Draw the connection between. Call out the parallels. Think about tha tyou do, the drugs = MRI. Stickers = Nurse program. Why it’s good for patient AND for business. We loo at the same thing, Brazilian hospital that changed the exp of kids with parents. If you’re a parent, you’re going to go to this hospital. Is it a marketing tool for the hospital? If you’re a doctor, where will you send the patient? Hospital had. In last Forr Forum, got to the place, Loyalty is driven by the exp, but only if the consumer has free choice. In those industries with choice, there’s a correlation. Without free choice, then so what? If you have choice of wehter to take a biologic. If you’re part of a patient association, and other patients are blogging about great Abbvie Care exp, other patients might wonder why I’m not getting that kind of thing. You force the convo. Image source: www.extremetech.com Maybe also play a couple seconds of this video to really put it into perspective? https://www.youtube.com/watch?v=6Aj2QspPf7s
- Image source: GE Healthcare Adventure Series brochure
- Image source: GE Healthcare Adventure Series brochure
- DOCTORS REFER SOMEONE in the chain has a choice.
- Source: http://craiggoebel.com/journey-maps/
- Source: http://craiggoebel.com/journey-maps/
- Source: http://craiggoebel.com/journey-maps/
- Source: http://wi1.uni-erlangen.de/sites/wi1.uni-erlangen.de/files/img_1087_0.jpg
- Source: http://terrifictriohcc.blogspot.com/ Source: http://mw2013.museumsandtheweb.com/wp-content/uploads/2013/02/mitroff.fig6_.jpg
- Source: http://www.scs.ryerson.ca/~cps613/References/UsabilityEngineering/
- Onstage of a restaurant = the diners and serving area; backstage = the kitchens Source: http://blog.preservationnation.org/2010/01/15/austin-2010-now-accepting-session-proposals-and-restaurant-recommendations/ Portwings.com
- Literally onstage at a theater vs. backstage Source: http://theatre.depaul.edu/about/facilities/Pages/merle-reskin-theatre.aspx http://onedublin.org/2012/01/30/life-backstage-the-magic-behind-the-curtain-at-the-lyric-opera-of-chicago/
- Source: http://www.samsweitz.com/research/
- Source: http://www.beyonddesignchicago.com/wp-content/themes/twentyten/imgs/capabilities/ethnographic.jpg
- Source: https://plus.google.com/110145177480868553714/photos
- Source: https://plus.google.com/110145177480868553714/photos
- Good afternoon!
- When looking for a call center or phone support provider, you should be looking for a company that can provide you with the following: Real-time, personalized conversations with customers: no hardware, coding or downloads Integrations with top business tools Salesforce, Zendesk, Desk, and other top CRM, Help Desk, Chat and eCommerce applications Connected customer data provides a complete view of the customer Self-service & easy to deploy Get started in minutes, not months No hardware, downloads or extensive IT resources required Have control over features like routing and your IVR with an intuitive UI Empower agents with intuitive technology No extensive training required Agents can focus their time on helping customers, not learning new technology Provides info needed to deliver personalized, timely, accurate service Flexible model scales with your business Three tiers of pricing, designed to meet your needs Add agents or numbers as you need them Reporting & monitoring helps you keep a close eye on your growing business When we go through the demo, I’d like you to focus on the business goals we have discussed and thnk about how what you see in Talkdesk can help you achieve those goals.
- When looking for a call center or phone support provider, you should be looking for a company that can provide you with the following: Real-time, personalized conversations with customers: no hardware, coding or downloads Integrations with top business tools Salesforce, Zendesk, Desk, and other top CRM, Help Desk, Chat and eCommerce applications Connected customer data provides a complete view of the customer Self-service & easy to deploy Get started in minutes, not months No hardware, downloads or extensive IT resources required Have control over features like routing and your IVR with an intuitive UI Empower agents with intuitive technology No extensive training required Agents can focus their time on helping customers, not learning new technology Provides info needed to deliver personalized, timely, accurate service Flexible model scales with your business Three tiers of pricing, designed to meet your needs Add agents or numbers as you need them Reporting & monitoring helps you keep a close eye on your growing business When we go through the demo, I’d like you to focus on the business goals we have discussed and thnk about how what you see in Talkdesk can help you achieve those goals.
- [Note: you can find full internal stories about these customers here: https://docs.google.com/spreadsheets/d/14R1CCQXX7VvSdJ4gX-qAO3GHJXGUIjvVJJpZi9krgPw/edit#gid=1990765259] All of the companies you see here have prioritized customer service as a way to meet their business goal. Whether it be driving product loyalty with Whistle or Anki, or personalizing service, or driving new revenue channels, these companies have chosen Talkdesk to power real time conversations with their customers. IF YOU ARE NOT DOING A DEMO ON THIS CALL, STOP HERE AND SETUP TIME TO DO A CUSTOMIZED DEMO. IF YOU ARE DOING A DEMO, MOVE INTO THE DEMO.