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Customer Experience
Even in a negative economy, customer experience is
a high priority for consumers, with 60% often or
always paying more for a better experience.
Source: Harris Interactive, Customer Experience Impact Report
Channels of Communication

 The more channels of communication that an organization offers,
 the more likely the customer can choose their preferred channel,
              inherently creating a better experience.
Channels of Communication



   In Person     Mail      E-Mail




  Online Chat   Mobile   Social Media
In-Person
            This is the most
            effective and powerful
            way to communicate
            because of the human
            ability to read body
            language.
Mail
       Used primarily when
       there is a lack of
       technology or when a
       signature is needed.
E-Mail
         E-mail is primarily a
         good way to
         communicate to send
         short messages,
         documents,
         photographs, music and
         videos.
Online Chat
              Good for simple
              questions and answers.
              Usually takes longer
              than other methods but
              sometimes more
              convenient for the
              customer.
Phone   Phones are good to
        communicate fast when
        in person isn’t
        convenient.

        Mobile phones allow for
        customers interact on
        the go through apps.
Phone
        38% of smartphone
        owners had used their
        phones to make a
        purchase of some kind.
        comScore
Sign Up
As the mobile adoption grows, companies will have to
improve their mobile experience.

Streamlining the app and the experience including:
   •Simple functions and design
   • Easy to navigate
   •Intuitive for all level of users
   •Customer service supporting the mobile device
   •Feedback on the go
Social Media
               Social media ranges from
               tweets, videos, status
               updates, and comments
               about experiences . It
               provides a means for
               customers to
               communicate publicly.
Social Media
               50% of consumers now
               use social media to
               communicate with
               companies – and if the
               companies don’t respond,
               the consequences can be
               serious. Liel Leibovitz
YES!
Social media allows customers to be heard by many.
YES!
Social media allows customers to be heard by many.



Are you listening?
81% of companies with strong capabilities and
competencies for delivering customer experience
excellence are outperforming their competition
Source: Peppers & Rogers Group, 2009 Customer Experience Maturity
Monitor
Voice of the Customer
The in-depth process of capturing
   a customer's expectations,
  preferences and aversions. Wiki
Voice of the Customer
Successful VoC provides businesses
 with the feedback mechanism they
need to continue to develop a better
        customer experience.
VoC Process

       Listen             Interpret


                Voice of the
                 Customer


      Monitor                  React
VoC Process

1. Listen to what your customers are saying

2. Interpret what they value

3. React by engaging with the customer

4. Monitor the outcome by repeating the process
Hierarchy of Customers Communication Expectations
                   & Level of Satisfaction


  Level of       Unsatisfied          Satisfied           Engaged
Satisfaction
                     • Minimum
                                          • Basic Needs      • Offers Value
                       Requirements
  Expectations


     Customers become engaged in when they see that the
             communication offers them value.
It takes 12 positive service experiences to make
up for one negative experience
Source: “Understanding Customers” by Ruby Newell-Legner
A Positive Customer Experience
   Customer       Positive
                  Word of
                              Business
  Experience       Mouth
                               Growth




     Higher        More      Increased
   Satisfaction   Loyalty
                              Revenue
86% of consumers quit doing business with a
company because of a bad customer
experience, up from 59% 4 years ago
Source: Harris Interactive, Customer Experience Impact Report
Customer
Experience
Customer
Experience
70% of customer experience management best in class
adopters use customer feedback to make strategic decision.
50% of industry-average organizations and 29% of laggards
do.
Source: Aberdeen Group, Customer Experience Management: Engaging Loyal
Customers to Evangelize Your Brand
Sources
• http://garth-storyofmylife.blogspot.com/2012/06/priority-priority-priority.html


• http://www.customer1.com/blog/customer-experience-trends


• http://startmike.wordpress.com/2011/02/25/the-handshake/


• http://itechboy.net/how-to-check-whether-the-email-address-exists-or-not


• http://www.cdmdirect.com/direct-mail-insight-blog/


• http://www.autofusion.com/news/article/online-chat-for-dealers


• http://socialmediatitans.com/

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Customer Experience

  • 2. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. Source: Harris Interactive, Customer Experience Impact Report
  • 3. Channels of Communication The more channels of communication that an organization offers, the more likely the customer can choose their preferred channel, inherently creating a better experience.
  • 4. Channels of Communication In Person Mail E-Mail Online Chat Mobile Social Media
  • 5. In-Person This is the most effective and powerful way to communicate because of the human ability to read body language.
  • 6. Mail Used primarily when there is a lack of technology or when a signature is needed.
  • 7. E-Mail E-mail is primarily a good way to communicate to send short messages, documents, photographs, music and videos.
  • 8. Online Chat Good for simple questions and answers. Usually takes longer than other methods but sometimes more convenient for the customer.
  • 9. Phone Phones are good to communicate fast when in person isn’t convenient. Mobile phones allow for customers interact on the go through apps.
  • 10. Phone 38% of smartphone owners had used their phones to make a purchase of some kind. comScore
  • 11. Sign Up As the mobile adoption grows, companies will have to improve their mobile experience. Streamlining the app and the experience including: •Simple functions and design • Easy to navigate •Intuitive for all level of users •Customer service supporting the mobile device •Feedback on the go
  • 12. Social Media Social media ranges from tweets, videos, status updates, and comments about experiences . It provides a means for customers to communicate publicly.
  • 13. Social Media 50% of consumers now use social media to communicate with companies – and if the companies don’t respond, the consequences can be serious. Liel Leibovitz
  • 14.
  • 15.
  • 16. YES! Social media allows customers to be heard by many.
  • 17. YES! Social media allows customers to be heard by many. Are you listening?
  • 18. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor
  • 19. Voice of the Customer The in-depth process of capturing a customer's expectations, preferences and aversions. Wiki
  • 20. Voice of the Customer Successful VoC provides businesses with the feedback mechanism they need to continue to develop a better customer experience.
  • 21.
  • 22. VoC Process Listen Interpret Voice of the Customer Monitor React
  • 23. VoC Process 1. Listen to what your customers are saying 2. Interpret what they value 3. React by engaging with the customer 4. Monitor the outcome by repeating the process
  • 24. Hierarchy of Customers Communication Expectations & Level of Satisfaction Level of Unsatisfied Satisfied Engaged Satisfaction • Minimum • Basic Needs • Offers Value Requirements Expectations Customers become engaged in when they see that the communication offers them value.
  • 25. It takes 12 positive service experiences to make up for one negative experience Source: “Understanding Customers” by Ruby Newell-Legner
  • 26. A Positive Customer Experience Customer Positive Word of Business Experience Mouth Growth Higher More Increased Satisfaction Loyalty Revenue
  • 27. 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago Source: Harris Interactive, Customer Experience Impact Report
  • 30. 70% of customer experience management best in class adopters use customer feedback to make strategic decision. 50% of industry-average organizations and 29% of laggards do. Source: Aberdeen Group, Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand
  • 31. Sources • http://garth-storyofmylife.blogspot.com/2012/06/priority-priority-priority.html • http://www.customer1.com/blog/customer-experience-trends • http://startmike.wordpress.com/2011/02/25/the-handshake/ • http://itechboy.net/how-to-check-whether-the-email-address-exists-or-not • http://www.cdmdirect.com/direct-mail-insight-blog/ • http://www.autofusion.com/news/article/online-chat-for-dealers • http://socialmediatitans.com/