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The Huge Power of Small: Create a Customer Service Experience - Triple Play 2021

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The Huge Power of Small: Create a Customer Service Experience - Triple Play 2021

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Slides from my presentation at TriplePlay 2021 in Atlantic City, NJ on December 8, 2021. This was the 1:30 pm session. Enjoy!

Discover the insights & strategies used by more than 226,000 companies worldwide: how to accelerate growth of your business, how to increase customer acquisition and retention by creating a deep connection with them and how to attract and retain employees by giving them an added level of purpose in their day to day responsibilities. These ideas cost nothing to implement (because they’re so small), yet their impact is profound. And best of all, you can put them into action immediately.

Slides from my presentation at TriplePlay 2021 in Atlantic City, NJ on December 8, 2021. This was the 1:30 pm session. Enjoy!

Discover the insights & strategies used by more than 226,000 companies worldwide: how to accelerate growth of your business, how to increase customer acquisition and retention by creating a deep connection with them and how to attract and retain employees by giving them an added level of purpose in their day to day responsibilities. These ideas cost nothing to implement (because they’re so small), yet their impact is profound. And best of all, you can put them into action immediately.

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The Huge Power of Small: Create a Customer Service Experience - Triple Play 2021

  1. 1. THE HUGE POWER OF SMALL: HOW TO CREATE AN AMAZING CUSTOMER EXPERIENCE @ADUPONT65
  2. 2. Move Visibility More Leads
  3. 3. How Do I Decide Where To Start?
  4. 4. How Do I Stand Out ?
  5. 5. How Do I Get People To Know We Exist ?
  6. 6. #AICPAENGAGE #AAMKT @adupont65
  7. 7. If we INTERACT and ENGAGE Awareness > Trust > Loyalty
  8. 8. LOYALTY
  9. 9. LOYALTY
  10. 10. “In fact, our research revealed they are more likely to have a negative reaction to a company’s attempt to earn their loyalty.”
  11. 11. 87% Like to shop around Accenture
  12. 12. DISRUPTION IS NOW HERE
  13. 13. DISRUPTION IS NOT NEW
  14. 14. FIRST DISRUPTION STOP LYING
  15. 15. SOUND
  16. 16. SECOND DISRUPTION END OF SECRETS
  17. 17. Imagine I have an idea for a retail store and I’m looking for investors?
  18. 18. No Advertisements No Aisle Signage Won’t Bag Groceries Pay To Shop
  19. 19. $25,000
  20. 20. No Advertisements No Signage Won’t Bag Groceries Pay To Shop
  21. 21. why?
  22. 22. Good Company Pay Employees Well Environmentally Friendly
  23. 23. Good Experience Fun To Shop There $1.50 Hot Dog & Soda
  24. 24. Not Connected by Advertisement No Sales Funnel No Telemarketer
  25. 25. EMOTIONAL CONNECTION
  26. 26. THIRD DISRUPTION CONSUMER DRIVEN
  27. 27. 57% Decision is Made Without YOU (up to70%) Gartner
  28. 28. “A company is no longer what we tell the customer it is. It’s what they tell each other it is.”
  29. 29. NO ADS NO FUNNEL NO LOYALTY
  30. 30. NOW WHAT?
  31. 31. 4 PRINCIPLES
  32. 32. MARKETING IS ALL THINGS HUMAN
  33. 33. LIKE MINDED
  34. 34. 1-Customer is the HERO 2-Customer is the MARKETER 3-You are the GUIDE
  35. 35. FIRST PRINCIPLE THEY ARE THE HERO (NOT YOU)
  36. 36. “The best way to grow your business is to have your customer do it for you with word of mouth”
  37. 37. “Word of Mouth is the single most persuasive factor that people use to make decisions”
  38. 38. 83% More Likely To Buy Talk Triggers
  39. 39. NO STRATEGY
  40. 40. COMPETENCY DOESN’T CREATE CONVERSATION
  41. 41. WE EXPECT GOOD
  42. 42. WE TALK ABOUT AWFUL AWESOME “We ignore average or good”
  43. 43. 1 - REMARKABLE 2 - REPEATABLE 3 - REASONABLE 4 - RELEVANT
  44. 44. REMARKABLE (Worthy of Remark - Not Complicated) REPEATABLE (Everyday, Everybody) REASONABLE (Win a Cruise vs. Get a Cookie) RELEVANT (Make Sense)
  45. 45. GENEROSITY (More Generous than they expect) RESPONSIVENESS (Faster than they expect) USEFULNESS (Free Truck Rental) EMPATHY (Buying or Selling is Emotional)
  46. 46. SECOND PRINCIPLE BE REMARK-ABLE (WORD OF MOUTH)
  47. 47. 3
  48. 48. 9
  49. 49. 2
  50. 50. 10
  51. 51. 3
  52. 52. 10
  53. 53. 6 Average
  54. 54. 9 Outcome
  55. 55. BUILD PEAK MOMENTS INTO EXPERIENCES
  56. 56. THIRD PRINCIPLE BUILD PEAK MOMENTS INTO EXPERIENCES
  57. 57. Wow! Tactile Sensory
  58. 58. SMALL The Huge Power of
  59. 59. Problem: We focus too much on tactics and forget about the touchpoints of the business itself.
  60. 60. What If We Shifted Our Focus From Tactics to Touchpoints ?
  61. 61. Truth: Improving the Customer Experience is the best way to grow your business
  62. 62. 73% of buyers point to customer experience as an important factor in purchasing decisions (Source: Temkin Group)
  63. 63. Truth: The success of your business is relative to the quality of each touchpoint .
  64. 64. 65% of buyers find a positive experience with a brand to be more influential than great advertising (Source: Temkin Group)
  65. 65. 83% more likely to buy when someone recommends based on their experience of the business (Source: Walker Study)
  66. 66. NO STRATEGY
  67. 67. Change: Make The Small Details Worth As Much Visibility As Your Business As A Whole
  68. 68. Change: Choose Tactics That Make Each Touchpoint Inspiring
  69. 69. Is This How An Inspired Realtor Would Handle This?
  70. 70. What If Each Touchpoint in Your Company Created A Wow Moment ?
  71. 71. What Would That Do To Your Bottom Line ?
  72. 72. CUSTOMER EXPERIENCE Marketing Sales Product or Service Customer Support
  73. 73. 2022 By 2022, the customer experience will overtake price & product as the key brand differentiator (Source: Walker Study)
  74. 74. Quote/Proposal Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah $2,575.00
  75. 75. Quote/Proposal Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah $2,575.00 Quote/Proposal Thing 1 with Benefit 1 Thing 2 with Benefit 2 Thing 3 with Benefit 3 Thing 4 with Benefit 4 Thing 5 with Benefit 5 $2575 and that includes a number of special things
  76. 76. Quote/Proposal Blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah $2,575.00 Quote/Proposal Thing 1 + Benefit 1 Thing 2 + Benefit 2 Thing 3 + Benefit 3 Thing 4 + Benefit 4 Thing 5 + Benefit 5 $2575 and that includes a number of special things: +37%
  77. 77. $2,575.00 > $2575 40%
  78. 78. 52% of customers are less likely to engage with the company because of a bad mobile experience. Source: WOW Local Marketing
  79. 79. 90% of consumers rate an “immediate” response as important or very important when they have a customer service question. Source: WOW Local Marketing
  80. 80. Source: Consultancy
  81. 81. What is your response time on Facebook Chat?
  82. 82. “You are absolutely marvellous” POWER of small
  83. 83. “We endeavor to make the finest shirts. This is all well and good, but without anyone to wear them, what would be the point?” POWER of small
  84. 84. “We think you’re really rather marvellous, completely first- class and out of this world fantastic.” POWER of small
  85. 85. “The voucher is yours to spend as you choose; you’ve earned it for giving this small but passionate company a chance. ” POWER of small
  86. 86. Nicholas Wheeler = $500M Charles Tyrwhitt = $400M $20M in Sales POWER of small
  87. 87. Scaling the Unscalable! POWER of small
  88. 88. 74% of consumers and buyers say they’ll pay more for a great experience (Source: Sales Force)
  89. 89. POWER of small
  90. 90. 9:55 or 10:25 POWER of small
  91. 91. POWER of small
  92. 92. 9:55 or 10:25 On-Time or FREE POWER of small
  93. 93. “We even get people standing at the end of their driveway watching their watches not believing we will be so punctual.” POWER of small
  94. 94. Respect Time ! POWER of small
  95. 95. 82% of buyers say that a slow response as the biggest source of dissatisfaction (Source: Call Ruby)
  96. 96. Annual letter to Shareholders Lawrence Fink - CEO BlackRock
  97. 97. “…with the world undergoing the largest transfer of wealth in history: $24 trillion from Baby Boomers to Millennials.” Annual letter to Shareholders Lawrence Fink - CEO BlackRock
  98. 98. $24 Trillions
  99. 99. BOOMERS TO MILLENNIALS
  100. 100. 2022 SHIFT
  101. 101. 84% Committed To Social Responsibility (Source: Price Waterhouse)
  102. 102. 63% more of them said “improving society” than said “generating profit.”
  103. 103. Socially Responsible!
  104. 104. Sally, We just want to say ‘thank you’ for using us to deliver that beautiful gift of flowers to Melissa. And to make that ‘thank you’ really matter, we thought you’d like to know that we’ve provided 17 people with maize grains in Kenya to help them and their families build sustainable food supplies. And that’s been made possible by our membership of the Global Business Giving initiative B1G1. It means your gift to Melissa goes on giving multiple times and saves lives as well. Thank you so much for being a client. We’re privileged to serve you.
  105. 105. 5 BENEFITS 1. Increased Customer Loyalty 2. Increased Customer Satisfaction 3. Word of Mouth 4. Less Spending on Marketing 5. Increased Profitability
  106. 106. Invoices, Receipts, Form Submissions, Form Confirmation, Answering the Phone, Email Signatures, Letters, Cancellation, Returns, Training, On- boarding, Register, Download, Live Chat, Subscribing, Unsubscribe, Website, Business Cards, Gifts, Charity, Donations, Hiring…
  107. 107. Move Visibility More Leads
  108. 108. Don’t Focus On Latest Hack!
  109. 109. Make each TOUCHPOINT Memorable
  110. 110. Make each TOUCHPOINT Worthy of Visibility
  111. 111. Make each TOUCHPOINT a WoW Moment!
  112. 112. SMALL The Huge Power of
  113. 113. KEY TAKEAWAYS? WHAT SURPRISED YOU? ANY QUESTIONS?
  114. 114. STAY IN TOUCH! www.AntoineDupont.com www.youtube.com/AntoineDupont antoine@katapult.biz

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